Vardhan Kothapalli
Summary
Professional with robust experience in IT support, well-versed in troubleshooting hardware and software issues, and managing system configurations. Known for strong collaboration skills and ability to adapt to evolving requirements. Adept at providing solutions that ensure optimal performance and user satisfaction. Highly reliable, with focus on achieving results through effective communication and technical expertise.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
SYMAL
12.2023 - Current
- Developed comprehensive documentation for IT infrastructure, ensuring efficient knowledge transfer among team members
- Collaborated with cross-functional teams, ensuring seamless software integration
- Diagnosed and troubleshot hardware, software and network issues
- Improved customer satisfaction by promptly addressing and resolving IT issues
- Created user accounts and assigned permissions
- Configured and tested new software and hardware
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Generated reports to track performance and analyze trends
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users
- Adhering to task protocol contains set of procedures required to work with Active directory, PowerShell scripting, AnyDesk, O365 accounts and other internal applications
- Managed high levels of call flow and responded to user's technical support needs
- Explained security measures in simple terminology to help users understand malware and phishing threats
- Helped streamline repair processes and update procedures for support action consistency
IT Support Engineer
WSP
09.2022 - 12.2023
- Maintained inventory of installed desktop hardware and software components to keep records accurate and configured hardware and software to set up workstations for employees
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status
- Troubleshoot potential problems and eliminated before issues escalated or cascaded
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
- Resolved over 45 issues/Week which helped to clear oncoming traffic of ticket in Service Now
- Removed malware, ransomware and other threats from laptops and desktop systems
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction
- Provided Tier 1 support to non-technical internal users through desk-side support services
- Proved successful working within tight deadlines and fast-paced atmosphere
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
IT Helpdesk
Libraries Tasmania
10.2020 - 09.2022
- Troubleshot computer hardware and software issues of end users, resolving 70% cases within first contact, providing support to over 200 office users across two regional headquarters
- Leveraged remote control access to diagnose and repair problems, install computer peripherals, and update operating systems and applications for improved reliability
- Utilised ServiceNow ticket management system to log issues, track progress, and document resolution information
- Ensured compliance with protocols, security best practices, and service level agreements (SLAs)
- Developed end-user Computer Maintenance Guides for reference and implemented methods for standardizing operational troubleshooting
- Managed software license inventory efficiently, reducing costs associated with unused or expired licenses while ensuring compliance with vendor agreements.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
Education
Bachelor of Science - Computer Science
J.N.T.U
Master of Science - Information Technology
Swinburne
Melbourne, VICSkills
- Cross-Functional Collaboration
- Account Management
- IT Asset Management
- Documentation And Reporting
- Application support
- MYSQL, MS Suit, Power BI
- Active Directory
- PowerShell
- Microsoft O365 Administration,
- Microsoft Azure
- VPN Configuration
- Mobile Device Management
- Data backup and recovery
- Network troubleshooting
- Ticketing system
- Windows OS Desktop Support and Troubleshooting
Residential Status
Permanent Resident
Certification
- Cisco Certified Network Associate (CCNA) - Cisco Systems.
- ITIL Foundation Certificate in IT Service Management – AXELOS Global Best Practice.
Timeline
Desktop Support Engineer
SYMAL
12.2023 - Current
IT Support Engineer
WSP
09.2022 - 12.2023
IT Helpdesk
Libraries Tasmania
10.2020 - 09.2022
Bachelor of Science - Computer Science
J.N.T.U
Master of Science - Information Technology
Swinburne
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