NAGA SUDHA KRISHNA

Provided technical support via phone, chat, and remote tools, efficiently resolving OS, login credentials, VPN, printer, and AV system issues with minimal escalation.

• Performed system imaging, re-imaging, and deployment of standard workstation hardware/software packages for new hires and internal transitions, ensuring consistency across user environments.
• Backup scheduling and checking.Installed, configured, and tested desktops, laptops, peripherals, and operating systems (Windows, macOS, Linux), ensuring smooth deployment for both onsite and remote users.
• Coordinated shipment and tracking of IT assets (laptops, monitors, AV devices) to remote employees across regions, facilitating seamless onboarding and continuous operations.
• Supported AV setup, configuration, and troubleshooting during live events, meetings, and hybrid setups, ensuring uninterrupted technical performance.
• Maintained Active Directory by assigning users and computers to appropriate groups, enhancing user access control and streamlining identity workflows.
• Managed IT inventory lifecycle, including tracking, updating, and reconciling hardware, software licenses, and digital assets using asset management tools like Stuff Portal.
• Collaborated with service desk, incident, and change management teams to document incidents, escalate critical issues, and ensure compliance with ITIL practices.
• Conducted daily oversight of the production system to maintain operational efficiency.
• Installation & upgrade of SAP Kernel.
• Managed SAP license allocations to support user access and compliance.
• SAP note implementation.
• Managed server operations by starting and stopping systems at month-end.
• HANA Start and stop and also taking the backups.

• Implemented timely patching and deployed the latest OS builds on all workstations and laptops, maintaining system integrity and security.
• Coordinated with server and network teams to diagnose and resolve application and system performance bottlenecks, improving overall system reliability.
• Delivered remote technical support to users via VPN, effectively troubleshooting and resolving connectivity and desktop-related issues to enhance user experience.
• Administered domain user accounts within Active Directory, including creation, modification, and resolution of lockout incidents.
• Installed, configured, and maintained supported software tools and applications to meet user and business requirements.
• Performed network printer troubleshooting, installation, and configuration, ensuring consistent availability.
• Developed and facilitated new hire orientation and onboarding processes for all site personnel, streamlining integration into IT systems.
• Facilitated daily stand-up meetings to provide and gather updates, ensuring accurate communication and productive discussions within the IT team.

• Executed SCCM client installations on desktops, facilitating transition to centralized SCCM server management for automated Windows patching and Mac OS AV updates.
• Deployed standardized operating system images to laptops and desktops using Microsoft Deployment Toolkit (MDT) and standalone imaging methods.
• Demonstrated proficiency in operating and supporting Windows operating systems (mention specific versions like 10, 11 if applicable).
• Tracked and managed IT support requests using ServiceNow and Remedy ticketing systems, ensuring timely resolution and prioritization to meet or exceed Service Level Agreements (SLAs).
• Generated and submitted asset reports to clients, accurately tracking asset locations and enhancing inventory control across daily, weekly, and monthly intervals.

• Delivered remote technical support to branch offices using RDP, TeamViewer, and Skype for Business/Teams, ensuring seamless operations.
• Troubleshot and resolved Microsoft Outlook-related issues, including configuration, connectivity, and performance problems.
• Resolved user account lockout incidents, restoring access promptly and minimizing downtime.
• Diagnosed and resolved critical system errors, including Blue Screen of Death (BSOD) and other operating system-related issues.
• Administered user-level permissions and access rights through the implementation and management of Group Policies (GPO).
• Maintained firewalls across network environment, enhancing system security and integrity.