Bala Showry
IT Support Specialist
Hyderabad,TG
Summary
Experienced IT Specialist with a strong background in end-user support, system administration, and IT service management across global environments. Expertise in troubleshooting hardware and software issues, managing Active Directory, supporting Microsoft Office 365, and utilizing remote support tools. Demonstrated skills in mentoring and training team members, implementing process improvements, and ensuring high levels of customer satisfaction. Proven ability to meet SLAs, handle escalations, and contribute to IT compliance projects.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Senior Engineer/ Specialist
Movate Technologies Pvt Ltd (Mediakind & Google)
Hyderabad, Telangana
11.2018 - 04.2025
- Adhered to timelines to meet quality assurance targets.
- Determined project specifications by thoroughly studying performance standards, requirements and technical studies.
- Promoted teamwork and demonstrated effective communication skills to improve collaboration among personnel.
- Mentored and coached entry-level and junior engineers to improve talent and boost skill levels.
- Adhered to timelines to meet quality assurance targets
- Monitored employee performance to keep projects on task.
System Engineer
Collabera Technologies (Vodafone Shared Services India)
01.2017 - 11.2018
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Customer Service Desk provides support for Desktop and Laptop Issues for Vodafone Employees for Locations Like UK, Germany, Qatar, Hungary, Ireland, Luxembourg and Romania.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
- Wrote and maintained custom scripts to increase system efficiency and performance time.
IT Help Desk Coordinator/Desktop Engineer
Renovision Automation Services Pvt. Ltd. (Wipro Technologies)
06.2014 - 12.2016
- Desktop operations team provides support to all desktop, laptop, android and OS related issues for All Wipro employees across globe locations US, Europe, Japan, China, and Australia.
- Used ticketing systems to manage and process support actions and requests.
- Provided on-call support for critical issues related to Microsoft Office365, Active Directory.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Analyzed help desk metrics to identify areas for improvement, implementing changes that led to increased efficiency and effectiveness.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Diploma in Electronics -
05.2011 - 06.2014
Bachelor of Science - Electronics And Communication
06.2014 - 05.2017
Skills
Microsoft Office 365 Administration
Operating Systems
Remote Support Tools
Active Directory
Networking
Incident Management
Service Delivery
Problem-Solving
Communication
Teamwork & Collaboration
Training & Mentoring
Time Management
Accomplishments
- Recognized for outstanding performance with the Hi-Flyer Award in November 2022, and consecutively in the first quarters of 2023, 2024 & 2025.
- Awarded "Customer Delight" certificate for a half yearly review as a Mediakind IT Specialist in 2019.
- Won "Goodies" for being the best performer of the quarter as a Vodafone IT Service Desk Engineer in 2017.
- Complimented by Supervisor, co-workers and clients for excellence in reaching customer expectations.
Additional Information
Key Responsibilities:
- Working as a Senior Engineer/Specialist for the current project and key responsible in reducing the frequent problems reports to Service desk.
- Working with location Escalation managers regarding any IT issues raised from all GEO locations.
- Handling long pending calls (Tickets) and Escalated issues and owning it until closure.
- Attending end user queries through e-mail, Remote desktop connection, Phone and Chat through remote tools within SLA.
- Part of projects involving software compliance, network security, and software distribution resulting in adherence to corporate standards and IT Compliance.
- Training new engineers on process and technical issues.
- Analyzing the technical competency of the team and taking the necessary actions for improvement.
- Reviews with the Quality team and to implement service improvement plans.
- Auditing of tickets/chats for techs and sharing feedback on the required basis.
- Managing the queues/shift to meet SLA, AHT and control Abandon Rates.
TECHNICAL SKILLS:
- Administrating tech support in Windows, MAC and Linux.
- Administrating computers through remote connectivity software (Bomgar, FastViewer, CRD)
- Laptop configuring & formatting, domain joining, password synchronize. (Previous Organizations)
- Managing, trouble shooting and deletion Active Directory user accounts in the windows client environment.
- Support for basic network related issues regarding LAN/VPN.
- Active Sync exchange account configuration support for Android, IOS and Windows devices.
- Installation, Configuration & Troubleshooting of Mail clients, Microsoft Products (2010, 2013, 2016, O365) & Other software's.
- BitLocker Drive Encryption troubleshooting.
- Configuration & Troubleshooting of VPN
- Coordinating with different Vendors like Dell, Lenovo, Vodafone-UK and Sprint-US for laptops, mobile and data network issues for end users across the Globe.
Timeline
Senior Engineer/ Specialist - Movate Technologies Pvt Ltd (Mediakind & Google)
11.2018 - 04.2025
System Engineer - Collabera Technologies (Vodafone Shared Services India)
01.2017 - 11.2018
IT Help Desk Coordinator/Desktop Engineer - Renovision Automation Services Pvt. Ltd. (Wipro Technologies)
06.2014 - 12.2016
Annamalai University - Bachelor of Science, Electronics And Communication
06.2014 - 05.2017
Nettur Technical Training Foundation - Diploma in Electronics,
05.2011 - 06.2014
Languages
English
Hindi
Telugu