Venkata Naveen Donthi
Cloud support Engineer
Hyderabad
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Flexible Technical Support Engineer with 4 years of experience helping clients maintain smooth operations. Expertise in tech support and cloud based environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Technical Support Engineer
Aveva solutions india LLP
hyderabad
07.2023 - Current
- Implemented technical solutions to solve customer issues and increase satisfaction as L2 support.
- Maintained product development schedules and prioritized projects by coordinating with development team.
- Updated team on progress and addressed concerns to meet established project deadlines.
- Planned and led technical training to boost product support team members' skills.
- Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Utilized code and modern cloud-native deployment techniques to design, plan and integrate cloud computing and virtualization systems.
- Served as primary point of contact for support relating to owned solutions and products
- Maintained response times to support business continuity
- Documented faults and bugs for referral to development staff for use in updates
- Foundational experience with UNIX (Linux, *NIX),Windows, or Mac OS
- Logical approach to problem solving and strong troubleshooting skills
- Participated in architectural discussions to build confidence and promote customer success when developing new and migrating existing applications, software and services on AWS platform.( IAM, S3, EC2)
Tech Support Analyst
Optum, UHG
Hyderabad
09.2019 - 06.2023
- Strong knowledge on network configurations of new windows and Unix servers
- Developed and implemented bug fixes and patch sets for existing web applications.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Active Directory Tasks, MS Office 365 Administration
- New hire on-boarding
- Maintaining Cisco, wireless networks and related routers and switches
- KB management, ITIL Framework
- Software installation, Windows OS updates, Security Patches Ø Office 365 User management and Device management Ø Knowledge on DNS/BIND, DHCP, WLAN, SMTP and SNMP on windows and desktop systems
- Service Now handling, generating interactive dashboard
- Escalation Process with OEM
- VPN setup and troubleshooting
- Maintaining switches in Server rooms (IDF, MDF)
- Software updates handling and provide support to Infrastructure team
- Collaborate with SME and other teams for regarding process improvement
- Involvement in security audits to improve Security Score
- Documentation, process writing on technical approach
- Training for Service Desk Engineers Level 1
- Hands on experience on ITSM, Citrix/VDI, JAMF PRO, Microsoft Defender, Mac Imaging,POWER BI
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Promoted efficiency among departments with prompt resolution of system issues.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions
Education
Bachelor of Science - Mechanical Engineering
Marri Laxman Reddy Institute of Technology
Hyderabad 06.2015 - 06.2019
Skills
Technical support expertise
Interpersonal skills
JAMf PRO
Network Management
Creating interactive dashboards
Cloud services
MS Office
Customer service expert
Application support
Performance Optimization
Bug tracking
Certification
SQL workshop
Hobbies
Hiking
Watching Documentaries
Cricket
Timeline
Technical Support Engineer
Aveva solutions india LLP
07.2023 - Current
SQL workshop
08-2022
Tech Support Analyst
Optum, UHG
09.2019 - 06.2023
Bachelor of Science - Mechanical Engineering
Marri Laxman Reddy Institute of Technology
06.2015 - 06.2019