Customer Service It Support

PRATHYUSH RAMESH

*****************@*****.*** +1-945-***-**** New York

LinkedIn: Prathyush Ramesh

PROFESSIONAL SUMMARY

Dedicated IT Support Specialist with over a year of experience in help desk, phone support, and customer service roles. Proficient in diagnosing and troubleshooting Windows 10/11, Office 365, and a variety of hardware, including laptops, desktops, servers, and printers. Skilled in providing hands-on support to floor and office staff, resolving technical issues efficiently, and maintaining operational continuity. Experienced in identifying and resolving network connectivity issues in LAN/WAN environments, ensuring reliable and secure network performance. Committed to delivering excellent customer service and technical expertise to enhance user satisfaction.

TECHNICAL SKILLS

Technical Support: Proficient in Windows 10/11 and Office 365 troubleshooting.

Hardware Support: Experience with configuring and maintaining laptops, desktops, servers, and printers.

Network Troubleshooting: Skilled in diagnosing LAN/WAN connectivity issues and resolving network disruptions.

Customer Service: Strong ability to provide user-friendly explanations and support to non-technical staff.

Problem-Solving: Effective in diagnosing and resolving technical issues to minimize downtime.

Communication: Excellent verbal and written skills for support documentation and user assistance.

PROFESSIONAL EXPERIENCE

Network Support Engineer

Nokia Texas

October 2024 – JAN 2025

Monitored network performance, troubleshooting issues and optimized system performance.

Collaborated with cross functional teams to ensure seamless integration of new technologies.

Aided with applications such as outlook, Active directory, RAS, Windows OS.

Conducted security assessments and implemented measures to safeguard network integrity.

Maintained documentation for network configurations, processes and procedures.

Supported network operations, managing TCP/IP configurations and VPN connectivity for secure remote access.

Experienced in server migration, installation, and cable management at data centers.

Proficient in physical hardware/software integration and troubleshooting.

Supported automation tools, including deployment scripts, for streamlined server and client setups.

Implemented security protocols like HTTPS for encrypted data transfers, enhancing network security.

Utilized ICMP for network diagnostics and troubleshooting, ensuring connectivity and optimal network performance.

Installed, configured, and maintained the software applications.

Sr. IT Engineer

DXC Technologies Bangalore, Karnataka

October 2020 – December 2022

Designed secure network solutions, enhancing transaction efficiency and reducing latency.

Monitored network security protocols, ensuring compliance with banking regulations.

Provided end-to-end IT support, ensuring seamless operations and minimal downtime for enterprise-level infrastructures.

Delivered comprehensive IT support for enterprise-level environments, including troubleshooting Windows 10/11, Office 365, and network connectivity issues.

Provided desk-side and remote support for laptops, desktops, and printers, ensuring minimal downtime for end-users.

Collaborated with DXC teams to implement effective solutions for floor and office staff's technical challenges.

Skilled in troubleshooting and maintaining desktop, server, and network environments.

Strong understanding of networking concepts, including TCP/IP, routing, and switching.

Implemented and adhered to computer security policies to safeguard IT systems and data integrity.

Experienced in managing Active Directory, group policies, and other enterprise tools.

Set up secure SSH access, user permissions, and firewall rules to strengthen server security.

Diagnosed and resolved performance issues, improving response times and reliability.

Excellent verbal and written communication skills, with a focus on clarity and professionalism.

Strong analytical and critical-thinking skills for effective problem-solving.

Able to work effectively both independently and as part of a collaborative team.

Highly organized, with solid time management abilities and attention to detail.

Proficient in ServiceNow, Active Directory, and Microsoft 365.

Solid understanding of computer software, operating systems, hardware, and networking protocols.

Skilled in configuring laptops and desktops, including SCCM imaging using thumb drives.

Experienced in repairing and troubleshooting laptops, desktops, monitors, printers, and company-owned mobile devices.

Expertise in diagnosing and resolving Wi-Fi and VPN connectivity issues.

Effective problem-solving and critical-thinking abilities for troubleshooting and issue resolution.

Network Support Specialist

HCL Technologies Bangalore, Karnataka

September 2017 – October 2020

Supported network operations by managing TCP/IP configurations and VPN connectivity for secure remote access.

Assisted in configuring VLANs, access lists, and firewall rules to secure network traffic.

Supported hardware and software systems for corporate users, ensuring smooth operations in dynamic IT settings.

Diagnosed and resolved connectivity issues in LAN/WAN environments, improving network reliability.

Worked with end-users to provide proactive solutions and excellent customer service to address their technical concerns.

Configured and managed remote access and site-to-site VPNs, using IPsec and OpenVPN for secure communications.

Monitored VPN performance and resolved connectivity issues to ensure reliable access.

Skilled in TCP/IP and UDP protocols, implementing HTTPS for secure data transfers and using ICMP for diagnostics.

Proficient in using Microsoft Office Suite for documentation, reporting, and collaboration.

Skilled in utilizing intranet and internet tools to enhance operational efficiency.

Demonstrated ability to diagnose and resolve technical issues effectively.

Provided technical support to internal and external stakeholders, ensuring high levels of customer satisfaction.

Engaged with clients, including HCL Technologies, to understand their IT needs and deliver tailored solutions.

Maintained clear and concise communication to facilitate knowledge transfer and support processes.

Quickly adapted to new tools and technologies to meet evolving client requirements.

Continuously updated knowledge in networking and cybersecurity best practices.

Manage DNS configurations to enable efficient domain-to-IP resolution.

Assisted with Linux server setup and maintenance in a production environment, including IP addressing, DNS, and port forwarding.

Performed regular server health checks, log analysis, and identified potential security risks.

EDUCATION

Master of Science, Business Analytics, May 2024

Texas A&M University – Commerce

Bachelor of Technology, Computer Science

Gokaraju Ranga Raju Institute of Engineering and Technology – Hyderabad, India

CERTIFICATIONS

ITIL Foundation Certified

Microsoft Certified: Azure Fundamentals

Certified Aternity Professional

ADDITIONAL SKILLS

Strong analytical and problem-solving abilities with a focus on quality and attention to detail.

Exceptional verbal and written communication skills, with experience in technical documentation and stakeholder presentations.

Effective collaboration within geographically dispersed Agile teams, fostering innovation and team growth.

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