LAKSHMI SAHITYA Magapu

IT Support Engineer

INTENSE TECHOLOGIES LTD

HYDERABAD

12.2022 - 11.2025

Diagnosed and resolved network connectivity problems for employees and clients.
Collaborated with team members to improve IT support processes and workflows.
Managed ticketing system to track support requests and prioritize tasks effectively.
Conducted regular system updates to ensure security compliance and performance stability.
Provided technical support to end-users on a variety of computer software and hardware issues.
Developed and maintained user accounts, permissions, and access rights.
Assisted with network infrastructure design and implementation.
Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
Identified opportunities for process improvements within the IT department that could result in cost savings or increased productivity.
Provided technical support to users by troubleshooting hardware and software issues.
Used remote login tools to assist clients with technical and product questions.
Maintained up-to-date case documentation for future reference.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Handled customer service issues by providing guidance or escalating for advanced support.
Worked with internal teams to deliver accurate information to customers and service accounts.
Analyzed support tickets to identify trends and recommend product improvements to the development team.
Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Updated customer information and account status in the database following each interaction.
Participated in after-hours on-call rotation for critical support needs.