Summary
Overview
Work History
Education
Skills
Work Preference
Additional Information
Languages
Interests
Work Availability
Certification
Interests
Websites
Timeline
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Santosh Lanka

IT Professional
London,HNS

Summary

Seasoned Desktop Engineer with 8 years of experience working with various software. Distinguished understanding of operating system maintenance and installations with talent for multitasking and hardware repair. Committed to thorough client education and software understanding. IT professional prepared to deliver impactful desktop support solutions. Adept at diagnosing and resolving technical issues, ensuring optimal performance of computer systems. Reliable team player with focus on collaboration and adaptability, proficient in software installation and network management. Valued for strong communication and problem-solving skills.

Overview

13
13
years of professional experience
1
1
Language
7
7
years of post-secondary education

Work History

SCCM/InTune Desktop Engineer

Cundall
London
01.2023 - 01.2025
  • Main responsibility is to help manage the day-to-day running of
  • SCCM environment areas such as 2nd and 3rd line support - Assist in providing BAU support to the business
  • Package and re-packaging business-approved applications
  • Maintaining the operating system builds for both the workstation and server
  • Addition of new sites, building distribution points, configuring boundaries and roles
  • Release Management Role; Deployment of applications, UAT testing, build deployment collection, scheduled release, monitor release, mop up any failures and report final status
  • Incident & Change Management - Raising CR's where needed as an outcome of Incidents or problems
  • Creating and maintaining process documentation
  • Collaborate and be involved in activities to ensure knowledge development in the team
  • Skills & Achievements
  • Software Development - Advanced-
  • Designed and deployed enterprise-level software solutions, with a focus on reliability
  • Project Management - Advanced-
  • Delivered critical IT projects within tight deadlines, such as deploying 110 iPhones
  • Cloud Computing - Intermediate-
  • Configured cloud solutions for app deployment using platforms like Azure.
  • Additionally, my role also encompass Incident Management role for diagnosing major incidents
  • Following ITIL procedures for packaging, UAT testing, and Release Management
  • Working with the SCCM Lead to ascertaining areas of weakness and implement process improvements
  • Ensure advanced testing methodology to ensure zero time for operating systems and deployed applications
  • Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
  • Assisted in the migration of company-wide systems to a virtualized environment, resulting in reduced downtime and increased productivity.

Sr. 2nd Line Desktop Support Engineer

Rivian Automotive Inc.
Woking
04.2021 - 09.2022
  • 2nd Line Desktop support Support for Office365, Mac, Windows and Windows Server operating
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
  • Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Documented support interactions for future reference.
  • Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
  • Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
  • Supported remote users, ensuring seamless access to network resources.
  • Provided training on cybersecurity best practices, significantly reducing risk of data breaches.
  • Created user accounts and assigned permissions.
  • Configured and tested new software and hardware.

L2 IT Technician

VEJES
London
12.2019 - 04.2021
  • Delivered Office365, Active Directory, and Intune support for HQ and retail locations
  • Led IT support for store openings, including POS setup, device configuration, and vendor coordination
  • Performed MDM enrollments and maintained IT assets inventory
  • Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.

End User Support Technician

QVC
London
07.2018 - 09.2019
  • The efficient management and maintenance the end user estate
  • Supporting both the end users and Helpdesk team, with a focus on rapidly responding to IT incidents and requests and seeing these resolved in a timely manner, acting as a point of technical escalation and collaborating with other IT teams on incidents/requests and projects
  • Maintaining an effective current knowledge of both current technologies and developments both in industry and in order to maximise customer service and call resolution
  • Responsible for packaging and delivery strategy to include areas such as application delivery, antivirus, security patching
  • Data Analysis - Intermediate - Analyzed user data to optimize system usage and identify performance improvements
  • Cybersecurity Intermediate-
  • Implemented security policies to safeguard devices and sensitive data
  • Database Management - Advanced -
  • Designed scalable databases, ensuring high performance and data integrity
  • DevOps - Intermediate - Automated deployment processes and monitored infrastructure performance
  • Networking - Intermediate - Troubleshot network issues and ensured connectivity across organizational branches
  • Technical Support - Expert - Provided efficient IT support for Christian
  • Louboutin UK, handling end-to-end issues
  • System Integration - Advanced-
  • Integrated mobile devices seamlessly with
  • JAMF and Vodafone services
  • IT Strategy Development - Advanced -
  • Defined IT strategies aligning with business goals to enhance operational efficiency
  • Technical Support
  • Project Management
  • Office365 expertise and Administration
  • Technical Analysis
  • Hardware repair
  • Hardware and software installation
  • Windows Operating System 7/8.1/10/11
  • Support
  • Remote Diagnostics
  • Windows updates
  • MacOS support and installation (till
  • Ventura)
  • Cloud-Based Software Deployment (Intune & JamF)drivers/updates, PC and laptop builds, provisioning/imaging OS deployment, user data migration and system tools
  • Promoting end user device and data security across the organisation
  • Maintaining awareness of technical developments within the industry and contribute to comply with the SOCX regulations, including evaluating supported hardware, software and toolsets

Technical Support Analyst

NTT DATA UK
London
08.2017 - 06.2018
  • Responsible for installing and supporting network hardware, software, and applications on PC and Laptops
  • Handle the tasks of providing Level 1st to 2nd Line technical support to resolve day-to-day network, Wi-Fi, computer, and peripheral equipment issues for production and test environments according to the agreed SLA's
  • Updating Cisco ACS, Asset inventory
  • Creating and updating Cisco Unified communication services
  • Perform installation and upgrading of new network and desktop application software
  • Active Directory Management, IT Access Management etc
  • Responsible for preparing, loading, documenting and testing desktop and network-developed applications for deployment, staff training, and inventory
  • Handle responsibilities of analyzing hardware and software problems and select proper corrective action
  • Currently involved in the Windows 10/ Office 2016
  • Migration/Rollout Project and iPad/iPhone upgrades

Service Desk Analyst

Domestic & General
London
09.2016 - 08.2017
  • Being the first point of contact and providing the FTF whilst
  • Supporting, troubleshooting and maintaining all the internal IT related issues within D&G network Configuring laptops/PC's and installing software's for the users according to theirs role requirements AD management
  • IPhones/iPad/ mobile configuration
  • Assisting and helping users with SCCM software rollouts
  • Responsible for office365, online exchange, MS Exchange consolemanagement (mailboxes/shared mailboxes/mail group creations etc.,)
  • VPN account activations, troubleshooting etc File restores, shared Network drives mapping and AS400 account troubleshooting
  • Skype for business/ MS lync troubleshooting and installation

2nd Line Executive Support Advisor

Dixons Carphone Group
London
01.2016 - 09.2016
  • To provide 2nd line technical support for iD mobile customers answering support queries via phone, email and call tracking system
  • To assist in the resolution of MVNO customer faults raised from front line and back office teams whilst maintaining the exceptional customer experience that MVNO customers expect
  • Responsible for creating new subscriptions for the new starters and allocating them to the relevant Tariff groups
  • Escalating complex issue with Three Network and to the internal
  • Tech Team and chase them up to the resolution, under the TFM business campaign in a team that reports to the Contract Team manager
  • My primary duties include: Taking calls from customers experiencing technical issues with their voice, broadband (Fibre
  • LLU and BT Wholesale), Email and other contract specific services
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles whilst following SLA's
  • Troubleshooting and diagnosing the customers' technical issues by thoroughly analyzing their copper line, broadband service and account information then resolve or escalate using the ticketing systems available to me.

1st Line Network Support Analyst

Cyntergy
01.2012 - 01.2016
  • I work as a First Line Technical Support Advisor under the TFM business campaign in a team that
    reports to the Contract Team manager. My primary duties include:
  • Taking calls from customers experiencing technical issues with their voice, broadband (Fibre, LLU and
    BT Wholesale), Email and other contract specific services.
  • To maintain a high degree of customer service for all support queries and adhere to all service
    management principles whilst following SLA’s.
  • Troubleshooting and diagnosing the customers’ technical issues by thoroughly analysing their copper
    line, broadband service and account information then resolve or escalate using the ticketing systems
    available to me.
  • Fibre optic broadband configuration, troubleshooting and resolution.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Analysing broadband diagnostics information such as sync status, authentication logs, card status,
    speed test results, session status, Line history, DLM status, usage statistics and DSL Data.

Education

Master of Science - Computer Networks

Middlesex University
Hendon, London
09.2010 - 07.2013

Bachelor of Science - Electrical and Electronics Engineering

Jawaharlal Nehru Technological University
India
09.2005 - 07.2009

Skills

  • Software Development - Advanced -Designed and deployed enterprise-level software solutions, with a focus on reliability
  • Project Management - Advanced - Delivered critical IT projects within tight deadlines, such as deploying 110 iPhones
  • Cloud Computing - Intermediate - Configured cloud solutions for app deployment using platforms like Azure
  • Data Analysis - Intermediate - Analyzed user data to optimize system usage and identify performance improvements
  • Cybersecurity - Intermediate - Implemented security policies to safeguard devices and sensitive data
  • Database Management - Advanced - Designed scalable databases, ensuring high performance and data integrity
  • DevOps - Intermediate - Automated deployment processes and monitored infrastructure performance
  • Networking - Intermediate - Troubleshot network issues and ensured connectivity across organizational branches
  • Technical Support - Expert - Provided efficient IT support for Christian Louboutin UK, handling end-to-end issues
  • System Integration - Advanced - Integrated mobile devices seamlessly with JAMF and Vodafone services IT
  • Strategy Development - Advanced - Defined IT strategies aligning with business goals to enhance operational efficiency
  • Technical Support
  • Project Management
  • Office365 expertise and Administration
  • Technical Analysis
  • Hardware repair
  • Hardware and software installation
  • Windows Operating System 7/81/10/11 Support
  • Remote Diagnostics
  • Windows updates
  • MacOS support and installation (till Ventura)
  • Cloud-Based Software Deployment (Intune & JamF)

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

RemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsPaid sick leave

Additional Information

  • Newbie Developer , have a Passion for learning New Development Skills I'm a Self Learner, But actively looking for a Mentor, so i can be steered in a right Direction!!

    Web Development , Web Hosting and curious about AI tools ( including smart skills for smart devices and apps )

    Currently on a Self teaching course on Python , HTML , CSS and JavaScript ( for web development) and also working on my xml programming skills to better understanding of the automated deployment processes

Languages

English
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Interests

  • Newbie Developer , have a Passion for learning New Development Skills I'm a Self Learner, But actively looking for a Mentor, so i can be steered in a right Direction!!
  • Web Development , Web Hosting and curious about AI tools ( including smart skills for smart devices and apps )
  • Currently on a Self teaching course on Python , HTML , CSS and JavaScript ( for web development) and also working on my xml programming skills to better understanding of the automated deployment processes

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

  • ITIL Foundation v3

Interests

Newbie Developer , have a Passion for learning New Development Skills I'm a Self Learner, But actively looking for a Mentor, so i can be steered in a right Direction!!

Web Development , Web Hosting and curious about AI tools ( including smart skills for smart devices and apps )

Currently on a Self teaching course on Python , HTML , CSS and JavaScript ( for web development) and also working on my xml programming skills to better understanding of the automated deployment processes

Timeline

SCCM/InTune Desktop Engineer

Cundall
01.2023 - 01.2025

Sr. 2nd Line Desktop Support Engineer

Rivian Automotive Inc.
04.2021 - 09.2022

L2 IT Technician

VEJES
12.2019 - 04.2021

End User Support Technician

QVC
07.2018 - 09.2019

Technical Support Analyst

NTT DATA UK
08.2017 - 06.2018

Service Desk Analyst

Domestic & General
09.2016 - 08.2017

2nd Line Executive Support Advisor

Dixons Carphone Group
01.2016 - 09.2016

1st Line Network Support Analyst

Cyntergy
01.2012 - 01.2016

Master of Science - Computer Networks

Middlesex University
09.2010 - 07.2013

Bachelor of Science - Electrical and Electronics Engineering

Jawaharlal Nehru Technological University
09.2005 - 07.2009

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Santosh LankaIT Professional