Manasa Gadela
@manasagadela
Technical Support Engineer delivering exceptional end-user IT support and efficient problem resolution.
United StatesWhat I'm looking for
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
IT Support Analyst
Tauck
Sep 2023 - Present (2 years 9 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.
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.
Education
Degrees, certifications, and relevant coursework
University of Bridgeport
Master of Science, Information Science
2022 - 2024
Completed a Master of Science program focused on computer and information science topics from August 2022 to April 2024.
Kalinga University
Bachelor of Technology, Computer Science and Engineering
2015 - 2019
Earned a Bachelor of Technology in Computer Science and Engineering between June 2015 and March 2019.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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