Bhaskar Konanhalli is a technical support analyst from London with over 7 years of experience in first and second line support roles across multiple industries. He has an MSc in Information Systems Design from the University of Westminster and is ITIL certified. His most recent roles include providing desktop support to the Ministry of Justice and Cineworld cinemas, and service desk support to Capita and Sainsbury's, where he resolved incidents for POS systems and helped increase first line fix rates.

1. BHASKAR KONANHALLI
PERSONAL DETAILS
Nationality : British E-mail : konanhal2002@yahoo.co.uk
Post Code : London, SW17 6AH Mobile : 07958752256
Place of Birth : Doncaster, Yorkshire Other : 020 86822781
Driving License : Full UK LinkedIn: http://uk.linkedin.com/pub/bhaskar-konanhall
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 / Desktop Support Analyst / Deployment engineer with over 7 years experience
in 1st
and 2nd
line technical roles working in ITIL environments across multiple industries, including IT,
entertainment, retail, outsourcing, professional services and government departments. 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 critical projects and helped set up a new service desk. Effectively deals with excessive workload
and has a user support base of 150,000 users. Excellent team player, keen to accept challenges, possesses a track
record of maximising productivity of IT teams by ensuring high rates of resolving calls and enhancing customer
satisfaction. Enjoys problem solving and analysis of incidents which has led to timely issue and problem
resolution. Dedicated to maintaining consistently high standards of service by constantly meeting SLAs. CRB
checked and certified. SC cleared.
Seeks contract work, being immediately available for both interviews and starts for most locations within
London and the UK. Open to working shifts and weekends.
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
July –September 2015 Ministry of Justice
The Ministry of Justice (MOJ) is a ministerial department of the UK government headed by the Secretary of State
and Lord Chancellor. The department is responsible for areas of constitutional policy, human rights law and
information rights law across the UK.
Contracted as a Build Engineer / 2nd
Line Support Engineer to assist in the building and deployment of Lenovo
think pad laptops running Windows 8.1 across the entire ministry.
Responsibilities:
• Build and deploy up to 20 laptops a day. The project involved rebuilding all laptops to Windows 8.1
• Install the various encryption software on the laptops such as becrypt and X crypt
• Diagnose faulty hardware and software issues with Lenovo laptops
• Floor walking, providing desktop support to users having hardware and software issues which include
windows, email and office software.
Achievements:
• Successfully collaborated with the 3rd
line team members to modify build procedures for laptops. This was
essential as some software had to be taken off and new software installed for Windows 8.1. This was helpful
in detecting any software issues which may affect end users due to change in build procedures.
• Assisted in the packing, despatch and deployment of laptops to MoJ sites around the country. This enabled
the laptops to be quickly dispatched and deployed at different sites.
Skills Snapshot: Windows 8.1 Lenovo, Becrypt, X crypt
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:
• Provide support to cinema houses back office systems such as vista cash desk, vista back office,
• Log 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
• Install Ocius software on ATMs and tills to resolve printing issues and updating pinpads.
• Analyse 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.
• Analyse and resolve 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).
• Escalate high priority incidents to the Incident management team. All incidents logged in ServiceNow.
• Perform movement and installation of hardware such as setting up PCs and printers.
• Use airwatch tool to set up iPods and mobile phones.
Skills Snapshot Active Directory, Dameware, Remote desktop connection, Ocius software, Vista, Desk side
support, Airwatch, ITIL.
Achievements:
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3. BHASKAR KONANHALLI
• 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.
Contracted as a Service Desk Engineer to provide 1st
and 2nd
line support to Southwark council for a customer
base of 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
• Perform 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
• Analyse issues in Microsoft outlook
• Escalate high priority incidents to the Incident management team. All incidents logged in ServiceNow.
Skills Snapshot: Active Directory, BES, Citrix, EMC, ServiceNow, Signify, Wyse terminal, ITIL
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
Undertook a short term contract as a Technical Support Specialist 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.
Mar - Apr 2014 Valero Energy Corporation, London
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.
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:
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4. BHASKAR KONANHALLI
• Work in 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 150,000.
• Analyse and resolve 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.
• Write simple SQL statements to query REPOS systems.
• Support HR and payroll systems based in mainframe and online systems bases in UNIX.
• Escalate and monitor high priority incidents in line with Sainsbury’s Incident and Problem Management
processes.
• Take full ownership of incidents, ensuring that accurate and timely updates were provided to customers and
maintained in the incident management system (Remedy).
• Report faults to external contractors when required, ensuring these were fixed within the agreed time and
closely monitoring and following up on outstanding faults.
• Proactively manage the incident stack within the Remedy call logging application and made sure all relevant
details and prompts use are correctly logged.
• Contribute to service improvement projects across the IT Service Desk.
• Champion several areas of knowledge within the team. Act as the 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
• Support VPN for remote logging of desktops and laptops and safeboot for laptops.
• Support blackberry and good messaging systems.
• Attend change management meetings to discuss requests for change at CAB meetings.
• Handle faults, log and analyse network and telephony queries.
• Train and mentor new starters within the team; chaired team meetings.
Skills Snapshot: Windows 2003, Mainframe, Putty, MS office 2003, REPOS, RSS, printers, servers,1st
Line, 2nd
line, networking, telephony, BES, Good messaging, Active Directory (AD), ITIL, 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.
Skills Snapshot: Windows 2003, REPOS, servers, 1st
Line, 2nd
line, networking, Net Meeting, remote desktop,
VNC, ITIL.
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.
Skills Snapshot: Windows 2003, REPOS, 1st
Line, 2nd
line, Networking, ITIL.
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
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5. BHASKAR KONANHALLI
them to get back. This helped to enhance customer satisfaction and increase the first 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
Skills 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, SLAs, ITIL.
EARLIER CAREER HISTORY AVAILABLE ON REQUEST
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6. BHASKAR KONANHALLI
them to get back. This helped to enhance customer satisfaction and increase the first 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
Skills 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, SLAs, ITIL.
EARLIER CAREER HISTORY AVAILABLE ON REQUEST
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