IT Support Specialist with 5+ Years Experience

Saikiran Yerrapragada

IT Support Specialist

Woodbridge, VA (703) 861-582 5 *********@*******.***

Professional Summary

Detail-oriented IT Support Specialist with 5+ years of experience providing technical support, troubleshooting hardware and software issues, and ensuring reliable IT operations.

Technical Skills

Operating Systems: Windows 10/11, macOS, Linux

Hardware: Desktops, laptops, printers, mobile devices

Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN

Tools: Active Directory, Microsoft 365, ServiceNow, Jira, Remote Desktop

Security: Antivirus, patch management, access controls

Other: Imaging, backups, system upgrades, asset management

Professional Experience

IT Support Specialist –USPTO (August 2022-Present)

Provided Tier 1 & Tier 2 technical support for 300+ users via phone, email, and in person.

Diagnosed and resolved hardware, software, and network issues.

Managed Active Directory user accounts, groups, and permissions.

Installed and configured laptops, desktops, printers, and peripherals.

Performed system imaging, upgrades, and patching.

Documented solutions and updated the IT knowledge base.

Ensured compliance with security policies and procedures.

Assisted with onboarding and offboarding employees.

Help Desk Technician – Whiteford & Taylor Preston (June 2022-August 2022)

Responded to IT support tickets and maintained SLA compliance.

Provided support for Microsoft 365, Outlook, Teams, and VPN.

Assisted with server maintenance and backups.

Trained users on basic troubleshooting and IT best practices.

Escalated complex issues to Tier 3 support when necessary.

Maintained inventory and asset tracking.

Education

Bachelor of Science in Information Technology – University Name

Certifications

CompTIA A+

CompTIA Network+

ITIL Foundation

Soft Skills

Communication

Customer Service

Problem Solving

Time Management

Teamwork

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