KRISHNA SAI
D-ploy GmbH | Supporting Sandoz
Hyderabad
3
Language
1
Certification
9
Years of experience
Experienced IT Support Engineer specializing in enterprise Service Desk and desktop support. Delivered hands-on expertise with Microsoft 365, Intune, Azure AD, Active Directory, and ServiceNow. Skilled in troubleshooting Outlook, Teams, and device compliance issues while ensuring adherence to SLA performance. Background includes incident management, onboarding/offboarding, IT asset management, and global user support.
Work History
IT Support Specialist
11 Months- Provide enterprise Service Desk support for global, onsite, remote and VIP users.
- Troubleshoot Microsoft 365, Outlook, Teams, OneDrive, VPN, MFA and login/access issues.
- Managed incidents and service requests using ServiceNow, consistently meeting SLA targets to ensure timely resolution.
- Handle high-priority tickets and escalations to reduce business impact and downtime.
- Handled high-priority tickets and escalations to minimize business impact and reduce downtime.
- Support onboarding and offboarding activities including user accounts, laptop setup and access provisioning.
- Work with infrastructure and other IT teams to resolve complex technical issues.
- Created user guides and knowledge base documents, enhancing support efficiency and user self-service.
IT Support Engineer
8 Months- Provided enterprise IT and Service Desk support, resolving day-to-day technical issues for end users.
- Supported a 300+ user environment, ensuring smooth IT operations.
- Led 4-member IT support team, coordinating task assignments and handling escalations.
- Managed incidents and service requests in ServiceNow, ensuring SLA compliance.
- Enhanced first-call resolution rate through effective troubleshooting and communication.
- Administered Active Directory and Azure AD user accounts, password resets and access permissions.
- Provided support for CRM, Zoho application installation and SIP connection issues.
- Provided Pan-India IT support through phone, email, remote and onsite support channels.
IT Support Engineer
6 Months- Managed incidents and service requests with Darwin Box and ServiceNow, ensuring SLA compliance and providing timely updates to enhance service reliability.
- Assisted users with hardware/software installation, configuration, and system setup, adhering to organisational standards to ensure seamless operations.
- Troubleshot network connectivity, application, printer and system-related issues.
- Provided onsite IT support for projects supporting Microsoft and Amazon data center environments.
- Supported device configuration, troubleshooting and IT operations in enterprise data center environments.
- Created and updated troubleshooting guides, IT procedures, and user documentation to streamline support processes and facilitate user understanding.
Desktop Support Engineer
9 Years 1 Month- Delivered desktop and end-user IT support for Pan-India examination management projects across educational institutions and government departments, enhancing overall project efficiency.
- Ensured system stability and minimal downtime while supporting universities, colleges, examination centers, and recruitment operations.
- Acted as IT-In-Charge for Police Department recruitment events, overseeing onsite IT operations, CCTV systems, RFID systems, network connectivity and real-time issue resolution.
- Installed, configured, and supported Windows desktops, laptops, printers, operating systems, and enterprise applications to maintain operational continuity.
- Served as IT-In-Charge for Police Department recruitment events, managing onsite IT operations, CCTV systems, RFID systems, network connectivity and real-time issue resolution.
Data Processing Assistant
5 Years 11 Months- Managed office administration and daily operational activities.
- Maintained accurate records, reports, and documentation to ensure effective data management processes.
- Used Microsoft Excel for data tracking, reporting and operational analysis.
- Supported document management by scanning, indexing, filing, and securing documents for easy retrieval.
- Assisted with database and SQL-related data handling activities.
- Coordinated team schedules, operational tasks and administrative support activities.
- Ensured data accuracy and documentation quality to comply with internal procedures and standards.
Education
Master of Arts - Political Science
Bachelor of Arts - Political Science
Skills
Technical support
Technical troubleshooting
Access management
Endpoint & Windows: Microsoft Intune
Windows 10/11
Endpoint Management
Hardware troubleshooting
Remote Desktop Support
Remote support
VIP support
Microsoft outlook
CRM support
Knowledge base management
Certification
- JetKing MNA Certified Engineer at Jetking Study Center — May 2021 – Jan 2022
- Google IT Support Professional Certificate — Coursera — May 2019 – Dec 2019
LANGUAGES
Telugu | English | Hindi
Timeline
IT Support Specialist
D-ploy GmbH | Supporting Sandoz
09.2025 - CurrentRead More
IT Support Engineer
ManpowerGroup India
10.2024 - 06.2025Read More
IT Support Engineer
Listentights Pvt. Ltd.
04.2024 - 10.2024Read More
Desktop Support Engineer
Magnetic Infotech Pvt. Ltd.
03.2015 - 04.2024Read More
Data Processing Assistant
Magnetic Infotech Pvt. Ltd.
03.2009 - 02.2015Read More
Osmania University
Master of Arts from Political Science
Read More
Dr. B.R. Ambedkar Open University
Bachelor of Arts from Political Science
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