Rakesh Chenikala
Hyderabad
Summary
Dynamic Technical Support Engineer with proven expertise at GSPANN Technologies, excelling in Microsoft 365 administration and complex problem-solving. Adept at resolving critical issues in Windows and macOS environments while delivering exceptional customer service. Recognized for consistently meeting SLAs and enhancing user satisfaction through effective communication and technical acumen.
Overview
1
1
year of professional experience
Work History
Technical Support Engineer - International Voice Process
GSPANN Technologies
Hyderabad
05.2024 - 08.2025
- Provided technical support to international customers through inbound and outbound voice calls.
- Applied strong analytical and problem-solving skills to diagnose and resolve technical issues.
- Met defined SLAs for response and resolution while maintaining accurate ticket documentation.
- Troubleshot Windows 10/11, login issues, Outlook/email problems, VPN connectivity, and network-related incidents.
- Resolved printer issues including driver installation, spooler troubleshooting, and network printer configuration.
- Managed Active Directory tasks: password reset, account unlock, user creation, and domain join.
- Administered Microsoft 365 (Exchange Online, Teams, license management).
- Supported DNS, DHCP, TCP/IP, LAN/WAN, VPN, and RDP connectivity issues.
- Used ticketing tools (Freshworks, ManageEngine, Zoho) for incident tracking and escalation.
- Maintained professional customer communication, call etiquette, and quality standards.
- Handled printer-related issues including driver installation, print spooler troubleshooting, network printer configuration, queue management, and test page validation.
- Supported Operating Systems including Windows 10 and macOS.
Education
Bachelor of Technology - IT
V R Siddhartha Engineering College
01.2022
Skills
- ppMicrosoft 365
- Exchange Online
- Teams
- Outlook
- Active Directory
- User Management
- Password Reset
- Account Unlock
- DNS
- DHCP
- TCP/IP
- VPN
- LAN/WAN
- Printer Support
- Hardware Troubleshooting
- Freshworks
- ManageEngine
- Zoho
- Remote Support Tools
- Voice Support Handling
- Windows OS support
- Azure AD
- MAC OS Support
Websites
Accomplishments
- ApEx (Appreciation of Excellence) Award
- Pat on the Back Award
Languages
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Telugu
Native
Native
Timeline
Technical Support Engineer - International Voice Process
GSPANN Technologies
05.2024 - 08.2025
Bachelor of Technology - IT
V R Siddhartha Engineering College