LAXMIKANTH REDDY KANDI
Albany
Summary
Developed technical support skills in fast-paced IT environment, focusing on troubleshooting, system maintenance, and user support. Adept at quickly diagnosing and resolving technical issues, with strong emphasis on customer satisfaction and efficiency. Looking to transition into new field, leveraging transferable skills in problem-solving and technical aptitude.
Overview
4
4
years of professional experience
Work History
Senior Service Desk Analyst
Integrated IT Support Pvt Ltd
01.2025 - Current
- Provided first and second-line technical support to end-users via phone, email, remote tools, and onsite assistance.
- Diagnosed and resolved hardware, software, and networking issues, ensuring minimal downtime and high user satisfaction.
- Installed, configured, and maintained desktops, laptops, printers, and peripheral devices across the organization.
- Diagnosed and resolved technical issues for end-users, enhancing system performance and user satisfaction.
- Managed user accounts, access permissions, and group policies in Active Directory and Microsoft 365.
- Monitored and supported LAN/WAN, VPNs, and Wi-Fi networks, assisting with server and network device maintenance.
- Delivered remote support using RDP, TeamViewer, and AnyDesk, resolving tickets within defined SLAs.
- Provided onboarding/offboarding support including account setup, system configuration, and software deployment.
- Tracked and managed IT assets, performed hardware replacements, and maintained accurate inventory records.
- Documented incidents and resolutions in ITSM tools (e.g., ServiceNow, Jira), and contributed to knowledge base content.
- Participated in IT projects such as OS upgrades, software rollouts, and cloud migrations, ensuring seamless implementation.
Service Desk Analyst
Kinetic IT
06.2023 - 08.2024
- Resolved over 200 weekly tickets, enhancing user satisfaction and technical troubleshooting skills.
- Collaborated with IT teams to decrease response time by 18%, improving service efficiency.
- Analysed recurring issues, implementing solutions that reduced system downtimes significantly.
- Provided training to new team members, fostering a supportive and knowledgeable work environment.
- Resolved technical issues for users, achieving a 95% satisfaction rate and minimizing downtime through efficient troubleshooting.
- Collaborated with cross-functional teams to streamline incident response processes, enhancing service delivery and reducing resolution times.
- Analysed user feedback to identify recurring issues, leading to substantial improvements in service quality and user experience.
- Maintained accurate documentation of support tickets and resolutions, ensuring compliance with internal standards and facilitating knowledge sharing.
- Demonstrated a proactive approach to learning new technologies, contributing to team knowledge and fostering a culture of continuous improvement.
IT Support Engineer
Amazon
10.2021 - 05.2022
- Support all the different end user devices including Windows Desktops/Laptops, USB Barcode scanners RF Scanners etc.
- Conduct daily audits of the critical Server and Network Infrastructure and call out that needs immediate attention by following the correct escalation procedures.
- Deep dive with troubleshooting Network and Server related issues as the on-site IT Engineer and collect the logs and other information captured and escalate to offshore team as needed.
- Check all the Monitoring tools to ensure all the Network and Server Infrastructure devices are up and running with 100% availability and the ability to action on the alarms that needs immediate attention.
- Document all findings and learning and create localized KB articles or wiki pages that could benefit any team members joining in IT.
- Provide training for new joiners in the team and also provide training to other team members which may benefit them to resolve issues without IT team members support to improve productivity.
- Represent IT in the leadership calls and should be able to confidently answer any questions that may arise for us and also to provide timely updates on behalf of IT.
- Create Change Managements appropriately for any changes that needs to be carried out by coordinating with the right stakeholders.
- Analize, develop and evaluate local programs/application which will help optimize various process paths within fulfillment centre.
- Software application testing with guidance from superior as well as support leadership team's requirement, analyses it and propose with solution/application which can be fruitful
Education
Master of Science - Information Systems
University of Southern Queensland
07.2021
Skills
- Troubleshooting
- System Administration
- Software Installation
- Incident Management
- Remote Support
- Service Improvement
- Customer Relationship
- ITIL Framework
- Technical Support
- Problem Solving
- User Experience
- End-User Training
- Change Management
- Incident Response
- Project Coordination
- Service Level Agreements
- Help Desk Management
- User Onboarding
- Asset Management
- User Support
- Agile Methodologies
- Vendor Management
- Hardware installation
- Remote desktop support
- Operating system support
- Help desk support
KEY TOOLS & TECHNOLOGIES
- Basic understanding of networking (TCP/IP, DNS, DHCP)
- Windows OS (especially Windows 10/11)
- Microsoft Office 365 support
- Active Directory (password resets, account lockouts)
- Remote desktop tools (e.g., TeamViewer, Any Desk, )
- ITSM tools (e.g., ServiceNow, Jira )
- Basic troubleshooting for hardware and software
- Networking: configuration and troubleshooting (VPN, firewalls, routers)
- Server administration (Windows Server, Exchange, etc.)
- Scripting (PowerShell ) for automation
- Endpoint management (SCCM, Intune)
- Backup and recovery solutions
- Software deployment and patch management
Professional Attributes
- Committed to service excellence and proactive problem-solving
- Strong interpersonal and stakeholder management skills
- Adaptable to diverse technical environments and regional travel
- Clear written and verbal communicator
- Enthusiastic team contributor with a focus on continuous learning
Timeline
Senior Service Desk Analyst
Integrated IT Support Pvt Ltd
01.2025 - Current
Service Desk Analyst
Kinetic IT
06.2023 - 08.2024
IT Support Engineer
Amazon
10.2021 - 05.2022
Master of Science - Information Systems
University of Southern Queensland