KEERTHI KONETI
Summary
Dedicated, disciplined, and innovative IT professional with 6 years of experience in technology service desk operations, incident management, asset compliance, user access management (UAM), and multi-channel support. Currently working as a Senior IT Support Engineer, leveraging expertise in ServiceNow, CRC, Nimbus, ISAC, Active Directory, and Azure AD. Known for delivering exceptional customer service, driving operational excellence, and mentoring teams to achieve SLA compliance and process discipline. Seeking a leadership-oriented role to contribute at full potential and optimize IT service delivery.
Overview
6
6
years of professional experience
Work History
Senior IT Support Engineer
Data core technologies
2026.01 - Current
- Manage onboarding and offboarding processes, ensuring timely provisioning/de-provisioning of accounts and access rights
- Resolve incidents using ServiceNow and Nimbus tools, with proper SLA adherence and documentation
- Administer distribution lists, shared mailboxes, and group shares (creation, deletion, modification of access)
- Perform mapping of shared and network drives for end-users
- Troubleshoot workspace issues including desktop, VPN, and connectivity problems
- Handle application installation and uninstallation across enterprise systems
- Resolved O365 application issues (Outlook, Teams, OneDrive, SharePoint) with proper escalation.
- Provide and manage Copilot licenses for end-users
- Administer Active Directory (account management, password resets, group policies, license assignments)
- Manage user provisioning and license assignments using Azure AD, Entra, Active Directory, and BBS
- Use ISAC to gather device data for troubleshooting, compliance checks, and RCA documentation
- Host P1/P2 bridge calls, track updates via whiteboarding, and send severity notifications via email, Microsoft Forms, and ServiceNow
- Collaborate with infrastructure, application, and vendor teams to ensure smooth IT operations and propose automation opportunities
- Conduct ticket audits and coaching sessions to improve analyst performance and first-call resolution
- Drive knowledge base expansion by documenting recurring issues and solutions
- Support problem management by identifying root causes and raising RCA documentation in ServiceNow
- Ensure audit compliance and alignment with ITIL v4 practices
Support Executive - SME - Assistant Team Leader
Tata Consultancy Services (TCS)
Hyderabad
2021.02 - 2025.12
- Support Executive (Acting Assistant Team Leader).
- Supervised and mentored Service Desk Analysts, managed shift schedules, and ensured consistent performance and coverage
- Acted as escalation point for complex issues and coordinated with IT teams to drive timely resolution
- Monitored KPIs for FCR, CRT, and SLA compliance; conducted quality checks and ticket audits to ensure service standards
- Maintained SOPs, shift handover templates, and knowledge base articles to support process consistency
- Communicated service updates, outages, and resolutions to users and stakeholders across channels
- Analyzed trends and recurring issues to propose process improvements, aiming to enhance service delivery and efficiency
- Prepared performance reports and insights for leadership to support decision-making and service optimization
- Managed user provisioning and license assignments using Azure Entra and Active Directory
- Hosted P1/P2 bridge calls, tracked updates via whiteboarding, and sent severity notifications via email and Microsoft Forms.
- Delivered expert support in IT systems and applications.
- Provided expert-level support across systems, applications, and ITIL processes (Incident, Problem, Change management).
- Handled GSD ticketing using BMC Remedy (8.1), Smart IT, and Service Desk Plus for desktop, access, and VPN-related issues
- Resolved 100+ daily customer inquiries via calls, emails, and chat, including screen sharing for technical troubleshooting
- Managed onboarding/offboarding, password resets, and user provisioning across AD, Domain Controllers, CXOne, Salesforce, and Siebel
- Created, reviewed, and maintained SOPs, troubleshooting guides, and knowledge base articles to improve resolution quality
- Monitored alerts using Zabbix, HQ, and Datadog; escalated critical tickets and ensured timely communication via severity notifications
- Ensured compliance with audit parameters and IT policies while supporting BAU operations and vendor coordination
- Reviewed ticket handling for SLA adherence and coached analysts on tools and best practices to improve service quality
- Collaborated with developers, infrastructure teams, and business units to align support with operational needs and suggest automation or workflow improvements
- Oversaw incident management activities to ensure timely resolution of issues.
- Bridge Call Hosting: Led P1/P2 calls, drove live resolution across teams
- Cross-Team Collaboration: Facilitated communication and alignment across support groups
- Whiteboard Usage: Tracked incident flow using a live visual tool
- Severity Notifications: Sent impact alerts through emails and Microsoft Forms
- RCA Documentation: Logged incident details for audit and analysis
- Escalation Management: Triggered timely escalations for unresolved issues
Education
Master of Business Administration - Human Resources
JNTU
AnantapurBachelor of Science - Computer Science
Yogi Vemana University
Kadapa, AP, IndiaSkills
- IT Service Desk Operations – Incident, Problem & Change Management (ITIL v4)
- Tools Expertise – ServiceNow, CRC, Nimbus (voice/calling tool), ISAC (device data gathering), BMC Remedy, Smart IT, SDP
- User Provisioning & Access Management – Active Directory, Azure AD, Entra, BBS, Copilot licensing, CXOne, Salesforce, Siebel
- Collaboration & Communication – Hosting P1/P2 bridge calls, severity notifications, RCA documentation
- End-User Support – Onboarding/offboarding, workspace troubleshooting, O365 apps (Outlook, Teams, OneDrive, SharePoint), application installs/uninstalls, network drive mapping
- Monitoring & Compliance – Zabbix, HQ, Datadog, Sites, ISAC device compliance reporting
- Multi-Channel Support – Voice (Avaya, Genesys, Nimbus), Chat (CXOne, LivePerson, Genesys, SDP Chat), Email (Outlook, SDP)
- Reporting & QA – SLA/KPI dashboards, QA scorecards, ticket audits, ServiceNow analytics
- Leadership & Process Improvement – Team mentoring, ticket audits, SOPs, knowledge base expansion, trend analysis, audit compliance
Timeline
Senior IT Support Engineer
Data core technologies
2026.01 - Current
Support Executive - SME - Assistant Team Leader
Tata Consultancy Services (TCS)
2021.02 - 2025.12
Master of Business Administration - Human Resources
JNTU
Bachelor of Science - Computer Science
Yogi Vemana University