Hi, I’m
Munipally Prasad
Desktop Support Engineer,Servicedesk Support Engineer And IT Technical Support
Secunderabad
Summary
Looking Forward for a Challenging and Significant Career, to Work in Professional Environment Where I can enrich my Skills and Work towards the Organizational goals.
Overview
1
Language
2
Certifications
16
years of professional experience
Work History
Astreya Consultancy India Private Limited - Hyderabad
Service Desk Specialist III
05.2021 - 04.2026
Job overview
- My daily tasks involve grabbing the tickets, triaging them, and sending them to the next level for further processing.
- I've worked on different process queues like EMT, Noogley, and EMT exit, cellular Zero Usage Audit US.
- We will use the SAP application, Gallop, V3 apps to check the status of orders.
- Working on Incident Management Guts ticketing tool.
- We will do ageing/pending tickets.
- We will extend due date for return of assets of employees in Gallop.
- Injecting tickets from Bronco Datastudio and checking the asset stocks.
- We will fulfill the Equipment return, Asset re-assignment, GTLM, Asset correction, Order tickets.
- We will check all the necessary approvals from the respective managers/Directors for Asset fulfillment as user requests for the new devices or breakfix requests.
- Served as the first point of contact for network and IT infrastructure support for Google employees, vendors, and interns.
- Maintained IT asset management records, conducted device reassignments, and ensured adherence to deployment.
- Developed and updated knowledge base articles and documentation to support internal processes, improve service.
- Role: CSD (Centralized service desk)
- Client: Google
Yash Technologies (Hyderabad)
Sr. IT System Engineer
05.2015 - 03.2021
Job overview
- Providing first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.
- Assigning the tickets to the engineers.
- Configuring applications on user’s mobile devices, Configuring WIFI and mail box on mobile devices.
- Providing support and advice on Applications and other IT related issues including hardware and software.
- Coordinating with various teams like Wintel, Exchange, and VM Ware etc.
- Working with IT Support team and other IT teams across PAN INDIA locations.
- Work with the IT Service Manager, to help understand and identify the learning needs of the individuals.
- Monitoring the Ticket SLA’s of each engineer and escalate to IRM if requires.
- Configuring MS outlook.
- Coordinating with various vendor’s for related to IT Assets.
- Assigning laptops and desktops to new joiners.
- Handling Escalations from the users.
- Handling WIFI related Issues.
- Resolving Microsoft communicator, Live Meetings, audio Conference related issues.
- Monitoring the queues and follow up for the status of the tickets assigned to engineers.
- Configuring the Printers and maintaining.
- Troubleshooting client related VPN connectivity Issue.
- Experience on NOC support.
- Monitoring all client infrastructure and devices like servers, router and switches etc.
- Worked on different tools like SCOM, SERVICE-NOW, SOLAR WINDS ETC.
- Worked on Global service desktop support engineer.
- Providing access to user for different applications.
- Remote assistance through SCCM tool.
- Role: IT Service desk
Tata Consultancy Services (Hyderabad)
Process Associate
03.2011 - 02.2014
Job overview
- Administration and management of windows workstations.
- Responsibilities include analysis, installation, maintenance and modification computing system.
- Creating / updated / deploying the systems Images for All Models of Laptops and Desktops using the Symantec Ghost.
- Attending the calls at users work locations / over the phone / TCS portal Ticketing Tool by taking control of remote laptop/desktop systems and closing the issues within the SLA.
- Responsible for providing help, support and assistance in initial installation of the system, setup and maintenance of the user account, etc.
- Scannersand Network printers installation, configuration and troubleshooting etc.
- Configuration and troubleshooting on Lotus Notes and Outlook mails.
- Installing TCS SOE, drivers/patches, Antivirus updates and patches, applications on CR basis like SQL server2005, Oracle 9i client.
- Visual studio (2005,2008), Plsql dev MS Office 2003,2007 all other applications and software’s.
- Role: System Engineer
BYZAN Systems Pvt.Ltd. (Mumbai)
Desktop Engineer
05.2010 - 09.2010
Job overview
- Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.
- End to End Migration of all CITI build desktop & servers to TCSe builds desktop & servers.
- Experience in configuring, troubleshooting Operating Systems (Windows Server 2003, 2008, XP, 7, Vista).
- Maintaining all desktop’s, Laptop’s hardware and software related issues and all voice related issues.
- Installed and updated software and hardware and new workstation installs.
- Project: TCS eServe Ltd. (Hyderabad)
Education
Osmania UniversityHyderabad
Bachelor of commerce (B.com)
01-2004
Skills
Familiarity with Windows2003, 2012servers and Windows7, windows 10 operating Systems at the user level, including user and application installation
Creating, Configuring, Managing and troubleshooting user accounts and groups Managing and Troubleshooting user profiles
Familiarity with Microsoft Office, printing, and Windows networking
Familiarity with installation, configuration, management of VPN, Lotus Notes, outlook mailbox and other applications
Monitoring the client infrastructure and creating tickets as per the priority
Familiarity with compatible hardware Advanced ability building and configuring machines, System Hardware troubleshooting
Basic level of Network support, which includes end user system connectivity and testing between workstations and Switches in the network communication room & Understanding of networking fundamentals
Certification
Microsoft Certified Professional- (MCP)
Technical Qualification:
- SWIFT INDIA COURSE (Ms-Office2000) from NIIT Abids Centre, Hyderabad.
- Diploma in Electronic Hardware Engineering (DEHE) from SISI-CMTES Secunderabad.
- MCSE & NETWORKING COURSE from ZOOM TECHNOLOGIES Secunderabad.
- Successfully completed SQLSERVER ,C# AND ASP.NET certification course from NARESH IT- HYDERABAD
- MSBI COURSE COMPLETED FROM PEERS TECHNOLOGY – HYDERABAD
- AWS Solution Architect Associate Course Completed.
Timeline
Service Desk Specialist III
Astreya Consultancy India Private Limited - Hyderabad
05.2021 - 04.2026
Sr. IT System Engineer
Yash Technologies (Hyderabad)
05.2015 - 03.2021
Process Associate
Tata Consultancy Services (Hyderabad)
03.2011 - 02.2014
Desktop Engineer
BYZAN Systems Pvt.Ltd. (Mumbai)
05.2010 - 09.2010
Osmania University
Bachelor of commerce (B.com)