Anusha Vakkalanka

• Manage and provide IT support to end-users, addressing hardware and software issues
• Plan and oversee EUC activities, ensuring the effective design, implementation, and operation of management information systems and applications
• Responding within target SLA time frames in regard to completing incident and service requests, etc.
• Resolution of issues remotely or on site with end users.
• Assisting the Service Desk and Desktop Support team members via training where skill set requires uplifting.

Offsohore End User Computing Lead : May 2021 - December 2022

Onsite End User Computing Lead :From December 2022

• Managing Imaging,MDM,Nexthink,SCCM,Intune and Packaging teams
• Implementation,administration, and configuration the SCCM Enterprise Environment.
• Strong Analytical and problem-solving skills.
• Ability to update Task sequence and Catalogs as per the Business requirement.
• Created device and query based collection.
• SCCM client remediation
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Excellent communication skills, both verbal and written.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Managed time efficiently in order to complete all tasks within deadlines.

• Resolved issues and escalated problems with knowledgeable support and quality service.
• Diagnosed and resolved hardware and software issues.
• Planned and implemented upgrades to system hardware and software.
• Monitored networks and network devices to resolve technical problems quickly.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.

• Increased customer satisfaction ratings to .
• Developed and implemented training initiatives for new hires.
• Analyzed and developed service goals for in-bound call center.
• Tracked KPIs and created continuous improvement plans.
• Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
• Researched and identified solutions to technical problems.