Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sindhuja Gollapudi

Hyderabad,TG

Summary

Experienced IT Support Specialist with over a decade (10+ years) of expertise in service desk operations, user support, and system administration. Proficient in troubleshooting Windows, Office 365, Active Directory, and SAP environments. Known for effectively resolving technical issues and consistently delivering high levels of customer satisfaction through clear communication and efficient problem-solving skills.

Overview

13
13
years of professional experience

Work History

Senior Service Desk Analyst

Tech Mahindra
01.2021 - Current
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated
  • Configured hardware, devices and software to set up work stations for employees
  • Log, categorize, and prioritize incidents and service requests received via phone, email, chat, or ticketing tools (e.g., FreshService, IT Direct).
  • Provide first-level technical support to resolve issues related to hardware, software, networks, and applications.
  • Troubleshoot system login issues, password resets, and application errors.
  • Escalate unresolved issues to appropriate support teams (L2/L3) within defined SLA timelines.
  • Assist with onboarding/offboarding of employees (user account creation, access provisioning).
  • Support requests for shared drives, printers, VPNs, and remote access.
  • Manage user accounts through Active Directory and Azure AD (add, modify, delete).
  • Assign appropriate access rights, troubleshoot permission issues.
  • Monitor and review Office 365 services, and troubleshoot Office 365 issues
  • Manage Office 365 users, groups, and licenses, and configure delegated administration
  • Troubleshoot Microsoft Teams, SharePoint, and OneDrive as an admin
  • Migration from on premise to o365
  • Applying retention policies, mailbox archiving, converting mailbox to shared
  • Assigning, revoking, and reassigning MFA from Azure AD portal
  • User management and monitoring in Azure AD
  • Active Directory management includes offering technical support to end users, upgrading software's, handling user accounts, managing domains, Organizational units, user authentication, account creation and deletion, member group addition
  • Use of PowerShell for DL, Mailbox addition and removal
  • Call ownership, drive to resolution and communication with customer
  • Monitor system performance dashboards and alerts.
  • Document known issues and contribute to the knowledge base.
  • Maintain a professional and empathetic approach when assisting users.
  • Communicate updates on incident status and expected resolution times.
  • Work closely with other IT teams (network, security, application support).
  • Maintain proper documentation for incidents, service requests, and resolutions.
  • Adhere to data security and privacy guidelines.


Advanced Support Engineer

Oracle
10.2017 - 12.2018
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Reduced response times by prioritizing urgent requests and escalating issues when necessary.
  • Authored comprehensive reports on trends observed in customer inquiries, offering insights into potential product improvements or additional services offerings.
  • Increased client retention by building trust through excellent communication skills and timely issue resolution.
  • Manage end-user accounts, permissions, access rights, and storage allocations in accordance with Organization standards
  • worked for Patch Assessment [PA], Critical Patch Updates [CPU], Environment Configuration guides [ECG], Performance review reports for some client
  • Reviewed logs in both production and development environments such as Opatch logs, lsinventoryPatches
  • Fixed application preferences
  • Consolidation has done for couple of clients to run application up and normal
  • Practice server asset management, including maintenance of server component inventory and related documentation and technical specifications information
  • Assist in IT Manager in planning IT budget needs
  • Build and deploy new servers on the network as needed
  • Identify, troubleshoot, mitigate hardware and software issues on servers, and workstations
  • Escalate incidents as and when needed
  • Configuring new Systems, applying offline patches to newly configured systems, implementing software updates and handling desktop systems configuration and support
  • Installing and updating the service pack, Windows Patches, Antivirus
  • Adding identities to appropriate groups and managing access rights & permissions either add/change/revoke

Business Consultant

Tata Consultancy Services
08.2015 - 11.2016
  • User Management, worked on various tools like IT Direct, LSH
  • Supports Presales Colleagues, Demos
  • Partner Support
  • Supporting HOTLINE Calls
  • Supporting DOF Demos, Chat Support
  • Uses SAP-internal tools to help in problem resolution
  • We support typically includes individuals that have very limited technical expertise
  • We support logs, categorizes, prioritizes, tracks, and routes incidents reported by users raised by monitoring tools
  • Giving authorizations, server user creations
  • Know the transaction codes which are often used by end users

Software Engineer

Wave9 IT Solutions
02.2012 - 08.2015
  • Installation, Configuration and Administration of Windows Servers 2000/2003, Linux OS under various LAN and WAN environments
  • Supported technical team members in monitoring usage such as load and usability issues
  • Prepared detailed technical documentation for all elements of Microsoft Windows infrastructure
  • Executed effective processes for operation, troubleshooting and support service for Microsoft Active Directory and back office products
  • Provided technical assistance for implementation of system diagnostic and maintenance tools to support server functionality
  • Network Redesign for branches/Campus Locations
  • Changing both the voice and data environment Settings of the networking devices, co-coordinating with the system/Network administrator during implementation
  • Working on various scanning tools like Ethereal
  • Implementing and maintaining backup schedules
  • Prioritizing and managing many open cases at one time

Education

B.Tech - IT

JNTU

Skills

  • Customer Service
  • Active Directory / Azure AD
  • Microsoft Office 365 support
  • Ticketing systems - FreshService, RemedyForce, IT Direct

Timeline

Senior Service Desk Analyst

Tech Mahindra
01.2021 - Current

Advanced Support Engineer

Oracle
10.2017 - 12.2018

Business Consultant

Tata Consultancy Services
08.2015 - 11.2016

Software Engineer

Wave9 IT Solutions
02.2012 - 08.2015

B.Tech - IT

JNTU

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Sindhuja Gollapudi