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sivaprasad reddy

@sivaprasadreddy

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Resourceful Technical Support Engineer

India

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What I'm looking for

Looking for a challenging role that utilizes my technical expertise and provides opportunities for growth and development in a collaborative environment.

As a seasoned Technical Support Engineer with over 6 years of experience, I have honed my skills in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. My first-rate troubleshooting, diagnostic, and repair skills, combined with a strong attention to detail and systematic approach, have enabled me to excel in fast-paced environments.

Throughout my career, I have worked with various technologies, including Windows, Mac, Chrome OS, Linux, and Android/IOS devices. My expertise in application support, software installation, asset management, vendor management, and data recovery has allowed me to provide top-notch support to end-users. I am well-versed in IT infrastructure library (ITIL) and have experience with ITSM software, including Service Management and Ticketing.

I am a team player with excellent collaboration and communication skills, having worked with cross-functional teams to resolve complex technical issues. My ability to work under pressure, think critically, and provide timely solutions has earned me a reputation as a reliable and efficient technical support engineer.

Experience

Work history, roles, and key accomplishments

Senior IT Engineer

Movate (Google Project)

Apr 2022 - Mar 2024 (1 year 11 months)

Managed end-user support via remote calls, chats, and emails, handling 15-20 requests daily. Worked with GCP infrastructure, onboarding contractors and interns, and resolving security key issues. Ensured accurate asset management and provided timely updates to users.

GCP Remote Management Asset Management Security Management User Support SLA Management Cloud Services Team Collaboration ITIL

IT Asset Support

Adecco (Amazon Project)

Jun 2021 - Mar 2022 (9 months)

Provided technical support for AWS, handling 15-30 client issues daily across multiple regions. Utilized Remedy and SIM for ticketing, and guided users on MFA for VPN connectivity. Analyzed network issues using monitoring tools.

AWS Technical Support Ticketing Tech Support MFA Client Communication Problem Solving Documentation

Customer Support Engineer

Uneecop’s Technologies

Sep 2017 - Mar 2020 (2 years 6 months)

Delivered installation and training for digital classrooms in educational institutions. Conducted training sessions for over 150 institutions on equipment usage and application connectivity, ensuring effective operation of virtual classrooms.

Customer Support Training Troubleshooting Video Conferencing Education

Desktop Support Engineer

Impact Infotech

Feb 2016 - Sep 2017 (1 year 7 months)

Provided technical support across multiple locations, troubleshooting hardware issues and assisting users with technology-related problems. Documented processes and trained users on basic application usage.