Ananda Sudhan
M.E – IT & Cloud Infrastructure Professional
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About
Senior Analyst with 4.4 years of IT experience in Service Desk Operations, Cloud & Infrastructure management. Worked with HCL Technologies and LTIMindtree supporting global clients (UK & US) across IT service management, desktop support, and cloud operations.
Experience
SERVICE DESK SENIOR ANALYST - HCL TECHNOLOGIES - UK
(2020-10 - 2023-03)
Project: Experian, UK | Oct 2020 – Mar 2023 (2.5 years)
- Recognized as Subject Matter Expert (SME) with consistent best-in-class CSAT ratings.
- Received HCL Jewel Award – Best Performer (Aug 2022) for outstanding customer service and technical resolution skills.
- Demonstrated excellent call handling parameters and earned exceptional client feedback during audits.
- Managed multi-channel support including chats, emails, and tickets (self-service & parent tickets), delivering prompt resolutions.
- Conducted technical training sessions for new joiners.
CLOUD AND INFRA ENGINEER - LTIMINDTREE - US
(2023-04)
Project: Lincoln Finance, US | Apr 2023 – Present (2 years)
- Acted as SME for CMS monitoring, handling critical incident examinations and providing timely resolutions.
- Generated detailed reports on auxiliary usages and optimized performance tracking.
- Created and updated Knowledge Base Articles (KBAs) to enhance support efficiency.
- Maintained high CSAT scores by ensuring quick turnaround and customer-focused resolutions.
Education
M.E - STRUCTURAL ENGINEERING - SRM VALLIAMMAI ENGINEERING COLLEGE (2017 - 2019)
B.E - CIVIL ENGINEERING - VEL TECH HIGH TECH ENGINEERING COLLEGE (2013 - 2017)
12TH GRADE - DAV HIGHER SECONDARY SCHOOL (2013 - 2013)
10TH GRADE - DAV HIGHER SECONDARY SCHOOL (2011 - 2011)
