Ananda Sudhan

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.

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.

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)