Arupa Devulapally

•Directed global project for remote desktop support at L2 and L3 levels.

•Monitored daily ticket queue and assigned tasks to appropriate shift engineers.

•Coordinated third-party engineer deployments when onsite technicians were unavailable.

•Guided engineers in troubleshooting and resolving technical issues.

•Utilized tools such as VZImage, Access, ServiceNow, Grafana,UCtools,ADOM and Slack for project
management.
•Ensured ticket closure upon confirmation of issue resolution.

•Emphasized quality control and thorough follow-up on all support requests

• Managed and resolved incidents, problems, and changes using ServiceNow.
• Provided technical support for desktop hardware, software, and peripherals, resolving 95% of issues on the first call.
• Created and updated incident, problem, and change tickets.
• Collaborated with teams to ensure timely resolution of issue Roles and Responsibilities.
• Encryption of Data by using Bit-locker and McAfee.
• Configuring the Laptops \Desktops as per process requirement.
• VPN (Palo Alto, Forti Client and Client VPN).
• MS teams.
• One drive and Gmail.
• Webex meeting Client, Zoom Meeting.
• Local sharing Printer, Network Printers and scanners.
• Mac enrolment.
• VPN connection to end-users.
• Configured Group Policy Objects to enforce organizational policies in the domain environment.
• Installed security patches for Windows Server operating systems and applications as needed.
• Working on Remote Support like Remote assistance tool to resolve the issues.
• Maintaining Security patches.
• Troubleshooting OS booting related issues.
• Troubleshooting software related issues taking backup Data.
• Basic Networking Problems and Troubleshooting Network Problems.
• Resolving and Repairing PST and OST issue in outlook.
• Installing & Configure Antivirus software to fully protect IT environment.
• Configuration, Troubleshooting of O365 and outlook2016.

• Provided technical support for a dedicated project, ensuring seamless operations and minimal downtime.
• Supported over 2,000 users, resolving technical issues via phone, email, and in-person support.
• Utilized strong problem-solving skills to troubleshoot and resolve hardware, software, and network issues.
• Collaborated with internal teams to ensure timely resolution of technical issues and improved customer satisfaction.