Desktop Support Technician - 5+ Years Experience in IT Support

Madhuri Godalla

Desktop Support Technician

+ Texas, United States — +1-331-***-**** — # ******************@*****.*** Professional Summary

Results-driven Desktop Support Technician with 5+ years of experience providing Tier 1/2 support for hardware, software, and enterprise applications. Adept at troubleshooting desktops, configuring A/V and Exchange systems, and administering Active Directory environments to ensure operational continuity. Skilled in managing service requests, performing system administration for Windows and Mac devices, and maintaining IT infrastructure in alignment with quality standards. Strong background in monitoring IT systems, documenting support processes, and delivering efficient end-user support. Recognized for improving response times, reducing recurring issues, and enhancing overall IT service delivery. Technical Skills

Technical Skills: Desktop Hardware & Software Support, Active Directory Administration, A/V Setup & Maintenance, Exchange Calendar Support, Windows & Mac System Administration, Ticket Triage & Incident Reso- lution, IT Monitoring & Troubleshooting

Tools / Platforms: Splunk, Microsoft 365, Windows Server, VMware, Hyper-V, Cisco, Palo Alto, Linux, Windows 10/11 Infrastructure / Systems:LAN/WAN, DNS/DHCP, VPN & Firewall Configuration, Virtualization, Backup & Recovery Operations, System Documentation

Methods / Frameworks: ITIL Service Management, Incident Response, Root Cause Analysis, SLA Compliance, Change Man- agement, Knowledgebase Maintenance

Work Experience

Desktop Support Technician October 2023 – Present

State Farm

– Provided Tier 1/2 desktop support for enterprise hardware, software, and application issues, resolving tickets efficiently using Active Directory and managed service tools.

– Administered Windows and Mac devices, performing system setups, troubleshooting, and routine maintenance to maintain optimal system performance.

– Configured and supported A/V equipment and Exchange calendars, ensuring seamless communication and scheduling for end-users.

– Monitored IT systems using Splunk and internal tools, proactively identifying and resolving issues to reduce downtime by 25%.

– Managed service requests and escalations, maintaining SLA compliance and improving response times for critical incidents.

– Developed and maintained documentation of support processes and knowledgebase articles to enhance team efficiency and onboarding.

– Led patch management and software updates across enterprise endpoints, increasing system stability and compliance readiness.

– Configured firewalls and VPNs, securing remote and on-premise network access and reducing security incidents by 30%.

– Supported virtualization infrastructure with VMware and Hyper-V, optimizing resource utilization and system reliability.

– Assisted development teams with CI/CD environment support to facilitate software deployment readiness and integration.

– Conducted root cause analysis for recurring desktop and system issues, implementing permanent fixes and minimizing repeat tickets.

– Coordinated backup and recovery operations to ensure enterprise data integrity and disaster readiness. Systems Engineer January 2020 – June 2023

EPAM Systems

– Provided end-user desktop support across Windows and Mac platforms, resolving hardware/software issues efficiently and minimizing downtime.

– Administered Active Directory, user accounts, and access controls, ensuring secure identity and authentication management.

– Configured A/V systems and Exchange calendars, supporting smooth collaboration and meeting setups across teams.

– Monitored LAN/WAN infrastructure, DNS, DHCP, and VPN services, improving connectivity and reducing recurring network issues by 20%.

– Managed service tickets using ITSM tools, ensuring SLA compliance and accurate tracking of incidents.

– Implemented patching and update processes to maintain system reliability and security across enterprise endpoints.

– Supported virtualization environments with VMware and Hyper-V, enhancing system performance and scalability.

– Developed and maintained knowledgebase and operational guides to standardize support processes and improve team efficiency.

– Conducted troubleshooting across desktop, server, and network layers to restore services within SLA targets.

– Participated in change management and upgrade deployment planning, minimizing disruption to end-users.

– Coordinated backup and disaster recovery procedures to ensure enterprise data protection and availability.

– Assisted in onboarding and offboarding processes, automating access and device provisioning workflows to improve efficiency.

Key Contributions

– Reduced recurring desktop and system incidents by 25% through proactive monitoring, structured ticket triage, and automated remediation strategies.

– Improved system performance and end-user experience by 20% via efficient A/V, DNS, DHCP, and network configuration improvements.

– Strengthened enterprise security posture by 30% through effective Active Directory management, firewall configuration, and VPN access control.

– Optimized virtualization and endpoint management processes, scaling infrastructure capacity by over 20% while improving reliability.

– Accelerated patch deployment cycles across desktops and servers, ensuring compliance and reducing unplanned downtime incidents.

– Enhanced service delivery by documenting knowledgebase procedures and standardizing IT support processes for consistent resolution outcomes.

– Maintained 99.9% system availability supporting critical desktop and IT services, ensuring uninterrupted operations for enterprise users.

– Improved onboarding and offboarding efficiency via automated account provisioning and access management, reducing manual errors and time delays.

Education

Lewis University

Master of Science in Business Analytics Illinois, United States Jawaharlal Nehru Technology University

Bachelor of Technology in Electronics and Communication Engineering India Certifications

– CompTIA A+ Certification

– Microsoft 365 Certified: Modern Desktop Administrator Associate

– Cisco Certified Network Associate (CCNA)

– Palo Alto Networks Certified Network Security Engineer (PCNSE)

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