Kiran Rao

Reconfigured network settings to improve system performance, resulting in a 15% increase in data transfer speed.

Collaborated with senior engineers in deploying enterprise-level software-defined networking, with 100% successful integration within the set timeframe.

Implemented automation tools, decreasing network configuration and troubleshooting time by 20%.

Excelled in clearing high-level server-related tickets, improving IT response time by 30%.

Initiated the development of effective disaster recovery plans that ensured 99.5% system uptime over a six-month period.

• Diagnose and resolve hardware and software-related issues in a Windows 10/11 environment, including remote access (VPN, remote desktop), and mobile device management (Android and iOS).
• Utilize the ServiceNow ticket system: Create an article for our knowledge base to install, upgrade, configure, and troubleshoot software.
• Provide customer support through phone, email, and remotely; assist users with troubleshooting firm and personal computer issues, printer/scanner issues, basic network issues, and other miscellaneous issues.
• Use Endpoint Central to track enterprise hardware inventory and specifications.
• Working with Azure, Intune, Autopilot, MAM/MDM, and Store for Business.
• Use Active Directory, Group Policy Management (AGPM), PowerShell, and USMT to provide third-level support.

• Provide phone, email, chat or remote workstation support to approximately 300 regional employees.
• Support corporate IT systems and analyze events to resolve system issues.
• Provide regular end-user/new user education training sessions focusing on collaboration tools and VPNs

• Troubleshoot technology issues.
• Install and maintain equipment and software.
• Ask questions to pinpoint the problem.
• Perform remote troubleshooting & Asset Maintenance.
• Help new employees set up their workstations.
• Maintain and upgrade equipment & software support as needed.

• Designed and deployed a virtual domain network for use as a development environment that includes a domain controller, Active Directory 2008, DHCP, DNS, and a Microsoft Exchange server.
• Created virtual machines for test environment using VMware.
• Researched requirements, deployed in a test environment, created documentation, and instructed peers on the use of software including ManageEngine's AD Self Service Plus, McAfee's ePolicy Orchestrator, and Microsoft's Systems Center Operations Manager for 'Wabtec India Transport Solutions Ltd.'
• Utilize Windows Server Update Services to manage and deploy software patches to Wabtec Corporation.

• Performing administrative duties such as communicating with vendors, greeting customers or answering phone calls to schedule service appointments.
• Managing a team of Service Technicians and Advisors.
• Windows Server Update Services to manage and deploy software.
• Using Problem-solving and people skills to ensure swift resolutions to technical issues.
• Testing, troubleshooting, and diagnosing computer error messages and failures.
• Developing a working knowledge of industry laws and regulations to ensure their service department is in compliance.
• Maintaining customer relationships to ensure repeat customers by handling customer concerns in a timely manner.

• Follow 5S and Safety guidelines.
• Use manual/semi-automatic/automatic solder paste stencil machine.
• Load components into pick and place machine.
• Reflow oven operations, Routine light duty maintenance.
• Start job run on machine, Set up loader machine, Also handling lead related material.
• Set up MPM (screen printer), Set up CP6 and locate and identify if errors occur and alert SMT Technician.