Chandra Shaker Vemula
IT Support Technician
Hyderabad
Summary
Friendly Help Desk Technician with 10 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
10
10
years of professional experience
Work History
IT Support Technician
New Relic One India Private Limited
11.2022 - Current
- Mac OS Configuration & Support
- Jamf Administration, Okta Administration, Remote management GSuite Administrator, Slack Admin, Gam Scripting, Zoom Admin, Apple Business manager, Firstbase asset tracking and shipping.
- Incident Management with Zendesk & Jira
- Moveworks AI Assistant is a highly intuitive enterprise AI platform that streamlines workflows for your entire workforce
- Managed IT asset inventory efficiently using Firstbase, ensuring accurate tracking and timely replacement or upgrades as needed.
- Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
Senior Technical Support Engineer
Aeries Technology
02.2022 - 11.2022
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Microsoft Intune Admin
- Incident Management with ITSM Remedy ticketing tool, Service now, Service Desk Plus, and CRM.
- Office 365 Admin
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
- Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
- Citrix VDA and Citrix receiver installations and troubleshooting.
Senior Analyst
HCL Technologies Ltd.
07.2019 - 01.2022
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
- Incident Management with ITSM Remedy ticketing tool, Service now and CRM
- We used to work on Okta, VIP Access issues.
- Knowledge on MDM with JAMF, Intune.
- Citrix VDA and Citrix receiver installations and troubleshooting.
- Depends on issue will take remote through Bomgar and Teams
- Depends on Mac issue will work with commands in terminal
- Knowledge of the end to end process to manage the MAC OS in a corporate environment
- Setup and configuring the MacBook with band building.
- We use to Re-image the MacBook with the help of self-building.
IT Support Technician
Ample Technologies Pvt Ltd
01.2017 - 07.2019
- Assisted Customers having hardware, software and networking issues
- Sets up mobile phone Exchange email, VPN, and Internet access for users via secure company network.
- Install, repair, maintain, and upgrade Apple Desktop and Notebook Computers, Perform maintenance on printers.
- Backing upping data through time machine and restoring the data.
- Troubleshooting network connectivity in a LAN/WAN environment.
- Maintaining CSAT as per the company requirement.
L1 Business Associative
Celkon Impex Pvt Ltd
03.2016 - 12.2016
- Install, upgrade, support and troubleshoot Windows 7, windows 8, 8.1, windows 10.
- Involved in servicing Mobile device support for iPhone
- Having knowledge on multiple domains as CRM, Technical Support Engineer and Document Management.
- Extensive experience in Mobile (IOS, MacBook, Android) & Desktop (Spectra) based applications.
Customer Support
Serco Bpo Pvt Ltd
03.2015 - 10.2015
- Worked as voice process job
- Handled 40+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
Education
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Vijaya College of Engineering
Hyderabad, India08-2013
Skills
Jamf Administration
Gsuite Admin
Office 365 Admin
Okta Admin
Slack Admin
Zoom Admin
Hardware installation
Ticketing system experience
Mobile device management
Network configuration
Listening to Music
Listening to music that helps me relax mentally and stay focused on work.
Timeline
IT Support Technician
New Relic One India Private Limited
11.2022 - Current
Senior Technical Support Engineer
Aeries Technology
02.2022 - 11.2022
Senior Analyst
HCL Technologies Ltd.
07.2019 - 01.2022
IT Support Technician
Ample Technologies Pvt Ltd
01.2017 - 07.2019
L1 Business Associative
Celkon Impex Pvt Ltd
03.2016 - 12.2016
Customer Support
Serco Bpo Pvt Ltd
03.2015 - 10.2015
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Vijaya College of Engineering
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