Ravi kanth Mangala

I am a dedicated and highly skilled IT professional with a deep passion for technology and a commitment to professionalism, ethics, and integrity. I thrive in dynamic and fast-paced environments, adapt quickly to evolving technology trends, and am always ready to take on new challenges to help organizations succeed in the digital era.

Helpdesk Desk Executive - Fraklin Templeton - Hyderabad

(2024-08)

Service Desk Analyst - HCL TECHNOLOGIES LIMITED - Hyderabad

(2021-03 - 2024-04)

• Provided Tier 1 Help desk support to end users.
• Worked on ITIL and ITSM in service desk
• Assist End Users with troubleshooting and resolving desktop & application related problems.
• Problems including passwords, printers, email, and anti-virus programs.
• IT Support - hardware and software troubleshooting.
• Provides system administrative support and basic hardware troubleshooting on desktops, laptops.
• Enter and maintain accurate information and data regarding end user's issues within the designated tracking system.
• Determine when it is necessary to forward/assign a problem to the appropriate group & prioritize accordingly.
• May review & provide feedback knowledge database to ensure the accuracy & up to date information

Senior Administrator - SS&C - Hyderabad

(2004-03 - 2019)

• Handling in bound International Calls.
• Avaya Chats, resolving ServiceNow tickets
• Handling team in BPO Health claims (worked on Lead 411, HCFA, UB 92 FORMS, LTCG), IT Operations.
• Lead 411 - provides verified company and contact data including verified emails, mobile direct dials
• Got promoted to LTCG, RRI projects worked as team lead.
• Service desk - Acts as first point of contact for all major technical issues, including Major outages, system failures.
• Applications Support - Troubleshooting the IE based applications and providing user level support for MS Office 2010\2013 products, WebEx-Chat, Blackberry, iPhone & Wireless Issues, MS Lync, MS Communicator 2007, LiveMeeting, MFA, Duo Authentication etc.
• Managing users and computers in Active Directory.
• Installing, configuring and troubleshooting of VPN on Desktops, Laptops.
• Managing Mainframe User Accounts. Includes password reset, account modification.
• Public Folder creation, replication and rights management.
• Create, Manage Exchange distribution groups, User Mailboxes, resources records & Generic Mailboxes.
• Monitoring Tickets and respond to issues logged in the company ticketing system Enterprise Service Desk within defined SLA metrics.

B.Sc. - S.K. University (2004)

B.COM - Commerce - RABINDRANATH TAGORE UNIVERSITY (Vijetha Educational Institute, Hyderabad)