Sai Kiran Mutyala
Edmonton,AB
Summary
Highly skilled Senior IT Support Specialist with over 7 years of experience managing and enhancing complex IT environments. Proven track record of implementing advanced solutions, optimizing system performance, and ensuring reliability. Adept at managing the entire IT infrastructure and delivering top-notch help desk support. Seeking to utilize expertise to drive efficiency and excellence within an organization. Experienced in troubleshooting technical problems, utilizing diagnostic tools and customer service skills to resolve issues promptly. Possesses extensive knowledge of network configurations and software installations, ensuring optimized system performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior IT Technical Support
Info-Tech Research Group
04.2023 - Current
- Company Overview: Canada
- Utilizing troubleshooting tools and techniques to diagnose issues and implement necessary control actions to maintain service availability and performance, aligning with relevant Service Level Agreements
- Managed approximately 30 incoming calls, emails and per day from End Users.
- Redirecting the tickets to different departments as per the concerns of the users through the ticketing tool Service now (SNOW)
- Serve as the primary contact point for Users seeking technical assistance via phone or email
- Assisting with problems related to Outlook, Teams, and other Microsoft applications
- Assess issues based on customer-provided details to determine the best solution
- Guide customers through the troubleshooting process
- Provide accurate information about IT products or services
- Document events, problems, and their resolutions in logs
- Follow up and update users status and information
- Relay users feedback or suggestions to the appropriate internal team
- Identify and propose potential improvements to procedures
- Monitor system performance and troubleshoot issues using CLI-based utilities
- Managing Data Loss Prevention (DLP) tickets and Azure Security Sentinel tickets
- Using the Microsoft Exchange Tool to hide the users from GAL and provide access to AD groups
- Updating policies related to spam and virus prevention
- Configure Microsoft Authenticator for new users and assist those encountering issues with the Authenticator
- Perform remote troubleshooting using diagnostic techniques and relevant questions
- Facilitating the Onboarding of new employees via calls, including guiding them through the login process on their PCs and setting up their computers using the GotoAssist remote connect
- Assigning mailbox access using Microsoft admin tool, revoking licenses, and blocking user sign-ins during the offboarding process
- Utilizing Active Directory for tasks such as unlocking user accounts, resetting passwords, and adding memberships
- Leveraging Microsoft Azure to unassign memberships, view sign-in logs, manage authentication devices by adding or removing them, and check the status of devices, among other functions
- Educating users about phishing attempts through emails and raising awareness
- Responding to phishing attempts by employing techniques like Message Tracing, URL scanning, and blocking malicious domains and senders using Microsoft Defender
- Handling CrowdStrike tickets and managing Endpoint Security
- Escalate unresolved issues to the next level of support personnel
- Conducting regular quick scans and full scans for Virus and Threat Protection on user systems
- Ensuring that users' PCs are up to date with Windows Defender Firewall
- Decoding URLs for virus scanning through URL scanning procedures
- Addressing user tickets related to hardware, software, and networking concerns
- Install and configure Linux operating systems on servers and workstations
- Utilize command-line interface (CLI) tools for system administration tasks
- Maintaining and supporting network and desktop hardware, including laptops, printers, and mobile devices
- Providing on-call support encompassing software, hardware, and networking assistance for desktops, laptops, printers, and servers
- Performing software updates as and when required
- Adding and removing the users account from Salesforce
- Adding Memberships in Salesforce
- Canada
IT Systems Support Engineer (Consultant)
Optus telecommunications Pty ltd
03.2022 - 03.2023
- Company Overview: Sydney Australia
- Provide face to face, via email and over the phone as well as remote desktop services and higher level technical and troubleshooting to the wide range of users
- Record technical issues and solutions in logs
- Using Clarify for ticketing and solving tickets within the File pro maker
- Research hardware and software and latest technologies
- Running regular quick scan and full scan for Virus and Threat Protection on user system
- Address user tickets regarding hardware, software and networking
- Maintain network and desktop hardware, laptops, printers and mobile devices
- Provide onsite support including software, hardware and networking support for desktops, laptops, printers and servers
- Perform software updates when required
- Monitor the performance and availability of VOIP systems
- Diagnose and resolve issues related to call quality, connectivity, and configuration
- Creating VDI Machines in AWS
- Implement and maintain VOIP protocols and standards
- Test and certify PC's, networks, servers and client approved applications
- Help create technical documentation and manuals
- Using Service Now Ticketing tool to clarify the Tickets
- Using Active directory for adding the user to groups, licenses, password resets, creating admin account…
- Etc
- Pushing the required application through SCCM software deployment tool
- Implement and maintain backup and recovery procedures for Linux systems
- Monitor system performance and troubleshoot issues using CLI-based utilities
- Configure networking and storage settings on Linux servers
- Onboarding and off boarding IT Asset management
- Assigning TCP/IP for the Optus store to install IP Printers and other IT Equipment’s
- Working on Windows server 2012 and Windows server 2016
- Deployment of assets from Win7 to Win10
- Backup and Restore of Data using the Retrospect Software
- Using Server Manager, Configuration Management tool
- Using Team admin, Intune and JAMF to handle the corporate devices
- Sydney Australia
IT Operations Engineer (Consultant)
Genpact Private Ltd
12.2021 - 03.2022
- Company Overview: Client: DENTSPLY Sirona USA
- Working with Client directly from India as a Operations engineer
- We receive tickets to service now and Global service desk from IT help desk and we work as a L2 and L3 Support to Organization
- Creating Active directory account to new users
- Creating Admin account to users in organization
- Setting up shared mailbox for the users using PowerShell
- Re-enable and Disable the Admin account and user accounts and provide details through mail communications
- Creating service accounts and Machine accounts
- Re-enabling the User’s mailbox using Administrative Exchange PowerShell
- Changing employment status from Temporary to Permanent
- Creating Distribution List and OU in AD
- Working on Microsoft Exchange Admin to provide Mailbox delegations, adding SMTP etc
- Working on Microsoft Admin center to enable Mail Forwarding, checking Available Licenses and adding out of office to user’s Mailbox
- Using Teams Admin to create New Teams group and adding owners to it as per the company Naming standards
- Assigning Microsoft License, Adobe Licenses, Azure, ITSM etc
- To Dentsply users
- Good Knowledge on PowerShell
- Using change Auditor to verify the change details
- Working on Windows server 2016
- Working on Azure AD
- Client: DENTSPLY Sirona USA
IT Support Engineer (Consultant Technology)
Atlantis Software Private Ltd
03.2020 - 10.2021
- Company Overview: Client: Virtusa – Project client: Blooming Brands, USA
- Hired for VIRTUSA as a contract employee and working on a big project called BLOOMIN BRANDS Restaurant SUPPORT
- Duties includes
- Works on call support for the USA clients and provide IT support for restaurant people
- Deal with the router, printer, outlook issues
- Works on setting up computers, new laptops, and iPads
- Dealing with VPN and office 365 product issues
- Works on Active Directory, user, password creation and deleting accounts safely
- Deal with all types of monitors, iPad’s, portable tablets too
- Deal with Posi software’s and EMV machines
- Making tickets, ordering new products to clients from service catalog and works on Service now
- SLA Management and good knowledge of IP addressing and allocating
- Very good knowledge of OS (XP, win8 and Win10)
- Worked for Windows server 2016 and noted log reports
- General Idea about Linux and AWS environment too
- Adding user to Mitel Directory, Shoretel and Helping the user in Mitel
- Client: Virtusa – Project client: Blooming Brands, USA
Sr IT Support Team member
Woolworths Pty Ltd
04.2016 - 04.2020
- Company Overview: Sydney Australia
- Providing L1 and L2 Support for Windows servers environment
- Working on Service now (Service Now) incident management (ticket) tool for troubleshooting
- Different server and service-related issues
- Installing and configuration of Active directory Domain service in windows server 2012 R2
- Configuring Terminal services / DNS / DHCP server / Creation of OU (Organizational units in Active directory Domain services
- Configuring Active directory federation to provide access to internal applications for external users
- Patch management using Windows Server Update services
- Installing Operating system Using windows Deployment services
- Monitoring of server logs using Event Viewer
- Citrix Xen-Desktop, VMware ESXI Virtualization support
- Sydney Australia
IT Desktop Support Engineer
Tek bytes Pty Ltd
06.2019 - 01.2020
- Company Overview: Client: Optus telecommunications Pty ltd, Sydney Australia
- Provide face to face, via email and over the phone as well as remote desktop services and higher level technical and troubleshooting to the wide range of users
- Record technical issues and solutions in logs
- Using Clarify for ticketing and solving tickets within the File pro maker
- Research hardware and software and latest technologies
- Provide guidelines for client training in the use and maintenance of EUC systems and facilities
- Use troubleshooting tools and techniques to diagnose and implement control actions as necessary to ensure availability including performance in terms of capacity, utilization, and availability in accordance with relevant Service Level Agreements
- Address user tickets regarding hardware, software, and networking
- Maintain network and desktop hardware, laptops, printers, and mobile devices
- Provide onsite support including software, hardware and networking support for desktops, laptops, printers, and servers
- Perform software updates when required
- Integrates SIP-based devices with PBX systems
- Configures SIP trunks for external connectivity and call routing
- Test and certify PC's, networks, servers, and client approved applications
- Help create technical documentation and manuals
- Business Application Deployments & Upgrades
- Client: Optus telecommunications Pty ltd, Sydney Australia
Education
Master’s in information systems (MIS) -
university of Southern Queensland
Graduation in the Stream of B.com - Computers
Osmania University
Hyderabad, TelanganaSkills
- Windows Server 2008-2016
- Exchange server administration
- O365 administration
- Service Now incident Management
- ITIL Framework
- Updating and Patching Windows Servers
- SCCM
- Backup Tool Retrospect
- Team administration
- PowerShell Scripting
- Active Directory
- Azure Fundamentals
- Remote Tools
- AWS
- VMware
- GITBASH
- GITHUB
- Jenkins
- Maven
- Salesforce
- Mitel Directory
- Chorus
- Microsoft Endpoint Protection
- Microsoft Azure
- Microsoft Defender
- SharePoint
- Power BI
- Linux
- Hardware Installation
- Remote Desktop Support
- Operating System Support
- Help Desk Support
- Network Administration
- Ticketing System Experience
- Mobile Device Management
- Database Administration
- Asset Management
- Printer Support
- Active Directory Management
- End-User Training
- Virtualization Technologies
- Server maintenance
- Incident Management
- System Configuration
- Software Deployment
- Wireless Networking
- Security Protocols
- Disaster Recovery Planning
- VoIP Systems
- Application support
- Patch management
- Software diagnosis
- Technical issues analysis
- TCP/IP
- LAN/WAN
- Network configuration
- Systems Analysis
- Microsoft Office Specialist (MOS) Expert
- Account Management
- Account updating
- User credential management
- Access issue resolution
- Videoconferencing
- Network diagnostics
- Performance Testing
- System Administration
- Information Protection
- Support scenario generation
- Windows 10
- Appointment Scheduling
- Service support
- Technical Troubleshooting
- Product Troubleshooting
- Ticket management
- Ticket support system management
- Microsoft Outlook
- Complaint resolution
- Application installations
- User Support
- Hardware diagnostics
- Data Recovery
- Hardware upgrades
- Business Development
- Technical documents comprehension
- Mac systems
- Software Upgrades
- Hardware and Software Configuration
- Troubleshooting Network Issues
- System Maintenance
- Software Patches
- Hardware Evaluations
Accomplishments
- Endorsements in software development and mobile applications.
- Contributed to a reduction in operational costs of 50%.
- Promoted to Senior Help Desk after 12 months of employment.
- Resolved product issue through consumer testing.
- Collaborated with team of infrastructure in the development of Windows 11 Upgrades.
- Supervised team of 10 staff members.
Certification
- Google IT Support Specialization
- IT Security: Defense against the digital dark arts
- Operating systems and you: Becoming a Power User
- Systems Administration and IT Infrastructure Services
- Technical Support Fundamentals.
- The Bits and Bytes of Computer Networking.
- ITIL 4 Exam Preparation Certificate.
- Azure AZ-900 Fundamentals.
References
References can be provided if needed.
Workrights
Holding Permanent Residency of Canada.
Languages
English
Full Professional
Hindi
Full Professional
Timeline
Senior IT Technical Support
Info-Tech Research Group
04.2023 - Current
IT Systems Support Engineer (Consultant)
Optus telecommunications Pty ltd
03.2022 - 03.2023
IT Operations Engineer (Consultant)
Genpact Private Ltd
12.2021 - 03.2022
IT Support Engineer (Consultant Technology)
Atlantis Software Private Ltd
03.2020 - 10.2021
IT Desktop Support Engineer
Tek bytes Pty Ltd
06.2019 - 01.2020
Sr IT Support Team member
Woolworths Pty Ltd
04.2016 - 04.2020
Graduation in the Stream of B.com - Computers
Osmania University
Master’s in information systems (MIS) -
university of Southern Queensland
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