Summary
Overview
Work History
Education
Skills
Timeline
Generic

Raju Permandla

Hyderbarad

Summary

Dynamic Sr. IT Engineer with a proven track record at BrightInsight Inc., excelling in IT support and service management. Expert in MacOS and Windows administration, driving security-centric service delivery. Renowned for collaboration and leadership, enhancing team performance and achieving 99% SLA compliance. Adept at IT procurement and vendor management, ensuring seamless operations and user satisfaction.

Overview

18
18
years of professional experience

Work History

Sr. IT Engineer

BrightInsight Inc.
01.2023 - Current
  • Provided world-class L1 and L2 IT support, ensuring seamless system operations.
  • Managed IT tickets through ITSM, resolving issues within SLAs.
  • Troubleshot hardware and software issues to minimize downtime for users.
  • Implemented security-centric IT service delivery in collaboration with security teams.
  • Coordinated IT onboarding for new hires, ensuring smooth integration.
  • Configured and maintained user accounts across various platforms and systems.
  • Managed local hardware and vendor services for streamlined procurement.
  • Supported Mac, Windows, Android, and iOS devices in a regulated environment.
  • Developed procurement policies that ensured compliance with organizational standards.
  • Collaborated closely with other departments to understand their product requirements and ensure timely fulfillment of orders.

Technical Lead, Service Desk

Vertafore Inc.
01.2021 - 01.2023
  • Led IT operations and service delivery, mentoring high-performing teams.
  • Managed IT service availability, security, and compliance.
  • Established and monitored SLA, KPI, and IT performance metrics.
  • Owned Major Incident Management Process for critical service restoration.
  • Spearheaded automation and AI-driven IT service improvements.

IT Field Technician

MTI Integration Services (Uber)
01.2018 - 01.2021
  • Led IT service management for Hyderabad and APAC locations.
  • Oversaw IT asset management, vendor coordination, and procurement.
  • Managed AV rooms, event IT support, and IT Bar walk-ins.
  • Acted as POC during COVID-19 site shutdowns, completing BCP processes.

IT Customer Support Analyst

CA Technologies
01.2014 - 01.2018
  • Led L1 team and trained ServiceDesk staff.
  • Managed Windows 10 & Office 365 suite deployments.
  • Developed account lockout diagnostic tools for global Mac users.
  • Published performance reports and improved SLA parameters.

Client Tech Support

Dell International Services India Pvt Ltd
01.2013 - 01.2014
  • Provided technical support to commercial and non-commercial customers.
  • Conducted hardware/software troubleshooting and system optimizations.

Service Support Representative

Unisys Global India Services Pvt Ltd
01.2011 - 01.2012
  • Managed IT service requests and escalations within SLA/OLA agreements.

Voice Support Officer

Knoah Solutions
01.2010 - 01.2011
  • Resolved technical issues by coordinating with IT support for efficient troubleshooting.
  • Documented client interactions and maintained records for future reference and analysis.
  • Maintained accurate records of customer interactions and service requests.
  • Developed user documentation for customer support processes.
  • Ensured that all inquiries were responded to within 24 hours.

Customer Care Representative

Aegis BPO
01.2008 - 01.2009
  • Assisted customers with inquiries through phone and email communication.
  • Resolved customer complaints by identifying issues and providing effective solutions.
  • Educated customers about product features and company services to improve satisfaction.
  • Conducted follow-up calls to ensure ongoing customer satisfaction and loyalty.

Education

B.Com -

Jaagruthi Degree College
Malkajgiri
01.2015

Skills

  • IT support and service management
  • MacOS and Windows administration
  • User account administration
  • Active Directory, Google Admin, MDM, Kandji, and JamF
  • IT procurement and vendor management
  • IT asset and inventory management
  • Vendor coordination
  • IT onboarding and offboarding
  • Technical documentation
  • Process improvement
  • Disaster recovery planning
  • Infrastructure support and office build
  • SaaS enterprise tools
  • ITSM best practices
  • Service level agreements (SLA)
  • Key performance indicators (KPI)

Timeline

Sr. IT Engineer

BrightInsight Inc.
01.2023 - Current

Technical Lead, Service Desk

Vertafore Inc.
01.2021 - 01.2023

IT Field Technician

MTI Integration Services (Uber)
01.2018 - 01.2021

IT Customer Support Analyst

CA Technologies
01.2014 - 01.2018

Client Tech Support

Dell International Services India Pvt Ltd
01.2013 - 01.2014

Service Support Representative

Unisys Global India Services Pvt Ltd
01.2011 - 01.2012

Voice Support Officer

Knoah Solutions
01.2010 - 01.2011

Customer Care Representative

Aegis BPO
01.2008 - 01.2009

B.Com -

Jaagruthi Degree College

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Raju Permandla