Kiranmayi V
Sr.Member Technical
Hyderabad,TG
Summary
Dedicated IT Support Engineer with 9.5 years of hands-on experience in diagnosing and resolving complex software, application, and hardware issues. Demonstrated expertise in providing effective technical support and delivering timely solutions to ensure seamless operations. Developed a knowledge base for known errors and workarounds, reducing repeat incidents and improving SLA compliance. Proactive problem-solver with a strong commitment to customer satisfaction and continuous improvement. Proven expertise in coordinating activities across multiple teams, managing IT assets, and ensuring end-point compliance. Adept at leveraging strong analytical and communication skills to enhance service delivery and drive operational excellence.
Overview
6
6
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Senior Member Technical
Sincro Digital Marketing
2 2020 - 7 2024
- Supporting users on Apple, Intel based machines with hardware, software and application related issues.
- Managing organization user accounts with all necessary licenses as per requirements using Active Directory on both On-premises and Azure.
- Handled SOS calls promptly.
- Setting up and hardening new and existing hardware/software with user profiles and assist users with data migration as needed
- Troubleshoot hardware issues and follow up with vendor for the raised concerns
- Managing Poly Studio x30 devices for workplace infrastructure
- Good knowledge in setting up VDI machine on both Mac and Windows
- Holds good hands on experience in creating Shared Mailbox, Distribution Lists, Microsoft Teams Groups & Exchange O365
- Key Achievements:
- Created IT Inventory tool using Python Django Web Framework
- Created automated Onboarding HR tool using Google Apps Script, which is based on JavaScript and is used for automating tasks within Google Apps like Sheets, Docs, and Forms.
User Support Technician
Pegasystems Worldwide
2017.07 - 2019.08
- Worked as User Support Technician, assisting users face-to-face on technical issues, setup new hire laptops, worked on mac and windows related issues
- Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed
- Follow established procedures for imaging, hardware deployment, software installation, password resets, media distribution, loaner equipment, customer handling and escalation protocols
- Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, vpn and wifi and escalating to network operations.
IT Operations Analyst
HP Globalsoft
2014.08 - 2016.09
- Involved in handling chats/calls from HPE employees across the world on Software/Hardware issues
- Role: myITpc Engineer (June 2016- September 2016)
- Assisted HPE employees face-to-face on Hardware/Software issues
- Replacement of various hardware parts (Keyboard, Hard drive, RAM, Wifi Adaptor, Display)
- Worked for HP Global Soft on pay role of Blue Star InfoTech (August 2014- December 2014) and became permanent employee for HP Globalsoft in the month of December
- Involved in handling chats/calls from HPE employees across the world on Software/Hardware issues.
Technical Support Engineer
Aditya Birla Minacs
2013.05 - 2014.01
- Handling users on techincal issues(Software/Hardware) over call
- Raising tickets for any parts replacements.
Education
B.Tech -
Balaji Institute of Engineering Technology
Skills
Windows & Mac OS Support Incident Management
Asset Management
Vendor Management
JAMF
Azure & On-Premise Active Directory
O365 Applications
Sharepoint
Analytical & Problem-Solving Skills
Shell Scripting
Python
Software Troubleshooting
Hardware Troubleshooting
Repair Hardware
Mac OS Troubleshooting
Microsoft Azure
Certification
macOS Support Essentials 10.12
Timeline
User Support Technician
Pegasystems Worldwide
2017.07 - 2019.08
IT Operations Analyst
HP Globalsoft
2014.08 - 2016.09
Technical Support Engineer
Aditya Birla Minacs
2013.05 - 2014.01
Senior Member Technical
Sincro Digital Marketing
2 2020 - 7 2024
B.Tech -
Balaji Institute of Engineering Technology
macOS Support Essentials 10.12
Microsoft Certified Azure Administrator Associate
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