Srinath Chelika

Technical Support Engineer

Movate (Formerly Known as CSS Corp Pvt.Ltd)

11.2024 - Current

Incident Management & Troubleshooting: I fixed IT issues related to systems, networks, and applications that were escalated from the first level of support. I helped with Windows, Linux, and macOS problems, resolved user access issues in Active Directory, DNS, DHCP, and Group Policy, and troubleshot network and VPN connectivity problems.
Problem Management & Root Cause Analysis (RCA): I analyzed recurring IT issues to find the root cause and implement permanent fixes. I documented solutions and workarounds to help resolve problems faster in the future. I also worked with engineering teams to fix complex IT infrastructure issues.
Security & Compliance: I followed security policies and best practices while providing IT support. I helped with software updates, security checks, and fixing system vulnerabilities. I also handled malware issues and took part in security audits to keep systems safe.
Network Support & Connectivity: Assisted users with network connectivity issues, including Wi-Fi, VPN, and
internal system access, ensuring resolution of problems that impacted productivity. Collaborated with network
and server teams to troubleshoot and escalate issues like network outages or server downtime when needed.
Knowledge Management: Documented solutions to common technical issues in the knowledge base to help
streamline problem-solving for both users and future service desk agents.
Ticket Escalation & Communication: Ensured clear communication of issue status and resolution steps to
users, providing timely updates and managing user expectations. Escalated unresolved or complex issues to
higher-level support teams (L2/L3), following appropriate escalation protocols to ensure prompt resolution.
Chrome Remote Desktop & Virtual Machine Support: I used Chrome Remote Desktop to access and fix issues on Windows, Linux, and macOS systems. I helped with virtual machine support, solving problems like remote access, software setup, and system performance to ensure smooth operation.
Identified efficiency improvements and recommended process enhancements.
Used powershell and Bash Scripting for repetitive tasks.
Performed root cause analysis of reported issues to enact corrections.
Monitored system performance to identify potential issues.