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
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