Microsoft System Center Configuration Manager
SUBRAMANYAM PAGADALA
IT Support Specialist
Abu Dhabi,UAE
Summary
Experienced IT Support Specialist familiar with user support and root cause analysis. Advanced knowledge of Server, Network, Firewall, Cloud operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
7
7
years of professional experience
3
3
Certificates
3
3
Languages
4
4
years of post-secondary education
Skills
Cybersecurity principlesCloud NetworkingCloud ServicesCloud StorageVirtualizationFirewallOffice 365Windows ServerNetwork development and administrationProgram installationsCustomer ServiceInventory ManagementTechnical supportMacintosh, AndroidCCTV, Door AccessVOIPAntivirus Server ManagementRemote Services Administration
Desktop support
Software diagnosis
TCP/IP
Mac systems
Data recovery
Microsoft Office Specialist (MOS) Expert
Videoconferencing
Windows 10
Customer service expert
Ticket support system management
Technical documents comprehension
Staff education and training
Cloud implementation
Performance Analysis
Multitasking Abilities
Problem-Solving
Self-Motivated
Software
KasperskySecurity for Windows Server
MigrationWiz
Service-Now
Autotask
MS Office 365
ConnectWise
Microsoft Office 365
Microsoft Azure
Fortigate
Cisco OS
Accomplishments
- Achieved 100% CSAT by completing 3000 tickets in 1 year with accuracy and efficiency.
- Within short time promoted from Desktop Support Engineer to Network Engineer
- Awarded as a Best Employee for Smart Work at Client Location.
Certification
Microsoft Certified Azure Fundamentals ID: I210-9808
Work History
IT Support Engineer
Resolution IT MEA DMCC
Dubai
06.2020 - Current
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed backup and recovery of data assets to safeguard system availability.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Defined controls and tuned performance of company database.
- Carried out in-depth needs assessments to determine document management requirements at department and individual user levels.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Exceeded goals through effective task prioritization and great work ethic.
- Planned and implemented networking and server changes to meet client budgets and needs.
- Analyzed and resolved LAN, VPN and wireless connectivity issues with advanced troubleshooting tactics.
- Implemented Microsoft Azure cloud solution, migrating x86 servers to cloud infrastructure.
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided consistent level of support for Windows servers and backup management.
System Network Administrator
Emirates Secretarial Services
Dubai
10.2019 - 02.2020
- Performed and adhered to change management requirements.
- Diagnosed and executed resolution for network and server issues.
- Designed and evaluated WAN and LAN connectivity technologies.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Led server infrastructure development, quality assurance, staging and production systems.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Performed network security design and integration duties.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Monitored networks and network devices to resolve technical problems quickly.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Monitored company inventory to keep stock levels and databases updated.
- Increased customer satisfaction by resolving issues.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Contributed to development, administration and testing of disaster recovery plans.
- Performed software installations and upgrades from Windows 7 to Windows 10 operating systems.
Network Engineer
VRS Technologies LLC
Dubai
09.2016 - 12.2018
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Performed virtual machine provisioning and VM priority setup.
- Managed, tracked and coordinated problem resolution and escalation processes.
- Configured and troubleshot VoIP and multi-media distributed systems and platforms.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Provided firewall and VPN management, security and incident response
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and group policies.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Provided basic end-user troubleshooting and desktop support
- Maintained servers and systems to keep networks fully operational during peak periods
Technical Support Engineer
Bharati Airtel
Vijayawada
04.2015 - 08.2016
- Configured hardware, devices and software to set up work stations for employees
- Patched software and installed new versions to eliminate security problems and protect data
- Removed malware, ransomware and other threats from laptops and desktop systems
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Managed over 50 customer calls per day.
Desktop Support Engineer
Government Tobacco Board
Mysore
01.2013 - 06.2014
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Configured hardware, devices and software to set up work stations for employees
- Removed and replaced malfunctioning components to correct hardware problems
- Helped streamline repair processes and update procedures for support action consistency
- Provided continued maintenance and development of bug fixes and patch sets for existing web applications
- Boosted network, system and data availability and integrity through preventative maintenance and upgrades
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
- Leveraged Active Directory to reset user passwords, create or delete user accounts, and assign account privileges according to established processes
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status
- Assisted end-users with conference room equipment setup and operation
- Identified scope of problem and provided operational and technical assistance to remedy
Collaborations
- Technip Energies
- Dubai Sports Council
- VAMM International
Education
B.Tech - Electrical, Electronics And Communications Engineering
JNTU Kakinada
Vijayawada, India 09.2008 - 04.2012
Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Microsoft Certified Azure Fundamentals ID: I210-9808
04-2022
Microsoft Certified 365 Fundamentals ID: b76p-sFKA
03-2021
IT Support Engineer
Resolution IT MEA DMCC
06.2020 - Current
System Network Administrator
Emirates Secretarial Services
10.2019 - 02.2020
Cisco Certified Network Associate (CCNA) ID: CSC013352577
08-2018
Network Engineer
VRS Technologies LLC
09.2016 - 12.2018
Technical Support Engineer
Bharati Airtel
04.2015 - 08.2016
Desktop Support Engineer
Government Tobacco Board
01.2013 - 06.2014
B.Tech - Electrical, Electronics And Communications Engineering
JNTU Kakinada
09.2008 - 04.2012