Summary
Overview
Work History
Education
Skills
Languages
Timeline
Key Qualifications
Generic
SAI HEMANTH LAKKIMSETTI

SAI HEMANTH LAKKIMSETTI

Engineer
Hyderabad,Telangana

Summary

Motivated and experienced Helpdesk Level 2 professional with 4.5 years of expertise in providing advanced technical support and troubleshooting for end-users. Proven track record of efficiently resolving complex IT issues, ensuring optimal system performance, and delivering exceptional customer service. Seeking a challenging role in a dynamic organization where my skills can contribute to the success of the IT support team.

Overview

5
5
years of professional experience

Work History

Engineer

HTC GLOBAL SERVICES
Hyderabad
02.2022 - 06.2023
  • Service desk professional handling self-service queue providing first level of assistance for the customers.
  • Handling different queues which include (Chat, Email)
    Handling AD account lockouts, Password resets, basic software installation requests etc.
  • This position supports both local and remote end users by troubleshooting/researching daily issues.
  • Worked on Mobility issues related to the client software.
    Ensure all the targets are met. (VOC, SDR, FCR) Install, upgrade, support and troubleshoot Windows XP, Windows 7, windows 8, 8.1.
  • windows 10
  • Installing, configuring & administrating File servers in windows server 2003,2008.
    R2, 2012, 2012 R2, 2016.
  • Maintaining ADS for user accounts (Creation, Deletion, Permissions).
  • Maintaining Network Printer Sharing and File Sharing for the Selected Users.
  • Provide administrative rights to users for proper levels of approvals.
  • Configuring new systems, applying patches, implementing software updating and handling desktop systems configuration and support.
  • Provided 24x7 batch processing support.
  • Ensuring all the cases are closed in a timely manner.
    Ability to multitask and work well in a fast paced, team-oriented environment.
  • Troubleshoot client incidents escalated from Tier 1 and 2 support.
  • Maintain IT documentation and/or create documentation to be added to our knowledge base.
  • Experience troubleshooting and setting up both Windows, Mac, Microsoft Office
  • Troubleshoot batch failures to determine cause (review using Putty) and correct/escalate.

Associate Engineer

SOFTWARE OPTIONS (INDIA) PVT LTD
Bangalore
10.2018 - 01.2022
  • Service desk professional handling self-service queue providing first level of asPerform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team.
  • Provides analysis of problems while working toward solutions to technical issues.
  • Resolved Technical problems, improved operations and provided exceptional client support.
  • End to End Project delivery
  • Provide L1 support for servers and Network Administrator. Performed as first level of escalation for any issues.
  • Organizing conference calls for bigger issues between different L2 and L3 teams.
  • Escalates performance issues, unresolvable incidents, and service interruptions to Service-now technical support.
  • Creates and updates incident records in Service-now’s tracking system.
  • Knowledge of ServiceNow applications for Incident, Change, Problem, CMS, Facilities, Knowledge, CMDB and reports / metrics, as well as Performance Analytics
    Updates & maintains a comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade is completed.
  • Understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Service Catalog, Knowledge Management, and Service Portal modules.
  • Experience in creating Update Sets to migrate groups of customizations from one instance to another instance.
    Provided 24x7 batch processing support.
  • Troubleshoot batch failures to determine cause (review using Putty) and correct/escalate.
  • Perform daily Production Support recurring tasks and monitoring of the tickets queue, assign tickets, resolve tickets, update root cause and remediation.
  • Works directly with IT Management to align ServiceNow with IT organization strategy.
  • Corrected networking connectivity issues in wireless, routing, and switching using a layered model approach.
  • Monitored performance and analyzed network irregularities using tools such as Riverbed and Cisco prime.

Education

Bachelor of Technology - Mechanical Engineering

Sri Vasavi Engineering College
Tadepalligudem
04-2017

Intermediate - MPC

Sri Chaitanya Jr College
Vijayawada
03-2013

Skills

  • ServiceNow Ticketing tool
  • Office 365 Admin
  • System information Logs
  • Printer Troubleshooting and Okta configuration
  • Cisco VPN setup and Troubleshooting
  • Network security systems and configuration
  • Active Directory
  • Okta MFA
  • Zendesk

Languages

Telugu
First Language
English
Intermediate (B1)
B1
Hindi
Elementary (A2)
A2

Timeline

Engineer

HTC GLOBAL SERVICES
02.2022 - 06.2023

Associate Engineer

SOFTWARE OPTIONS (INDIA) PVT LTD
10.2018 - 01.2022

Bachelor of Technology - Mechanical Engineering

Sri Vasavi Engineering College

Intermediate - MPC

Sri Chaitanya Jr College

Key Qualifications

  • 4.5years of hands-on experience in Helpdesk Support.
  • Proficient in English, Telugu, Hindi Languages.
  • Strong analytical and problem-solving skills.
  • Collaborative team player with excellent communication skills.
  • Passion for staying current with emerging technologies and industry trends.

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SAI HEMANTH LAKKIMSETTIEngineer