Bhanu Prakash

Operations Associate

Hyderabad, Telangana, India10 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 10 years of experience in IT and customer support.
Led healthcare project with significant service delivery improvements.
Earned two promotions for top-tier performance at Wipro.

Stackforce AI infers this person is a Healthcare IT Service Management expert with strong leadership and technical support capabilities.

Contact

Skills

Core Skills

Service Delivery ManagementTechnical Project LeadershipIt Service ManagementOffice 365 AdministrationService DeskSystems ManagementTechnical Support

Other Skills

Operations ManagementProcess AutomationCustomer Service ManagementHealthcare Information Technology (HIT)CommunicationMajor Incident ManagementChange ManagementConstructive FeedbackSoftware as a Service (SaaS)Support EngineersWindowsJob SatisfactionGlobal MobilityNetworkingOffice 365

About

A dedicated and result driven professional with over 10 years of experience in the IT and customer support industry. I am expert in managing teams, Client Handling, Onboarding, Project Handling, Troubleshooting technical issues with a strong background at Wipro, Teleperformance and Tech Mahindra. I have consistently demonstrated exceptional leadership skills, performance improvements, and adaptability. I have worked with 3 major clients and Handled them well, brought significant improvement in Service delivery. I have earned two promotions in my tenure at Wipro due to my consistent top-tier performance. I am ready to bring my expertise in Service Desk Operations, technical support, and team management to a leadership role.

Experience

10 yrs

Total Experience

3 yrs 4 mos

Average Tenure

4 yrs

Current Experience

Wipro

4 roles

Information Technology Service Desk Team Lead

Promoted

Aug 2025 – Present · 9 mos

Leading a team of service desk analysts across India sites (Hyderabad & Pune), ensuring optimal staffing, mentoring and performance management.
Taking care of IT service desk operations for healthcare account, adhering to SLA and compliance standards.
Tracking Daily, Weekly and Monthly KPI, preparing detailed performance dashboards and reports for stakeholders.
Acting as a primary point of contact for client leadership, ensuring communication and timely resolution of escalations if any.
Implementing ITIL best practices and continuous improvements to enhance service efficiency and quality.

Operations ManagementService Delivery ManagementProcess AutomationCustomer Service ManagementTechnical Project LeadershipHealthcare Information Technology (HIT)+3

Project Lead

Promoted

Jun 2024 – Aug 2025 · 1 yr 2 mos

Lead the team by setting clear goals, providing direction, and aligning efforts
organizational objectives.
Focus on continuous improvement and growth, both individually and as a team.
Oversee the daily operations of the IT Service Desk, ensuring SLA and other metrics are in
line.
Act as a primary point of contact for clients and stakeholders, addressing concerns and
ensuring customer satisfaction, coordinate the resolution of client-related issues promptly.
Offer feedback and conduct performance reviews to support professional growth.
Help team members to balance workload

Operations ManagementTechnical Project LeadershipIT Service Management

Systems Administrator

Oct 2023 – Jun 2024 · 8 mos

Azure Administration (Strong Knowledge on Account Management, Virtual Machine, App Service, Product Based knowledge, Storage account, Azure Active Directory, etc.)
Office 365 Administration (Office 365 Admin Center for managing mailbox, license management, Downloading & installation of the Apps)
Windows Application (Strong knowledge in Installation, Configuration, and Troubleshooting of Windows 10,11)
VM Administration: (Installation, Configuration, Troubleshooting of VM ware Workstation, Citrix Application
SharePoint: (Creating, configuration and managing SharePoint sheet)
CorpMobility (Knowledge of activating Corporate Mobile Device, Upgrading, Purchasing)
Customer Service, Client Handling,
Installation knowledge of all the required software’s in the platforms for which it is eligible.
Service Desk Analyst
Additionally, working as a ground lead for Wipro at client location which is like a bridge between client and Wipro Management. Sharing performance and reviewing them time to time, initiating new things for our team so that performance can be improved, etc

Constructive FeedbackSoftware as a Service (SaaS)Support EngineersWindowsJob SatisfactionGlobal Mobility+10

Administrator

May 2022 – Oct 2023 · 1 yr 5 mos

Installing and configuring software, hardware and networks. Monitoring system performance and troubleshooting issues. Ensuring security and efficiency of incident tickets. Settings up accounts and workstations with installation of software, specially for New Hire Upgrade system with new releases and models. Troubleshooting issues and outages. Building an internal wiki with technical documentation, sharing feedback to the incident control team according to the policies. Working on Patch Management

Software as a Service (SaaS)Virtual Private Network (VPN)Systems ManagementBMC Remedy Ticketing SystemSupport EngineersSharePoint Administration+8