Suresh Yadav Perugu
Service Desk Engineer
Kadapa
Summary
Service Desk Engineer with 3 years of experience delivering reliable L1 support across Windows and cloud environments. Proficient in ITSM tools, ITIL-aligned incident management, and remote troubleshooting using RDP and Any Desk. Consistently maintains high SLA compliance while managing a large volume of daily tickets, reducing resolution times, and achieving strong user satisfaction across a diverse end-user base.
Results-driven IT professional with hands-on experience in troubleshooting, system support, and service delivery. Skilled in improving system performance and aligning technical solutions with business needs, with a proven ability to contribute to organizational success.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Onboarding Specialist
Stixis Technologies
05.2025 - 04.2026
- Managed onboarding support by coordinating with ASC teams and field technicians via email and chat
- Performed site pre-registration and installation activities ensuring timely deployment
- Shared graphics and RKI keys with sites based on technician requirements
- Provided L1 troubleshooting support for EDGE devices and OPTs, minimizing downtime
- Delivered remote assistance for USB download issues, ensuring uninterrupted installation
- Maintained detailed case records for all interactions to improve tracking and resolution
- Used Case ID and GVR ID to retrieve historical data for faster issue resolution
- Created and managed Service Requests (SRs) for each case to support technician operations
- Followed operational blueprints and standard procedures for consistent service delivery
Service Desk Engineer
Universal Softec Hub
02.2023 - 03.2025
- Attending customer queries through phone calls, emails, Teams, and chats
- Managing end-to-end IT service desk support using a ticketing tool
- Basic network troubleshooting on end-user devices
- Installation of pre-approved software from the security team
- Managing Active Directory user account unlocks and password resets
- Adding members to AD security groups using the Azure portal (portal.azure.com)
- Granting permissions to shared folders
- Outlook configuration and troubleshooting
- Taking remote sessions using Quick Assist remote tool
- Troubleshooting VPN issues for end users
- Checking whether users are members of VPN groups and adding/removing them as required
- Generating weekly incident reports from the ServiceNow ticketing tool
- Managing long-pending incidents and following up with end users
- Responsible for overseeing activities related to new employee account creation
- Resolving customer inquiries with prompt service
- Handling escalations and documenting procedures
- Preparing daily, weekly, and quarterly reports
- Strong knowledge of MS Office Suite applications
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and endusers.
Education
B Tech - Civil Engineering of Technology
Global College of Engineering And Technology
Cuddapah 04.2001 -
Intermediate - Higher secondary school
Sri Chaitanya Junior College
03-2017
SSC -
Gopi Krishna High School
06-2015
Skills
Windows OSNetworking: DNS, DHCP, TCP/IPServiceNow, ITIL, RDP, AnyDeskActive Directory, Outlook & Printer ConfigurationsVPN TroubleshootingHardware & Software Support, SR CreationMFA Support, Media DeploymentSalesforce (Case Creation & Documentation)ITSMSLA TrackingEscalation Handling
Accomplishments
- Achieved 95% SLA compliance using Servicenow and salesforce
- Handled 35+ tickets daily with consistent resolution quality
- Resolved 90% of L1 issues without escalation
- Fixed critical issues in Microsoft outlook, Printers, and MFA Quickly
- Improved resolution Speed using RDP and Anydesk
- Reduced repeat issues through knowledge base updates
Timeline
Onboarding Specialist
Stixis Technologies
05.2025 - 04.2026
Service Desk Engineer
Universal Softec Hub
02.2023 - 03.2025
B Tech - Civil Engineering of Technology
Global College of Engineering And Technology
04.2001 -
Intermediate - Higher secondary school
Sri Chaitanya Junior College
SSC -
Gopi Krishna High School