IT Support Engineer (Windows/Endpoint)

DURGA NAGA VENKATA SAI KAMAL MAMIDI

IT Support Engineer Windows Desktop SQL / MySQL SCCM ServiceNow AI-Assisted IT Ops Location: Wichita, Kansas Email: ******.***@*****.*** 901-***-**** PROFESSIONAL SUMMARY

IT Support and Infrastructure Engineer with 5 years of experience providing L1/L2 desktop support, systems administration, endpoint management, networking, and enterprise IT operations across manufacturing, higher education, consulting, and technology environments. Experienced in supporting Windows and Linux systems, Active Directory, Azure AD, SCCM, ServiceNow, VPN, TCP/IP networking, and enterprise endpoint security. Proven track record of managing large-scale endpoint environments, resolving complex technical issues, maintaining 98%+ SLA compliance, and supporting 1,000+ global users while driving operational efficiency through automation, reporting, and process improvement. Adept at collaborating with cross-functional teams to deliver secure, reliable, and high-performing IT services in fast-paced enterprise environments. PROFESSIONAL EXPERIENCE

Desktop Support Engineer AGCO Corporation Hesston,KS April 2025 – Present

• Served as the primary L2 technical support contact for 1,000 plus global end users across manufacturing, engineering, and corporate functions, resolving Windows 10/11, Linux, hardware, software, and network incidents across a mixed-platform environment and sustaining 98% SLA compliance across every monthly measurement cycle.

• Administered 500 plus Windows 10/11 and Linux-based workstations end-to-end, managing OS deployment, software packaging and installation, patch cycles, system upgrades, and performance remediation, keeping all endpoints compliant and operational with zero missed patch windows across the engagement.

• Diagnosed and resolved complex network connectivity failures involving TCP/IP, DNS, DHCP, VPN, LAN/WAN, wireless, and remote access applying structured packet-level analysis and root cause documentation that reduced total end-user downtime related to network incidents by 25% over the course of the role.

• Managed and resolved 200 plus support tickets per month across enterprise ITSM platforms, performing full incident lifecycle work from initial triage and root cause analysis through escalation management and user communication, maintaining closure rates that kept the queue current and breach-free each cycle.

• Owned workstation lifecycle activities across multiple business locations, covering asset deployment, hardware refreshes, peripheral configuration, OS imaging, and user onboarding and offboarding workflows, ensuring every new and departing user was fully provisioned or decommissioned within agreed turnaround times.

• Partnered with infrastructure and security teams to enforce endpoint compliance standards, maintaining antivirus coverage, OS patch currency, and vulnerability remediation tracking that contributed to 99% endpoint security compliance across the managed fleet through every quarterly audit review.

• Performed Linux system administration covering user account management, service monitoring, log analysis using grep, tail, and journalctl, file system troubleshooting, and system health checks for critical business applications, resolving issues that would otherwise have required escalation to the L3 infrastructure team.

• Contributed to enterprise-wide technology initiatives including workstation migrations, software rollouts, network upgrades, and infrastructure deployments coordinating with project and operations teams to deliver each initiative on schedule with minimal disruption to end-user productivity across all affected business locations.

Technical Support Engineer TechZion IT Solutions May 2024 – March 2025 FL, USA

• Provided L1/L2 technical support for 500+ end users, troubleshooting and resolving hardware, software, operating system, and network-related incidents while maintaining 95% SLA compliance.

• Administered and supported Windows 10/11 and Linux environments, performing user account management, system configuration, software installation, patch management, and performance optimization across 300+ endpoints.

• Diagnosed and resolved network connectivity issues involving TCP/IP, DNS, DHCP, VPN, LAN/WAN, and Wi-Fi infrastructure, reducing downtime and improving end-user productivity by 20%.

• Monitored system health and performed proactive maintenance on servers, desktops, and network devices, achieving 99% system availability and minimizing recurring incidents.

• Installed, configured, and supported enterprise applications, printers, peripherals, and endpoint security solutions for users across multiple business locations.

• Managed and resolved 150+ support tickets monthly through ITSM/ticketing tools, conducting root cause analysis and ensuring timely incident resolution in accordance with service-level agreements.

• Assisted with Linux server administration activities including user management, log analysis, service monitoring, file permissions, and basic shell scripting to support operational requirements.

• Collaborated with infrastructure and networking teams to implement system upgrades, troubleshoot critical incidents, and enhance security, reliability, and performance across enterprise IT environments. Technical Assistant & Mentor UMTech Service Desk University of Memphis September 2022 – May 2024 Memphis, TN

• Provided Tier 1 and Tier 2 technical support and system administration for campus-wide IT infrastructure supporting computing equipment, classroom technology, and network connectivity for 10,000+ faculty, staff, and student users, with all incidents tracked and resolved through TopDesk ITSM.

• Managed Identity and Access Management (IAM) for students, faculty, and staff using Active Directory and Azure AD handling account provisioning, password resets, group membership, and login issue resolution, and maintaining access control records in alignment with university DBMS and directory services.

• Executed SQL queries against campus IT asset and user management databases generating reports on account status, hardware assignment, and ticket recurrence trends that informed resource allocation decisions and supported IT operations planning by department.

• Delivered remote and on-site VPN configuration and connectivity support enabling secure off-campus access to the university network, troubleshooting authentication failures, and documenting resolution steps for common VPN connectivity issues in the knowledge base.

• Leveraged AI-assisted ticketing analytics and knowledge base suggestion tools within the TopDesk platform improving first-contact resolution rates by surfacing relevant SOPs and past resolution patterns during active incident triage, reducing average handle time for recurring issue categories.

• Collaborated with the RingCentral team to enable and maintain the campus VoIP communication platform supporting user onboarding, extension provisioning, and call routing configurations that improved campus- wide communication reliability.

• Mentored and coordinated a team of junior technical assistants providing structured troubleshooting guidance, ensuring SLA adherence, and conducting weekly knowledge-sharing sessions on Active Directory management, SQL-based reporting, and ITSM best practices.

• Created and maintained technical documentation and process guides covering end-user support procedures, DBMS query workflows for asset reporting, and escalation paths improving knowledge sharing across the team and reducing ticket recurrence rates through self-service enablement. Associate System Engineer Accenture IT Solutions May 2021 – July 2022 India

• Delivered field and remote desktop support to enterprise users across a large-scale Accenture engagement resolving hardware, OS, and application-level incidents within SLA timelines using ServiceNow for incident, problem, and change management, maintaining detailed documentation and resolution logs throughout the ticket lifecycle.

• Managed Windows imaging, installation, and configuration for 2,000+ devices using SCCM and MDT ensuring compliance and configuration consistency across all endpoints, with device records and deployment outcomes tracked in a centralised DBMS-backed asset inventory accessible via SQL reporting queries.

• Executed SQL and MySQL queries to extract endpoint compliance data, patch status reports, and software distribution audit logs from SCCM and ServiceNow CMDB producing weekly management dashboards that tracked patch coverage, asset lifecycle status, and open vulnerability counts across the managed device estate.

• Supported network and security infrastructure including Cisco switches, routers, and ASA firewalls for branch office connectivity assisting with firewall rule reviews, routing troubleshooting, and network documentation to support incident resolution and change management workflows.

• Coordinated software distribution, OS patching, and antivirus management using SCCM and Microsoft Defender for Endpoint ensuring timely deployment of critical updates, enforcing endpoint security baselines, and assisting in vulnerability mitigation through structured patch compliance reporting.

• Applied AI-assisted diagnostic tooling during incident investigation using log correlation and pattern-matching capabilities to accelerate root cause analysis for recurring application and hardware failures, reducing mean time to resolution (MTTR) on complex incidents and improving SLA attainment.

• Provided hands-on support for printers, scanners, VoIP phones, and peripherals handling driver updates, connectivity troubleshooting, and configuration changes, with all asset interactions logged in the MySQL- backed help desk inventory system.

• Contributed to knowledge transfer and junior technician training standardising imaging procedures, documenting SQL-based reporting workflows, and delivering structured onboarding sessions that reduced ramp-up time for new team members and improved team-wide consistency in service delivery. TECHNICAL SKILLS

Operating Systems: Windows 10/11, Windows Server 2016/2019, Linux (basic) Endpoint & Desktop Management: SCCM / MECM, OSD / MDT, WSUS, Active Directory, Azure AD, Group Policy (GPO), Windows Autopilot, Microsoft Intune (MDM), VDI / Windows Virtual Desktop (WVD) SQL, DBMS & Database Tools: SQL (Queries, Joins, Aggregations, Reporting), MySQL, DBMS Concepts, CMDB Reporting (ServiceNow), Asset Database Management, SCCM SQL Reporting, Help Desk Database Queries AI & Intelligent IT Operations: AI-Assisted Incident Detection, Predictive Maintenance Monitoring, AI-Driven Log Analysis & Anomaly Detection, Knowledge Base AI Suggestions (ITSM), Automated Pattern Recognition for Root Cause Analysis

ITSM & Ticketing: ServiceNow (Incident, Problem, Change, CMDB), Jira, TopDesk, SLA Management, Escalation Management, Knowledge Base Management

Scripting & Automation: PowerShell (endpoint automation, health monitoring, reporting), Python (basic automation, configuration scripts), Batch Scripting Networking & Security: Cisco Routers (ASR1000, 3900, 7206VXR), Cisco Switches, Cisco ASA (Firewall), VPN Configuration, TCP/IP, DNS, DHCP

Cloud Services: Microsoft Azure, Azure AD / Entra ID, AWS (EC2, VPC, Route53), Microsoft 365 Administration Endpoint Security & Vulnerability Management: CrowdStrike, Symantec Endpoint Protection, Microsoft Defender for Endpoint, Patch Management, Vulnerability Assessment, Antivirus Definition Deployment Field Services & Remote Support: RDP, AnyDesk, TeamViewer, BIOS/UEFI Imaging, Peripheral Management

(Printers, Scanners, VoIP Phones), Hardware Troubleshooting Productivity & Collaboration: Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Exchange Online, RingCentral VoIP

EDUCATION

Master of Science in Computer Science

University of Memphis, Memphis, TN, USA August 2022 – May 2024 Bachelor of Engineering in Computer Science

Karunya Institute of Technology and Sciences, India July 2018 – May 2021

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