VEERA RAJU PALLAPOTHU
Bateman,WA
Summary
As a Desktop Support Analyst, my professional summary highlights my technical expertise in providing exceptional customer service and resolving technical issues. With my experience in troubleshooting software and hardware problems, I am proficient in identifying root causes and providing effective solutions to ensure seamless operations of desktops, laptops, printers, and other peripheral devices.
As a proactive problem solver, I have excellent communication skills, which allow me to explain technical issues in a clear and concise manner to both technical and non-technical users. My ability to multitask and prioritize issues enables me to manage multiple tasks simultaneously, ensuring timely resolutions and minimizing downtime.
I have a strong understanding of various operating systems, including Windows, macOS, and Linux, and I am experienced in providing support for a wide range of software applications such as Microsoft Office, Adobe Creative Suite, and antivirus software. Furthermore, my experience with Active Directory, Exchange, and other networking protocols allows me to provide support for network connectivity issues and email problems.
Overall, as a Desktop Support Analyst, I am committed to delivering outstanding customer service while providing efficient and effective technical support to meet the needs of the end-users.
Overview
4
4
years of professional experience
1
1
Certification
Work History
EUC Support Engineer
Axiom Technologies
01.2023 - Current
- Providing End User Support for WSP
- Updating tickets on priority basis under ServiceNow Ticketing System
- Re-imaging of Laptops using SCCM according to business needs
- Asset management of IT infrastructure in branch location
- Creating users and resetting passwords of users on Active Directory and assigning Role Based Access Control(RBAC) to users
- Computer Hardware Troubleshooting and Software Support of business applications under Software Centre
- Troubleshooting on Microsoft 365 Applications, One drive and SharePoint
- Worked well in a team setting, providing support and guidance.
- Remote Support to users on mine site using TeamViewer and Teams
- Providing troubleshooting support on VPN's Zscaler and Cisco AnyConnect
- Providing troubleshooting support for printers on corporate domain
- Lodging support ticket with Dell for faulty hardware (Laptops) to get repaired
- Resetting MFA of the user and mobile devices under Microsoft Intune
Desktop Support Engineer
Total IT Global
06.2021 - 11.2022
- Providing Desktop and Network Support to various clients such as Johnson and Johnson, KONE, Thomson Reuters, BD, and AkzoNobel
- Updating tickets on priority basis under ServiceNow
- Asset Management on IT Infrastructure like Laptops, Cisco Switches, Monitors, and VOIP phones
- Re-imaging Laptops and Tower PC's according to client needs using SCCM
- Troubleshooting on Microsoft 365, SharePoint, OneDrive and Business Applications
- Configuring Cisco Switches under guidance of Senior Network Engineer
- Creating users under Active Directory and assigning license to user under Microsoft Admin Centre
- Managing mobile devices & laptops under Microsoft Intune
- Assisted end-users with conference room equipment setup and operation.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Service Picker
Get2Know
06.2021 - 10.2021
- Maintaining servers on AWS cloud and assigning permissions to the internal users
- Maintaining Aurora Databases under the guidance of Database Administrator
- Designing the website using WordPress and testing the functionality of the site across various search engines
- Providing support to the users on content upload via FTP
- Writing basic Python scripts to track the logs of the servers
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
IT Support Engineer
Galati Group
02.2019 - 05.2021
- Provide technical Support on IT hardware/software, business applications & processes
- Providing L1 helpdesk support to internal staff over the phone & remotely
- Configuring PC's and laptop's and joining them to the domain
- Lodging tickets and updating them accordingly on priority basis under GLPI ticketing system
- Re-imaging Point of Sale (POS) units according to business needs
- Providing Application Support (Microsoft Dynamics Navision) to the internal users
- Creating users on Active Directory and assigning Role-based access control to authorized users
- Assigning license to users using Microsoft 365 Admin Portal
- Configuring Uni-Fi Switches and Access points on internal network
- Configuring MFD printers, Mitel phones and joining them to the network
- Writing basic scripts using Python for error logs on the server under the guidance of IT Support Analyst
- Creating Open VPN for internal users on Linux Server
- Asset Management of IT Infrastructure across the organization
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Master of Information Systems - Information Technology
University of Southern Queensland
Toowoomba, QLD11.2018
Skills
- Microsoft 365 suite
- Active Directory
- Microsoft Exchange
- Windows Operating System
- Python, JavaScript, C
- Cloud Computing (Azure & AWS)
- Microsoft Endpoint Configuration Manager
- Computer Hardware, Printer, VOIP & Technical Support
- Remote Desktop, Windows Remote Assistance
- Knowledge of networking protocols DNS, DHCP, File server
Certification
- Microsoft Azure Fundamentals (Certification ID: I197-6317)
- Microsoft Data Fundamentals (Certification ID: I294-1588)
- Microsoft AI Fundamentals (Certification ID: I246-3558)
- AWS Cloud Practitioner (Certification ID: FWBQ6YYDKEE1QKK4)
Languages
English
Hindi
Telugu
Timeline
EUC Support Engineer
Axiom Technologies
01.2023 - Current
Desktop Support Engineer
Total IT Global
06.2021 - 11.2022
Service Picker
Get2Know
06.2021 - 10.2021
IT Support Engineer
Galati Group
02.2019 - 05.2021
Master of Information Systems - Information Technology
University of Southern Queensland
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