Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Akhila Tudum

Hyderabad

Summary

IT professional with over 5 years of experience in incident, change, and problem management, alongside application support and automation. Expertise in Office 365, AD/Azure AD, SCCM, and Windows Server. Successfully implemented automation solutions that enhanced operational efficiency and minimized manual tasks. Skilled in aligning technology with business requirements through effective system configuration and technical support.

Overview

6
6
years of professional experience

Work History

Service Operations Engineer

Providence
08.2022 - Current
  • Incident Management: Handled escalated and major incidents with timely resolution and minimal business impact.
  • O365 & Admin Tools: Proficient in Outlook, Teams, OneDrive, SharePoint, Exchange, Azure AD, Active Directory, endpoint management, and MDM.
  • IAM: Managed access provisioning, security controls, and IAM tasks.
  • Server Management: Executed monthly patching, validation testing, and technical debt clearance of legacy servers.
  • Citrix: Basic administration knowledge.
  • Healthcare IT: Worked with HL7, PACS, and DICOM; managed PACS user creation and permissions.
  • Alert Response: Monitored, acknowledged, and escalated alerts; coordinated with on-call engineers, and incident commanders.
  • Projects: Contributed to migrations, certificate renewals, OS upgrades, switch reboots, and network cutovers with vendors.
  • Training: Mentored and onboarded new team members.
  • Service and Troubleshooting: Resolved service requests and incidents, prioritized critical issues, and minimized operational disruptions under pressure.

Systems Engineer

Berkadia
01.2020 - 07.2022
  • Managed L2 incidents, service, and security requests with root cause analysis and resolution.
  • Administered global identity and access management (onboarding, offboarding, entitlements, and terminations) across multiple systems.
  • Maintained mailboxes, distribution lists, security groups, and service accounts in AD/AAD.
  • Experienced in Active Directory, Exchange, SCCM, Office 365, Intune, and Endpoint Management.
  • Implemented process automation in SCCM to fix deployment failures, package errors, and patching issues.

Education

B. Tech in Computer Science Engineering

VNR Vignana Jyothi Institute of Engineering
05-2019

12th Grade

Sri Chaitanya Junior College
05-2014

10th Grade

St. Ann’s High School
05-2012

Skills

  • ITIL: expertise in incident management, change management, problem management, and knowledge management
  • Application support: proficient in health care applications support and HL7 basics, PACS
  • Operating systems: skilled in Windows and Windows Server management
  • Monitoring and reporting: proficient in Azure Monitor
  • Identity and access management: skilled in Azure Active Directory and Active Directory
  • MDM: Experienced with Microsoft Intune, SCCM, and patch management
  • Office 365: Proficient in user management, license management, Exchange Admin Center, SharePoint Admin Center, Teams Admin Center, and threat management
  • Ticketing tools: Experienced with ServiceNow, Fresh Service, and Freshdesk
  • Cloud services: Knowledgeable in Azure fundamentals

Accomplishments

  • Star Performer Award (2020), Exemplary Contributor (2021)
  • Star fighter Award (2019), Won Dream Team award (2021)
  • Awarded First Prize in Ransomware Attack roleplay.
  • Was recognized multiple times with Bravo and Moments of Milestones awards for various project accomplishments throughout my career

Timeline

Service Operations Engineer

Providence
08.2022 - Current

Systems Engineer

Berkadia
01.2020 - 07.2022

B. Tech in Computer Science Engineering

VNR Vignana Jyothi Institute of Engineering

12th Grade

Sri Chaitanya Junior College

10th Grade

St. Ann’s High School

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Akhila Tudum