Hemanth Kumar Vadderapu
IT Support Analyst
Glasgow
Summary
Experienced as IT Analyst at NTT Secure-24 IT services for 3 years in IT support and customer service. Expertise in client services, handling server issues and good telephone and email communication, problem-solving, and team handling.
Overview
3
3
years of professional experience
2
2
Certifications
Work History
Junior IOC Analyst and IT analyst
NTT Ltd, Secure-24 IT Services
Hyderabad
06.2017 - 12.2019
- As part of my role in this company initially worked as Junior IOC analyst that is called Integrated operations center and later promoted to IT analyst
- IOC - Integrated Operations Center - Level 1 and 2 support alerts for client's servers
- Analyzing different monitoring alerts of windows, Linux servers, and network devices
- Worked on Service-now UI and Zenoss monitoring tool to know server active state
- Handling level one tickets of Linux and Backup teams
- Response for resolving all tickets assigned within SLA timelines
- Interacting with specific team engineers to do the tasks efficiently
- Follow up with client service managers and customers to ensure resolving tasks
- Configuring DUO access to internal users
- Worked on Active directory for giving access to clients and own associates
- Password configuration and unlocking the internal user accounts in Active Directory
- Sending the clients daily hyper care reports
- Clearing excess memory of client servers if required for memory-related tickets
- Controlling RAM and CPU alerts of client servers
- Worked on host alive monitoring tickets of different client servers
- Done daily, weekly, and monthly hyper care reports of quality production of monitoring servers for required clients
- Preparing reports for noise alerts of my team on a weekly and monthly basis under the Noise reduction project to reduce more noise tickets from hosts
- Knowledge transfer to Junior employees
- Trained on various report handling for all new team members
- Performed duties by applicable standards, policies, and regulatory guidelines to promote a safe working environment
- Prepared a variety of different written communications, reports, and documents to ensure smooth operations
- Worked closely with the required level of engineers to maintain optimum levels of communication to effectively and efficiently complete projects
- Improved operations through consistent hard work and dedication
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Managed on-site evaluations, internal audits, and customer surveys
- Maintained energy and enthusiasm in a fast-paced environment
- Worked with a few clients to understand their needs and provide excellent service
- Led junior team in production training with all required knowledge transfer
- Developed team communications and information for meetings
- Exceeded goals through effective task prioritization and great work ethic
- Developed and maintained courteous and effective working relationships
- Environment: Service-now, Zenoss, VPN, VMware, DUO, MS Word and Excel, RAMMap.
Education
Master of Science - Advanced Computing
The University of the West of Scotland
Bachelor of Science - Computer Science
Vasireddy Venkatadri Institute of technology
Skills
ITIL foundationundefined
Certification
Certified ITIL foundation in IT service Management on 25 June 2017
Additional Information
- I hold a Post Study Work visa till October 2023
Timeline
Junior IOC Analyst and IT analyst
NTT Ltd, Secure-24 IT Services
06.2017 - 12.2019
Master of Science - Advanced Computing
The University of the West of Scotland
Bachelor of Science - Computer Science
Vasireddy Venkatadri Institute of technology
Certified ITIL foundation in IT service Management on 25 June 2017
Certification on completion of Technology Entrepreneurship Program (TEP) organized by Indian School of Business (ISB), Hyderabad, and Andhra Pradesh Information Technology Academy (APITA).
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