Hiranmayi Vinnakota
Dallas,TX
Summary
Reliable and resourceful with strong aptitude for problem-solving and customer service. Demonstrates thorough understanding of software and hardware troubleshooting, paired with adeptness in network configuration and system maintenance. Committed to enhancing user experience and ensuring seamless technical operations.
Developed technical expertise in fast-paced IT environment, including troubleshooting, system maintenance, and customer support. Seeking to transition into new field utilizing strong analytical and problem-solving skills. Proven ability to adapt and thrive in dynamic, technology-driven settings.
Attentive Desktop Support Technician with 2 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
2
2
years of professional experience
Work History
Desktop Support Technician
General Dynamics Information Technology Inc
05.2023 - Current
- Provided hands-on and remote desktop support to 250+ end-users, resolving hardware, software, and network-related issues with a 95% SLA adherence rate
- Performed operating system installations, updates, and software deployments using SCCM and other imaging tools
- Managed Active Directory tasks, including user account creation, group policy updates, and permissions management
- Diagnosed and resolved network connectivity issues (TCP/IP, DNS, DHCP), collaborating with the network engineering team when necessary
- Maintained and supported printers, scanners, and other peripherals, ensuring 99% uptime for essential office equipment
- Created and updated technical documentation, user guides, and troubleshooting FAQs to support end-user training
- Provided outstanding customer service, reducing ticket resolution times by 20% compared to the previous year
- Monitored and resolved daily technical support tickets using ServiceNow, consistently exceeding SLA targets
- Configured and maintained user accounts in Office 365, including mailbox setup, SharePoint access, and Teams configurations
- Conducted routine system health checks and proactively addressed potential hardware and software issues to minimize downtime
- Implemented endpoint protection measures and performed virus/malware removal to ensure system security and compliance
- Trained end-users on new hardware, software, and IT policies, resulting in a 25% decrease in recurring support issues
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Enhanced user experience by customizing desktop environments to meet individual preferences and needs.
IT Support Intern
UPS
10.2022 - 04.2023
- Delivered first-line IT support for over 100 users, resolving issues related to software, hardware, and peripherals
- Assisted in hardware installations, including desktops, laptops, and VoIP phones, ensuring seamless integration for new employees
- Documented resolutions and recurring issues in ServiceNow, streamlining the knowledge base for the support team
- Supported software installations, upgrades, and troubleshooting for Windows 10, macOS, and Microsoft Office 365
- Collaborated with senior IT staff on network troubleshooting tasks, gaining hands-on experience with VLANs and VPN setups
- Conducted IT equipment inventory audits, ensuring accurate asset tracking and compliance
- Participated in a company-wide hardware refresh project, deploying 150+ new laptops and desktops with minimal disruption
- Performed basic network troubleshooting, including resolving IP conflicts, resetting switches, and troubleshooting Wi-Fi connectivity
- Assisted with the migration of legacy systems to cloud-based platforms, improving accessibility and reducing downtime
- Assisted in onboarding and offboarding processes, ensuring secure data transfers and hardware recovery
- Configured and troubleshot VPN setups for remote employees, enabling secure access to company resources
- Ensured accurate record-keeping by diligently updating CRM system with relevant customer information following each interaction.
Education
Bachelor of Science - Electronics And Communications Engineering
NRI Institute of Technology
India05-2022
Skills
- Windows 7/10/11
- MacOS
- Linux (Ubuntu, CentOS)
- Microsoft Office 365 (Word, Excel, Outlook, PowerPoint)
- ServiceNow
- Jira
- Microsoft Teams
- VMware Workstation
- Hyper-V
- TCP/IP
- Desktops
- Printers
- Scanners
- Monitors
- Peripheral Devices
- Windows Defender
- Malwarebytes
- User and group management
- TeamViewer
- AnyDesk
- Microsoft Azure (user management)
- Ticketing system proficiency
- Remote desktop support
- Help desk experience
- Windows Deployment Services (WDS)
- Basic PowerShell scripting
Timeline
Desktop Support Technician
General Dynamics Information Technology Inc
05.2023 - Current
IT Support Intern
UPS
10.2022 - 04.2023
Bachelor of Science - Electronics And Communications Engineering
NRI Institute of Technology
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