Technical Support Engineer - IT Operations Specialist

VENKATSAI PUSULURI

Technical Support Engineer

********************@*****.*** +1-470-***-**** www.linkedin.com/in/venkatsai-pusuluri-5509101a5 PROFESSIONAL SUMMARY:

Results-driven Technical Support Engineer with 5+ years of experience supporting enterprise IT environments across finance, consulting, and healthcare industries. Skilled in Windows 10/11, Microsoft 365, Active Directory, Azure AD, Intune, SCCM, Autopilot, BitLocker, VPN troubleshooting, and ITSM tools such as ServiceNow and Jira. Proven ability to resolve Tier 1/2 incidents within SLA, improve endpoint compliance, automate support tasks using PowerShell and Python, and support cloud/SaaS applications in ITIL-driven environments. Strong expertise in troubleshooting network issues (DNS, DHCP, TCP/IP), supporting hybrid users, and maintaining technical documentation and knowledge base articles. TECHNICAL SKILLS:

Operating Systems: Windows 10/11, Windows Server, Linux, Ubuntu, macOS.

Identity & Access: Active Directory, Azure AD, Group Policy, MFA, SSO, IAM.

Endpoint & Device Management: Intune, SCCM, Autopilot, BitLocker, WSUS, MDM/MAM, Software deployment.

Cloud & SaaS Platforms: Microsoft 365 Admin Center, Exchange Online, Cloud Computing, SaaS Applications, AWS, SharePoint, Teams, OneDrive.

Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN, VLANs, Cisco Meraki, Cisco AnyConnect, Wi-Fi & Switch.

ITSM & Process Frameworks: ServiceNow, Jira, ITIL, Incident, Request, Change, Knowledge, SLA

Identity & Access Management: Active Directory, Azure AD, Group Policy, MFA, SSO, IAM

Monitoring & Remote Tools: RDP, Citrix, TeamViewer, Bomgar, Wireshark, Event Viewer.

Service Desk / Monitoring: ServiceNow, Jira, Citrix, RDP, TeamViewer, Bomgar, SCCM Monitoring, Event Viewer.

Security & Compliance: BitLocker, MFA, Conditional Access, Device Compliance, Antivirus, HIPAA, SOX, PCI.

Virtualization: VMware, Hyper-V, Git/GitHub.

Backup / Storage: OneDrive, SharePoint, Veeam.

Data & Reporting: Power BI, Excel, Tableau, working with CSV/JSON, ETL concepts, and data analysis.

Programming & Automation: PowerShell, Python, SQL, Bash, JavaScript, HTML & CSS, Git / GitHub, JSON & REST APIs, Linux/Unix command line, Shell scripting (Linux/Unix), Visual Studio Code.

Application & Web Support: Troubleshooting web/desktop applications, basic HTTP/HTTPS, SSL/TLS, browser developer tools, REST API and JSON testing (Postman).

PROFESSIONAL EXPERIENCE:

Bank of America – USA Technical Support Engineer June 2025 – Present Project: Enterprise IT Support & Endpoint Security Operations (Finance Environment)

Provide Tier 1/2 technical support for enterprise users in a high-security financial environment, resolving incidents and service requests within SLA using ITIL processes.

Resolved 20–30 incidents/service requests daily while maintaining 95%+ SLA compliance and high customer satisfaction.

Troubleshoot Windows 10/11 workstation issues including performance degradation, login failures, blue screen errors, driver issues, and application crashes using Event Viewer, Task Manager, and system diagnostics.

Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, Exchange Online, resolving Outlook profile errors, mailbox sync issues, Teams performance problems, and OneDrive sync conflicts.

Perform identity and access management (IAM) tasks including user provisioning, password resets, group membership changes, account unlocks, and access troubleshooting using Active Directory, Azure AD, Group Policy, MFA, and SSO.

Manage endpoint deployment and compliance activities using Intune, SCCM, Autopilot, BitLocker, WSUS, patch management, and device remediation policies to ensure secure endpoint posture.

Troubleshoot network and VPN connectivity issues (TCP/IP, DNS, DHCP, Wi-Fi, LAN/WAN, Cisco VPN) using ping, tracert, ipconfig, netstat, nslookup, and Wireshark packet analysis.

Provide remote support for hybrid/remote users using RDP, Citrix, and enterprise remote tools, ensuring minimal downtime and improved end-user productivity.

Collaborate with infrastructure, networking, and security teams for escalations, root cause analysis (RCA), change support, and maintain documentation/knowledge base articles to reduce repeat incidents. Tech Environment: Windows 10/11, Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Active Directory, Azure AD, GPO, MFA/SSO, Intune, SCCM, Autopilot, BitLocker, WSUS, Cisco VPN, DNS/DHCP/TCP-IP, Wireshark, Event Viewer, ServiceNow/Jira, PowerShell.

KPMG US - USA Technical Support Engineer August 2024 – May 2025 Project: Enterprise Endpoint Modernisation & Secure Access

Delivered Tier 1/2 IT support for 500+ hybrid users using ServiceNow ITSM in an ITIL/SLA-driven environment.

Reduced recurring endpoint issues by documenting KB articles and improving troubleshooting workflows, reducing repeat tickets by 15–20%.

Supported Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint, OneDrive) and managed user access via AD/Azure AD.

Supported user onboarding/offboarding activities including account provisioning, mailbox setup, license assignments, MFA resets, and access control validation in Azure AD.

Troubleshot Intune/SCCM policy sync issues, Autopilot enrollment failures, BitLocker recovery key requests, and device compliance remediation to ensure secure endpoint posture.

Owned endpoint troubleshooting and deployment using Intune, SCCM, Autopilot, BitLocker, WSUS, MDM/MAM, and patch management.

Resolved VPN and network issues (TCP/IP, DNS, DHCP, VLAN, Wi-Fi, Cisco AnyConnect) using CLI tools and Wireshark.

Built automation scripts using PowerShell and Python to support log collection and device inventory reporting.

Generated SLA/compliance dashboards using Excel and Power BI based on ServiceNow exports (CSV/JSON).

Supported Linux/Ubuntu troubleshooting for log analysis and test environments using Hyper-V/VMware.

Documented troubleshooting processes, runbooks, and KB articles in ServiceNow/Confluence and created workflow diagrams using Visio.

Tech Environment: ServiceNow, Jira, Windows 10/11, Microsoft 365, AD/Azure AD, Intune, SCCM, Autopilot, PowerShell, Python, VPN, Wireshark, Power BI.

CAPGEMINI - India Technical Support Engineer June 2021 - July 2023 Project: IT Service Optimization

Delivered Tier 1/2 Service Desk support for 700+ enterprise users, handling incidents, service requests, and escalations through ServiceNow while consistently meeting SLA and CSAT performance targets.

Supported Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and provided Active Directory administration including password resets, account unlocks, group management, and access troubleshooting.

Assisted in endpoint deployment and lifecycle management using SCCM and Intune, performing device imaging, software installations, patching, BitLocker encryption validation, and hardware troubleshooting.

Supported SCCM software deployment and patch rollout troubleshooting, resolving failed installations, deployment status errors, application compatibility issues, and reboot/policy sync failures to ensure successful enterprise updates.

Diagnosed and resolved network and remote access issues including VPN (Cisco AnyConnect), DNS, DHCP, TCP/IP, LAN/WAN, Wi-Fi, and Citrix/RDP connectivity problems using standard troubleshooting tools.

Performed advanced Windows troubleshooting using Event Viewer, Device Manager, Services.msc, Task Manager, and command-line tools (ipconfig, ping, tracert, nslookup) to resolve system errors, performance issues, and recurring endpoint incidents.

Automated repetitive support activities by developing PowerShell and Python scripts for log collection, system health checks, ticket analysis, and incident trend reporting to support problem management initiatives. Tech Environment: Windows 10/11, Windows Server, Linux (Ubuntu), macOS, Microsoft 365, Active Directory/Azure AD, Intune, SCCM, Autopilot, BitLocker, WSUS, ServiceNow, Jira, ITIL, TCP/IP, DNS, DHCP, VPN (Cisco AnyConnect), RDP, Citrix, TeamViewer, PowerShell, Python, Excel, Power BI, VMware/Hyper-V, Wireshark. HCL Tech – India Technical Support Engineer April 2019 – May 2021 Project: Healthcare IT & EMR Support

Provided Tier 1/2 IT support for 300+ clinicians and healthcare staff in a HIPAA-regulated environment, ensuring high availability of critical hospital systems and clinical applications.

Troubleshot Windows desktops/laptops, EMR/EHR applications, Microsoft 365 (Outlook, Teams), printers, scanners, and clinical workstations, ensuring minimal downtime and uninterrupted patient care operations.

Managed Active Directory user administration, group memberships, and access permissions using GPO policies.

Diagnosed and resolved network and remote connectivity issues including VPN, DNS, DHCP, TCP/IP, Wi-Fi, and RDP/Citrix access problems using structured troubleshooting and escalation processes.

Supported security and compliance requirements by maintaining IT documentation, updating knowledge base articles, preparing audit reports, and assisting with access control validation aligned with HIPAA standards. Tech Environment: Windows 10/11, Windows Server, Linux (Ubuntu), Microsoft 365, EMR/EHR Applications, Active Directory/Azure AD, GPO, MFA, ServiceNow/ITSM, Jira, ITIL, Intune/SCCM, BitLocker, WSUS, TCP/IP, DNS, DHCP, VPN, Wi-Fi, RDP, Citrix, PowerShell, Python, Excel, Power BI, VMware/Hyper-V, Wireshark, Confluence/SharePoint.

EDUCATION:

Master’s in computer science Auburn University at Montgomery, Alabama GPA: 3.43 CERTIFICATIONS:

CompTIA Network+

ITIL 4 Foundation Certification

AZ – 900 (Azure Fundamentals)

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