Puvvala Karthik

OSI Digital

Hyderabad, Telangana

02.2020 - Current

Handling incoming calls from users.
Actively listened to customers' requests, confirming full understanding before addressing concerns.
Maintained excellent attendance record, consistently arriving to work on time.
Maintained energy and enthusiasm in fast-paced environment.
Demonstrated respect, friendliness and willingness to help wherever needed.
Worked with customers to understand needs and provide excellent service.
Participated in team-building activities to enhance working relationships.
Identified issues, analyzed information and provided solutions to problems.
Learned new skills and applied to daily tasks to improve efficiency and productivity.
Used Microsoft Word and other software tools to create documents and other communications.
Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
Maintain security of client computers and data by ensuring operating system updates and virus protection are installed as well as finding and eliminating malicious applications.
Participated in effective communication of IT Help Desk by handling requests, tracking work tickets, maintaining equipment inventories.

Projects Handled
PAT-NOC Analyst

Handled calls and resolved issues for users.
Understood company environment and monitoring tool (OCC).
Monitoring OCC portal.
User management in OCC portal.
Assigning incidents and service requests to respective teams.
Monitoring Zabbix, working on host creations, templates and monitoring host status.
Monitoring MDM jobs, Alien Vault alerts and ASR replication status.
Involved in all Sev 1 issues and worked with respective teams to resolve issue.

Oasis-Infrastructure Managed services

Working as Offshore help desk support Engineer for Oasis, Key health & Medport domains.
Owned IT requests and worked on issues reported by users to resolve their issues.
Working on ADDS and ADUC console on Server Manager.
Password reset requests.
User On-boarding and Off-boarding as per SOP.
Troubleshooting issues on Remote Workspace environment.
Working on Forticlient VPN.
Working on Office 365 exchange servers and performed tasks such as user management, Mail delegation.
Enabling MFA for users.
Assigning and removing license.
Adding and removing DLs.
Updating user machine to latest available versions to avoid technical issues.
Maintaining security of user computers and information by ensuring virus protection and removing malicious files.
Troubleshooting applications such as : Interaction Desktop, ADP, Keymeds & LMS, Cashtrax, MS Teams, Ring Central, Outlook and Adobe etc...
Providing access (read/ modify, exit ) permission to SharePoint.
Blocking and whitelisting emails.
Providing required information to client such as PID.
Phone system management, Ring-central & IC (Interaction Client)
Troubleshooting issues on WVD( Windows Virtual Desktop ).
Installing new WVD remote desktop software to customers and connecting VM in Azure by using workspace link.
Creating tickets on behalf of customers with external vendors and posting timely updates on requests.
Handling tickets meticulously and making sure to provide best service to customer.

BDA-Infrastructure support USA

Pinnacle Treatment Center support

Cryoport Systems

Working as Offshore help desk support Engineer for Cryoport domain.
Working on ADDS and ADUC console on Server Manager.
Password reset requests.
User On-boarding and Off-boarding as per SOP.
Working on Forticlient VPN.
Working on Office 365 exchange servers and performed tasks such as user management, Mail delegation.
Adding and removing DLs.

Summary