Prashanth Kumar Gorantla

• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Instructed personnel on new systems and software via presentation and provision of training materials.
• Fulfilled client customization requests for managed systems and software components according to internal business requirement policies.
• Collaborated with teams to solve technical customer problems across product suites.
• Oversaw troubleshooting of owned assets to shorten remediation times and avoid off-site service calls.
• Provided support via remote desktop software, diagnosing customer issues over private and public networks.
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Created technical design solutions for end users, consultants and contractors.
• Provided senior technical support to both in-house staff and user departments for network applications.
• Contributed to knowledge base by creating and maintaining articles and other technical documents.
• Asked customers targeted questions to diagnose problems and provided timely solutions.

• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Created new accounts, reset passwords and configured access to servers and file management software for users.
• Assisted customers by troubleshooting and resolving technical problems.
• Trained new employees on support processes, procedures and knowledge base.
• Walked customers through processes of installing software or hardware and initial program start up procedures.
• Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
• Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
• Provide day to day technical support to an environment of 500+ Windows and MacOS users.
• Utilize Microsoft GPO to configure and manage user’s accounts within district.
• Configure and manage VPN connections.
• Physically repair printers, desktops, laptops, smartboards, and projectors.
• Provided remote control, patch management, software distribution with SCCM.
• Create and manage user accounts in Active Directory.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

• Team Leadership: Supervised and lead a team of employees, including delivery drivers, cooks, and customer service representatives. Provided coaching, training, and support to team members. Ensured a positive and productive work environment.
• Customer Service: Ensured excellent customer service by addressing customer inquiries, concerns, and complaints. Resolved any service or product-related issues in a timely and professional manner.
• Inventory Management: Managed inventory levels, including ordering and receiving supplies. Monitored and controlled food and ingredient costs to maximise profitability.
• Food Quality and Safety: Overseen food preparation to ensure quality and consistency. Followed food safety guidelines and ensure all employees adhere to food safety standards.
• Operations Management: Maintained and operated all equipment and machinery in the store. Managed store opening and closing procedures. Monitored and reported any maintenance or repair needs.
• Financial Management: Monitored and controlled labor costs, including scheduling and payroll. Tracked and managed sales, revenue, and expenses to meet financial goals.
• Marketing and Sales Promotion: Implemented marketing and promotional initiatives to drive sales and increase customer engagement. Monitored and reported on the effectiveness of marketing efforts.
• Staffing and Recruitment: Assisted with the hiring and training of new employees. Created work schedules and manage labor resources effectively.
• Reporting: Prepare and submit reports on store performance and financials to higher-level management.
• Problem Solving: Identified and addressed operational challenges and find solutions to improve store efficiency and profitability.
• Customer Relations: Build and maintained positive relationships with regular customers and the local community.
  Profitability: Worked to achieve sales and profit targets set by the company.
• Training and Development: Fostered a culture of continuous learning and development among employees.

My Project Experience:

• RWE is energy-based company which have operational units called supply & Trading, Electricity, offshore wind, where PEP SYSTEMS was taking care of Supply and Trading.
• Vision of the RWE company is to migrate all the servers to cloud platform in order to reduce the cost in supply & trading wing, which PEP SYSTEMS is halfway on the migration till date and maintaining the servers which are in cloud platform (AZURE) and as well as virtual, physical servers and Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.

SKILLS:

• Provided technical and functional recommendations based on project requirements.
• Supported technology design, testing and execution by providing research-based product and process knowledge.
• Researched emerging technologies to add value to current offerings.
• Worked with developers to integrate resources within projects using Azure and Azure DevOps.
• Implemented Microsoft Azure Active Directory to mitigate security risks and bolster access management.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.