Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Additional Information
Timeline
Generic

PENTA KOTA ABHISHEK RAO

Bengaluru

Summary

Technical Support Engineer with 4+ years of experience supporting enterprise-scale IT environments in SLA-driven and high-availability setups. Skilled in incident lifecycle management, infrastructure operations, and cross-functional coordination. Strong exposure to networking fundamentals (LAN/WAN, TCP/IP, DNS/DHCP) and enterprise tools. Proven ability to reduce downtime, improve service efficiency, and maintain operational excellence in regulated environments.

Overview

4
4
years of professional experience

Work History

Technical Support Engineer

Hewlett Packard (HP)
Bengaluru
02.2022 - 02.2026
  • Managed end-to-end incident lifecycle across enterprise systems, ensuring 95%+ SLA adherence
  • Handled 30-35+ incidents weekly, ensuring swift resolution in production environment
  • Reduced mean time to resolution (MTTR) by ~20%, improving service delivery performance
  • Led initial triage and coordination for major incidents, minimizing downtime impact
  • Collaborated with network, server, application teams to resolve complex infrastructure issues, enhancing system reliability
  • Troubleshot DNS/DHCP, Active Directory, and connectivity issues, improving system stability
  • Supported LAN/WAN-related issue resolution in coordination with network teams
  • Participated in patching, system upgrades, and maintenance activities, ensuring minimal disruption
  • Monitored system performance and identified recurring issues for problem management
  • Ensured proper documentation for compliance, audits, and knowledge management
  • Acted as escalation point for critical issues, coordinating cross-team resolution to minimize service disruption
  • Achieved 85-90% First Contact Resolution (FCR) improving user experience
  • Reduced incident backlog by ~15% through effective queue prioritization
  • Improved SLA compliance and reduced escalations through proactive monitoring
  • Recognized with Prime Player, Hi-Flyer, Stack Topper awards
  • Contributed to operational improvements and internal tool testing initiatives
  • Provided technical support for HP hardware and software products.
  • Diagnosed and resolved customer issues through various communication channels.
  • Collaborated with engineering teams to troubleshoot complex problems.

Education

Bachelor of Computer Applications -

Dayananda Sagar University
Bengaluru

Skills

  • TECHNICAL SKILLS

    Infrastructure & Systems
    Windows 10/11, Windows Server 2016/2019
    Active Directory (User provisioning, access control)
    Azure AD (basic)

    Networking & Connectivity
    TCP/IP, DNS, DHCP, HTTP/HTTPS
    LAN/WAN troubleshooting
    VPN & IP-based connectivity fundamentals

    IT Service Management
    Incident, Problem, Change Management
    SLA Monitoring & Governance
    ITIL Framework

    Tools & Technologies
    ServiceNow / Ticketing tools
    Remote support tools
    Microsoft 365
    Basic PowerShell scripting

Dynamic 365 CRM
Customer workspace Omnichannel

⸻

Websites

Accomplishments

  • Achieved 85-90% First Contact Resolution (FCR) improving user experience
  • Reduced incident backlog by ~15% through effective queue prioritization
  • Improved SLA compliance and reduced escalations through proactive monitoring
  • Recognized with Prime Player, Hi-Flyer, Stack Topper awards
  • Contributed to operational improvements and internal tool testing initiatives

Additional Information

Experience in enterprise and regulated environments, Strong stakeholder communication & coordination skills, Ability to manage multiple priorities across global teams, Comfortable in 24/7 production environments

Timeline

Technical Support Engineer

Hewlett Packard (HP)
02.2022 - 02.2026

Bachelor of Computer Applications -

Dayananda Sagar University
PENTA KOTA ABHISHEK RAO