Adarsh Puppala
Summary
Information systems graduate with practical experience in IT support and troubleshooting. Proficient in Active Directory administration, ServiceNow ticket management, and comprehensive documentation. Recognized for improving user satisfaction through effective problem-solving in dynamic environments.
Overview
3
3
years of professional experience
Work History
Desktop Support Engineer
ENcloud Services
Katy, US
09.2023 - 11.2023
- Delivered technical troubleshooting and support for desktops, laptops, printers, and enterprise systems, enhancing user satisfaction in a fast-paced environment.
- Diagnosed and resolved hardware, software, network connectivity, and system access issues.
- Performed Active Directory tasks, including password resets, account unlocks, and user access management.
- Assisted with device setup, configuration, and deployment of peripherals and workstation environments.
- Supported SCCM-based software installation, updates, and system imaging processes.
- Coordinated ServiceNow ticket management, ensuring effective incident logging, prioritization, troubleshooting, and compliance with SLAs.
- Conducted basic network troubleshooting including IP configuration and connectivity checks.
- Created and maintained detailed documentation and support logs to ensure audit compliance and improve operational tracking.
E-Sports Team Supervisor
State University of New York at Farmingdale
Farmingdale, US
02.2022 - 04.2023
- Supervised gaming lab operations for 50+ concurrent users, ensuring optimal performance of PC systems.
- Coordinated events and activities, boosting program participation by 25% through strategic engagement initiatives.
- Assisted students with PC setup, troubleshooting hardware, and resolving network connectivity issues to enhance user experience.
- Maintained organized workstation environments and ensured system readiness for daily operations.
IT Help Desk Technician
Geniies IT Services
Coimbatore, India
12.2020 - 07.2021
- Provided technical support for desktops, laptops, printers, and peripheral devices, enhancing user experience for 100+ users.
- Resolved device connectivity, printing issues, and general technical troubleshooting, improving user satisfaction.
- Performed hardware troubleshooting, device setup, and system configuration to maintain operational readiness.
- Conducted system diagnostics, health checks, and routine maintenance to minimize downtime.
- Recorded incidents and service activities in ticketing systems, ensuring accurate documentation for effective troubleshooting.
Education
Masters - Computer Information Science
New Jersey Institute of Technology
Newark, NJ, US12-2025
Bachelor of Science (B.S.) - Computer Engineering
Farmingdale State College
Farmingdale, NY, US05-2023
Skills
- IT support and troubleshooting
- Hardware and software configuration
- ServiceNow ticketing knowledge
- Active Directory administration
- Networking fundamentals
- Incident management and resolution
- Root cause analysis
- Technical troubleshooting
- Customer service excellence
- Network connectivity solutions
- Remote desktop support
Timeline
Desktop Support Engineer
ENcloud Services
09.2023 - 11.2023
E-Sports Team Supervisor
State University of New York at Farmingdale
02.2022 - 04.2023
IT Help Desk Technician
Geniies IT Services
12.2020 - 07.2021
Masters - Computer Information Science
New Jersey Institute of Technology
Bachelor of Science (B.S.) - Computer Engineering
Farmingdale State College