Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Siva Songali

Siva Songali

Mumbai,AP

Summary

Results-oriented Desktop Support Engineer with 3.5+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Desktop Support Engineer

Puma Energy
07.2024 - Current
  • Managed service desk operations, monitoring ticket queues and ensuring 98% of tickets were resolved within SLA, maintaining a professional approach
  • Installed, configured, and maintained computer hardware and software for 300+ devices, improving system reliability and user experience
  • Implemented ITIL processes across IT operations, ensuring high-quality and efficient IT service delivery, reducing incident escalation by 20%
  • Provisioned and terminated Active Directory accounts for 200+ users, ensuring adherence to compliance and security protocols
  • Maintained and updated the IT inventory, tracking over 500 assets to improve resource management and reduce downtime
  • Collaborated with vendors and third parties to streamline service delivery, achieving 15% cost reduction in vendor contracts
  • Diagnosed and rectified network connectivity issues, decreasing network downtime by 40% and improving employee productivity by 25%; critical to daily operations of 300+ employees
  • Supported Cisco Webex, Skype, and Avaya phone systems, enabling seamless communication for global teams
  • Handled software installation and configuration for Windows 10/11 and Linux systems, achieving a 30% reduction in system deployment time
  • Ensured smooth onboarding of new employees, setting up accounts, and providing technical support for 100+ hires
  • Proactively identified and resolved recurring system issues, reducing ticket recurrence
  • Monitored and applied agreed-upon IT operational processes, maintaining consistent delivery of IT services
  • Provided technical support for desktop environments, resolving user issues efficiently.
  • Configured and deployed hardware and software solutions to enhance operational efficiency.
  • Led troubleshooting efforts for network connectivity problems, minimizing downtime for users.
  • Mentored junior team members in best practices for desktop support and system maintenance.
  • Improved incident response times by implementing streamlined ticketing processes with ITSM tools.
  • Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing infrastructure.
  • Conducted training sessions for staff on software updates and cybersecurity awareness initiatives.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
  • Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
  • Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
  • Troubleshot potential problems and eliminated before issues escalated or cascaded.
  • Walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Collaborated with IT teams to deploy system updates, minimizing disruptions to users.

IT Help Desk Technician

The Liberty Company
11.2022 - 07.2024
  • Spearheaded IT operations, resolving tickets within SLA, ensuring smooth business operations
  • Provided support for Windows/Linux systems, reducing system downtime by 30%
  • Collaborated with global teams (U.S., Costa Rica, India) for resolving cross-regional IT issues
  • Delivered technical support to over 300 end-users, resolving hardware and software issues
  • Managed Active Directory tasks, including user account creations and terminations, ensuring security compliance
  • Administered IT systems (Microsoft Office365, SCCM) and ticketing tools (Atera, ServiceNow), achieving reduction in ticket resolution time
  • Configured and maintained 500+ devices (Windows 10/11, Linux), streamlining onboarding for employees annually
  • Resolved 50+ network outages by diagnosing TCP/IP, DNS, and DHCP issues, collaborating with vendors to implement robust solutions; decreased system downtime by 15% and improved network stability
  • Set up AWS cloud accounts for remote workers and implemented two-step verification via Microsoft Authenticator, enhancing data security
  • Handling issues with AMS, IR, EPIC, and Hawksoft programs (US insurance).
  • Resolved technical issues for end-users, ensuring minimal downtime and enhancing user satisfaction.
  • Provided remote support via ticketing system, troubleshooting hardware and software problems efficiently.
  • Trained new staff on help desk procedures and best practices, fostering a knowledgeable team environment.
  • Collaborated with cross-functional teams to implement IT solutions that improved service delivery processes.
  • Tested new software and hardware prior to deployment.
  • Installed, configured and maintained computer systems and network connections.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.

Supporting Executive

Pulsus Health Tech Pvt. Ltd
12.2021 - 10.2022
  • Managed IT tickets for login credentials, password setups, and system-related issues, ensuring prompt resolution to maintain workflow continuity
  • Performed software installation, troubleshooting, and hardware setup for desktops, laptops, and networking devices with a high accuracy rate
  • Provided telephonic IT support to end-users, collaborating with vendors and client teams to resolve issues efficiently
  • Troubleshot and resolved MS Windows, Office, and networking issues, enhancing system reliability and reducing downtime

Process Executive

Patra India BPO Services
10.2019 - 11.2021
  • Supported U.S. insurance processes, including Loss Runs, COIs, quoting, and data entry using EPIC, AMS, and IR applications, ensuring accuracy and compliance
  • Coordinated with clients to resolve insurance-related queries, maintaining strong client relationships and ensuring process efficiency

Education

Computer Science

Andhra University
Visakhapatnam
05-2019

Skills

  • TECHNICAL SKILLS:
  • Systems and Tools: Microsoft Office365 Admin, Atera, ServiceNow, Jira, SCCM, Ivanti, Microsoft Azure, Microsoft Intune, Amazon EC2, Cisco Webex, Skype, Avaya Phone System, AWS, Citrix, Desktop & Remote Support, Desktop support, Microsoft Products, Teams, Share Point, Basic knowledge of SQL, Active Directory, IAM concepts, Familiarity with SSO and MFA
  • Networking:
  • TCP/IP, DNS, DHCP, UniFi, Cisco/CCNA
  • Hardware/Software:
  • Installation, configuration, maintenance of Windows 10/11, Mac, Linux systems, CompTIA Network and peripherals
  • Processes and Frameworks:
  • ITIL Management, IT Service Ticketing, Inventory Management, IT Infrastructure
  • Data backup and recovery
  • Windows operating system
  • Remote desktop support
  • End user support
  • ActivTrak
  • Incident management
  • Mobile device management
  • IT security management
  • Hardware and software upgrades
  • Advanced troubleshooting
  • Device installation
  • Hardware and software repair
  • User support
  • System maintenance
  • Technical issues analysis

Certification

  • AWS Cloud Practitioner Essentials
  • ITIL V4 (IT Service Management)

Languages

English
Advanced (C1)
Hindi
Advanced (C1)
Telugu
Bilingual or Proficient (C2)
Tamil
Intermediate (B1)
Marathi
Elementary (A2)

Timeline

Desktop Support Engineer

Puma Energy
07.2024 - Current

IT Help Desk Technician

The Liberty Company
11.2022 - 07.2024

Supporting Executive

Pulsus Health Tech Pvt. Ltd
12.2021 - 10.2022

Process Executive

Patra India BPO Services
10.2019 - 11.2021

Computer Science

Andhra University

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Siva Songali