It Support Computer Systems

SURAJ GOLLA

***********@*****.*** • 217-***-****

Professional Summary

Technically skilled graduate student in Computer Systems & Technology with over 5 years of experience in cloud infrastructure, IT support, and systems administration. Demonstrated expertise in troubleshooting, scripting, and cross-platform integration. Proven ability to support diverse users and communicate technical concepts effectively. Passionate about inclusive, mission-driven technology and improving tech accessibility in nonprofit environments.

Education

Eastern Illinois University — Charleston, IL

Master of Science in Computer Systems & Technology

Expected Graduation: 2025

Relevant Coursework: Networking & Data Communications, Database Management, Cloud Computing, Python Programming

Arni University — Himachal Pradesh, India

Bachelor of Technology in Mechanical Engineering

Technical Skills

Platforms & Tools: Windows, macOS, Linux, Zoom, Microsoft 365, Google Workspace

Hardware Support: A/V setup, laptops/desktops, printers, network connectivity

Languages: Python, Bash, SQL, Java, Shell Scripting

Systems & DevOps: AWS, Azure, Docker, Jenkins, Git, CI/CD, Terraform (basic), Kubernetes (basic)

Monitoring & Security: Splunk, Illumio, SNOW, Jira

Experience

NTT Data Services — CyberOps Engineer (CITI Project)

Pune, India Oct 2022 – Mar 2024

Delivered Tier 1 and Tier 2 support for over 500+ endpoints across US/Asia regions.

Handled helpdesk tickets and escalations involving system access, firewall issues, and antivirus compliance.

Used Splunk and Illumio to monitor system health and troubleshoot performance/security issues.

Documented repetitive issues and created user guides for internal reference.

Participated in weekly cross-functional meetings to address recurring user support concerns.

DXC Technologies — Cloud Engineer

Hyderabad, India Sep 2021 – Jul 2022

Provided infrastructure support and A/V configuration for remote team collaboration.

Resolved user-facing issues related to AWS environments, IAM, and application access.

Automated EC2 and backup workflows; offered recommendations for system improvements.

Trained junior team members in basic troubleshooting techniques and response documentation.

Accenture — Support Specialist & Linux Administrator

Hyderabad, India Jun 2017 – Oct 2021

Offered real-time IT support for a large enterprise user base across multiple platforms.

Provided hands-on A/V and meeting room technology assistance for daily operations.

Used SNOW and Jira for issue tracking and escalated unresolved requests effectively.

Developed guides for routine IT requests such as network access, system restarts, and permission updates.

Promoted inclusive tech support by helping users from diverse backgrounds navigate technical issues.

Certifications & Training

AWS Certified Solutions Architect – Associate

Docker and Kubernetes Basics – Udemy

Google IT Support Professional Certificate (in progress)

Cisco Introduction to Cybersecurity

Key Strengths for Nonprofit IT Roles

Mission-Driven: Dedicated to using tech skills to enhance equity and accessibility in community organizations.

Inclusive Support: Empathetic and clear communicator when assisting diverse user groups.

Problem Solver: Skilled at analyzing issues under pressure and proposing resourceful, cost-effective solutions.

Team-Oriented: Works well with cross-functional teams to maintain service excellence and knowledge sharing.

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