SAMANTHULA SWATHI
Hyderabad,India
Summary
Accomplished IT professional with extensive expertise in user management and technical support, specialising in Microsoft Active Directory, Azure Active Directory, and OKTA. Proficient in managing and troubleshooting Windows operating systems and servers, with a strong command of MS Office applications including Excel, PowerPoint, and Word. Demonstrates exceptional skills in software update installation and technical issue analysis using tools such as Service Now, Jira, and Logic Monitor. Adept at utilising 0365 Admin Center and Exchange Admin Center for efficient system administration. Committed to enhancing organisational productivity through effective time-management and desktop support solutions.
Overview
7
7
years of professional experience
2013
2013
years of post-secondary education
Work History
Helpdesk Analyst
Callaway Digital Technologies
Hyderabad
02.2023 - 02.2025
- Provide on-site and remote IT support via voice, chat, and email
- Manage user accounts in O365 and Active Directory (AD) (creation, deletion, password resets, MFA, license assignments)
- Administer DLs, shared mailboxes, email forwarding, and security attributes in O365 & AD
- Handle Jira ticketing for incident classification, prioritization, and resolution
- Install, configure, and maintain Windows workstations, standard software, and antivirus
- Document support processes, devices (CMDB), and solutions in the knowledge base
- Provide hardware/software troubleshooting and maintenance across locations
- Conduct training and user onboarding for IT best practices and tools
- Manage Okta, SAP, Kronos, and other enterprise applications (account unlocks, access provisioning)
Service Desk Engineer
GENPACT PVT LTD.
Hyderabad
08.2021 - 01.2023
- Provided 24x7 IT Service Desk support via phone, chat, email, and self-service portals
- Managed incidents, queries, and service requests using ServiceNow
- Handled Active Directory (AD) & O365 administration (user management, password resets, security groups, mailbox configurations)
- Troubleshot Windows, Outlook, VPN, and network issues for end users
- Processed and prioritized support requests, ensuring resolution within SLA
- Provided remote support using Webex, RDP, and other tools
- Installed, configured, and maintained Windows workstations and standard software
- Documented devices in CMDB, support processes, and solutions in the knowledge base
- Conducted training and user onboarding for IT best practices
Digital Interaction Executive
[24]7.AI
Hyderabad
02.2021 - 07.2021
- Provided remote IT support for desktops, laptops, printers, and peripherals
- Diagnosed and resolved hardware/software issues following defined SLAs
- Assisted users with internet connectivity, system troubleshooting, and diagnostics
- Maintained incident documentation, escalation, and follow-up for quick resolution
- Installed, configured, and maintained Windows workstations and standard software
- Conducted user training and documented solutions in the knowledge base
Technical Associate
WIPRO
Hyderabad
11.2019 - 10.2020
- Provided L1 & L2 IT support for incidents, service requests, and troubleshooting
- Diagnosed and resolved account setup, network, and system issues via phone, email, and chat
- Logged and tracked IT tickets, ensuring timely resolution within SLA
- Escalated complex issues to internal teams and followed up until closure
- Maintained service documentation and provided accurate tech solutions
Quality Executive
CONNEQT BUSINESS SOLUTIONS
Hyderabad
10.2017 - 10.2019
- Monitored 15–20 associates per team to ensure adherence to quality metrics
- Conducted training, coaching, and performance reviews to improve resolution time and customer satisfaction
- Managed Quality Scores & Customer Satisfaction Surveys, ensuring process compliance
- Led call monitoring, dip checks, and joint sessions with managers and clients
- Identified non-compliance issues & business risks, escalating for corrective actions
- Analyzed call volume and productivity to optimize service desk performance
Education
B-Pharmacy -
JNTUH
Hyderabad, TelanganaIntermediate - undefined
BOARD OF INTERMEDIATE EDUCATION A.P
Hyderabad, TelanganaSSC - undefined
BOARD OF SECONDARY EDUCATION
Hyderabad, TelanganaSkills
- User Management
- Microsoft Active Directory
- Azure Active Directory
- OKTA
- MS Office
- MS-Excel
- MS-Power Point
- MS-Word
- 0365 Admin Center
- Exchange Admin Center
- MS-Teams
- Webex
- Team-viewer
- Go to Assist
- Windows (7,8,10,11)
- Logic Monitor
- Service Now
- Jira
- DUO
- Google Authenticator
- Microsoft Authenticator
- On-Premises Applications
- MS Applications
- Windows Operating System
- MS-Outlook
- Windows Servers
- Technical issues analysis
- Software update installation
- Time-management
- Desktop support
Timeline
Helpdesk Analyst
Callaway Digital Technologies
02.2023 - 02.2025
Service Desk Engineer
GENPACT PVT LTD.
08.2021 - 01.2023
Digital Interaction Executive
[24]7.AI
02.2021 - 07.2021
Technical Associate
WIPRO
11.2019 - 10.2020
Quality Executive
CONNEQT BUSINESS SOLUTIONS
10.2017 - 10.2019
Intermediate - undefined
BOARD OF INTERMEDIATE EDUCATION A.P
SSC - undefined
BOARD OF SECONDARY EDUCATION
B-Pharmacy -
JNTUH
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