SARAN DAMODARA REDDY CHINTHAM
North York,ON
Summary
Dedicated Help Desk Analyst with over 3 years of experience delivering first-level technical support and effectively resolving hardware, software, and network issues while managing IT service desk operations. Proficient in Windows OS, Microsoft 365, Active Directory, and network troubleshooting, including VLANs, DHCP, VPN, and firewall rules. Experienced in utilizing ticketing systems, documenting standard operating procedures (SOPs), and ensuring compliance with service level agreements (SLAs). Recognized for strong communication skills and a proven ability to support large user bases while providing customer-focused IT solutions.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior IT Help Desk Analyst
Bluetale Techno Solutions
01.2025 - 04.2025
- Provided first-level support via phone, email, remote tools, and in person, resolving desktop, printer, and application issues.
- Supported Windows Server and Active Directory, including group policies, file shares, and security groups.
- Assisted with SFTP setup, server monitoring, and system maintenance to improve uptime and reliability.
- Managed and prioritized tickets in the ITSM system, consistently meeting SLA targets.
- Documented incidents and created SOPs to enhance the internal knowledge base.
- Trained junior team members on ticketing workflows, escalation procedures, and internal tools.
IT Help Desk Analyst
Infosys Ltd.
06.2021 - 07.2023
- Delivered technical support to 500+ end-users, troubleshooting hardware, software, and network issues.
- Managed Active Directory user accounts, access controls, and password resets.
- Diagnosed and resolved connectivity issues related to VPN, DHCP, and firewall rules.
- Provided Microsoft 365 and CRM application support, including user guidance and issue resolution.
- Collaborated with vendors for hardware/software repairs to ensure timely service restoration.
- Utilized ITSM tools to log, prioritize, and escalate incidents in line with SLA requirements.
Education
Postgraduate Diploma - Cybersecurity
Sault College
Skills
- IT Service Desk / Ticketing Tools
- Windows OS & Server Administration
- Microsoft 365 (O365) Application Support
- Active Directory & Group Policies
- Network Configuration (VLANs, DHCP, VPN, Firewall Rules)
- Hardware, Printers & Peripherals Troubleshooting
- Incident Escalation & SLA Compliance
- Documentation, SOPs & Knowledge Base Management
- Software installation
- Logging support tickets
- Network troubleshooting
- Security awareness
Certification
CompTIA Security +
Timeline
Senior IT Help Desk Analyst
Bluetale Techno Solutions
01.2025 - 04.2025
IT Help Desk Analyst
Infosys Ltd.
06.2021 - 07.2023
Postgraduate Diploma - Cybersecurity
Sault College