Padiloju Ramakrishna
Hyderabad
Summary
Aspiring to secure a challenging position in the IT infrastructure domain as a Team Lead, where I can leverage my extensive experience in technical support, cloud services, and telecom operations. My goal is to contribute to organizational success by leading innovative projects, optimizing processes, and continuously enhancing my expertise in cutting-edge technologies like Microsoft Azure.
Dedicated and proactive Technical Support Engineer with over 6 years of experience in managing, supporting, and troubleshooting IT infrastructure and cloud environments. Proven expertise in Microsoft Azure, CRM systems, and technical operations within the telecom industry. Seeking a leadership role to further develop skills and contribute to organizational success through innovative solutions and continuous improvement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Engineer II & CRM Admin
Tanla Platforms Limited
2021.03 - Current
- - Lead the technical support team, managing projects like DLT & TRUBLOQ. - Key liaison for international clients (DU and Etisalat), ensuring high-quality service and zero escalations. - Coordinated with cross-functional teams to streamline operations and onboard clients. - Monitored and maintained systems using tools like Grafana and RabbitMQ. - Provided 24/7 phone and email support to domestic and global clients, managing incidents and requests via Fresh Service, Fresh Desk, and Microsoft Dynamics. - Experience in creating and managing Compute, Networking, and Storage resources on Microsoft Azure. - Managed Azure VMs, including resizing, monitoring health, and troubleshooting issues. - Configured automation accounts for tasks like starting and stopping VMs and scheduling scripts. - Used TCO Calculator for cost analysis of on-premises vs
- Azure environments. - Implemented Availability Sets, Auto Scaling, and Load Balancers as per project requirements.
Technical Support Engineer
Eureka IT Solutions
2017.12 - 2021.03
- - Managed and resolved user tickets using MS CRM Dynamics 365 and Fresh Desk. - Conducted remote troubleshooting and guided users through step-by-step instructions. - Customized desktop applications and created technical documentation and SOPs. - Provided feedback on customer needs and potential product improvements.
Education
Bachelor of Technology (B.Tech) in Electronics and Communication Engineering -
JNTU Hyderabad
01.2011
Skills
- Cloud Services: Microsoft Azure (VMs, Load Balancer, Auto Scaling, Azure Monitor, Log Analytics)
- Tools: ServiceNow, MS Dynamics 365, Fresh Service, Fresh Desk, SMSC Testing Tool
- Operating Systems: Windows, Linux
- Automation: Automation Accounts in Azure (Start/Stop VMs, Scheduling Scripts)
Certification
- MySQL Certified
- ITIL Foundation Training
- Azure Fundamentals
- (suggested addition to boost Azure expertise)
Languages
English (Fluent)
Telugu (Fluent)
Hindi (Fluent)
Projectsandachievements
- Played a pivotal role in the successful management and monitoring of the VIL-Firewall and Trubloq ticketing system.
- Streamlined processes and created SOPs, enhancing team efficiency and service quality.
- Managed complex cloud environments, ensuring optimal performance and cost-efficiency.
- Achieved zero escalations on shifts, ensuring high client satisfaction and retention.
Personal Information
- Date of Birth: 05/08/1990
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the above information is true to the best of my knowledge.
Timeline
Technical Support Engineer II & CRM Admin
Tanla Platforms Limited
2021.03 - Current
Technical Support Engineer
Eureka IT Solutions
2017.12 - 2021.03
Bachelor of Technology (B.Tech) in Electronics and Communication Engineering -
JNTU Hyderabad
- MySQL Certified
- ITIL Foundation Training
- Azure Fundamentals
- (suggested addition to boost Azure expertise)
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