It Support Systems Administration

Venkatanarashimharaju Indukuri

+1-469-***-**** ********************@*****.*** Irving, Texas

https://www.linkedin.com/in/venkata-narashimha-indukuri-658223359/

Summary

●Dedicated IT Support Analyst with 16+ years of experience providing Tier 1 end-user support in fast-paced environments.

●Skilled in device provisioning, troubleshooting hardware and software issues, and maintaining IT asset management systems.

● IT systems administration and providing end-user support

●Strong background and experience with Apple mac OS and Microsoft Windows

●Troubleshoot & Resolve Incidents and Problems associated with EUC Equipment and Software

●Proficient with Active Directory, scripting, and remote monitoring tools.

●Adept at delivering efficient resolutions and maintaining high levels of customer satisfaction.

●Cloud Computing: Proficient in AWS and VMware, Azure environments.

●Linux Administration: Strong background in managing Linux systems and applications.

Professional Certifications:

CCNA Certified Professional

PMA - Project Management Associate

ITIL V3

CompTIA A+

Network

Mobile Devices

Operating System

PC Hardware

Security

Education

Osmania University Hyderabad City, Telangana State Jan 2001 - Dec 2004

B.C.A (Bachelor of Computer Applications)

Work Experience

Keshav Memorial Institute of Technology Hyderabad, India

IT Support Manager Sep 2018 - Feb 2024

SaaS Support & Administration (Google Workspace, Slack, Zoom, Atlassian, etc.)

Led the upgrade of network equipment, including Cisco switches, routers, and access points, ensuring seamless integration with zero downtime.

Cisco VPN AnyConnect and Citrix

VPN to setup a secure network to gain access to network resources (Printers, Xerox, Network Shares) and Citrix to extend applications and desktops to the remote site via a Citrix

Provisioned and configured end-user devices during on boarding, including laptops, Rugged Laptops, desktops (dell, Lenovo rugged laptop, connectivity, Durability, Security), and mobile devices, Micro Station, AutoCAD

IT systems administration and providing end-user support

Strong background and experience with Apple mac OS and Microsoft Windows

Install Drivers / Hardware.

Troubleshoot & Resolve Incidents and Problems associated with EUC Equipment and Software

Configure and update device drivers for peripherals (e.g., printers, Xerox, scanners).

Install and set up new hardware, ensuring compatibility with the system.

Perform firmware updates when necessary.

Experience using ITSM Ticketing tools (e.g., Service Now, Jira, CRM, Zen desk) or similar ticketing systems to manage and track incidents.

Ability to run SQL queries against a MS SQL database

CRM and database management, with a working knowledge of SQL.

Cloud Computing: Proficient in AWS and VMware environments & Linux Administration: Strong background in managing Linux systems and applications. New User Setups

Create and configure login profiles in Active Director

Map network drives, install software, and set up printers.

Customize user environments (e.g., shortcuts and app preferences).

Hardware Support

Troubleshoot issues with desktops, laptops, printers, and other devices.

Perform basic repairs or coordinate with vendors for complex hardware problems.

1st and 2nd Level Troubleshooting

Resolve routine IT issues such as connectivity, software errors, and user queries.

Escalate complex issues to higher-level support when required, providing detailed documentation.

Assist with Higher-Level Tasks

Participate in special IT projects (e.g., migrations, system upgrades).

Collaborate with senior technicians on advanced issues or deployments.

Delivered Tier 1 support, resolving technical issues across hardware, software, and network systems, Imaging, BitLocker for a team of 1800 users.

Managed IT asset inventory, ensuring accurate tracking and timely procurement of hardware and software licenses.

Utilized Ticketing System to document incidents, track resolutions, and meet service level agreements (SLAs).

Set up video conferencing systems for meetings, ensuring seamless operations and troubleshooting as needed.

Maintained security by managing machine access changes and performing off boarding tasks, including secure data erasure.

Experience in troubleshooting, repair, and maintenance of technology to include hardware, software, printers and peripherals, audio/visual, and networking.

Physical setup of workstations, laptops, and smartphones

Enterprise Anti-Virus/Malware/Ransomware suite is configured to best practices

Manage end-user software & hardware inventory for company offices

Set-up and provide user support for our video conferencing rooms and systems

Track all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system

Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory

V Soft Technologies Pvt. Ltd Hyderabad, India

IT Manager Apr 2015 - Aug 2018

●Provided end-user support for clients, including installation, configuration, and maintenance of IT equipment.

●Leveraged Active Directory to manage user accounts, group policies, and permissions.

●Updated and optimized scripts to automate routine IT tasks, enhancing efficiency.

●Monitored and maintained IT systems, ensuring uptime and performance.

●IT Management: Skilled in infrastructure management, team leadership, and vendor relations.

●Server Management: Experienced in server installation, configuration, and maintenance.

●Security Management: Implemented security protocols and monitored network security.

●Technical and Customer Support: Provided L1/L2 support, issue resolution, and operational support.

●Customer Service Management: Expertise in customer care management, relationship management, and service delivery.

●Inventory Management: Managed hardware and software inventory effectively.

●8 years ‘of experience installing, supporting and maintaining the following:

●Windows 7, 8 and 10; Office 2013, 2016, 2019, M365

●G-suit, Email support

Pro-vigil Surveillance service Pvt.Ltd Hyderabad, India

IT Support Analyst Jun 2008 - Mar 2015

●Install, configure, and provision end-user devices for on boarding, as well as secure retirement of devices and removal of company resources during off boarding

●Physical setup of workstations, laptops, and smartphones

●Manage end-user software & hardware inventory for company offices

●Set-up and provide user support for our video conferencing rooms and systems

●Track all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system

●Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory

Skills

Cloud Computing: AWS, VMware

IT Management: infrastructure management, team leadership, vendor relations

Technical and Customer Support: L1/L2 support, issue resolution, operational support

Customer Service Management: customer care management, relationship management, service delivery

Contact this candidate