IT Support & Systems Administration Expert

VenkataNarashimhaRaju Indukuri

+1-469-***-**** ********************@*****.*** LinkedIn: https://www.linkedin.com/in/venkata-narashimharaju-indukuri-658223359/

Professional Summary

IT professional with 16 years' experience in proactive technical support and client communication. Adept at identifying and resolving issues while ensuring a superior client experience through clear documentation and effective training. Skilled in managing software environments and streamlining support processes to exceed client expectations.

Technical Skills

•Service Desk Management: Supervised and lead the service desk team including hiring, training, coaching, performance evaluations, Set team goals, monitor progress and create a collaborative work environment, Maintained Service Desk team schedules including after-hours support and on-call rotation, Developed policies and procedures to ensure consistent end-user support and quality of service delivery

•Hardware Support: Tracking & managing desktop computers, laptops, servers, networking equipment (routers, switches, firewalls), printers, mobile devices, peripherals (keyboards, mice, monitors), storage devices

•Software Support: Expertise in desktop hardware, Windows 10 and later, Apple macOS, Linux Ubuntu systems

•Mobile Device Management: Configure and support smartphones across multiple platforms

•Microsoft Suite: Proficient in Windows OS, Microsoft Office, Outlook, Skype

•Communication Platforms: Skilled in troubleshooting video conferencing, messaging and telephony systems

•Executive IT Support: Over five years of experience providing dedicated IT support to G-Suite executives, ensuring seamless operations with minimal disruptions

•IT Protocols & Standards: Strong understanding of modern IT protocols, operating systems, industry standards

•Cloud Computing: Experienced in AWS and VMware environments for cloud management and deployments

•Linux Systems Administration: Extensive expertise in Linux environments, including Enterprise Linux, Debian, Ubuntu, specializa- tion in system administration and remote deployments

•Ticketing Tools: Zen desk, JIRA, Salesforce, CRM, manage-engine

Professional Experience

PHOTON INFOTECH, INC.

Infrastructure IT Support

Employment Period: Start 09/25 – End 03/2026

Location: Dallas, Texas, USA

CORE SKILLS & TECHNICAL COMPETENCIES

IT Infrastructure & Service Desk Operations

IT Infrastructure Management and End-User Support

Service Desk Operations and Escalation Management

Desktop and Laptop Troubleshooting

Hardware, Software, and Peripheral Maintenance

Incident Management and Issue Resolution

Software Deployment, Upgrades, Patching, and Migration Initiatives

Systems, Network & Virtualization

VDI Infrastructure Management

Virtual Machine Configuration and Administration

Network and ISP Bandwidth Monitoring

Printer, Phone System, and Wireless Device Support

Video Conferencing (VC) System Maintenance

Firmware Updates and Preventive Maintenance

IT Asset & Operations Management

IT Asset and Inventory Management

Hardware and Software Inventory Tracking

IT Asset Shipping and Logistics

Office Infrastructure Setup and Fit-Out Coordination

IT Project Coordination and Cost Optimization

Vendor Management and Service Coordination

Customer Service & Team Leadership

Contact Center Support and Escalation Management

Customer Service and Client Relationship Management

Team Leadership and People Management

Workforce Coordination and Task Prioritization

End-User Training and Technical Assistance

Operational Support and Service Delivery

Reporting & Productivity Tools

Google Workspace (Sheets, Slides, Docs, and Drive)

Operational Reporting and Spreadsheet Management

Incident Reporting and Performance Metrics

IT Documentation and Process Improvement

Professional Skills

Time Management and Multitasking

Problem-Solving and Analytical Thinking

Cross-Functional Team Collaboration

Process Improvement and Service Optimization

Flexible Shift and Operational Support

IT Support and Operations professional with 16 years of experience in IT service delivery, customer support, escalation management, operational reporting, and infrastructure management. Experienced in coordinating support teams, resolving complex issues, monitoring performance metrics, and improving operational efficiency. Strong organizational, communication, leadership, and problem-solving skills with the ability to manage multiple priorities in fast-paced environments.

IT Infrastructure and End-User Support

software deployments, upgrades, patches, and migration initiatives.

Provide technical support for desktops, laptops, printers, wireless client devices, docking stations, monitors, and other IT peripherals.

Troubleshoot and resolve hardware, software, connectivity, and end-user technical issues.

Support company phone systems, printing devices, and other workplace technology assets.

Manage and maintain end-user computing devices across company locations, including equipment assigned to remote sales employees.

Provide technical support for company applications and assist users with system and process-related queries.

Ensure timely resolution of technical issues and minimize disruption to business operations.

Assist employees with technology usage and provide end-user guidance and training.

IT Asset and Inventory Management

Maintain accurate hardware and software inventories across company locations.

Manage IT asset records and update the IT asset database to reflect asset assignments, movements, and status.

Coordinate with accounting staff to ensure IT assets are properly recorded, capitalized, and accounted for.

Track IT equipment and maintain documentation to support asset accountability and operational requirements.

Coordinate domestic and international shipment of IT assets and documents through FedEx.

Preventive Maintenance and Video Conferencing Support

Perform periodic preventive maintenance on desktops, laptops, and peripheral devices to ensure optimal performance.

Conduct video conferencing system functional checks according to established checklists.

Coordinate firmware updates and routine maintenance for video conferencing equipment.

Identify, troubleshoot, and resolve hardware and technical problems affecting end-user devices.

Network and Infrastructure Operations

Monitor ISP bandwidth and connectivity across US office locations on a daily basis.

Assist with identifying network connectivity and performance issues and coordinate resolution as required.

Support infrastructure availability and ensure workplace technology systems remain functional.

Provide IT infrastructure support for designated executive home-office environments in the United States.

IT Projects and Office Setup

Assist in evaluating IT solutions based on business requirements, technical suitability, and cost-effectiveness.

Support IT project coordination and identify opportunities for cost optimization.

Coordinate new office setup activities, from identifying suitable office space through fit-out execution and infrastructure readiness.

Work with relevant vendors and service providers to support infrastructure deployment and office technology requirements.

Research technologies and techniques that can improve business processes and operational efficiency.

Facilities, Logistics, and Guest House Management

Coordinate IT-related logistics, equipment movement, and domestic and international shipments.

Support office guests by helping ensure a professional and hospitable experience.

Assist with the management and maintenance of company-owned, director-owned, and rented guest houses.

Coordinate operational requirements related to guest house facilities and associated services.

KMIT (Keshav Memorial Institute of Technology) Sep 2018 - Mar 2024

IT Support Manager Hyderabad, India

•Installed, configured, and designed the network and firewalls, including cloud environments, to support seamless remote and on-site client connectivity.

•Configured and deployed Cisco routers (models 2800) and Catalyst 2900 series switches, reducing network downtime by 30% and ensuring reliable service for client operations.

•Led the upgrade of network equipment, including switches, routers, and access points, ensuring seamless integration with zero downtime to support client service expectations.

•Supported and troubleshooted web conferencing tools, notably Zoom and Microsoft Teams, to facilitate clear and effective client communications.

•Extensive proficiency in Apple devices, including iPhones, iPads, Macs, and Apple peripherals, with deep knowledge of mac OS, iOS, and related applications.

•Utilized Microsoft products (Windows, Office, Outlook, Skype) to maintain effective communication channels with internal teams and clients.

•Leveraged business communication platforms such as messaging, video conferencing, and telephony to coordinate timely support and document technical resolutions.

•Implemented VPN configurations and Citrix setups to securely extend applications and desktops to remote client sites, ensuring consistent service delivery.

•Managed Active Directory Users and Groups to maintain secure access control, supporting both internal teams and client systems.

•Administered on-premises and cloud-based systems (AWS, Azure AD, Microsoft 365, SharePoint) to optimize client support and cloud infrastructure.

•Supervised and trained the service desk team, emphasizing quality client support and effective troubleshooting practices.

•Set team goals, monitored progress, and fostered a collaborative work environment to exceed client service expectations.

•Maintained Service Desk team schedules, including after-hours support and on-call rotations, ensuring consistent availability for client queries.

•Developed and enforced policies and procedures to standardize end-user and client support, elevating the quality of service delivery.

•Managed and resolved technical issues for over 300 executive users, ensuring uninterrupted service and enhancing client satisfaction.

•Deployed, configured, and supported Microsoft products such as Windows OS, Office Suite, Outlook, and Skype, which improved executive productivity and bolstered client communications.

•Administered various business communication platforms to ensure efficient messaging, video conferencing, and telephony services during client interactions.

•Executed prompt and effective troubleshooting under tight deadlines, ensuring rapid resolution of issues while maintaining clear communication with clients.

•Traveled as needed to provide IT support during off-site board meetings and executive events, representing the organization with a professional and client-focused demeanor.

•Managed AWS and VMware cloud infrastructures, reinforcing the reliability of virtualized solutions and supporting client service needs.

•Oversaw Linux system administration (Enterprise Linux, Debian, Ubuntu) with a focus on remote deployments, ensuring robust platform support for diverse client environments.

V- Soft Technologies Pvt. Ltd Apr 2015 - Aug 2018

IT Manager Hyderabad, India

•Delivered comprehensive end-user support, including installation, configuration, and maintenance of IT equipment, ensuring a seamless client experience.

•Utilized Active Directory for efficient management of user accounts, group policies, and permissions, thereby securing client data and access.

•Updated and optimized automation scripts to streamline routine IT tasks, improving operational efficiency and client response times.

•Monitored and maintained IT software systems to guarantee optimal uptime and performance, directly addressing client service needs.

•Managed IT inventory and infrastructure by leading the team and maintaining vendor relationships to ensure resource availability and client satisfaction.

•Oversaw server installation, configuration, and maintenance to support secure and efficient service delivery to clients.

•Implemented and monitored security protocols to safeguard network infrastructures, thereby mitigating potential vulnerabilities that could affect clients.

•Delivered L1/L2 technical and customer support, ensuring clear issue resolution and high service standards during client interactions.

•Cultivated customer relationships by providing proactive support and communication, aligning with best practices for technical client support.

•Effectively managed hardware and software inventory, ensuring readiness to address and resolve client technology issues.

Pro-vigil Surveillance service Pvt.Ltd Jun 2008 - Mar 2015

IT Support Analyst Hyderabad, India

•Install, configure, and provision end-user devices for on boarding, as well as secure retirement of devices and removal of company resources during off boarding.

•Physical setup of workstations, laptops, and smartphones.

•Manage end-user software & hardware inventory for company offices.

•Set-up and provide user support for our video conferencing rooms and systems.

•Track all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.

•Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.

•Worked with AWS and VMware environments, responsible for the deployment, optimization, and maintenance of cloud infrastructure and virtualized solutions to ensure scalability and high availability.

•Managed Linux systems (including Enterprise Linux, Debian, and Ubuntu), focusing on system administration, configuration, and executing remote deployments to improve system performance and efficiency.

Academic Profile

Osmania University, Hyderabad, Telangana, India

Bachelor of Computer Applications, Information Technology

Professional Certifications

•CCNA Certified Professional

•PMA - Project Management Associate

•ITIL V3

•CompTIA A+

•Network

•Mobile Devices

•Operating System

•PC Hardware

•Security

Contact this candidate