Summary
Work history
Education
Skills
Certification
Accomplishments
Languages
References
Timeline
Generic

HARIKRISHNA CHANDRABHATLA

Manchester

Summary

Accomplished IT professional with extensive expertise in Salesforce Dispatch, team supervision, and technical escalation. Proficient in BIOS configurations, Windows 7–11, Active Directory, and Citrix Receiver. Demonstrates strong skills in Microsoft 365, Google Workspace, and incident management. Adept at remote desktop support, root cause analysis, and team leadership. Experienced in DNS, TCP/IP, Bit Locker, TPM, VPN, WAN analysis, and VoIP technologies. Committed to delivering exceptional training and mentorship while effectively handling escalations to enhance operational efficiency. Offering strong analytical skills and customer-focused approach. Knowledgeable about IT service management principles and committed to resolving technical issues promptly. Ready to use and develop problem-solving, communication, and teamwork skills in [Desired Position] role.

Work history

Service Desk Analyst

EXL Service
Manchester
01.2024 - 08.2025
  • Delivered end-to-end support across 4G WAN infrastructure, coordinating with Vodafone, Accenture, and Toshiba.
  • Handled over 4,000+ incidents and service requests via ServiceNow and BMS Remedy, ensuring 99% SLA compliance.
  • Led WAN Coverage analysis using CSP tools to enhance connectivity and minimize downtime.
  • Provided technical escalation management, resolving high-priority MP/MoP issues with professionalism.
  • Created SOPs and escalation workflows, improving response accuracy and reducing repeat tickets.
  • Managed and resolved IT service desk queries, contributing to excellent customer support.
  • Facilitated smooth running of systems by conducting regular maintenance checks.

L2 Technical Analyst & Assistant Team Lead

Computer Generated Solutions (CGS)
India
01.2018 - 12.2021
  • Provided L1/L2 support via Avaya, Email, and Chat to troubleshoot OS, hardware, and enterprise applications.
  • Supported Active Directory, Office 365, Citrix, and BIOS configurations (TPM, Bit Locker, Drivers).
  • Promoted to team lead, managing 20+ agents, backend task distribution, and client escalations.
  • Conducted technical training, process updates, and quality audits, reducing ticket resolution time by 30%.
  • Part of Dispatch Review Team; validated product issues and coordinated with Dell L3 support.
  • Received multiple Best Employee awards for performance and leadership impact.

Technical Support

Sykes Business Services of India
Hyderabad
08.2015 - 08.2017
  • Assisted customers in configuring hardware and software systems for optimal performance.
  • Initiated replacement parts orders as necessary, ensuring minimal downtime for customers.
  • Collaborated with software developers to resolve product bugs and malfunctions.
  • Maintained excellent track record of meeting SLAs without compromising quality of service delivered.
  • Initiated remote sessions to diagnose and resolve customer issues efficiently.

Education

Master of Science - International Management

University of Bolton
Manchester
01.2022 - 01.2023

Bachelor of Science - Electronics

Vinayaka Missions University
Salem
01.2011 - 01.2014

Skills

  • Team supervision
  • Active Directory
  • Citrix Receiver
  • Microsoft 365
  • Team Leadership
  • Escalation Handling
  • TCP/IP
  • Incident management

Certification

  • Career Essentials in System Administration - Microsoft
  • Network Troubleshooting & Exchange Online
  • Business Analytics with Excel - Microsoft
  • Learning PC Maintenance and Performance
  • SQL Certification Course
  • VoIP Traffic Analysis with Wireshark
  • Troubleshooting Microsoft 365 & Windows

Accomplishments

Rewarded cash prize for best employee of the year 2019 and also awarded employee of the month multiple times for leading the team

Languages

English
Fluent
Telugu
Native
Hindi
Fluent

References

References available upon request.

Timeline

Service Desk Analyst

EXL Service
01.2024 - 08.2025

Master of Science - International Management

University of Bolton
01.2022 - 01.2023

L2 Technical Analyst & Assistant Team Lead

Computer Generated Solutions (CGS)
01.2018 - 12.2021

Technical Support

Sykes Business Services of India
08.2015 - 08.2017

Bachelor of Science - Electronics

Vinayaka Missions University
01.2011 - 01.2014

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HARIKRISHNA CHANDRABHATLA