1. BHASKAR KONANHALLI
PERSONAL DETAILS
Nationality : British E-mail : konanhal2002@yahoo.co.uk
Post Code : London, SW17 6AH Mobile : 07958752256
Date of Birth : 1972 Other : 020 86822781
Place of Birth : Doncaster, Yorkshire Linkedin : http://uk.linkedin.com/pub/bhaskar-konanhalli
Driving License : Full UK
EDUCATION & QUALIFICATIONS
2013 ITIL V3 Foundation (Knowledge Academy, London)
2001 MSc Information Systems Design (University of Westminster)
1997 Software Technology Group, UNIX, C and Oracle, Bangalore, India
1994 BE Industrial and Production Engineering, Bangalore University, India.
PROFILE
A Technical Support Analyst / Service Desk Analyst with over 6 years experience in 1st
and 2nd
line
technical roles working across multiple industries, including IT, entertainment, retail, outsourcing and
professional services. Possesses a wide range of skills in both bespoke and desktop support. Technical
expertise includes Retalix REPOS, mainframe systems, MS Office 2003, Active Directory, Blackberry and
Android devices, VPN and telephony issues.
Has worked on a few critical projects and helped set up a new service desk. Successfully mentored new
starters for the service desk. Effectively deals with excessive workload and has a user support base of 150,000
users.
Excellent team player and keen to accept challenges. A keen achiever with a track record of maximising
productivity of IT teams by ensuring high rates of resolving calls and enhancing customer satisfaction. Enjoys
problems solving and analysis of incidents. Have good presentation and teaching skills. Dedicated to maintain
consistently high standards of service by constantly meeting SLAs. CRB checked and certified. SC cleared.
Seeks contract work and permanent work, being immediately available for both interviews and starts for
most locations within London and the UK.
TECHNICAL SKILL SUMMARY:
Operating systems: Windows 7, Windows XP, Windows 2003, Windows Vista, Mainframe and
UNIX.
Software/ Desktop: Microsoft Office, BES, Good Messaging, Active Directory, Wavelink,
Avalanche, ITSM Remedy, ServiceNow, Citrix, Signify.
Hardware: Compaq / Dell PCs, KVM switches, rack servers, printers, networks and
telephony.
Languages: SQL and basic C and C++, FORTRAN IV.
Databases: Oracle 7.1 with SQL and MS Access.
Development Methodologies: SSADM and UML.
Remote log on tools: VNC, Net Meeting, remote desktop connection.
Bespoke systems: Retalix REPOS, Retek Merchandising System (RMS), Retail Stock Systems
(RSS), Mainframe, Online Putty systems.
REFERENCES AVAILABLE ON REQUEST

2. BHASKAR KONANHALLI
EMPLOYMENT HISTORY
Nov - Jan 2015 Cineworld, London
A cinema chain operating in UK, Ireland, Jersey and Europe as Cinema International and it has 79 cinemas
in the UK only. It is headquartered in Chiswick, London and is the second largest cinema operator in the UK.
Hired as an IT Support Analyst to provide 1st
and 2nd
line support to cinema houses, head office in Chiswick
and field based staff. The Service Desk was being outsourced to Poland and contactors were brought in to
help out as many permanent staff had left. The team consisted of 6 members and queries were received by
phone, email and walk-ins.
Responsibilities:
• Providing support to cinema houses back office systems such as vista cash desk, vista back office,
• Logging on to tills and automatic ticketing machines (ATM) to resolve issues and desktop support to head
office staff. This included both hardware and software support
• Active Directory – administration of user accounts, password resets and network resources
• Installing Ocius software on ATMs and tills to resolve printing issues and updating pinpads.
• Analysing issues occurring in the back office systems such as vista cash desk and vista back office.
• Remote support of workstations using tools like remote desktop connection and dameware.
• Support of Avaya telephony systems.
• Analysing and resolving desktop issues such as antivirus software, email queries, Wi-Fi, mobile phones
and generalised windows and MS office support for head office staff (Desk side support).
• Escalating high priority incidents to the Incident management team. All incidents logged in ServiceNow.
• Performing movement and installation of hardware such as setting up PCs and printers.
• Stock taking of hardware equipment.
• Using airwatch tool to set up iPods and mobile phones.
Technical snapshot: Active Directory, Dameware, Remote desktop connection, Ocius software, Vista, Desk
side support, Airwatch.
Achievements:
• Proactively offered BAU support during critical times such as Christmas and New Year’s Day. This was
essential to support a handful of cinema houses trading on Christmas day.
• Performed root cause analysis of certain issues such as ATMs frequently crashing and liaised with
Incident management closely. There was repeated issues with ATMs. A lot of customers use ATMs to
collect their pre ordered bookings and avoid to having queue up at tills. It is important that all ATMs are
operational to facilitate quick movement of customers into the cinema hall.
• Helped in training of offshore staff to run the service desk in which was being outsourced to Poland. It
was essential that the team in Chiswick imparted as much knowledge as possible within the stipulated
period to enable the offshore team to come up to speed.
Jun - Oct 2014 Capita, Weybridge
A multinational business process outsourcing and professional services company headquartered in London.
Clients in local and central government as well as the private sector.
Hired as a Service Desk Engineer to provide 1st
and 2nd
line support to Southwark council for a customer base
of around 6000 users. The team consisted of 10 members and queries were received by phone and email. Each
analyst on the desk was expected to log an average of 40 to 50 calls a day. The service desk worked closely
with the desktop team of 8+ members and other teams such as application support and telephony or voice.
Responsibilities:
• Active Directory – administration of user accounts, password resets and network resources
• Citrix – Support for Citrix applications using EMC console
• Support for signify remote log on system using both software and hardware tokens
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3. BHASKAR KONANHALLI
• Performing 1st
line and 2nd
line support for user set up on blackberry enterprise server (BES) and other
issues such as handheld passwords
• Remote support of workstations using tools like BOMGAR
• Support of WYSE boxes
• Analysing issues in Microsoft outlook
• Escalating high priority incidents to the Incident management team. All incidents logged in ServiceNow.
Technical snapshot: Active Directory, BES, Citrix, EMC, ServiceNow, Signify, Wyse terminal
Achievements:
• Took initiative to work closely with the 2nd
line desktop team to enable the service desk to do more 1st
line
fixes and increase the first line fix rate.
• Proposed ideas in meetings regarding service improvement which led to decreased workload as well as
improved internal processes and communication.
Apr - May 2014 Fujitsu, Stevenage
A Japanese Information Technology equipment and services company headquartered in Tokyo, Japan. It is the
second largest IT services provider by revenue.
Undertook a short term contract as a Service Desk Engineer where I was involved in a project with
Morrison’s supermarkets in launching a new match and more loyalty card to replace the existing miles fuel
card. Worked as 2nd
line Technical Services Specialist in a team of 4.
Responsibilities:
• Completing server checks which involved also checking the SQL server databases.
• Checking error logs and alerts on HP open view to pick up potential issues.
• Logging issues using Fujitsu’s TFS logging system and passing to third line.
• Running reports to check for all incidents.
Technical snapshot: 2nd line, SharePoint, Windows 7, HP open view, Triole for Service (TFS).
Mar - Apr 2014 Valero Energy Corporation, London
A fortune 500 company dealing with petrochemicals, transportation fuels and energy, operating in US, UK,
Canada and the Caribbean with an approximate output of 3 million barrels per day.
Undertook a short term contract as a Payment Support Analyst responsible for providing 2nd
line support for
roll out of new Gempay terminals to all Texaco filling stations in the UK. The team consisted of 7 members.
Responsibilities:
• Was part of the service assurance to log, monitor and work with 3rd
party suppliers to resolve hardware,
software and networking issues during the roll out of the Gempay terminals.
• Liaised with the 1st
line helpdesk in Texas to log issues in SharePoint for the Gempay terminals.
Technical snapshot: 2nd line, SharePoint, Windows 7, TNS networking tool.
Aug 2007 – Sep 2013 Sainsbury’s Support Centre, London
The Store Support centre is the main headquarters of Sainsbury’s Supermarkets and houses many departments
such as food and buying, property, supply chain, IT etc.
Hired as an IT Service Desk Analyst responsible for providing 1st
and 2nd
line support for bespoke systems to
all of Sainsbury’s supermarkets, petrol filling stations, restaurants, depots and data centres. The stores team of
20 was responsible for the support of REPOS, RSS and online systems. Customer base of 150,000 included
stores, petrol stations, restaurants, depots, data centres and head office.
Responsibilities:
• Worked as part of the Point of Sale (POS) team which is part of the Stores team supporting bespoke
systems such as Retalix REPOS, Retail Stock Systems (RSS) and online systems supporting a user base
of up to 150,000.
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4. BHASKAR KONANHALLI
• Analysed and resolved incidents within agreed service levels ensuring 1st line resolution is achieved
wherever possible. Incidents logged using Remedy.
• 1st line and 2nd line for REPOS software running front end tills and back end servers.
• Wrote simple SQL statements to query REPOS systems.
• Supported HR and payroll systems based in mainframe and online systems bases in UNIX.
• Escalated and monitored high priority incidents in line with Sainsbury’s Incident and Problem
Management processes.
• Took full ownership of incidents, ensuring that accurate and timely updates were provided to customers
and maintained in the incident management system (Remedy).
• Reported faults to external contractors when required, ensuring these were fixed within the agreed time
and closely monitoring and following up on outstanding faults.
• Proactively managed the incident stack within the Remedy call logging application and made sure all
relevant details and prompts use are correctly logged.
• Contributed to service improvement projects across the IT Service Desk.
• Championed several areas of knowledge within the team. Being first point of contact for such incidents,
as well as updating Problem Determination Guides or PDGs for these areas.
• Remote support of workstations using Net Meeting and VNC tools.
• Generalised support for Windows and Microsoft office applications.
• Supported VPN for remote logging of desktops and laptops and safeboot for laptops.
• Supported blackberry and good messaging systems.
• Attended change management meetings to discuss requests for change at CAB meetings.
• Handled, fault logged and analysed network and telephony queries.
• Trained and mentored new starters within the team; chaired team meetings.
Technical Snapshot: Windows 2003, Mainframe, Putty, MS office 2003, REPOS, RSS, printers, servers,1st
Line, 2nd
line, networking, telephony, BES, Good messaging, Active Directory (AD),
Net Meeting, Remote desktop, VNC, Remedy.
The projects worked on are as follows:
1. Fast Track System Champion
The fast track system is a self service system used in 38 stores where customers can shop on their own by
using a handset provided by the store.
I worked closely with the Business Development Manager and 3rd
party vendor to write a problem
determination guide to resolve issues by rebooting the server. I logged on to the server and checked certain
parameters and found that 8 out of 10 problems on the fast track system could be resolved by rebooting the
server. Once the PDG was written, I got it authorised with the 3rd
party vendor who managed the server and
communicated this to the rest of the Stores support team by sending out an email and putting it up on the
knowledge base.
I also helped to design the support model for a new fast track system being implemented in a new store at
Welwyn Garden City. I attended meetings and communicated details to the team.
Technical Snapshot: Windows 2003, REPOS, servers, 1st
Line, 2nd
line, networking, Net Meeting, remote
desktop, VNC.
2. Mobile Scan and Go Champion
The Mobile Scan and Go system was a system first trialled in Europe by Sainsbury’s wherein customers could
shop by scanning items on their mobile phone.
The team consisted of 20+ members. I sat in team meetings where I discussed potential issues which could
arise as a result of implementing the system.
I wrote a problem determination guide for the desk to refer to. I was the main point of contact between the
project team and the service desk for communicating updates to the project.
Technical Snapshot: Windows 2003, REPOS, 1st
Line, 2nd
line, Networking.
Achievements:
• Took initiative in arranging training for new members of the desk to be trained on the Retek
Merchandising system or RMS. By having access to this system, analysts could check for product and
promotional details and advise customer over the phone rather than passing it to the second line REPOS
team and waiting for them to get back. This helped to enhance customer satisfaction and increase the first
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5. BHASKAR KONANHALLI
line fix rate easily to above 23% as targeted by management for around 20 analysts working in the stores
support team.
• Successfully came up with fixes for the 1st
line team so that issues could be resolved before passing to 2nd
line team or 3rd
party vendors. When I found a fix, I wrote a problem determination guide and
communicated this to the Stores support team indicating where it could be found.
• Spearheaded joint visits between two different 3rd
parties and problem management to resolve an ongoing
issue with a till. I arranged several joint visits and got the problem management team to investigate the
issue based on the findings of the 3rd
parties. Eventually it was found that the pinpad for that particular till
had not been activated by the bank.
• Effectively demonstrated training skills when setting up the new IT Service Desk at Manchester. This
involved conducting classroom training and mentoring new recruits
Technical Snapshot: Windows 2003, Mainframe, Putty, MS office 2003, REPOS, RSS, printers, servers, 1st
Line, 2nd line, networking, telephony, BES, Good messaging, Active Directory (AD), Net Meeting, Remote
desktop, VNC.
EARLIER CAREER HISTORY AVAILABLE ON REQUEST
5

6. BHASKAR KONANHALLI
line fix rate easily to above 23% as targeted by management for around 20 analysts working in the stores
support team.
• Successfully came up with fixes for the 1st
line team so that issues could be resolved before passing to 2nd
line team or 3rd
party vendors. When I found a fix, I wrote a problem determination guide and
communicated this to the Stores support team indicating where it could be found.
• Spearheaded joint visits between two different 3rd
parties and problem management to resolve an ongoing
issue with a till. I arranged several joint visits and got the problem management team to investigate the
issue based on the findings of the 3rd
parties. Eventually it was found that the pinpad for that particular till
had not been activated by the bank.
• Effectively demonstrated training skills when setting up the new IT Service Desk at Manchester. This
involved conducting classroom training and mentoring new recruits
Technical Snapshot: Windows 2003, Mainframe, Putty, MS office 2003, REPOS, RSS, printers, servers, 1st
Line, 2nd line, networking, telephony, BES, Good messaging, Active Directory (AD), Net Meeting, Remote
desktop, VNC.
EARLIER CAREER HISTORY AVAILABLE ON REQUEST
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