MS DEVARAJA
Software Analyst | IT Support Specialist
Bangalore, IN.About
Highly dedicated Software Analyst with over 2 years of experience in IT Support, Technical Support, and ServiceNow administration, adept at delivering high-quality software solutions. Proven expertise in Incident, Problem, and Change Management, coupled with strong skills in Active Directory and remote support. Eager to leverage a track record of enhancing IT efficiency and collaborating cross-functionally to drive organizational success in a challenging Software Engineer role.
Work
Visysta Networks Private Limited
|Technical Support Analyst
Bangalore, Karnataka, India
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Summary
Led L2 IT support operations for a major client (Royal Bank of Canada via Capgemini), resolving complex technical issues and optimizing service delivery workflows.
Highlights
Provided expert L2 technical support to Royal Bank of Canada (RBC) employees, resolving a high volume of software and hardware issues while consistently meeting stringent SLAs.
Managed end-to-end incident and problem resolution using ServiceNow, including priority-based incident management and effective escalation to L3 teams (IBM, Dell, HP).
Optimized IT support workflows by documenting technical processes and creating comprehensive knowledge articles, significantly improving Service Desk efficiency.
Administered Active Directory, managing user roles, permissions, and security groups to ensure secure and efficient access control for enterprise systems.
Consistently received client commendations for exceptional communication and analytical problem-solving skills, enhancing user satisfaction and trust.
Truefy Technologies Private Limited
|Desktop Support Engineer
Bangalore, Karnataka, India
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Summary
Served as the primary point of contact for technical assistance, providing comprehensive desktop and application support to ensure seamless operations.
Highlights
Resolved 90%+ of technical inquiries as the first point of contact via phone, chat, and email, ensuring prompt issue resolution and high customer satisfaction.
Performed critical system installations, troubleshooting, and upgrades on Windows operating systems, minimizing downtime for users.
Provided robust application support for Microsoft Outlook, VPN, and Microsoft 365, effectively resolving login, email synchronization, and performance issues for employees.
Collaborated cross-functionally with various teams and vendors to efficiently escalate and resolve complex application-related problems, ensuring timely solutions.
Successfully troubleshooted and resolved VPN connectivity issues for remote employees, ensuring uninterrupted and secure access to company resources.
INDO-MIM Pvt.Ltd
|Mechanical Engineer
Bangalore, Karnataka, India
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Summary
Applied mechanical engineering principles to optimize manufacturing processes and ensure product quality within an industrial setting.
Highlights
Contributed to the design and analysis of mechanical components, ensuring adherence to engineering specifications and quality standards.
Assisted in process optimization efforts to enhance efficiency and reduce material waste in manufacturing operations.
Collaborated with production teams to troubleshoot and resolve technical issues, maintaining operational continuity.
Education
Adichunchanagiri Institute of Technology
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Bachelor of Engineering (B.E)
Mechanical Engineering
Skills
IT Service Management
Incident Management, Problem Management, Change Management, Request Management, ServiceNow Admin, SLA Adherence.
Technical Support
Hardware Troubleshooting, Software Troubleshooting, Desktop Support, Laptop Support, Enterprise Application Support, Remote Support, Application Support (Microsoft Outlook, Microsoft 365), Printing Solutions (MFP, Personal Printers, Network Printers).
Networking & Security
VPN, SSL VPN, IP, DNS, DHCP, Soft Tokens, Hard Tokens.
Enterprise Tools
Active Directory, Cisco Webex, Microsoft Teams, Team Viewer, Remote Desktop Protocol (RDP).
Soft Skills
Problem Solving, Communication, Team Collaboration, Analytical Skills, Customer Service.