Keerthi Suman V
IT support Engineer
Hyderabad,TG
Summary
Enthusiastic and detail-oriented IT Service Desk professional with a strong foundation in troubleshooting, user support, and system maintenance. Seeking to leverage technical expertise and communication skills to deliver efficient and empathetic support in a dynamic IT environment. Committed to continuous learning and contributing to organizational success by resolving issues swiftly and enhancing user satisfaction.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Senior Support Engineer
Goldman Sachs
12.2023 - 12.2024
- Delivered support via phone, email, remote desktop, and ticketing system (ServiceNow), resolving 20–25 incidents daily within SLA timelines.
- Administered Active Directory for user/group account management, access provisioning, and permissions, ensuring 100% compliance with security policies.
- Provided remote desktop support, including RAM upgrades, user profile configuration, and application installations, to optimize system performance.
- Managed and troubleshot Microsoft Office 365 applications (Outlook, Teams, Excel add-ins), boosting productivity by 15%.
- Resolved complex Outlook issues (calendars, delegate access, PST management), reducing repeat tickets by 10%.
- Supported financial tools such as S&P Capital IQ and FactSet, fixing integration and data retrieval issues for analysts.
- Authored and maintained knowledge articles and SOPs, improving first-call resolution by 10%.
- Deployed and configured network desktops with required applications, streamlining onboarding for over 100 new hires annually.
- Provided macOS technical support, ensuring smooth device performance and improved user satisfaction.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Generated reports to track performance and analyze trends.
- Developed comprehensive documentation for technical procedures, ensuring consistency and accuracy in problem resolution.
- Connected to computer of client using remote link to install programs and applications.
IT Operations Associate
TCS Adibatla
03.2022 - 09.2023
- Provided L1 help desk support, resolving 30+ tickets daily via ServiceNow, phone, chat, and email, while maintaining 95% SLA compliance.
- Installed, configured, and troubleshot Windows/Mac systems, POS systems, mobile devices, and peripherals, reducing recurring issues by 20%.
- Managed user account lifecycle (onboarding, terminations, license recovery, and ad/Office 365 provisioning), improving turnaround by 15%.
- Configured and monitored antivirus and security tools to ensure 100% security compliance.
- Maintained and tracked IT asset inventory (1,000+ devices) with accurate lifecycle reporting.
- Authored SOPs and knowledge base articles, increasing team efficiency and first-call resolution by 10%.
- Monitored and triaged the help desk dashboard, escalating P1/P2 incidents as per ITIL guidelines.
- Coached end-users on IT best practices, improving customer satisfaction scores by 12%.
Content Moderator
Cognizant Technology Solutions, CTS
01.2021 - 01.2022
- · Investigated and resolved user-reported content, account, and safety issues within defined SLAs and quality standards.
- · Delivered empathetic, accurate, and timely support responses, ensuring a positive user experience.
- · Applied and adhered to policies, procedures, and compliance guidelines in all case resolutions.
- · Consistently met daily productivity and quality benchmarks in content review and support.
- · Handled sensitive or potentially disturbing content with resilience and professionalism.
- · Leveraged available employee support resources to maintain well-being while managing high-impact cases.
Education
MBA - Human Resources Management
David Memorial Institute of Management
Hyderabad, India 04.2001 -
BBA - Human Resources Management
AMS College of Arts And Science For Women
Hyderabad, India 04.2001 -
Skills
Customer support
Timeline
Senior Support Engineer
Goldman Sachs
12.2023 - 12.2024
IT Operations Associate
TCS Adibatla
03.2022 - 09.2023
Content Moderator
Cognizant Technology Solutions, CTS
01.2021 - 01.2022
MBA - Human Resources Management
David Memorial Institute of Management
04.2001 -
BBA - Human Resources Management
AMS College of Arts And Science For Women
04.2001 -