Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Manohar Sairam Kodavali

Support Specialist
Bengaluru

Summary

Skilled and detail-oriented Technical Support Specialist with over five years of experience providing exceptional IT support in diverse enterprise environments. Adept at troubleshooting hardware, software, and network issues, managing user accounts, and ensuring seamless system performance. A good knowledge of tools such as Active Directory, SCCM, ServiceNow, and Microsoft 365. Known for delivering high first-call resolution rates, maintaining SLA compliance, and providing user training and documentation. Strong communicator with a customer-first mindset, and a solid foundation in ITIL practices.

Overview

5
5
years of professional experience

Work History

Technical Support Specialist

Power Bridge Systems Pvt. Ltd.
Bengaluru
02.2020 - Current
  • Performed on-site hardware support by visiting end users and client locations to diagnose and replace faulty laptop components, including HDDs, RAM, keyboards, displays, and motherboards.
  • Installed, configured, and updated the Windows OS, and ensured the deployment of standard company software, such as MS Office, antivirus, and drivers.
  • Maintained accurate service records, and provided timely updates on part replacements and issue resolutions.
  • Ensured minimal downtime for clients by prioritizing urgent requests and adhering to SLA timelines.
  • Coordinated with OEM vendors for warranty claims and spare part procurement.
  • Educated users on basic troubleshooting steps and post-repair care to reduce recurring issues.

Support Model Assistant

Anheuser-Busch InBev
Bengaluru
08.2022 - 05.2025
  • Managed IT support for Celonis EMS, focusing on access control and audit readiness.
  • Used ServiceNow for ticket management, SLA tracking, and reporting.
  • Sound knowledge of ITIL best practices around Incident and SNOW enhancement procedures.
  • Managed resources between multiple audits, and submitted weekly reports to inform group auditors of the audit progress for a Celonis web application.
  • Learned and adapted quickly to new technology and software applications.
  • Reduced service disruptions by proactively monitoring, diagnosing, and resolving incidents.
  • Collaborated with security and compliance teams on IT audits and user access reviews.

Support Specialist

Brillio Technologies Pvt. Ltd.
Bengaluru
08.2020 - 08.2022
  • Diagnosed and resolved issues with desktops, laptops, printers, and mobile devices, achieving a 90% first-call resolution rate.
  • Managed help desk operations, prioritized and escalated tickets appropriately, and ensured SLAs were consistently met.
  • Implemented and monitored security protocols, including antivirus updates and patch management, to protect against vulnerabilities, and ensure compliance with company policies.
  • Maintained an inventory of IT equipment and software licenses, ensuring accurate tracking and efficient allocation of resources.
  • Worked closely with the IT team and other departments to implement IT projects and upgrades, improving overall system functionality and user satisfaction.
  • Diagnosed issues across desktops, printers, mobile devices, and network configurations.
  • Handled software deployments via Jamf and SCCM for both Mac and Windows devices.
  • Delivered remote support to globally distributed teams via RDP and TeamViewer.
  • Ensured timely patching and antivirus updates across all user endpoints.

Education

Bachelor of Technology - Computer Science Engineering

Aditya College of Engineering
02-2020

Skills

  • Operating systems: Windows, macOS, Linux
  • ITSM tools: ServiceNow, JIRA, BMC Remedy
  • Remote support tools: AnyDesk, TeamViewer, Remote Desktop, and Bomgar
  • Directory services: Active Directory, Azure AD
  • Endpoint management: Microsoft Intune, SCCM, and Jamf
  • Cloud platforms: Microsoft Azure, Office 365 administration
  • Networking: basic TCP/IP, VPN, DNS, and DHCP troubleshooting
  • Security: patch management, antivirus tools, MFA setup

Languages

Telugu
First Language
English
Advanced (C1)
C1
Kannada
Elementary (A2)
A2

Timeline

Support Model Assistant

Anheuser-Busch InBev
08.2022 - 05.2025

Support Specialist

Brillio Technologies Pvt. Ltd.
08.2020 - 08.2022

Technical Support Specialist

Power Bridge Systems Pvt. Ltd.
02.2020 - Current

Bachelor of Technology - Computer Science Engineering

Aditya College of Engineering

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Manohar Sairam KodavaliSupport Specialist