Elvis Gadde
Patna,Bihar
Summary
IT Support Team Lead with over 10 years of hands-on experience delivering Service Desk & remote desktop support. Currently leading a service desk team, providing expert support for diverse platforms and applications. Recognized for a consistent track record of improving support processes and ensuring SLA compliance. A detail-oriented and results-driven professional with a proactive approach to problem-solving, planning, and cross-team collaboration.
Overview
11
11
years of professional experience
Work History
Team Leader
HCL Tech
03.2024 - Current
- Leading the AMD project as Team Lead, overseeing day-to-day operations and ensuring SLA adherence across support functions.
- Handling L2/L3 escalations, collaborating with cross-functional teams to drive timely issue resolution and minimize downtime.
- Preparing and presenting detailed daily and weekly performance reports, tracking key metrics such as incident trends, resolution times, and team productivity.
- Serving as a key liaison between internal teams and external stakeholders, effectively communicating technical challenges and aligning on issue resolution strategies.
- Facilitating daily and weekly huddles, sharing updates, addressing roadblocks, and promoting a collaborative team environment focused on continuous improvement.
- Providing advanced support for RDS, virtual machine environments, Exchange servers, and Active Directory
Senior Engineer
3i-infotech
01.2018 - 11.2023
- Managed and monitored Vm platforms VMWare, platform 9 and Nutanix
- Deploying vm’s over template, pxe & ovf files
- Collaborate with multiple teams for creating templates as per requirements
- Working on alerts of clusters, CPU, memory, hosts and disks
- Provisioning, modifying and troubleshooting Xendesktop, Vm’s for user’s working in client places from Citrix studio
- Troubleshooting in virtual environment and resolved any issues to ensure smooth operations
- Actively completed migration of more than 500 vm’s from pf9 to vmware
- Generating alert tickets for antivirus
- Assisted In multiple automation tasks and setting up process
- Collaborated with other engineers and teams to identify and resolve complex issues
- Troubleshooting windows, linux and Mac OS
- Troubleshooting software sccm, Cisco any connect, Cybereason, java, correto java, office 365, password sync issues, active id, vnc , nomachine, sap gui, Jabber
- Adding machine’s, ports, programs to firewall exception’s, providing access to shared drives, mailboxes group’s & shared accounts
- Participated in multiple application migrations like antivirus, mfa and OS migrations
- Issuing certificates for byod device’s user’s
- Working with ticketing tool Salesforce & Jira
- Supporting through Voice, chat and email Support for onsite and off-site
- Creating KBA’s for knowledge base, Verifying & Updating KBA’S
- Raising a problem ticket for outages as per priority follow-up, updating ivrs for outages
- Training team on new process and
Business Support Sr. Analyst
Ecentric
08.2017 - 12.2017
- Voice, chat and email Support for inbound user’s
- New machines setup, outlook, vpn, communicator defender token and software centre
- Trouble shooting windows 10 and sonic wall, mcafee, java, msoffice, software centre
- Working on ticketing tool service now for Creating, transferring, merging tickets
- Analysing problem, providing Faster and accurate solutions or else forward to second level
- Marinating ticket tracker, Creating faq’s of unknown resolutions for knowledge base
- Collecting information for outages and updating ivr for planned outages
- Managing NT passwords, syncing, unlock and reset
- Raising incidents for outages as per priority follow-up, updating ivrs for outages
Engineer
Magna Infotech
06.2016 - 08.2017
- On call Support for inbound customers and user
- Initial machine setup for users
- Trouble shooting windows 7 and juniper, ms office, bit locker
- Working on tools like ticket otrs and bmc remedy
- Creating, transferring, merging tickets through otrs and bmc remedy
- Analysing problem, providing Faster and accurate solutions or else forward to second level
- Marinating track of the ticket’s
- Creating faq’s of unknown resolutions for knowledge base
- Collecting information for outages and updating ivr for planned outages
Deskside Support Engineer
Experis IT
03.2015 - 03.2016
- Diagnose and resolve unique, nonrecurring problems associated with application software, operating systems and hardware
- Determine the source of problems and classify their level, priority, and nature
- Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, mobile devices and other telecommunications equipment
- Create alternative methods for completing tasks, correcting user errors and system inconsistencies to improve the functioning devices
- Installing applications and trouble shooting like Citrix, sap, cognos, kronos, vmware, thomson internal software's
- Installing certificates for wifi access and vpn’s , and trouble shooting their access
- Adding groups for particular application access, printers and network drives
- Enabling and disabling network ports
- Providing access to user’s over printers, team laptop’s and pda’s
- Configuring corporate and personal devices over private and personal network
- Handling tickets through hp service manger
Desktop Support Engineer
Acropetal Technologies Pvt Ltd, Bangalore
01.2014 - 03.2015
- Maintain the software, hardware and network connections for all the branches
- Issuing and keeping track of assets
- Checking network connections & backups on daily basis
- Trouble shooting applications on board and over the network
- Configuring hardware, operating system and application
- Maintain antivirus up to date
- Updating tasks to manager with a daily report
- Escalating unknown tasks to the manager and getting done on his directions
- Roles: Maintain the software, hardware and network connections for all the branches
Education
PGDCA - correspondence
Annamalai University
Chidambaram06.2022
Skills
- Good Hands on platforms Active Directory, Exchange, VMware, platform 9, Nutanix, Intune, Sccm & Citrix Xen
- L2 level troubleshooting on OS’s Windows, Mac & Linux
- Have experience in supporting on and off-site support via Voice, Chat and E-mail support
- Good hands on generating reports, dashboard and working on multiple ticketing tools ServiceNow & Jira
- Strong time management and communication skills
- Team Supervision & Performance Monitoring
- Daily Huddles & Weekly Operational Meetings
- Escalation Management & Resolution
- Shift Scheduling & Workforce Planning
- Mentoring & Coaching Team Members
- Conflict Resolution & Feedback Management
- KPI Tracking & SLA Compliance
Disclaimer
I hereby affirm that the information furnished above is true to the best of my knowledge and belief. Place: Date: (Elvis Gadde)
Previous Work EXPERINCE
- Worked as a supervisor in padmasri Industries for 3years
- Worked as tutor, Data Entry Operator & Marketing in Tips For 2.8 years.
- Worked as a Channel sales executive in Reliance Communications for 1yr 3 months.
Timeline
Team Leader
HCL Tech
03.2024 - Current
Senior Engineer
3i-infotech
01.2018 - 11.2023
Business Support Sr. Analyst
Ecentric
08.2017 - 12.2017
Engineer
Magna Infotech
06.2016 - 08.2017
Deskside Support Engineer
Experis IT
03.2015 - 03.2016
Desktop Support Engineer
Acropetal Technologies Pvt Ltd, Bangalore
01.2014 - 03.2015
PGDCA - correspondence
Annamalai University
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