Summary
Overview
Work History
Education
Skills
Languages
Websites
Permanent Address
Timeline
SalesAssociate
Palle Naveen Kumar Reddy

Palle Naveen Kumar Reddy

Sr. System Engineer
Hyderabad,TG

Summary

Experienced IT Help Desk professional with hands-on L1 and L1.5 support experience.
Skilled in troubleshooting Windows, Outlook, VPN, Active Directory, and end-user issues using remote tools.
Currently seeking an opportunity to grow into an L2 or SME-level role to apply and expand technical expertise.

Overview

6
6
years of professional experience

Work History

Sr. System Engineer

Cognizant Technologies
Hyderabad
10.2023 - 07.2025
  • Acted as the first point of contact for end-user technical issues via phone, email, chat, and remote tools, delivering prompt and professional support to global users.
  • Provided Tier 1 & 1.5 support for Windows, Office 365, VPN, printer, network, and application-related issues, achieving consistent First Call Resolution (FCR) and exceeding SLA targets.
  • Performed Active Directory user account management, including password resets, account unlocks, security group membership updates, and profile recreation.
  • Troubleshoot Outlook/Exchange/O365 issues, including mailbox access, shared folders, distribution lists, calendar sync, and profile corruption.
  • Supported VPN tools (AnyConnect, FortiClient, GlobalProtect), resolving basic and intermediate connectivity issues, certificate errors, and MFA enrollment.
  • Resolved hardware/software issues for desktops, laptops, peripherals (printers, scanners, webcams), and performed remote support using tools likeTeamViewer, AnyDesk, Screen meet, MS teams.
  • Collaborated closely with L2/L3 teams for escalations, sharing detailed documentation and assisting in Root Cause Analysis (RCA) for repeated issues.
  • Regularly utilized internal Knowledge Base (KB) articles to deliver accurate, policy-compliant support; actively contributed by identifying gaps and suggesting or drafting KB updates.
  • Performed basic OS troubleshooting, application installation/configuration, and remote patching or updates via SCCM and Intune (L1.5-level responsibilities).
  • Participated in daily handovers, bridge calls, and P1/P2 incident tracking, acting as an informal shift lead or off-paper SME guiding peers in technical escalations and queue management.
  • Monitored and triaged incident queues, enforced SLA adherence, and coached L1 team members on standard procedures and KB usage to improve service quality.
  • Proactively flagged repeated technical issues for problem management analysis and helped maintain ticket hygiene across the shift.
  • Maintained high levels of customer satisfaction (CSAT) through clear communication, empathy, and timely follow-ups, even under pressure.
  • Familiar with ITIL practices (Incident, Request, Escalation Management), using tools such as ServiceNow, Salesforce for end-to-end ticket lifecycle handling.

Sr. Associate Technical Support

Tech Mahindra
HYDERABAD
01.2021 - 10.2023
  • Speaking with customers to clarify fault and to provide assurance and empathy Served as first point of contact for incoming technical service calls and emails.
  • Resolving of support tickets following major system malfunction.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Used remote login tools to assist clients with technical and product questions.
  • Maintained up-to-date case documentation for future reference.
  • Manage day-day operations SLA
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Responsible to document customer transactions accurately in the appropriate systems
  • Coordinate with the co-workers, lead persons and other departments as appropriately
  • Identified needs of customers promptly and efficiently.
  • Working on Internet Technology and Networking like LAN, WAN, Networking equipment, Switches, Servers, DHCP & DNS, TCP/IP, LAN, Routers, Firewall, VPN, VLAN and ticketing tools.
  • Providing support on OS Environments: Windows7, Windows 10 & Office Package: MS office-2010,2014,2016.

Tr. Team Lead

The Corinthians Resorts and Club
Pune
01.2017 - 04.2018
  • Led team in delivering exceptional guest services at luxury resort and club.
  • Coordinated daily operations to ensure smooth workflow and efficiency.
  • Trained new staff on resort policies and customer service standards.
  • Monitored team performance and provided constructive feedback regularly.
  • Implemented staff scheduling to optimize resource allocation and coverage.
  • Resolved guest concerns promptly to enhance overall satisfaction levels.
  • Collaborated with management on improving service quality and operational processes.
  • Facilitated team meetings to discuss goals, updates, and operational challenges.
  • Trained new staff in relevant processes and procedures.

Education

Bachelor of Hotel Management - Hospitality

Osmania University
HYDERABAD
05.2016

High School Diploma -

NRI Jr College
Guntur
05.2013

SSC -

Keshava Reddy Residential School
Panyam
05.2011

Skills

  • Helpdesk operations
  • Virtualization technologies
  • Technical support
  • Ticketing tools
  • Remote support
  • Application support
  • BYOD policy compliance
  • Microsoft Intune
  • Multi-factor authentication
  • Hardware diagnostics
  • Remote Desktop
  • Network troubleshooting
  • System upgrades
  • Remote assistance
  • Incident management
  • Device configuration
  • Active Directory
  • Windows OS support
  • Technical documentation
  • Team collaboration
  • IT documentation
  • SLA management

Languages

Telugu
First Language
English
Advanced
C1
Hindi
Upper Intermediate
B2
Telugu
Proficient
C2

Permanent Address

  • 15-7-86, Spinning Mill Colony, Panyam, Nandyal, Andhra Pradesh, 518112.

Timeline

Sr. System Engineer

Cognizant Technologies
10.2023 - 07.2025

Sr. Associate Technical Support

Tech Mahindra
01.2021 - 10.2023

Tr. Team Lead

The Corinthians Resorts and Club
01.2017 - 04.2018

Bachelor of Hotel Management - Hospitality

Osmania University

High School Diploma -

NRI Jr College

SSC -

Keshava Reddy Residential School

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Palle Naveen Kumar ReddySr. System Engineer