IT Support Specialist (Tier 1/2)

Saikiran Yerrapragada

Professional Summary:

Detail-oriented IT Support Specialist with 3 plus years of experience providing Tier 1 and Tier 2 technical support in enterprise environments.

Skilled in troubleshooting hardware, software, networking, and access-related issues while delivering timely resolutions and maintaining SLA commitments.

Experienced in managing high-volume Service Desk requests through phone, email, and ticketing systems, including incident management and service request fulfillment using ServiceNow and Jira.

Proficient in supporting Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, remote troubleshooting, system imaging, hardware deployment, and user access management.

ITIL Foundation certified with strong communication, customer service, and problem-solving skills, experienced in supporting fast-paced environments and ensuring a positive end-user experience.

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

Soft Skills:

Communication

Customer Service

Problem Solving

Time Management

Teamwork

Certifications:

CompTIA A+

CompTIA Network+

ITIL Foundation

Education:

George Mason University 2022

Bachelor of Science in Information Technology

Professional Experience:

USPTO August 2022-Present

IT Support Specialist

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

Provided first-level technical support in a fast-paced enterprise Service Desk environment, handling inbound calls, emails, and service requests while maintaining SLA commitments and delivering timely resolutions.

Supported enterprise users in a fast-paced IT environment while managing multiple incidents, service requests, and priorities to maintain effective service delivery and user satisfaction.

Handled 30 to 40 inbound support calls daily, providing timely troubleshooting and resolution for software, login, Microsoft 365, hardware, and access-related issues while consistently meeting SLA expectations.

Managed incidents and service requests through ServiceNow, performing troubleshooting, documentation, prioritization, and escalation following ITIL best practices.

Delivered customer-focused support by resolving user issues, assisting with access requests, and ensuring clear communication throughout the incident lifecycle.

Diagnosed and resolved hardware, software, and network issues.

Managed high-volume Service Desk requests through phone, email, and ticketing queues while maintaining SLA compliance and providing timely resolution to end-user incidents.

Delivered front-line technical support in an enterprise environment, troubleshooting Windows systems, Microsoft 365 applications, VPN connectivity, hardware issues, and access-related requests.

Provided remote troubleshooting and technical assistance using Remote Desktop tools to diagnose and resolve end-user issues efficiently while minimizing downtime.

Managed Active Directory user accounts, groups, and permissions.

Assisted users with Multi Factor Authentication (MFA) setup, verification, and login issues, helping restore secure access to Microsoft 365 and other enterprise applications.

Supported users with MFA, password resets, account unlocks, and access related issues through Active Directory, ensuring quick resolution while following company security policies.

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

Performed system imaging, upgrades, and patching.

Documented incidents, resolutions, and knowledge base updates while collaborating with escalation teams to ensure effective issue resolution and improved customer satisfaction.

Documented solutions and updated the IT knowledge base.

Ensured compliance with security policies and procedures.

Assisted with onboarding and offboarding employees.

Whiteford & Taylor Preston June 2022-August 2022

Help Desk Technician

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.

George Mason University September 2018-May 2022

Internship

Assist students, faculty, and staff with basic technology questions in a professional and patient manner.

Troubleshoot common computer, software, login, and account access issues.

Help users with Microsoft Office, Google Workspace, email, printing, and online university systems.

Document support requests clearly and follow up when additional help is needed.

Communicate technical steps in a simple way for users with different levels of computer experience.

Maintain a positive customer service attitude while solving problems in a fast-paced campus environment.

Learn university IT procedures, ticketing systems, and best practices for protecting user information.

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