Desktop Support Technician Resume Summary Title
Resume:
Nandini Vippunutula
Desktop Support Technician
+ Texas, United States — 502-***-**** — # *******.***********@*****.*** — ï linkedin.com/in/nandini-vippunutula-02425b3a9 Professional Summary
Results-driven Desktop Support Technician with 5+ years of experience delivering Tier 1/2 technical support for enterprise hardware, software, and applications. Proven expertise in service request management, ticket triage, and resolving complex desktop issues using Active Directory and enterprise tools. Skilled in desktop installations, system monitoring, and maintaining high system availability across large environments. Experienced in A/V setup, Exchange calendar support, and enterprise system administration for Microsoft devices. Adept at documenting knowledgebase content, improving IT processes, and enhancing service delivery aligned with ITIL standards. Strong focus on user satisfaction, operational efficiency, and continuous improvement through proactive technical support.
Technical Skills
Technical Skills: Desktop Support, Tier 1/2 Support, Hardware & Software Troubleshooting, Incident Management, Service Request Management, System Administration, A/V Setup and Support, Exchange Calendar Support
Tools / Platforms: ServiceNow, SCCM, SCOM, Jira, BMC Remedy, Microsoft Office Suite, Managed Service Tools Infrastructure / Systems:Active Directory, DNS, DHCP, TCP/IP, LAN/WAN, Microsoft Windows Devices, Mac Systems, Endpoint Devices, Printers, Network Equipment
Methods / Frameworks: ITIL Framework, Knowledgebase Documentation, Root Cause Analysis, System Monitoring, IT Asset Lifecycle Management, Process Documentation, Service Delivery Optimization Work Experience
Desktop Support Technician Jan 2023 – Present
Citi
– Delivered advanced Tier 1/2 technical support resolving hardware, software, and enterprise application issues using ServiceNow ticketing system.
– Performed ticket triage, prioritization, and resolution ensuring timely response to service requests and adherence to SLA standards.
– Administered Active Directory tasks including user account provisioning, access control management, and authentication troubleshooting.
– Installed, configured, and maintained desktop systems, laptops, and peripheral devices across enterprise user environments.
– Monitored system performance and proactively identified issues using enterprise tools ensuring high availability and system reliability.
– Supported A/V equipment setup for meetings and conferences ensuring seamless communication and user experience.
– Assisted in Exchange calendar configurations and troubleshooting scheduling issues for enterprise users and teams.
– Deployed software updates, patches, and applications using SCCM ensuring compliance with security and operational standards.
– Created and maintained technical documentation and knowledgebase articles to improve support processes and issue resolution efficiency.
– Coordinated with vendors and internal teams for hardware installations, upgrades, and maintenance ensuring minimal business disruption.
Desktop Support Analyst Sep 2020 – Aug 2022
Aetna
– Managed high-volume service requests providing Tier 1/2 support for desktops, laptops, and enterprise applications across business units.
– Installed and configured desktop hardware, operating systems, and enterprise software ensuring standardized system setups.
– Performed Active Directory administration including user account setup, password resets, and access management for secure operations.
– Supported system monitoring activities and resolved alerts proactively to maintain consistent system performance and uptime.
– Assisted in A/V equipment setup and troubleshooting for conference rooms supporting effective business communication needs.
– Maintained and updated knowledgebase documentation ensuring accurate support procedures and improved service delivery.
– Troubleshot hardware, software, and network connectivity issues ensuring timely resolution and minimal downtime for end users.
– Coordinated with vendors for hardware repairs and replacements ensuring quick turnaround and operational continuity.
– Participated in system upgrades and deployment projects ensuring seamless transitions and minimal impact on users.
– Provided end-user training and technical guidance improving adoption of enterprise tools and reducing recurring support requests.
Key Contributions
– Improved ticket resolution efficiency by implementing structured triage processes reducing average response and resolution times significantly.
– Enhanced desktop deployment processes by standardizing imaging and configuration practices across enterprise environments improving consistency.
– Increased system uptime by proactively monitoring system performance and resolving recurring issues before impacting users.
– Strengthened Active Directory management processes ensuring secure and efficient user access provisioning across multiple departments.
– Optimized service request workflows by improving documentation and knowledgebase content enabling faster issue resolution.
– Reduced operational downtime by coordinating efficient hardware installations, upgrades, and maintenance activities with vendors.
– Improved A/V support reliability by implementing standardized setup procedures for conference and meeting environments.
– Enhanced end-user productivity by delivering structured training sessions and technical guidance across enterprise teams.
– Streamlined software deployment processes using SCCM ensuring timely patching and compliance with organizational policies.
– Contributed to IT service excellence by aligning support operations with ITIL best practices and continuous improvement initiatives.
Education
Indiana Wesleyan University — Marion, Indiana, US
Master’s Degree, Information Technology Management KMIT Hyderabad — Hyderabad, Telangana, India
Bachelor’s Degree, Information Technology
Certifications
– CompTIA A+ Certification
– CompTIA Network+ Certification
– ITIL Foundation Certification
– Microsoft Certified: Modern Desktop Administrator Associate
– Microsoft 365 Certified: Endpoint Administrator Associate
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