Summary
Overview
Work History
Education
Skills
Certification
Awards & Accomplishments
Languages
Timeline
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Pavitranjali Vanga

Pavitranjali Vanga

Hyderabad

Summary

Results-driven IT Operations Professional with six years of comprehensive experience in overseeing IT infrastructure, governance, and support operations within diverse organisational settings. Proficient in Windows and Mac environments, Microsoft products, MDM, and ITIL methodologies. Adept at optimising system performance, implementing cost-saving measures, and driving continuous improvement initiatives. Demonstrated success in leading cross-functional teams to deliver high-quality IT services and support organisational objectives. Skilled in incident and problem management, vendor coordination, and project execution. Proactive communicator and strategic thinker, committed to ensuring operational efficiency and enhancing customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

IT Manager

NextLink Group
Hyderabad
05.2024 - Current
  • Oversaw IT infrastructure operations across APAC, ensuring optimal network and system performance.
  • Managed escalated technical issues, coordinating resolutions to minimize downtime.
  • Supervised daily activities of IT support staff, assigning tasks and tracking progress for service quality.
  • Utilized IT service management tools to log incidents and ensure SLA compliance in resolutions.
  • Collaborated with stakeholders to provide updates on system performance and project status.
  • Coordinated IT projects, including infrastructure upgrades and system deployments, for timely execution.
  • Negotiated vendor contracts for hardware procurement and service agreements, optimizing costs.
  • Implemented security protocols and ensured compliance through effective endpoint protection.

IT Technical Operations Lead

Softobiz Technologies
Hyderabad
09.2022 - 04.2024
  • Resolved 95% of desktop support tickets within SLA, ensuring minimal downtime for end users.
  • Working with the asset management system resulted in a 30% reduction in equipment loss and improved inventory tracking.
  • Provided technical support to customers and employees in a fast-paced environment.
  • Worked on internal IT requests and incidents in a timely manner, with excellent customer service.
  • Handled virtual communication and collaboration tools, including Microsoft Teams and Webex, for hosting webinars, managing meetings, and ensuring seamless event execution.
  • Diagnosed and troubleshot hardware and software problems.
  • Provided resolution for complex technical issues.
  • Trained new employees on technical support processes.
  • Experience with Microsoft Windows 10 in a Windows Server domain environment.
  • Responsible for on call work.
  • Proficiency in supporting personal IT equipment, such as laptops, monitors, tablets, smartphones, and other peripherals.
  • Experience supporting users remotely (global users).
  • Assisted customers with the installation and setup of hardware and software.
  • Resolved any customer technical issues through diligent research, reproduction, and troubleshooting on Office 365 issues, SharePoint, Active Directory, desktop/laptop software, and hardware issues.
  • Working experience in PowerShell scripting.
  • Knowledge of TCP/IP and network topologies.
  • Maintaining an inventory of all end-user equipment through the Asset Management database.
  • O365 support and administration.
  • Provisioning and managing user accounts in Azure Active Directory (AAD).

Senior IT Support Engineer

Tata Consultancy Services
Hyderabad
05.2019 - 07.2022
  • Managed onboarding and offboarding processes for users, including profile creation in Active Directory.
  • Resolved technical issues related to Office 365, SharePoint, and Active Directory through thorough troubleshooting.
  • Assisted users in accessing various systems to ensure operational continuity.
  • Contributed to documentation of incidents, internal processes, and training materials for staff.
  • Engaged service desk resources for complex incidents beyond individual scope of responsibility.
  • Cultivated strong customer relationships by delivering positive support experiences and timely issue resolution.
  • Served as primary contact for customers, ensuring comprehensive attention to their needs.
  • Collaborated with support staff to guarantee complete resolution of customer requests.

Education

Master of Computer Applications - Information And Communication Technology

Osmania University
Hyderabad, India
10-2023

Bachelor of Computer Applications - Information and Communication Technology

Kakatiya University
12.2019

12th - Mathematics

Nalanda Junior College
12.2016

10th - English

Singareni Collieries High School
12.2014

Skills

  • IT infrastructure management
  • IT asset management
  • Incident handling and troubleshooting
  • Security monitoring and compliance
  • Documentation and process standardization
  • End-user training and support
  • Performance analysis and reporting
  • Cross-functional collaboration
  • Budget optimization and resource allocation
  • ITIL framework expertise
  • Mobile device management (MDM)
  • IT service delivery management
  • Active Directory management
  • O365 administration
  • Problem solving
  • Team leadership
  • Incident response
  • Network troubleshooting
  • IT project management
  • IT service management

Certification

  • PMP
  • ITIL
  • Comptia A+
  • M365 administration

Awards & Accomplishments

  • Received Service commitment Award for dedication towards work.
  • Received On the Spot Award for accomplishing tasks as a Shift Lead in TCS.
  • Received Client Appreciation and 2 Star of the month awards for Delivery excellence.
  • Received Applause award for providing excellent feature process improvement presentation.
  • Received Best team player award from Softobiz technologies.
  • Got promoted within one year of joining and awarded with Cash bonus.
  • Received recognition for delivering exceptional customer service and achieving high customer satisfaction ratings from client in Softobiz technologies.

Languages

English

Timeline

IT Manager

NextLink Group
05.2024 - Current

IT Technical Operations Lead

Softobiz Technologies
09.2022 - 04.2024

Senior IT Support Engineer

Tata Consultancy Services
05.2019 - 07.2022

Master of Computer Applications - Information And Communication Technology

Osmania University

Bachelor of Computer Applications - Information and Communication Technology

Kakatiya University

12th - Mathematics

Nalanda Junior College

10th - English

Singareni Collieries High School

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