Udaykiran Birru
Hyderabad
Summary
Experienced IT Support Specialist with expertise in managing IT assets, providing remote and on-site
support, and optimizing resource allocation. Proficient in troubleshooting hardware, software, and network
issues, with hands-on experience using JIRA and Zoho Assist for ticket management. Skilled in Active
Directory management, Microsoft Office 365 support, and coordinating with vendors for repairs and
replacements. Adept at delivering efficient solutions, ensuring minimal disruption to user productivity, and
providing excellent customer service.
Overview
3
3
years of professional experience
Work History
Technical Specialist
HCL tech
Hyderabad
02.2025 - Current
- Provided tier 1 and tier 2 technical support for end-users in a hybrid Windows and macOS environment, handling hardware, software, and networking issues.
- Utilized ServiceNow for incident tracking, service request management, and documentation of technical resolutions.
- Administered SSO and identity management using Okta, including user provisioning, MFA setup, and application integration.
- Supported Office 365 suite, VPN connectivity, remote desktop tools, and collaboration platforms like Zoom, Slack, and Teams.
- Worked closely with other IT teams (Networking, Security, SysAdmin) to escalate and resolve complex technical issues.
System Support Specialist
Dynata SSI
Hyde
10.2023 - 01.2025
- Monitored and managed IT assets, including inventory tracking and lifecycle management, to optimize
- resource allocation.
- investigate and solve customer technical issues, collaborating within and across teams and leveraging
- troubleshooting tools and practices.
- Utilized JIRA to log, track, and manage support tickets, ensuring timely resolution of technical issues
- and clear communication with stakeholders.
- Provided remote support using Zoho Assist to troubleshoot and resolve technical issues efficiently,
- ensuring minimal disruption to user productivity.
- Skilled in providing comprehensive IT support, including hardware and software troubleshooting,
- system maintenance, Active Directory management, software installations, and network configuration.
- Proficient in using JIRA and Zoho Service Desk for incident management, and experienced in
- coordinating with vendors for hardware repairs and replacements. Adept at resolving issues with
- Microsoft Office 365, Teams, Outlook, VPN clients, and cloud services like OneDrive, while delivering
- excellent customer service and end-user training.
Technical Support Associate
Tech Mahindra
Hyderabad
11.2021 - 08.2023
- Expert in diagnosing and resolving technical issues related to operating systems, peripherals, and network
- connectivity, ensuring minimal downtime and optimal system performance.
- Proficient in applying ITIL best practices to streamline IT support processes, improve service delivery, and
- ensure adherence to SLAs.
- Provided Tier 1 and Tier 2 technical support to end-users, resolving issues related to hardware,
- software, and network connectivity.
- Performed routine maintenance and updates on user systems, including OS installations, BIOS updates,
- and driver configurations to ensure optimal performance.
- Diagnosed and resolved hardware issues, including laptop repairs, parts replacement (e.g.,
- motherboards, chargers), and peripheral device support (e.g., monitors, printers).
Education
B.tech - Electrical, Electronics And Communications Engineering
Sreenidhi Institute of Science And Technology
Hyderabad 07-2020
Skills
- Jamf
- SSO
- OKTA
- Inventory management
- Active Directory
- JIRA Tool
- Service now Tool
- Hardware troubleshooting
- Software troubleshooting
- Windows support
Timeline
Technical Specialist
HCL tech
02.2025 - Current
System Support Specialist
Dynata SSI
10.2023 - 01.2025
Technical Support Associate
Tech Mahindra
11.2021 - 08.2023
B.tech - Electrical, Electronics And Communications Engineering
Sreenidhi Institute of Science And Technology