Naresh Yennidi
IT Professional
Vancouver,BC
Summary
Highly accomplished IT expert with a wealth of experience spanning 10 years in IT technical support in various levels. Demonstrated success in effectively resolving intricate IT challenges. Eager to apply my exceptional skills in troubleshooting, customer service, and system maintenance to deliver unparalleled technical support in my prospective future organization. Committed to providing outstanding service, enhancing operational efficiency and guaranteeing utmost end-user contentment.
Overview
10
10
years of professional experience
Work History
Business Application Support Specialist - L2
BC Hydro
04.2023 - 07.2023
- Facilitate comprehensive support for a suite of applications including SAP financial tools, mobile apps, SharePoint, and ServiceNow, ensuring swift resolution and meticulous documentation of client queries, compliant with established standards.
- Oversee SharePoint's Supply Chain Workspace for document sharing, and orchestrate the creation of catalog items in ServiceNow through collaboration with development teams.
- Conduct Quality Assurance for ServiceNow Catalog updates and modifications, ensuring accuracy and effectiveness of changes.
- Deliver exemplary customer support by efficiently managing ticketing processes, promptly responding to calls via Genesys Cloud, and ensuring accurate issue resolution in alignment with business goals.
- Collaborate with the Service Management Office (SMO) for requirement gathering to aid developers in catalog item creation in ServiceNow, and perform user impersonation for testing purposes.
- Monitor and report on service delivery metrics to project managers, contribute to IT project enhancements, and provide ongoing technical guidance to various stakeholders, fostering a culture of continuous improvement and capability building.
Technical Support Analyst - L2
Tronox
09.2019 - 09.2022
- Spearheaded comprehensive IT support for Tronox's diverse user base across multiple channels including Phone, Chat, Email, and Audio/Video Conferencing, ensuring seamless communication and user assistance.
- Expertly managed ADM Plus for account creation, license assignments, and Exchange management; audited Active Directory objects and permissions, and devised organizational units with robust security policies.
- Administered large-scale SAP and Active Directory servers for a workforce of over 10,000, integrating Active Directory Federation Services (ADFS) and Okta for streamlined single-sign-on access across Office 365 and other platforms.
- Possess deep expertise in ITSM solutions, along with a strong understanding of call routing technologies like Five9 or 8x8, and comprehensive knowledge of computer systems, network infrastructure, and peripheral equipment.
- Skilled in troubleshooting Microsoft Windows 10, Office 2013-2016, Office 365, and SharePoint portal administration, coupled with first-level technical support for Microsoft Intune-related challenges.
- Actively involved in the deployment, configuration, and maintenance of Intune, ensuring device enrollment adherence, security policy compliance, and efficient problem-solving through detailed user guides and technical documentation.
- Collaborated across IT departments to resolve complex technical Intune issues, maintained an updated knowledge base for quick issue resolution, and stayed abreast with the latest Intune updates and best practices to optimize support and configurations.
IT Analyst
Tata Consultancy Services
07.2015 - 08.2019
- Oversaw Active Directory and Identity Access Management to create and terminate user accounts, maintaining centralized data and managing secure communication across user domains.
- Delivered first-level technical support, resolving Windows OS and Microsoft 365 issues, and facilitated AirWatch applications for email setup on mobile devices.
- Managed software patching, installations, and imaging activities using SCCM, along with software deployment through LANDesk, showcasing adeptness in system maintenance.
- Led a team of three Level 1 support agents, providing mentorship and ensuring adherence to SLAs, while effectively communicating updates and client changes.
- Demonstrated expertise in incident management using tools like Service Request Manager and ServiceNow aligning with ITIL V3 best practices for end-to-end issue resolution.
- Conducted regular system and process audits, updated the Knowledge Base, and performed root cause analysis for client escalations, ensuring continuous improvement in service quality.
Technical Support Specialist
Infinite Computer Solutions
11.2013 - 06.2015
- Providing first-level technical support to end-users, addressing issues related to Windows operating systems, applications, and hardware.
- Troubleshooting and resolving user-reported problems efficiently to ensure minimal downtime and disruption.
- Helped and guidance for Windows-related issues, such as installation, configuration, and basic system maintenance.
Education
Bachelor of Technology - Information Technology
Jawaharlal Nehru Technological University
Hyderabad, India01.2011
Skills
ITSM - ServiceNow
VoIP
SharePoint
Active Directory
Azure AD
Microsoft Endpoint Configuration Management
Microsoft365
Windows 10 & 11 OS
A
Cybersecurity Concepts
Intune
AirWatch MDM
8x8 and Genesys Cloud Call Routing
SCCM
Accomplishments
- ISO 9000 Certification Attainment - Successfully led the company through the process of achieving ISO 9000 certification, demonstrating a commitment to high-quality standards and processes. This achievement reflected a dedication to quality management and resulted in increased customer trust and satisfaction.
- ITSM Implementation - Implemented ITSM system, reducing downtime, improving service delivery, and enhancing customer satisfaction. Achieved cost savings through automation, monitored service metrics for data-driven decisions, ensured compliance, and boosted user satisfaction with efficient incident resolution and service requests.
- Trained and Mentored a Team - Led a team of 5, providing training and support to assist the user community in effectively resolving IT technical issues, fostering a highly skilled and responsive support team.
Timeline
Business Application Support Specialist - L2
BC Hydro
04.2023 - 07.2023
Technical Support Analyst - L2
Tronox
09.2019 - 09.2022
IT Analyst
Tata Consultancy Services
07.2015 - 08.2019
Technical Support Specialist
Infinite Computer Solutions
11.2013 - 06.2015
Bachelor of Technology - Information Technology
Jawaharlal Nehru Technological University
Volunteer Experience
- Volunteered in an IT support capacity at the Gartner Symposium/ITxpo 2016, contributing technical expertise and assistance to the event.
- Engaged enthusiastically in ISACA Cybersecurity Awareness Symposiums, offering support and guidance to the visitors.
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