Mahesh Babu Ravuri
Senior Associate
Prakasam District
Summary
IT Support Specialist with 7+ years of experience in Identity Governance, Access Management, and Desktop Support. Skilled in Active Directory, Office 365, Citrix, VMware, Endpoint Security, and Incident Management tools. Proven ability to streamline workflows, resolve escalations, and mentor teams while ensuring compliance and operational excellence. Quick learner with strong problem-solving skills and a passion for applying new knowledge effectively.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Senior Associate – L1 Technical Support
Genpact India Pvt. Ltd.
07.2022 - Current
- Respond to client queries via phone, email, and instant messaging channels.
- Log incidents and service requests accurately in ticketing systems.
- Provide L1 IT support for hardware, software, and network-related issues.
- Perform remote desktop troubleshooting following SOPs and SLAs.
- Diagnose and resolve technical issues through user interaction, logs, and analysis.
- Route incidents to appropriate L2/L3 teams, ensuring accurate escalation.
- Track tickets until closure with timely follow-ups and clear resolution notes.
- Coordinate with L2/L3 teams during major incidents and provide user updates.
- Promote self-service knowledge base usage and educate users on IT best practices.
- Managed Microsoft Exchange tasks including group/shared mailbox creation and MFA setup/revocation.
Desktop Support Engineer
Everest DX (Client) | Lahari IT Solutions (Payroll)
12.2017 - 07.2021
- Troubleshot OS, application, and networking issues across Windows 7/10 environments.
- Resolved Outlook, Office 365, VPN (Citrix, Cisco, VMware) related incidents.
- Supported data centre activities including data tape movement for backups.
- Configured and maintained antivirus software ensuring endpoint security compliance.
- Managed incidents via ServiceNow & BMC Remedy, ensuring SLA adherence.
- Conducted Root Cause Analysis (RCA) and published scrub reports to improve resolution quality.
- Mentored new recruits, monitored dashboards, and published agent performance reports.
- Streamlined service desk operations, reducing ticket reassignment defects and improving SLA metrics.
Education
B.E. - Electronics & Communication Engineering (ECE)
Andhra University
High School Diploma -
Jawahar Navodaya Vidyalaya
Ongole 04.2001 -
High School Diploma -
Vignana Bharathi Junior College
Chirala 04.2001 -
Skills
- Incident & Service Request Management (ServiceNow, BMC Remedy)
- Identity & Access Management (Saviynt, gSIMS, Active Directory, Azure AD)
- Desktop Support (Windows, Linux, Office 365, Citrix, VMware)
- Remote Troubleshooting & SOP Adherence (BeyondTrust Bomgar, LogMeIn Rescue, MS Teams Screen Share)
- Infrastructure & Support: Windows Administration, Citrix, VMware Horizon, SCCM, RDP
- Operating Systems: Windows 10, Windows 7, Linux flavors
- Ticket Assignment, Tracking & Closure within SLAs
- User Training & IT Best Practices Promotion
- Stakeholder Coordination & Communication
- Strong Analytical & Problem-Solving Abilities
Interests
Traveling – Builds adaptability and cultural awareness, Collecting Movies & Songs – Demonstrates curiosity and appreciation for creativity, Indoor Games (Chess, Carrom) – Enhances strategic thinking and teamwork, Technology Exploration – Staying updated with IT tools and security practices, Knowledge Sharing – Mentoring peers and contributing to collaborative learning
Timeline
Senior Associate – L1 Technical Support
Genpact India Pvt. Ltd.
07.2022 - Current
Desktop Support Engineer
Everest DX (Client) | Lahari IT Solutions (Payroll)
12.2017 - 07.2021
High School Diploma -
Jawahar Navodaya Vidyalaya
04.2001 -
High School Diploma -
Vignana Bharathi Junior College
04.2001 -
B.E. - Electronics & Communication Engineering (ECE)
Andhra University
Declaration
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Date: 2026-04-23
Place: Hyderabad
Signature: Mahesh Babu Ravuri