Gorentla Pavan Kumar

Work History

Service Desk Analyst

HCL Technologies

10.2021 - Current

Engaged in user support interactions via telephone, chat and email platforms.
Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
Proactively identified recurring issues and worked with relevant departments to implement solutions.
Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
Resolved common user concerns by utilizing preset issue resolution scripts.
Coordinated hardware replacements/upgrades when necessary for end-user devices.
Provided after-hours support as needed to minimize business impact during downtime events.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Monitored system performance to identify potential issues.
Offered assistance in implementing and developing training programs.
Developed and implemented preventive maintenance procedures.
Configured and tested new software and hardware.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Installed and configured operating systems and applications.
Generated reports to track performance and analyze trends.
Researched and identified solutions to technical problems.
Installed, configured and maintained computer systems and network connections.
Tested new software and hardware prior to deployment.
Diagnosed and troubleshot hardware, software and network issues.
Helped streamline repair processes and update procedures for support action consistency.
Responded to customer inquiries and provided technical assistance over phone and in person.
Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Assisted in training new team members on service desk procedures, tools, and best practices.
Addressed user customer service concerns and decided when to escalate problems to specialist team members.

System Administrator

Frontier Business Systems Private

09.2020 - 09.2021

Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
Provisioned new software and hardware for use, following established security policies.
Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.
Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
Implemented proactive maintenance plans that resulted in extended equipment lifespan and reduced repair costs over time.
Served as subject matter expert on proposed technology purchases.
Monitored networks and network devices to resolve technical problems quickly.
Planned and implemented upgrades to system hardware and software.
Resolved issues and escalated problems with knowledgeable support and quality service.

Desktop Support Engineer

Wipro Technologies

08.2019 - 06.2020

Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
Configured hardware, devices, and software to set up work stations for employees.
Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
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.
Monitored systems in operation and quickly troubleshot errors.
Troubleshot potential problems and eliminated before issues escalated or cascaded.
Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
Analyzed issues to identify troubleshooting methods needed for quick remediation.
Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
Monitored system performance to maintain system integrity.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to promote better understanding for non-technical users.
Configured and installed computer systems for other sub-organizations.
Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
Documented support interactions for future reference.
Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
Diagnosed and troubleshot hardware, software and network issues.
Installed and configured operating systems and applications.
Installed, configured and maintained computer systems and network connections.
Implemented monitoring tools that identified potential issues in real-time, allowing for rapid response to minimize downtime.
Assisted in development of system security protocols.
Helped streamline repair processes and update procedures for support action consistency.

Summary

Overview

Work History

Service Desk Analyst

System Administrator

Desktop Support Engineer

Education

Bachelor of Arts - Electrical, Electronics Engineering Technologies

Associate of Science - Physical Sciences

Skills

Timeline

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