Open to opportunities

Manasa Gadela

@manasagadela

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Technical Support Engineer delivering exceptional end-user IT support and efficient problem resolution.

United States

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What I'm looking for

I am seeking a hands-on IT support role where I can provide end-user support, improve ticket resolution processes, document knowledge, and continue growing technically in a collaborative team-focused environment.

I am a Technical Support Engineer / IT Support Analyst with over five years of hands-on experience providing Tier 1 and Tier 2 support across Windows, macOS, and Linux environments. I excel at troubleshooting hardware, software, and network issues, managing Active Directory and Azure AD, and supporting Microsoft 365 applications.

At Tauck I supported 200+ end users with a 95%+ first-contact resolution rate, reduced repeat incidents by 25%, and improved ticket resolution time through documentation and root-cause fixes. Previously at Prione Business Services I resolved 30–40 tickets daily, led a Microsoft 365 migration for 120+ users with zero major downtime, and automated support tasks with PowerShell to save the team significant hours.

I am passionate about delivering efficient end-user support, creating clear knowledge-base content, and continuously learning new technologies to improve team efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

IT Support Analyst

Current

Tauck

Sep 2023 - Present (2 years 5 months)

Provided Tier 1 & Tier 2 support to 200+ end users, achieving a 95%+ first-contact resolution rate and reducing repeat incidents by 25% through root-cause fixes and documentation.

Active Directory Microsoft 365 ServiceNow VPN Ticketing Troubleshooting Patch Management

Technical Support Specialist

Prione Business Services

Jul 2019 - Mar 2022 (2 years 8 months)

Delivered remote and onsite IT support for Windows and macOS, resolving 30–40 tickets daily and improving ticket resolution time by 28% while maintaining a 96% CSAT.