KOPPALA VAMSI CHOODAMANI
Hyderabad
Summary
Offering over 3.5+ years of experience in the IT industry with expertise in hardware and OS support, desktop and server management, application troubleshooting, and network support. Successfully managed critical incident escalations, ensuring swift resolutions with minimal business impact. Contributed to a 90% improvement in overall system efficiency and a 90% reduction in network-related downtimes. Consistently maintained a high customer satisfaction rating by resolving over 90% of issues within stipulated time frames, demonstrating a strong commitment to service excellence
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Service Desk Specialist II
Sonoco India Performance Hub Private Limited
Hyderabad
11.2025 - Current
- Provided technical support for software and hardware issues to end-users.
- Managed service desk ticketing system for efficient incident tracking and resolution.
- Collaborated with IT teams to troubleshoot network connectivity problems.
- Implemented best practices for incident resolution processes based on ITIL standards.
- Resolved customer inquiries in a timely manner while ensuring customer satisfaction.
- Provided technical support to end-users via phone, email, and remote access.
- Managed Active Directory accounts by creating user profiles, resetting passwords.
- Tracked inventory of IT assets such as computers, printers, and phones.
Technical Lead
Cognizant technology solutions Pvt Ltd
Hyderabad
05.2022 - 10.2025
- Delivered technical support to end-users by addressing hardware, software, and network connectivity issues through Chat, email, and remote assistance.
- Successfully managed critical incident escalations by leveraging advanced technical expertise to de-escalate high-pressure situations, ensuring swift and effective resolutions with minimal business impact.
- Installed, configured, and maintained desktop and laptop computers, as well as operating systems such as Windows 10/11, ensuring smooth operation of enterprise applications.
- Diagnosed and resolved hardware and software issues, including printer configurations, VPN, and remote access problems, contributing to a 90% improvement in overall system efficiency. Managed user accounts, performed password resets, configured group policies, and controlled access in both on-premises and cloud environment using Active Directory Azure AD.
- Administered user management, file services, and remote desktop services on Windows server, ensuring seamless operation and accessibility for all users. Supported LAN/WAN troubleshooting, DNS/DHCP management, VPN setup, and network drive mapping, contributing to a 90% reduction in network-related downtimes.
- Provided extensive remote support to users via remote desktop, and various remote access tools such as TeamViewer, LogMeIn.
- Efficiently logged, categorized, and prioritized incoming incidents and service requests using ServiceNow, ensuring accurate ticket handling and timely resolution aligned with ITIL best practices. Consistently maintained a high customer satisfaction rating by exceeding service level agreements and resolving over 90% of issues within stipulated time frames, demonstrating a strong commitment to service excellence and user experience.
Education
MBA - Human Resources Management
Andhra University
Vishakhapatnam, India 05.2020 - 04.2022
Bachelor of Technology - Electrical Engineering
Raghu Engineering College
Vishakhapatnam, India 06.2015 - 09.2019
Skills
- Technical support
- Network troubleshooting
- Incident management
- Active Directory management
- Remote desktop services
- ITIL practices
- Effective communication
Languages
Telugu
First Language
English
Proficient (C2)
C2
Timeline
Service Desk Specialist II
Sonoco India Performance Hub Private Limited
11.2025 - Current
Technical Lead
Cognizant technology solutions Pvt Ltd
05.2022 - 10.2025
MBA - Human Resources Management
Andhra University
05.2020 - 04.2022
Bachelor of Technology - Electrical Engineering
Raghu Engineering College
06.2015 - 09.2019