Gopal Kovvada
vishakapatnam
Summary
Driven and goal-oriented L1 Support Engineer with strong problem-solving skills and a passion for delivering efficient technical support to end users. Seeking an opportunity with a progressive organization where I can utilize my knowledge of ServiceNow, ITIL processes, O365, VPN, networking, and ticketing tools to resolve technical issues, improve user experience, and contribute to organizational success while continuously enhancing my technical skills.
Overview
2026
2026
years of professional experience
Work History
Associate
Wipro
hyderabad, india
01.2025 - 01.2026
- Provided 24/7 IT service desk support to global users across multiple locations, ensuring high availability and user satisfaction.
- Managed incident and service request tickets in ServiceNow, consistently meeting SLA and resolution targets.
- Handled multiple tickets simultaneously, prioritizing issues based on business impact and urgency.
- Delivered real-time troubleshooting support via voice, chat, and email channels, ensuring quick resolution.
- Troubleshot Microsoft O365 applications including Outlook, Teams, and SharePoint.
- Resolved VPN, LAN/WAN, VLAN, and network connectivity issues for remote and on-site employees.
- Provided remote desktop support using enterprise tools to resolve user issues efficiently.
- Supported desktop/laptop troubleshooting (Windows & Mac OS), including hardware and software-related issues.
- Managed Active Directory (AD), Azure AD (AAD) tasks such as user creation, password resets, and access management.
- Configured and supported email and collaboration tools (M365) for end users.
- Worked on multiple environments simultaneously, supporting users across different regions, time zones, and business units.
- Coordinated with network, infrastructure, and vendor teams for faster issue resolution.
- Assisted in software deployment, patching, and updates using tools like SCCM and Intune.
- Provided hardware support for OEM devices such as Lenovo, Dell, and Apple systems.
- Maintained asset and inventory management, ensuring proper tracking and compliance.
- Demonstrated knowledge of VOIP systems and troubleshooting voice-related issues.
- Followed ITIL best practices for Incident, Problem, and Request Management.
- Worked with ITSM tools like ServiceNow and JIRA Service Desk effectively.
- Managed multiple user interactions simultaneously while maintaining quality and customer satisfaction.
- Exhibited strong communication and customer service skills, delivering excellent user experience.
- Worked independently with minimal supervision, while escalating critical issues appropriately.
Quality Control Analyst
Xsilica Software Solutions
hyderabad
03.2023 - 01.2024
- Monitored and managed IT incidents using Jira ticketing system for tracking and resolution.
- Provided technical troubleshooting for desktop, laptop, and application issues.
- Assisted employees with O365 services including Outlook configuration, email access, and Teams support.
- Diagnosed and resolved VPN connectivity issues for remote workforce.
- Provided Mac device support using Jamf for device management and configuration.
- Escalated unresolved technical issues to L2 teams following ITIL escalation procedures.
- Performed software installations, updates, and system configuration for end users.
- Maintained accurate ticket documentation and ensured SLA compliance.
- Supported basic network troubleshooting including LAN connectivity and Wi-Fi issues.
- Assisted users with system access and application permissions.
Software Engineer
Brillio
hyderabad, india
03.2022 - 01.2023
- Provided L1 technical support to users via phone, chat, and email for hardware, software, and network-related issues.
- Logged, tracked, and resolved incidents using ServiceNow ticketing system while maintaining SLA timelines.
- Troubleshot Windows OS issues, application errors, and basic system performance problems.
- Assisted users with Microsoft Office 365 issues including Outlook, Teams, SharePoint, and OneDrive.
- Supported VPN connectivity issues for remote users and ensured secure access to corporate networks.
- Performed password resets, account unlocks, and user access management through Active Directory.
- Followed ITIL framework for incident management, request fulfillment, and escalation procedures.
- Diagnosed basic networking issues such as IP conflicts, connectivity issues, and DNS problems.
- Coordinated with L2/L3 teams for complex technical issues and tracked resolution progress.
- Maintained documentation of common issues and solutions in the knowledge base.
Line Engineer
Deckmount
- (VLOOKUP/XLOOKUP, Power Query, Pivot
- Worked on SOP policies.
Education
Intermediate -
DR Sarvepalli RadhaKrishnan Junior College
AnantapurSecondary Education -
Bhashyam Public school
B.Tech - EEE
VIET College
VisakhapatnamSkills
,,,,,,,,,
System Performance Troubleshooting
Remote Desktop Support
Software Installation and Configuration
Windows OS Troubleshooting
Jamf (Mac Device Management)
Basic Networking (TCP/IP, DNS, LAN/WAN, Wi-Fi Issues)
VPN Configuration and Troubleshooting
Microsoft Office 365 Support (Outlook, Teams, SharePoint, OneDrive)
Jira Ticket Management
ServiceNow Ticketing Tool
Projects
Project Name: Online Resources System
Client: Meta (Content Moderation – E-Learning & Knowledge Platforms)
Team Size: 12
Tools: Internal Moderation Tools, Rally
This project involved moderating and monitoring user-generated content on online learning and collaboration platforms. The objective was to ensure a safe, compliant, and educational environment by reviewing content related to training materials, certifications, audio/video resources, and community interactions. The platform supported multiple user roles such as learners, trainers, administrators, and contributors.
Roles & Responsibilities:- Reviewed and moderated educational content, user posts, comments, and multimedia as per Meta community standards.
- Identified policy-violating content including misinformation, inappropriate material, spam, and abusive language.
- Classified moderation decisions based on severity, risk, and impact.
- Performed quality checks to ensure consistency and accuracy in moderation decisions.
- Conducted regression checks after policy updates or tool enhancements.
- Maintained daily and weekly moderation reports with coverage and accuracy metrics.
- Collaborated with quality analysts and policy teams to resolve complex moderation cases.
- Participated in team meetings to discuss guideline updates and workflow improvements.
Declaration
I here by declare that all the information given is true to the best of my knowledge and belief. Place: Hyderabad Kovvada Ramgopal
Timeline
Associate
Wipro
01.2025 - 01.2026
Quality Control Analyst
Xsilica Software Solutions
03.2023 - 01.2024
Software Engineer
Brillio
03.2022 - 01.2023
Line Engineer
Deckmount
Intermediate -
DR Sarvepalli RadhaKrishnan Junior College
Secondary Education -
Bhashyam Public school
B.Tech - EEE
VIET College