Desktop Support Analyst - IT Helpdesk Specialist

SREEKAR JATOTH

Desktop Support Analyst

Email ID: ************@*****.***

Phone no: 512-***-****

PROFESSIONAL SUMMARY

●Highly skilled and dependable Desktop Support Technician with over 4 years of experience providing Tier I and Tier II technical support across enterprise environments. Proven ability to diagnose, troubleshoot, and resolve hardware, software, and network issues while maintaining a high level of end-user satisfaction.

●Proficient in Windows OS (7/10/11), Microsoft Office 365, and Active Directory for user account management, password resets, and access control. Experienced in using ticketing systems such as ServiceNow, Jira, Remedy, and Zendesk for incident tracking, escalation, and documentation.

●Hands-on expertise in system imaging and deployment (SCCM, MDT), software installation and configuration, and hardware replacement and upgrades. Skilled in managing remote desktop tools like RDP, TeamViewer, Citrix, and Bomgar to provide efficient remote support across multiple locations.

●Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and LAN/WAN connectivity, along with experience in server backup monitoring and endpoint management. Recognized as a fast learner and collaborative team player focused on delivering reliable IT support and maintaining seamless business operations.

SKILLS:

●Tier I & Tier II Technical Support

●Windows OS (7, 10, 11) & Microsoft Office Suite

●Hardware Troubleshooting & Replacement

●IT Helpdesk / Ticketing Systems (ServiceNow, Jira)

●Software Installation & Configuration

●Network & Peripheral Device Support

●System Upgrades / Image Deployment (SCCM, MDT)

●Remote Desktop Tools (TeamViewer, RDP)

●Server Backup Monitoring & Support

●Networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN)

●Remote desktop tools (RDP, TeamViewer, Citrix, Bomgar, etc.)

●Ticketing systems (ServiceNow, Remedy, Jira, Zendesk)

●Active Directory (user accounts, groups, permissions, password resets)

WORK EXPERIENCE:

Client: TIAA

Role: Desktop Support Analyst (Mar 2023-Present, Texas Austin)

Responsibilities:

●Provided Tier I & Tier II desktop support for over 500 end users in a regulated banking environment, ensuring seamless operations across Windows and macOS systems.

●Diagnosed and resolved complex hardware and software issues including BSODs, driver conflicts, VPN connectivity failures, and Microsoft Office 365 application errors.

●Installed, configured, and maintained desktops, laptops, printers, and peripheral devices for both onsite and remote employees, ensuring minimal downtime and consistent performance.

●Utilized ServiceNow, Jira, and Remedy for incident management, ticket escalation, and service request tracking, maintaining SLA compliance and accurate documentation.

●Supported Active Directory administration, including user provisioning, password resets, and group policy updates, ensuring secure and efficient access control.

●Configured and supported VPN, Wi-Fi, and LAN connections, performing IP configuration, DNS troubleshooting, and resolving network access issues.

●Delivered Office 365 support, including Exchange email setup, Teams, SharePoint, and OneDrive synchronization, enhancing communication and collaboration across departments.

●Deployed system images, software updates, and patches using SCCM and MDT, and maintained asset inventory for hardware lifecycle management.

●Provided macOS support for enterprise users, handling installation, updates, software deployment, and troubleshooting for MacBook devices.

●Offered white-glove support for executives and VIP users, ensuring prompt issue resolution and maintaining strict confidentiality for sensitive operations.

●Collaborated with telecom vendors to troubleshoot and resolve T1 line and VoIP issues, ensuring stable communication infrastructure.

●Monitored and supported server backups and upgrade projects, ensuring data integrity and operational continuity.

●Administered mobile device management (MDM) for iOS and Android devices via Intune, AirWatch, and MobileIron, ensuring compliance with corporate security policies.

●Authored user guides and technical documentation, improving end-user self-service capabilities and streamlining IT support processes.

●Supported remote users using TeamViewer, Citrix, and Remote Desktop tools, providing efficient troubleshooting across geographically distributed teams.

Client: DXC Technologies – India, Hyderabad.

Role: IT Support Technician/Desktop Support Technician (Intern to Full time)(APRIL 2021-JAN 2023)

Responsibilities:

●Delivered Tier I & Tier II technical support for 300+ aerospace personnel, ensuring reliable system performance across engineering, operations, and administrative departments.

●Managed user provisioning, access control, and mailbox permissions within Active Directory and Exchange, maintaining strict adherence to IT security and compliance protocols.

●Installed, configured, and maintained Windows and macOS desktops/laptops, peripheral devices, and specialized aerospace software applications critical for mission and engineering tasks.

●Supported system imaging, hardware refresh, and software deployment initiatives using SCCM and MDT, meeting tight project deadlines and ensuring operational readiness.

●Monitored and managed ITSM workflows in ServiceNow, ensuring timely ticket resolution, escalation tracking, and consistent SLA compliance.

●Provided remote and on-site technical support for end-users experiencing system, network, or application issues, including proprietary aerospace and simulation tools.

●Administered network configurations including IP settings, DNS, and VPN access, ensuring secure connectivity for field and classified environments.

●Collaborated with cybersecurity and infrastructure teams to maintain endpoint compliance, deploy patches, and support audit-readiness for regulated IT systems.

●Delivered white-glove support for VIPs and executives, ensuring uninterrupted access to communication, data, and collaboration systems across domestic and international operations.

●Supported cross-platform integrations between macOS and Windows servers, shared network drives, and enterprise printers to streamline multi-environment workflows.

●Developed and maintained technical documentation, user guides, and knowledge base articles, improving support consistency and reducing ticket recurrence.

●Conducted new-hire onboarding and technical orientation sessions, enhancing user adoption of IT systems and reducing dependency on helpdesk escalation.

●Assisted in system upgrade and lifecycle management projects, ensuring smooth rollouts of OS, firmware, and hardware replacements.

●Collaborated with telecom and network operations teams to configure and maintain VoIP phones, T1 lines, and communication endpoints.

●Provided peer mentoring and training for new support technicians to improve team efficiency and service delivery standards.

●Consistently maintained 95%+ customer satisfaction ratings through responsive, reliable, and process-driven IT support.

Education

Master’s Degree – Information Technology Management

Webster University – 2025

Bachelor’s Degree – Information Technology

Anurag Group of Institutions – 2022

Contact this candidate