Rakesh Kakkerla

• Resolved complex technical issues with customers, including hardware and software problems.
• Take ownership of customer technical issues, employing collaborative approaches, troubleshooting best practices, and fostering transparency within and across teams to resolve issues effectively.
• Monitored computer systems performance and took corrective action as necessary.
• Provided technical support for customers over the phone and via email.
• Assumed remote control over customers' computers when necessary to resolve problems.
• Performed troubleshooting of network connections, printers and other IT related issues.

● Worked on incidents, based on SLA & XLA.
● Planning and resolving the issues within specified down time.
● Installation and troubleshooting of application software hosted on Windows platform.
● User Administration in Active Directory, Such as user id creation.
● Installation and troubleshooting of Citrix VDI , VPN .
● Coordinating with L2 and L3 teams for High severity issues.
● Enabling EVT for External domain validation mails.
● Maintaining and updated version DLP software for data loss protection.
● Good Experience in Configuring troubleshooting of Ms outlook 2007/2010/2013/2016.
● Installation and troubleshooting of SCCM, patching, polling and DLP related issues.
● Reimaging of the workstation which and back from production and New Laptops.
● Performing UAT as per project requirements.
● Call Logging with vendors like Hp, Dell, and Lenovo for Hardware Cases and follow up till closure.
● Addressing issues by taking remote through LMI Rescue .