PRUDHVI II

System Admin (Lead) & Global Technical Support Expert.

12+ Years of work experience.

+91-949******* ll Email: ad3nwe@r.postjobfree.com

Objective:

I consider myself responsible, and creative, with initiative and punctuality, I accept with pleasure the challenges and goals that your organization could assign me, with a good handle on interpersonal relationships, the ability to work in teams, the ability to work under high pressure, to solve problems efficiently and achieve the goals set by the company and my work group.

Highlights of Core Technical Skills:

Provided technical support to customers in the United States, UK, Canada, and other countries.

Managed and led two teams, each consisting of 12 members, with a total team capacity of 24 members. One team focused on L1 support while the other team handled L2, L3 support.

Successfully closed over 6000 tickets, spanning across more than 350 unique applications.

Provided Level 1, Level 2, and Level 3 technical support to clients and internal teams, ensuring timely resolution of issues and minimizing downtime.

Maintained strong operational metrics, including low refund rates, high productivity, and exceptional CSAT scores.

Expertise in configuring and troubleshooting Cisco routers, switches, firewalls, and wireless access points.

Provided technical support and troubleshooting expertise for Matrack and Germini GPS tracking devices and applications to global clients through remote, chat, and call.

Acted as a subject matter expert on Matrack and Germini GPS technology, advising customers on best practices and solutions tailored to their needs.

Managed and maintained the SCCM infrastructure for software deployment and updates.

I am proficient in remote applications and help-desk software like TeamViewer, Zoho, Cisco WebEx, Zendesk, and ConnectWise Control.

Conducted troubleshooting and provided technical support for SCCM-related issues.

Proficient in both Windows and Mac OS environments.

Resolved complex customer issues by integrating various cloud capabilities such as M365, Exchange, and Outlook.

Collaborated with product development teams to identify and resolve technical issues, contributing to the improvement of Matrack and Germini GPS tracking products through remote, chat, and call.

Conducted application and network troubleshooting using packet capture and analysis tools.

Implemented creative and innovative Rewards & Recognition activities to enhance team performance and motivation, while also supporting the career advancement of team members.

Handled escalated customer calls and guided/assisted agents in the premium queue and utilization of customer service tools.

Conducted training sessions for clients and internal staff to enhance understanding and utilization of GPS tracking systems.

Interacted with customers via chat and voice processes, effectively understanding and resolving their problems.

Addressed scenarios related to service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture.

Provided solutions for various technical issues related to desktops, laptops, printers, scanners, CC cameras/DVRs, and networking.

Demonstrated a strong working knowledge of CCTV equipment, including cameras, NVRs, DVRs, and monitors.

Monitored and troubleshoot VOIP phones and PBX servers.

Set up SMTP archiving and conducted daily health checks for all Exchange servers.

Provided support and maintenance for Microsoft Office Outlook Web Access, Microsoft Office Outlook, E-mail, Calendaring & Scheduling, and M365.

Administered and monitored servers, configurations, service administration, and account maintenance for Office 365/Exchange and Skype for Business post-migration.

Network architecture, design, integration, and protocols including TCP/IP and bridging; In-depth Local Area Network (LAN) design and Wide Area Network (WAN) design, including hubs, routers, network wiring, and other network devices;

Resolved hardware/software/login-related problems through remote sessions and calls based on customer needs.

Collaborated with IT Project Managers to develop focused plans and solutions.

Spearheaded the administration of Microsoft Office 365 services in a large-scale environment, overseeing all aspects of configuration, maintenance, and user support.

Managed Active directory user accounts, permissions, and access controls for a diverse user base, ensuring compliance with security policies.

Orchestrated the migration of legacy systems to Microsoft 365, leading to a seamless transition and improved collaboration and communication capabilities.

Implemented and maintained O365 applications, including Exchange Online, SharePoint Online, OneDrive for Business, and Teams.

Played a key role in the planning and execution of O365 upgrades and updates, ensuring minimal disruption to productivity.

Conducted regular audits and assessments of O365 configurations, optimizing settings for performance, security, and cost-effectiveness.

Acted as a subject matter expert for O365-related issues, providing timely resolutions and user training as needed.

Identified trends in customer questions and provided recommendations to the Expert Ops team regarding recruiting, training, and communication gaps.

Professional experience:

1.Technical Support Engineer (International IT Specialist) in Justified Advertising Software Services India Digital Private Limited. (Justanswer.com). Bengaluru. From December 2020 to May 2023.

Roles Responsibilities:

Managed and resolved technical issues for software, hardware, and electronic products in the USA and other countries.

Monitored and addressed incoming support requests within the SLA time limit and based on priority through the company’s (Just Answer's) ticketing system.

Provided professional IT support to end users with a customer-centric, high-quality approach.

Installed, troubleshooted, and repaired Windows and iOS-based systems through email, phone, and in-person support.

Provided technical support and troubleshooting expertise for Matrack and Germini GPS tracking devices and applications to global clients through remote, chat, and call.

Routinely routed or escalated tickets to the global team as needed.

Generated thorough reports on billing activity with clear and reliable data.

Delivered remote troubleshooting and analysis assistance for installation, usage, and configuration questions.

Collaborated with product development teams to identify and resolve technical issues, contributing to the improvement of Matrack and Germini GPS tracking products through remote, chat, and call.

Responded to and prioritized requests for assistance from clients experiencing problems with software, networking, hardware, and other computer-related topics.

Provided critical product feedback to drive operational improvements and engagement outside of M365.

Successfully closed over 6000 tickets involving over 350 unique applications.

Conducted setup, repair, data recovery, cleaning, and installation services for customers.

Maintained strong operational metrics such as low refund rate, productivity, and CSAT scores.

Followed standard procedures for proper escalation of unresolved issues to appropriate internal teams.

Conducted training sessions for clients and internal staff to enhance understanding and utilization of GPS tracking systems.

Engaged with peers, customers, and vendors in alignment with the company’s (Just Answer's) processes and procedures.

Provided chat and remote solutions for problems related to iCloud, Microsoft One Drive, Teams, and Zoom applications.

Responded to technical assistance requests in person, via phone, and remotely for various technologies including Windows and Mac OS-based endpoints, tablets, Smartphones, and Microsoft Office.

Offered troubleshooting instructions for all electrical devices including Android TVs, DVRs, IP CC Cameras, car radios, etc.

Experienced in remote customer support for wireless LAN access, VPN, DSL, and cable services. - Maintained an average customer service rating of 80% or higher in a fast-paced environment.

Conducted troubleshooting, diagnosis, and repair of Apple MacOS and iOS hardware and software.

Ensured the security of the company’s assets and user data according to company policies and regulations.

Assisted in creating and maintaining IT, TechOps, self-help, and onboarding documentation.

Collaborated with leadership to improve tech support procedures and policies and recommend process improvements.

Helped define coordination, delivery, standardization, and communication of end-user support.

Supported a wide array of software and services including OS, Microsoft 365 software, anti-virus, patch management, and other critical services.

Provided support for multi-faceted IT environments including laptops, desktops, scanners, printers, telephones, servers, networking devices, ISP and telecoms providers, and day-to-day support activities.

Supported multiple hardware and operating system platforms including Mac and Windows, and related software and accessories.

Provisioned, configured, and delivered equipment ensuring proper functionality and connectivity, including laptops, routers, modems, printers, and network devices.

Provided setup, configuration, and troubleshooting of video meeting applications such as FaceTime, MS Teams, and Zoom.

2.Sr. System Administrator (Lead) & Global Technical Support Executive at

"3 One Technologies Pvt Ltd," Kakinada. From Dec 2015 to Nov 2020.

Roles Responsibilities

Led and managed two teams, each comprising 12 members, with a total capacity of 24 members.

Provided Level 1, Level 2, and Level 3 technical support to clients and internal teams, ensuring timely resolution of issues and minimizing downtime.

Constantly monitor and oversee the performance of servers, including software and hardware to ensure they are operating at an optimum level.

Collaborated with product development and engineering teams to escalate and resolve escalated issues requiring Level 3 support, contributing to the improvement of product reliability and performance.

Extensive experience in Active Directory support and administration, And Ability to analyze and troubleshoot AD-related issues efficiently.

Managed and optimized SCCM administration to ensure efficient software deployment and update processes. Conducted regular evaluations and implemented improvements in SCCM configurations, resulting in increased system stability and performance.

Identify the need for updates and upgrades and implement them to the network infrastructure.

Research and install the best firewalls and devices along with the installation of systems and their upgrades.

Collaborated with cross-functional teams to develop and implement best practices for SCCM usage in alignment with business goals.

Provided technical support for SCCM issues, troubleshooting, and resolving challenges promptly.

Cultivated a highly productive team through impact employee development, performance management, coaching, and training.

Led the upgrade process for SCCM ensuring seamless transitions to the latest versions and taking advantage of new features.

Ensured prompt and satisfactory resolution of support requests by setting clear expectations and meeting commitments according to Service Level Agreements (SLAs).

Network architecture, design, integration and protocols including TCP/IP and bridging; In depth Local Area Network (LAN) design and Wide Area Network (WAN) design, including hubs, routers, network wiring and other network devices.

Configured and deployed robust network security solutions, executed network strategies, and optimized network performance.

Successfully implemented SCCM, resulting in a 20% reduction in software deployment time.

Orchestrated large-scale network management to ensure optimal availability and reliability.

Proficient in configuring and troubleshooting Cisco routers, switches, firewalls, and wireless access points.

Implemented and maintained secure and resilient network by configuring Cisco routers, switches, and access points.

Leveraged packet capture and analysis tools for efficient troubleshooting of applications and networks.

Provided technical support and troubleshooting for Cisco networking devices.

Developed and enforced network security policies to safeguard against external threats.

Managed preventive maintenance activities for Cisco network equipment.

Spearheaded and directed customer service representatives to meet performance expectations and client service level agreements.

Implemented performance improvement plans, coaching programs, and feedback initiatives to enhance individual and team performance.

Analyzed performance data to identify areas for improvement and enhance customer satisfaction and operational efficiency.

Developed and managed team schedules to ensure round-the-clock customer support coverage.

Monitored team attendance and adherence to schedules to maintain optimal staffing levels - Implemented innovative Rewards and Recognition activities to elevate team performance and motivation.

Established and executed reward and recognition programs to motivate and engage team members, identified career development opportunities for team members and provided coaching and mentoring support.

Conducted regular performance evaluations and provided constructive feedback to team members.

Developed individual and team performance goals and tracked progress toward achieving them.

Identified and addressed training and development needs to enhance team skills and knowledge.

Fostered and nurtured strong client relationships by delivering exceptional customer service and exceeding expectations.

Addressed client concerns and escalations promptly and effectively.

Collaborated with clients to identify opportunities for process improvement and service enhancements.

Analyzed metrics to drive productivity standards and recommended strategies for performance improvement.

Planned work to meet customer SLAs and generate detailed reports on network and systems performance.

Delivered comprehensive training to optimize systems maintenance and resolve recurring issues.

Configured, tested, and maintained network equipment for maximum performance.

Resolved issues and escalated problems with a prominent level of support and quality service.

Mentored employees and offered constructive feedback for continuous performance improvements.

Installed and upgraded Windows operating systems and resolved Apple product-related problems.

Managed recipient objects and provided technical assistance to clients.

Resolved web application issues and proficient with remote desktop applications and help desk software.

Collaborated with internal groups to support sales, product management, and consulting efforts.

Conducted pre-migration tests and configured and maintained network printers.

Installed and managed Active Directory, DNS, and DHCP systems.

Troubleshooted system and network problems and restored calendar permissions after migration.

Cultivated positive relationships with clients and managed multiple branches.

Proficient in Windows and Mac OS environments and resolved technical issues with customer devices.

Planned, installed, and administered TCP/IP networks and managed LAN and WAN connections.

Expertise in migrating Microsoft messaging technologies and managing IT-related licensing.

Oversaw patch management process and administered video conference system.

Recommended changes to optimize systems and network configurations and coordinated with vendors and internal personnel.

3.System Administrator (I.T) in BEST WESTERN S.V.N. Grand Hotel, (BEST WESTERN Group Hotels), Kakinada. From 2013 April to October 2015.

Roles &Responsibilities:

Analyzed and resolved support requests for IDS Next - hotel management system software Hospitality applications to ensure prompt resolution.

Demonstrated expertise in PMS applications and rapidly acquired advanced troubleshooting skills in hospitality products.

Resolved front office IDS Next software issues, including guest reservation, checkout, and photo registry card problems.

Provided efficient support to staff and clients through face-to-face or phone interactions to set up systems and resolve issues.

Demonstrated expertise in PMS applications and rapidly acquired advanced troubleshooting skills in hospitality products.

Created and configured user policies in the active directory to streamline system access and security.

Installed, maintained, and troubleshot CCTV systems based on company standards and client specifications.

Conducted site surveys to assess customer needs and recommended appropriate system solutions.

Designed cost-effective CCTV systems that met customer expectations and requirements.

Prepared detailed proposals and quotations for potential clients to facilitate informed decision-making.

Generated system diagrams and documentation for internal and external use, ensuring clear communication and understanding.

Trained customers on the use of their new CCTV system, ensuring smooth adoption and utilization.

Provided technical support and advice to customers as needed, ensuring prompt resolution of any issues - Responded to service calls promptly and professionally to ensure customer satisfaction.

Maintained accurate records of all installed systems for effective tracking and reference purposes.

Always adhered to health and safety guidelines to promote a safe working environment - Complied with company policies and procedures to ensure smooth operations and adherence to standards.

Managed PMS database backups and monitored backup schedules to safeguard critical information.

Participated in team-building activities to foster positive working relationships and collaboration - On-boarded new temps by entering employee information into systems, ensuring smooth integrations.

Trained hotel staff on new features introduced in PMS applications, enhancing their proficiency and productivity.

Demonstrated respect, friendliness, and a helpful attitude in all interactions, promoting a positive work environment.

Proficient in front office operations, including guest data management, registration, room inventory, reservations, check-in, and check-out - Installed, configured, and maintained IDS Software (Star Hotels Software), providing ongoing troubleshooting and maintenance support.

Managed local area networks and resolved hardware-related issues, such as printer problems, workstation issues, and OS issues.

Managed and troubleshoot software and hardware-related issues at the property, ensuring smooth operations.

Coordinated with IDS support staff and stayed updated on all the latest features in the application for efficient support.

Responsible for maintaining connectivity settings with Outlook and user mailboxes, ensuring uninterrupted email access and functionality.

4.Network Engineer in City Online Broadband Services Ltd, From 2011 Nov to 2013 March, Kakinada.

Roles & Responsibilities:

Initiated and managed network test facilities to verify network hardness and resilience.

Provided network support services for devices such as hubs, bridges, routers, and other hardware.

Performed troubleshooting for Cisco and packet analysis.

Monitored network capacity and performance to diagnose and resolve complex network problems.

Managed, tracked, and coordinated problem resolution and escalation processes.

Troubleshoot complex multi-vendor network service provider issues.

Collaborated with vendors to identify the best options for optimizing network performance.

Applied tier-isolation best practices to support multi-tier architectures.

Integrated fixed wireless connectivity into facilities requiring high-speed networks.

Configuring & Maintaining the Network Printers, support/security/systems engineer.

Installation and maintaining Active Directory, DNS, DHCP.

User management, Performance Monitoring for Windows Server Platforms.

Handle and troubleshoot operating system installations, software installations such as MS Office, antivirus software, Internet Information Server, and client configuration. Setting up Remote Access Service, Maintaining Antivirus software and windows updates.

Active Directory users and groups management, Backup Management.

Creating standard net-backup policies and taking backups of the servers and restoring them if required.

Troubleshooting user-related and OS-related problems in systems and servers.

Network/helpdesk support protecting the network from the attacks of viruses.

TCP/IP Connectivity, Hubs and Switches configuration.

Network (LAN) and Wi-Fi connection troubleshooting.

Collaborated with vendors to identify best options for optimizing network performance.

Soft Skills:

Self-motivated, driven, and resourceful in a changing environment.

A mindset for learning, testing new ideas, and using data to back up intuition.

Strong analytical, written, and verbal communication skills.

Capable of working effectively in a highly collaborative and team-oriented culture.

Ability to juggle multiple tasks, organize work effectively, conceptualize and prioritize objectives and exercise.

Educational Qualification:

Completed My MCA (Master of Computer Application) at Alagappa University in Visakhapatnam.

Completed Courses:

MCITP and MCSA, as well as Hardware and networking courses were completed at the Institute of Silicon Info Systems.

Personal Details:

Name : Prudhvi Santosh _ Manugarra

Father’s Name : Ramachandrarao _ Manugarra

Gender : Male

Marital Status : Married

Date of Birth : 31-05-1991

Native language : Telugu

Languages Know : English, Hindi & Telugu (N).

Address : Visakhapatnam.

Declaration:

I hereby declare that all the information provided is true to the best of my knowledge.

Place:

Date:

PRUDHVI SANTOSH M.

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