IT Support Specialist - Endpoints, AD, SCCM, ITIL
Resume:
Sai Gunuguntla
IT Support Specialist
*******************@*****.***
Professional Summary:
Detail-oriented and customer-focused IT Support Specialist with 3 years of hands-on experience providing technical support in enterprise environments. Proven expertise in troubleshooting hardware and software issues across Windows and macOS platforms, managing endpoints, and supporting remote users across multiple locations. Skilled in Active Directory, SCCM, LAN/WAN troubleshooting, and IT asset management. Adept at prioritizing incidents, adhering to ITIL practices, and delivering high-quality support while ensuring compliance with corporate policies and service level agreements (SLAs). Strong communicator with a collaborative mindset, committed to continuous improvement and mentoring peers to enhance team performance
Professional Experience:
Tech mahindra Nov 2018 - Aug 2021
IT Support Specialist
Responsibilities:
Provided first-line technical support to users across multiple facilities, handling routine IT issues independently and escalating complex incidents to enterprise teams when necessary.
Delivered remote support for end-users across the management territory, ensuring minimal downtime and consistent service quality.
Acted as a mentor and knowledge resource for team members by sharing expertise, offering guidance on technical issues, and assisting with task assignments.
Built, installed, and maintained endpoints (PCs & Macs) in line with organizational IT standards and deployment procedures.
Performed routine and advanced troubleshooting on Windows and macOS systems, including software installation, patching, and system optimization.
Prioritized tickets based on urgency, impact, and severity, tracked incidents through to resolution, and ensured adherence to service-level agreements (SLAs).
Collaborated with enterprise support teams and third-party vendors to coordinate and resolve system outages, hardware failures, and complex technical challenges.
Supported and maintained Active Directory environments including user account management, permissions, and group policies. Exposure to SCCM for system deployment and patch management.
Maintained local LAN infrastructure, ensuring alignment with enterprise architecture standards, and participated in wireless and peripheral device troubleshooting.
Executed infrastructure tasks through the change management process, including the installation, relocation, configuration, and retirement of IT assets.
Delivered excellent customer service, ensuring all end-user interactions were professional, timely, and solutions- oriented.
Took ownership of issues from identification through resolution, including root cause analysis and solution implementation.
Identified and proposed system improvements and process enhancements to management for efficiency and effectiveness.
Ensured all IT operations complied with corporate policies, ITIL practices, and governmental regulations.
Logged all incidents, service requests, and asset changes using the RRD ITSM toolset, maintaining full documentation and asset lifecycle tracking.
Conducted periodic site audits of IT equipment and processes to verify compliance and inventory accuracy. Education:
• Master’s in Computer and Information Sciences at concordia university wisconsin
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