Desktop Support Technician - 5+ Years ITSM Expertise

Avula Pravalika

Desktop Support Technician

+ Texas, United States — +1-904-***-**** — # ******************@*****.*** — ï linkedin.com/in/pravalika-b-8545163b8 Professional Summary

Results-driven Desktop Support Technician with over five years of experience delivering advanced Tier 1/2 technical support across enterprise environments. Proven expertise in hardware and software troubleshooting, desktop installations, and enterprise application support using tools such as Active Directory and IT service management platforms. Strong background in managing service requests, system monitoring, and ensuring timely resolution of technical issues to maintain operational efficiency. Experienced in supporting A/V setups, Exchange calendar configurations, and system administration for both Microsoft and Mac devices. Adept at documentation, knowledgebase creation, and aligning support processes with IT quality standards. Committed to improving user satisfaction, system reliability, and service delivery through proactive support strategies.

Technical Skills

Technical Skills: Desktop Support, Technical Troubleshooting, Incident Resolution, System Monitoring, Service Request Management, Root Cause Analysis, IT Support Operations Tools / Platforms: Active Directory, ServiceNow, BMC Remedy, Cisco Switches, Aruba Devices, Palo Alto Firewalls, Ex- change Server, A/V Systems

Infrastructure / Systems:Desktop Hardware, Windows OS, Mac OS, Enterprise Applications, LAN/WAN, VPN Connectivity, Wire- less Networks

Methods / Frameworks: ITIL Framework, Incident Management, Problem Management, Knowledgebase Documentation, IT Ser- vice Delivery

Work Experience

Desktop Support Technician Sep 2023 – Present

Valley National Bank

– Provided advanced Tier 1/2 desktop support for hardware, software, and enterprise applications, ensuring rapid issue resolution and improved end-user productivity across business operations.

– Managed ticket triage and service requests using ITSM tools like ServiceNow, prioritizing incidents effectively and ensuring timely resolution within defined service level agreements.

– Installed, configured, and maintained desktop systems, laptops, and peripherals, ensuring seamless integration with enterprise applications and network environments.

– Performed user account management and system administration tasks using Active Directory, ensuring secure access control and efficient user provisioning processes.

– Supported A/V systems setup including conferencing tools and meeting room equipment, ensuring smooth communication and collaboration across departments.

– Configured and maintained Exchange calendar systems, resolving scheduling conflicts and ensuring seamless email and collaboration services for enterprise users.

– Monitored IT systems performance proactively using monitoring tools, identifying potential issues and resolving them before impacting business operations.

– Troubleshot complex desktop and network-related issues involving Windows and Mac systems, improving system stability and minimizing downtime significantly.

– Created and maintained knowledgebase documentation, standard operating procedures, and troubleshooting guides to enhance team efficiency and support consistency.

– Collaborated with cross-functional IT teams to support system upgrades, deployments, and infrastructure improvements across enterprise environments.

– Provided remote support for distributed users using remote access tools, ensuring quick issue resolution and minimal disruption to daily operations.

– Participated in training programs and certification activities to align with IT service quality standards and continuously improve technical expertise.

Desktop Support Engineer Aug 2020 – Mar 2023

Birlasoft

– Delivered Tier 1/2 desktop support services for enterprise users, resolving hardware, software, and application issues efficiently across multiple business units.

– Managed and resolved service requests through ticketing systems, ensuring accurate documentation and adherence to incident management processes.

– Assisted in installation, configuration, and maintenance of desktop systems and enterprise applications, improving user experience and system performance.

– Performed troubleshooting of operating systems including Windows and Mac devices, ensuring compatibility and smooth system functionality across environments.

– Supported A/V equipment setup and maintenance for meetings and conferences, ensuring uninterrupted communication services and collaboration.

– Administered user accounts and access permissions using Active Directory, maintaining security policies and ensuring compliance with organizational standards.

– Monitored system alerts and performance metrics proactively, identifying potential issues and implementing preventive measures to avoid disruptions.

– Provided remote desktop support using tools like TeamViewer, ensuring fast and effective issue resolution for geographically distributed users.

– Collaborated with IT teams to implement system updates, patches, and upgrades, ensuring system reliability and security across enterprise infrastructure.

– Maintained detailed documentation of support activities, configurations, and troubleshooting procedures for consistent service delivery and knowledge sharing.

– Assisted onboarding processes by configuring user systems, ensuring proper setup of hardware, software, and network access for new employees.

– Participated in incident and problem management processes, ensuring timely resolution of issues and continuous improvement of support services.

Key Contributions

– Improved service request resolution time significantly by optimizing ticket triage processes and implementing structured incident prioritization strategies across support operations.

– Enhanced desktop support efficiency by developing standardized knowledgebase documentation and troubleshooting procedures for common technical issues across enterprise environments.

– Reduced system downtime by proactively monitoring desktop systems and resolving potential issues before they impacted end-user productivity and operations.

– Strengthened user satisfaction by delivering timely and effective support for hardware, software, and enterprise applications across multiple business units.

– Optimized A/V system performance by configuring and maintaining conferencing tools and meeting room equipment, ensuring seamless communication experiences.

– Improved security and access management by implementing Active Directory best practices for user provisioning, authentication, and access control processes.

– Increased operational efficiency by supporting system upgrades, deployments, and process improvements across enterprise IT infrastructure environments.

– Enhanced IT service delivery quality by participating in training and certification programs aligned with organizational standards and best practices.

Education

St. Francis College

Master of Science in Business Analytics

Osmania University

Bachelor of Commerce in Computer Science

Certifications

– CompTIA A+ Certification

– Microsoft Certified: Modern Desktop Administrator Associate

– ITIL Foundation Certification

– Microsoft Certified: Azure Fundamentals

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