G B Muddukrishna
Tirupati
Summary
Experienced IT Service Desk Engineer with 10+ years of experience delivering L1 and L2 technical support in Banking, Financial Services, and Insurance (BFSI) environments. Strong expertise in incident management, desktop support, Active Directory administration, system monitoring, and network troubleshooting. Skilled at diagnosing complex hardware, software, and connectivity issues while maintaining SLA compliance and operational stability. Proven ability to support enterprise users, coordinate with infrastructure teams, analyze incidents, and ensure continuous system availability and user satisfaction.
Overview
12
12
years of professional experience
4021
4021
years of post-secondary education
Work History
IT Service Desk Engineer - L2 Support
HDFC Life Insurance Company Limited
12.2022 - 08.2023
- Provided Level 2 technical support for desktop, laptop, and enterprise applications.
- Diagnosed and resolved complex incidents within SLA timelines.
- Managed Active Directory user accounts, permissions, and access control.
- Troubleshot VPN connectivity, LAN/WAN network issues, and DNS problems.
- Installed and configured enterprise applications and endpoint security tools.
- Supported Microsoft Office 365 and Outlook configuration issues.
- Coordinated with network, server, and infrastructure teams for incident resolution.
- Performed system patching, updates, and software deployments.
- Maintained IT asset management records and documentation.
- Provided remote support to branch offices and corporate users.
- Investigated system alerts and recurring incidents to identify root causes.
- Participated in incident review calls and operational troubleshooting discussions.
- Monitored system performance and ensured continuous availability of IT services.
IT Service Desk Engineer - L2 Support
Star Union Dai-ichi Life Insurance Company Limited
06.2021 - 08.2022
- Delivered second-level support for desktop, OS, and application issues.
- Diagnosed hardware failures and performed advanced troubleshooting.
- Administered Active Directory users, groups, and permissions.
- Resolved VPN access issues and network connectivity problems.
- Installed enterprise software, updates, and endpoint security patches.
- Provided remote technical support for branch office users.
- Coordinated with server and network teams for infrastructure incidents.
- Maintained incident documentation and troubleshooting records.
- Conducted root cause analysis for recurring technical incidents.
- Ensured compliance with organizational IT security policies.
- Monitored system alerts and escalated critical issues when required.
IT Service Desk Engineer - L1 Support
IndiaFirst Life Insurance Company Limited
12.2019 - 06.2021
- Provided first-level technical support for corporate and branch users.
- Logged and tracked incidents using IT service management tools.
- Installed and configured Windows OS and business applications.
- Troubleshot desktop, printer, and application issues.
- Managed password resets and Active Directory account requests.
- Provided remote desktop support for distributed users.
- Resolved LAN, internet, VPN connectivity issues.
- Maintained IT asset inventory and support documentation.
- Assisted with antivirus monitoring and endpoint security updates.
- Escalated complex incidents to Level 2 support teams.
IT Service Desk Engineer - L1 Support
Angel One Limited
10.2018 - 05.2019
- Provided L1 support for internal employees and trading platform users.
- Managed incidents through IT ticketing systems.
- Troubleshot desktop, OS, and application related issues.
- Assisted users with VPN connectivity and remote access tools.
- Installed business applications and security software.
- Supported Outlook email configuration and troubleshooting.
- Resolved network connectivity issues and system alerts.
- Maintained technical documentation and troubleshooting records.
IT Service Desk Engineer - L1 Support
White Lillies Marketing Services Pvt. Ltd
10.2017 - 10.2018
- Provided IT support for internal employees and remote users.
- Logged and tracked incidents through helpdesk systems.
- Installed and configured desktop operating systems.
- Troubleshot printers, scanners, and peripheral devices.
- Assisted with Outlook email configuration and troubleshooting.
- Performed hardware diagnostics and maintenance.
- Supported software installations and upgrades.
- Maintained IT asset inventory and documentation.
IT Service Desk Engineer - L1 Support
IIFL Finance Limited
01.2012 - 10.2017
- Delivered Level 1 IT support across multiple departments.
- Logged incidents and service requests using IT ticketing tools.
- Installed and configured Windows OS and Microsoft Office applications.
- Troubleshot desktop, laptop, and printer issues.
- Managed password resets and account unlock requests.
- Resolved LAN, Wi-Fi, and internet connectivity issues.
- Configured Outlook email accounts and resolved mailbox issues.
- Performed routine system maintenance and software updates.
- Maintained IT asset inventory records and documentation.
- Escalated complex technical issues to Level 2 teams.
Education
Master of Business Administration - Finance & Marketing
Sree Rama Engineering College - JNTU University
TirupatiBachelor of Commerce - Computers
Emerald's Degree College - S.V University
TirupatiIntermediate - Commerce
Board of Intermediate Education - Andhra Pradesh SSC
Thiruvananthapuram, KeralaSkills
- Incident Management and Service Request Handling
- IT Service Management (ITSM) Tools
- Active Directory User Administration
- Password Reset and Account Unlock Support
- Windows Desktop Support (Windows 7 / 8 / 10 / 11)
- Microsoft Office 365 Administration
- Outlook Email Configuration and Troubleshooting
- Remote Desktop Support and User Assistance
- Desktop, Laptop, and Peripheral Troubleshooting
- Printer and Scanner Installation and Support
- VPN Access and Remote Connectivity Troubleshooting
- LAN / WAN Network Connectivity Troubleshooting
- DNS, DHCP, and IP Address Issue Resolution
- Endpoint Security and Antivirus Monitoring
- Software Installation and Patch Management
- IT Asset Management and Inventory Tracking
- Incident Documentation and Knowledge Base Creation
- Root Cause Analysis for Recurring Incidents
- SLA Monitoring and Escalation Handling
- Coordination with Network, Server, and Infrastructure Teams
Timeline
IT Service Desk Engineer - L2 Support
HDFC Life Insurance Company Limited
12.2022 - 08.2023
IT Service Desk Engineer - L2 Support
Star Union Dai-ichi Life Insurance Company Limited
06.2021 - 08.2022
IT Service Desk Engineer - L1 Support
IndiaFirst Life Insurance Company Limited
12.2019 - 06.2021
IT Service Desk Engineer - L1 Support
Angel One Limited
10.2018 - 05.2019
IT Service Desk Engineer - L1 Support
White Lillies Marketing Services Pvt. Ltd
10.2017 - 10.2018
IT Service Desk Engineer - L1 Support
IIFL Finance Limited
01.2012 - 10.2017
Master of Business Administration - Finance & Marketing
Sree Rama Engineering College - JNTU University
Bachelor of Commerce - Computers
Emerald's Degree College - S.V University
Intermediate - Commerce
Board of Intermediate Education - Andhra Pradesh SSC