Job Search Status
Open to workDesired start date: Immediately
Open To Work
Paul B. Dinakar
Warangal
Work Preference
Summary
IT Engineer with 9+ years of experience providing enterprise desktop, system administration, and end-user support across global organizations including Amazon. Strong expertise in Windows/macOS support, O365 migrations, VPN troubleshooting, ACME device management, ServiceNow ticketing, and New Hire onboarding. Proven ability to meet SLAs, maintain high CSAT, and support high-volume corporate environments.
Overview
10
10
years of professional experience
Work History
IT Engineer L3
Amazon Development Centre of India
05.2022 - Current
- Provide end-user IT support for Windows and macOS systems, including hardware/software troubleshooting.
- Perform New Hire IT Setups, including laptop provisioning, account creation, and access configuration.
- Troubleshoot VPN connectivity issues and resolve secure remote access problems.
- Support ACME (Amazon Client Management Engine) for device enrollment, compliance, and configuration. Handle O365 migrations, mailbox configurations, and user profile transitions.
- Create and manage UC accounts and Shared Mailbox accounts.
- Resolve incidents and service requests via chat (Dual Chats) and ticketing systems, ensuring SLA compliance.
- Provide L3 desktop support for application, OS, and network-related issues.
- Assist users with imaging, reimaging, and system migrations.
- Coordinate with internal teams to escalate complex issues and ensure timely resolution.
- Maintain documentation and asset tracking for IT equipment.
- Deliver excellent customer service while supporting high-volume corporate users.
- Mobile Email Support (AEA: Amazon Enterprise Access)
IT Engineer L2
Collabera Technologies Client: Qualcomm India
12.2019 - 05.2022
- Managing DNS and DHCP by Blue Cat Portal.
- Performing VHD backup process for exit employees.
- Maintaining IT Asset inventory database.
- Served as the initial point of contact for customer inquiries, solved technical issues, and escalated issues to appropriate support.
- Providing Support for imaging, configuration, and migration of user’s workstations from Windows7 operating system to Windows10 Platform
Hyper Care Engineer L2
ANRI Solutions Client: Genpact India
01.2018 - 12.2019
- Served as hyper care engineer for HSBC Process for over 300-500 FTE
- Supported issues related to desktops, laptops, printers
- Handled 20-30 cases daily
- Provided Support for network issues configuration of VLANs coordinating with Datacenter team
- Network troubleshooting
- Replacement of Hard disks and coordinating with Dell Support
- VPN Support
- Imaging Support and New Process Setup including network configurations and software installations.
IT Support L1
Accel Front line Client: MRF
09.2016 - 08.2017
- Supported employees through email and call support
- Desktop Setups imaging as well as OS installations
- Lotus Email Configurations
- Supported for Video Conferencing
- Crimped LAN Cables and Provided network Support
- Asset Management
- Network related support to Kuka Robotic Units
- Network Support to Scada units and Setting u Static IPs to new system
Education
B. Tech - Computer Science & Engineering
JNTU
01.2012
Skills
Operating systems expertise Windows environments Linux distributions Apple macOS
IT service management tools DNS and DHCP solutions VPN security protocols Endpoint security software
Office suite proficiency Outlook expertise Lotus Notes usage
Directory services expertise Virtual private networks Network configuration and management System imaging techniques Asset tracking and management
Cloud infrastructure management
VMware virtualization
Virtual meeting platforms: Cisco WebEx, Zoom
Onboarding processes Unified communications accounts Shared mailbox management Mobile email setup
Accomplishments
- Successfully supported large-scale New Hire onboarding with zero critical escalations
- Consistently met SLA targets while handling high ticket volumes.
- Played a key role in smooth O365 migration activities with minimal user impact and supported Mobile Email Configurations
- Recognized for quick turnaround and strong customer satisfaction scores.
- Maintained CSAT at 86%, ARR at 92%, AHT at 25 minutes
- Recognized for Amazon Shoutouts from customers
- Received Email feedback from L7
- Usage of AI Tools like Amazon quick suite, Power chat for efficient customer interactions and resolving complex issues
- Developed utility tools for clearing browser cache automatically at regular intervals using AI Tools like Cedric.
New Technologies Upskilling:
- Learning AWS Cloud
- Knowledge on Cloud Concepts
- Created EC2 Instances
- Configured IAM users’ groups and policies
- Implemented NAT Gateway Setup in VPC (Free Tier Account)
Timeline
IT Engineer L3
Amazon Development Centre of India
05.2022 - Current
IT Engineer L2
Collabera Technologies Client: Qualcomm India
12.2019 - 05.2022
Hyper Care Engineer L2
ANRI Solutions Client: Genpact India
01.2018 - 12.2019
IT Support L1
Accel Front line Client: MRF
09.2016 - 08.2017
B. Tech - Computer Science & Engineering
JNTU