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Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Astute Senior Service Desk Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

IT professional with strong interpersonal and communication skills; able to work effectively in fast-paced and high pressure work environments. Effective team player with extensive experience in administrative support systems and IT administration as well as public relations and project/campaign management. Proficient in all standard desktop software suites. Skilled in Active Directory Administration Cisco Unified Communications VoIP Administration AVAYA Administration Cisco WebEx Administration Goverlan Remote Support Smart Deploy Imaging Print Server Management Office 365 administration WSUS Administration Visual Studio Adobe Photoshop Microsoft Projects Software Website/Blog Development Audio Engineering Microsoft SQL Server 2008 Microsoft Access IT Consulting and Microsoft Visio HTML CSS Windows XP 7 8 8.1 10 Operating Systems and Windows Server 2012/Virtualization-Hyper V.

Senior L2 Analyst with over two years of accelerated experience in a Toll Service Desk environment, recently promoted to A5 status for outstanding performance in both client support and administrative management. Proven expert in delivering high-level VIP support for international clients (UK, AU, USA), possessing excellent cross-cultural communication skills, and proficient in core Windows administration and L2 tasks, including onboarding and offboarding, while leveraging AI automation certification to drive efficiency and reduce overall team escalations. Solution-focused Senior Service Desk Analyst with track record in rapidly and efficiently resolving user issues to boost productivity. Skilled in ITIL frameworks, incident management, and troubleshooting complex technical problems. Excel at communication, leadership, and problem-solving to ensure seamless IT operations and superior user support.

 I am skilled in escalation management and team development. During my time at Linfox Logistics, I significantly improved the service desk's efficiency and ensured compliance with service level agreements (SLAs). By utilizing advanced troubleshooting techniques and maintaining a strong commitment to exceptional customer service, I spearheaded initiatives that enhanced incident resolution rates by more than 30%. This experience highlights my technical expertise and leadership abilities.    Proactive and goal-oriented professional with strong time management and problem-solving abilities. Recognized for reliability and adaptability, with a quick capacity to learn and apply new skills. Dedicated to leveraging these qualities to drive team success and contribute to organizational growth.    Exhibits strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Offers a positive attitude and a commitment to continuous learning and growth. 

Sowmya Kanduri

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Senior Analyst

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Master of Science - Networks And Information Security

Bachelor of Technology - Electronics and Communications Engineering

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Senior Analyst

Master of Science - Networks And Information Security

Bachelor of Technology - Electronics and Communications Engineering

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