Chanakya Ciripangi

• Creating IT tickets via ticket-tracking software and monitoring progress of individual task pathways.
• Providing technical support to all employees, and to clients, end users and relevant stakeholders while handling high levels of call flow.
• Skilled in Active Directory Domain Services, with practical expertise in deploying Group Policies to uphold network security and standardize configurations
• Proficient in utilizing Microsoft Admin Center, with hands-on experience encompassing: Microsoft Intune, SharePoint, OneDrive for Business, Microsoft Teams.
• Experienced in Azure Active Directory management, covering Multi-Factor Authentication (MFA), Self-Service Password Reset (SSPR), and Single Sign-On (SSO) deployment.
• Skilled in after-hours patching of Windows servers, including Domain Controllers, File Servers, Remote Desktop Servers, and Print Servers.
• Solving problems with various appliances, including printers, scanners, desktop and laptop computers, handheld devices, and servers.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Build, maintained, and regularly updating company's hardware and software inventory that covers Hardware Management - including employee workstations, servers, mobile devices, etc. And Software Management - which includes software tools employees use, organization's cloud infrastructure, and other digital systems and services.
• Installed and configured operating systems and applications.

• Provide technical support for both software and hardware issues -responding and resolving all tickets assigned meeting required SLAs.
• Responded to and resolved average of 40 technical incidents per day in accordance with ITIL incident management best practices and procedures.
• Troubleshot and resolved issues related to email, VPN, Active Directory, and other IT systems, using remote access tools and command-line utilities.
• Assisted end-users with various technical issues related to hardware, software, network connectivity, and security policies, providing clear and concise guidance to ensure issue resolution.
• Maintaining and controlling computer networks.
• Monitors systems daily and respond immediately to security or usability concerns.
• Verify backups of data and review logs.
• Install, setup and test computer-related equipment's.
• Troubleshooting and providing service support in diagnosing, resolving and repairing server-related hardware and software malfunctions, encompassing workstations and communication infrastructure.
• Continually surveying current computer site to determine future network needs and making recommendations for enhancements in implementations of future servers and networks.
• Controlling network access and administration privileges.
• Produces and submitted regular reports to management, summarizing service desk performance metrics, such as incident volumes, response times, and customer satisfaction ratings.
• Reviewing current network performance, capacity and capability and determining future network and server needs.
• Performed software installations and upgrades to UNIX or Windows operating systems.

• Served as first point of contact for customers seeking technical assistance over phone or email.
• Provides mid-level analysis and technical support for workers/clients and their networked computers and peripherals.
• Provide technical assistance and support for Workflow Management services.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Reviews, assigns, reconciles, and supports management of tickets through lifecycle
• Co-ordinate with IT service provides; communicates outages and recovery plans.
• Managed time efficiently in order to complete all tasks within deadlines.
• Developed strong communication and organizational skills through working on group projects.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Serving as first point of contact for customers seeking technical assistance over phone or email.
• Monitored and prioritized incident tickets using Autotask, ensuring all incidents were promptly resolved.
• Determining best solutions based on issue and details provided by customers.
• Maintained and updated help desk's knowledge base by recording solutions to common technical issues, which reduces issue resolution time by 30%.
• Escalated complex technical issues to higher-level support personnel, ensuring issues were resolved in timely and effective manner.
• Monitored and responded to incoming requests via various channels, such as phone, email, and chat, ensuring prompt and professional customer service.

Involved in monitoring all aspects of network/system infrastructures and provided technical support to clients.

• Troubleshoot equipment malfunctions and circuitry faults with routers and switches in central office to ensure excellent service quality.
• Disabled Windows Firewall on host machines to allow connectivity in segregated network.
• Installed VirtualBox and created multiple VMs and installed Windows Server 2008 R2 and Windows 7 64bit and configured VMs to participate in network requirements.
• Installed, configured, and maintained Windows 2003 Servers and Windows XP systems in secured environment.
• Assisted network team in diagnosing and resolving issues involving Cisco Switches.
• Set up VLANs using Cisco managed switch for large format scanners and servers they communicate with.
• Implemented systems and software upgrades of OS and configuration changes for users.
• Responded and resolved all escalated network and server issues for internal and external users.
• Performed and scheduled system backups and assisted with disaster recovery plans and testing in addition to maintaining and monitoring system performance to ensure network integrity and functionality.
• Collaborated with server team to resolve network-related problems.
• Installed and configured Routers, Bridges, Terminal Servers and CSU/DSU's to support WAN links.
• Redesigned, coordinated and implemented new intranet network directory structure to increase primary domain controller's available resources by 25%.