IT Support Specialist Resume Summary Title (8 words max)

SHIVA TEJA RAVULA

Mobile: +1-618-***-**** Email: *********.******@*****.*** LinkedIn: https://www.linkedin.com/in/shivaar123/

Seeking assignments for IT Support Specialist

EXECUTIVE SUMMARY

Results-oriented IT Support Specialist with hands-on experience in troubleshooting hardware, software, and network issues across enterprise environments. Skilled in Active Directory, Microsoft 365, SCCM, and ticketing systems, with a strong focus on user support and system reliability. Experienced in Windows, macOS, and mobile device management using tools like Jamf. Proven ability to resolve incidents within SLA, support remote users, and maintain secure, efficient IT operations. AWS Certified Cloud Practitioner with a solid understanding of cloud-based support environments.

TECHNICAL SKILLS

Languages: Java 17/21, Node JS

Directory Services: Active Directory, Ansible

Cloud Services: Microsoft 365 Google Workspace

Virtualization: Hyper-V, Citrix, VDI

Remote Access: TeamViewer, Zoom

Mobile Device Management (MDM): Jamf

Configuration Management: System Center Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT)

Ticketing Systems: ServiceNow, ITSM (IT service management)

Databases: SQL Server

Operating Systems: Microsoft Windows 10/11, macOS, Linux

Networking: TCP/IP, DNS, DHCP

Scripting: SQL

Security: Antivirus software, Threat protection software, Firewalls, VPN

Other: Printers, Network devices (routers, switches), Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Project, Visio)

PROFESSIONAL EXPERIENCE

Jul 2025 - Present with Macys Tech, Atlanta, Georgia as IT Support Specialist

Utilized ticketing systems to track and resolve customer issues efficiently, ensuring high satisfaction.

Managed user accounts and access within Microsoft 365, Google Workspace, and Active Directory.

Provided end-user support, troubleshooting hardware (PCs, laptops, printers) and software, and resolved technical incidents.

Supported and troubleshot conference room AV systems, including Microsoft Teams Rooms, Zoom Rooms, projectors, displays, microphones, and cameras.

Supported Windows 11 environments including upgrades, patching, and troubleshooting.

Used Terraform state management to ensure consistency across environments.

Supported endpoint hardening activities (OS updates, antivirus, firewall policies) to address security gaps

Worked within defined Service Level Agreements (SLAs) to ensure timely ticket resolution and high customer satisfaction

Administered SQL Servers and provided troubleshooting and resolution for telephony issues.

Implemented ITIL framework principles to optimize service delivery and streamline incident resolution processes.

Supported remote access tools (TeamViewer, Zoom, etc.) for efficient technical assistance.

Conducted network security audits and vulnerability assessments and implemented endpoint security solutions (antivirus, threat protection).

Delivered high-volume phone-based technical support to field users, resolving issues on first call whenever possible

Worked on Software upgrades, system migrations, and network installations.

Utilized ServiceNow for incident and service request management, ensuring smooth IT service delivery.

Resolved network connectivity problems by troubleshooting TCP/IP, DNS, and DHCP protocols. Delivered technical assistance for mobile devices like iPhones, iPads, and Android.

Managed user accounts, groups, and permissions within Active Directory, ensuring data security.

Performed data backups and disaster recovery procedures and ensured business continuity. Developed and maintained clear and concise technical documentation.

Provided technical support for Microsoft Windows 11, macOS, and Microsoft Office Suite applications (Word, Excel, PowerPoint, and Outlook).

Aug 2023 – Jun 2024 with Integer IT Solutions, Carbondale, IL as IT Analyst

Created and deployed SCCM task sequences for OS imaging and patch management.

Utilized ticketing systems to log, prioritize, and track support requests, maintaining clear communication with end-users.

Supported application deployment and packaging using SCCM/enterprise tools.

Provided frontline technical support to end-users, addressing hardware and software issues promptly.

Diagnosed and resolved technical problems through remote assistance and on-site visits, ensuring minimal downtime.

Resolved escalated tickets and conducted in-depth troubleshooting to identify and resolve complex IT issues.

Worked with Hyper-V environments for VM provisioning, monitoring, and issue resolution.

Supported virtual desktop infrastructure and system performance.

Installed, configured, and maintained hardware and software components, ensuring optimal system performance.

Generated detailed reporting on task completion, recurring failures, and resolution timelines to ensure SLA compliance

Maintained and reported metrics on completion rates, repeat incidents, and turnaround times to support service performance and SLA adherence

Dec 2022 – Jul 2023 Sep 2024 – Jun 2025 with Southern Illinois University, Carbondale, IL as Graduate Assistant

Resolved user support requests via ticketing systems (ServiceNow) and ensured efficient issue resolution through root cause analysis.

Managed user accounts in Active Directory and facilitated secure remote access through VPN configuration.

Provided end-user support for desktops, laptops (Windows, macOS, Linux), and mobile devices (MDM).

Troubleshot technical issues, including hardware (drives, network interfaces, memory, processors, peripherals), software, network connectivity (WAN/LAN), and user account management.

Utilized Ansible for basic automation tasks such as configuration management, software deployment, and system updates across multiple machines, improving consistency and reducing manual effort.

Minimized downtime through proactive monitoring, disaster recovery planning, and backup planning.

Prioritized and managed incidents based on SLA impact and urgency

Administered Microsoft 365 services including Exchange Online, Teams, and SharePoint, handling user onboarding, license assignment, and mailbox management.

Resolved issues related to Outlook, Teams connectivity, and email delivery, ensuring minimal downtime for business users.

Utilized remote desktop services for efficient remote troubleshooting and support.

Provided support for Microsoft Office Suite applications. Performed system implementations and coordinated IT projects.

Jan 2021 - Jun 2022 with Reddy’s Laboratory, Hyderabad, India as IT Support Engineer

• Delivered frontline support for hardware, software, and network issues and Performed system upgrades, patching, and server/application maintenance.

Assisted with system implementations and IT policy development.

Used Qualys VMDR to identify, prioritize, and remediate endpoint vulnerabilities across Windows and Linux environments

Performed patch remediation based on Qualys scan results, reducing critical vulnerabilities and improving compliance scores

Provided end-user support for macOS systems, including device setup, software installation, and troubleshooting OS-level issues.

Troubleshot LAN/WAN issues including DNS, DHCP, IP conflicts, and connectivity; collaborated with network teams on VLAN segmentation and firewall-related incidents

Worked on Software upgrades, system migrations, and network installations.

ACADEMIC CREDENTIALS

2024 M.Sc. (Computer Science) from Southern Illinois University, Carbondale, IL

Advanced Computer Networks, Web Development, Ethical Hacking, Computational Statistics, Blockchain

PUBLICATION

Thesis on Exchanging the Resources within the Internet of Things using Blockchain Technology

ACCOLADES

Winner – National Level Green Hackathon, organized by ni-MSME, for innovative sustainability solutions

Winner – National Level Toycathon, conducted by AICTE & Ministry of Education, for design & innovation in toy development

CERTIFICATION

AWS Certified Cloud Practitioner – Credential awarded by Amazon Web Services (Valid: Mar 2024 – Mar 2027)

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