Vinay Adivivarapu
Hyderabad
Summary
Experienced IT Support Specialist with 3+ years of proven success in endpoint engineering and IT/NOC operations. Strong expertise in Windows OS, Microsoft 365, ITSM tools (ServiceNow, BMC Remedy), and endpoint management systems (SCCM, IBM BigFix). Adept in incident management, troubleshooting, documentation, and process improvements, with a customer-first mindset, and consistent delivery on SLAs.
Overview
4
4
years of professional experience
2
2
Languages
Work History
IT/NOC Operations
TechMahindra
05.2025 - Current
- Provide end-user endpoint support for desktops, VDIs, mobile devices, and peripheral devices (PCs, Macs, printers, scanners).
- Manage ticket queues, live chat, and phone support, ensuring SLA compliance.
- Monitor hosted infrastructure and applications, diagnose incidents, and ensure timely resolution or escalation.
- Support endpoint deployments, installations, and patching; maintain operational documentation, and knowledge base.
- Perform root cause analysis, run post-incident reviews, and develop preventive solutions.
- Ensure compliance with SOPs, conduct knowledge-centered support (KCS), and create or update knowledge base articles.
- Monitored the Service Desk queue for incoming requests.
Service Desk Engineer
Mantha Tech Solutions Pvt Ltd
09.2023 - 09.2024
- Delivered L2 support email for hardware/software issues across Windows and macOS.
- Troubleshot remote network, system, and application errors using RDP and ITSM tools.
- Documented recurring issues to support faster resolutions, and team learning.
- Collaborated with product and dev teams to escalate and resolve defects.
- Investigated reported incidents and identified root causes of incidents and problems.
- Troubleshot hardware-related problems such as memory or disk errors on desktops and laptops.
- Created new user accounts in Active Directory with appropriate access rights.
Service Desk Engineer
Conduent Business Services
07.2022 - 07.2023
- Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and endusers.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Actively participated in cross-functional teams to address critical IT-related projects or initiatives that required service desk involvement.
Education
B.com in Computers - Computer's
Sree Padha Degree College
Visakhapatnam, India 04.2001 -
Skills
Endpoint support
Ticket management
Incident diagnosis
Root cause analysis
Knowledge base creation
Azure Active Directory (Microsoft Entra ID) and IAM
Windows OS and Microsoft 365 support
Accomplishments
- Awarded BRAVO by Tech Mahindra for maintaining 100% Quality Score for 6+ months.
- Consistently achieved 94%+ CSAT scores across multiple quarters.
- Developed L2 escalation workflows to streamline ticket routing and SLA adherence.
- Conducted Cybersecurity Awareness Sessions and led mock phishing drills.
- Authored and curated Knowledge Base Articles (KBAs) during pilot implementation.
Timeline
IT/NOC Operations
TechMahindra
05.2025 - Current
Service Desk Engineer
Mantha Tech Solutions Pvt Ltd
09.2023 - 09.2024
Service Desk Engineer
Conduent Business Services
07.2022 - 07.2023
B.com in Computers - Computer's
Sree Padha Degree College
04.2001 -