Murmade Prashanth
Hyderabad
Summary
Experienced Technical Support Engineer of 6.2 years with a robust background in IT support and incident management. Demonstrated expertise in troubleshooting desktops, laptops, and hardware issues, with proficiency in Active Directory, Azure administration, and Microsoft Exchange. Proven track record of providing exceptional customer relationship management and remote desktop support. Adept at managing Windows infrastructure services and user access management. Strong communication skills and a dependable team player committed to delivering high-quality technical support. Career goal To leverage extensive technical skills to drive efficient IT solutions and enhance user satisfaction within a dynamic organisation.
Overview
2023
2023
years of professional experience
Work History
Technical Support Engineer
Berkadia India PVT ltd
- Provide mailbox delegation access and shared mailbox creations from the power shell.
- Working on AVD (Azure virtual desktops).
- Expertly create office 365 DL and provide access to the end users.
- One drive and share point access and issues.
- Microsoft exchange to message traces and to give access.
- Provide IT support for end-user IT issues like outlook issues, Application issues, MFA, access related issues. ETC.
- Strong experience with DELL, HP, and Lenovo Hardware issues troubleshooting and logging cases with vendors.
- Installing and configuring Operating Systems.
- Manage Windows infrastructure services- Active Directory.
- Provide email forwarding access in Handling Incident tickets and service request tickets.
- Creating User accounts in AD and adding security groups.
- Adding/Removing users to security groups/distribution list in Azure Active Directory and AD as per requirement.
- Adding Users to Azure devops projects wherever required.
- Disabling User accounts whenever required.
- Providing access to multiple applications as per the requirement.
- Remote assistance to users wherever required.
- Configuring work profiles in android and Apple mobiles.
Service Desk – Technical Support Associate
Genpact India Ltd.
2020.09 - 2023.01
- Act as a single point of contact via phone calls, chats, and web forms from end users regarding IT issues and queries.
- Incident logging, categorization, prioritization, assignment, co-ordination, and communication until resolution for low priority incidents affecting a single user (P3 P4).
- Incident communication and notification for high priority incidents (P1 P2).
- Coordination with application and infrastructure support teams.
- 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Mobiles, Desktops, Laptops, Routers and Printers.
- Escalate unresolved tickets to Level 2 resolver groups.
- Have supported my team as an acting SME.
- Citrix virtual desktops and applications.
- Adding and removing users from the Group as per the service request.
- Assign the Okta permission for the On-boarding user.
- Unlocking the user accounts and Password reset.
- Supporting on boarding users in the Enrolments.
Desktop support engineer
IDC Technologies
2017.05 - 2018.11
- Laptop Management & configuration.
- Logging case through the Dell tech connect portal for the Faulty asset.
- Operating system installation.
- Imagining the Laptops & desktops through LAN and bootable pen drive.
- Installing and uninstalling the application.
- End user support - Hardware /software.
- Logging case through the Dell tech connect portal for the Faulty asset.
- VPN client installation.
- Office 365 installation.
- Outlook configuration.
- ZScaler Application installation.
- Execution of single user / multiple service request.
Education
B.Tech - electronics and communications
Joginapally B.R Engineering College
06.2015
Diploma - electronics
Ses&Sn murthy polytechnic college
05.2012
SCHOOLING (SSC) -
Nehru convent high school
05.2009
Skills
- Troubleshooting desktops and laptops
- Excellent communication skills
- Quick learner
- Flexible team player
- Dependable and trustworthy
- Customer relationship management
- Technical support
- Incident management
- Operating systems
- Remote desktop support
- Active Directory
- Azure administration
- Troubleshooting hardware
- Microsoft Exchange
Accomplishments
- Flexible team player
- Dependable and trustworthy
- Have received RNR (reward and recognition) for 2 quarters for my efforts towards achieving the goals.
- Have been awarded performer of the year 2021 and performer of 2nd quarter for the year 2021.
Personal Information
Date of birth: 1993-12-29
Custom Section
B.Tech in electronics and communications
Timeline
Service Desk – Technical Support Associate
Genpact India Ltd.
2020.09 - 2023.01
Desktop support engineer
IDC Technologies
2017.05 - 2018.11
B.Tech - electronics and communications
Joginapally B.R Engineering College
Diploma - electronics
Ses&Sn murthy polytechnic college
SCHOOLING (SSC) -
Nehru convent high school
Technical Support Engineer
Berkadia India PVT ltd