Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

INDU KOTHA

Hartford,Connecticut

Summary

IT Technical Support Specialist with four years of progressive experience providing expert-level support for Windows, macOS, and mobile endpoints. Adept at advanced troubleshooting, endpoint management, and identity access control, with proven expertise in tools like Microsoft Intune, Jamf, and Okta (SSO, MFA, lifecycle management). Skilled in deploying, maintaining, and optimizing hardware/software environments for enterprise users, and delivering outstanding customer support across phone, email, and Microsoft Teams channels. Highly proficient in ticketing systems, including ServiceNow and Zendesk, with a meticulous approach to documentation and problem resolution. Known for cross-functional collaboration, rapid issue resolution, and a strong commitment to continuous learning, and operational excellence.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Support Specialist

TechSolutions Inc.
Anytown, USA
07.2023 - Current
  • Perform advanced troubleshooting, repair, and resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets), ensuring high system availability and minimal disruption for over 500 users.
  • Utilize the ITSM ticketing system (ServiceNow) to meticulously document all work performed.
  • Deploy, update, optimize, and troubleshoot Windows-based and Mac-based workstations using Microsoft Intune and Jamf.
  • Manage hardware and software provisioning processes and maintain inventory of IT equipment.
  • Provide support for Okta-related issues (SSO, MFA, provisioning).
  • Coordinate with IT groups to meet SLAs and deliver customer service.
  • Identify root causes, resolve issues, and monitor support requests.
  • Escalate complex queries with full documentation.
  • Contribute to the internal knowledge base.
  • Monitored system performance to identify potential issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Generated reports to track performance and analyze trends.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Developed and implemented preventive maintenance procedures.
  • Assisted in development of system security protocols.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.

Junior IT Support Technician

Accenture
07.2021 - 07.2023
  • Provided support for hardware, software, and connectivity via phone, email, and Microsoft Teams.
  • Managed ticket queues and escalated issues using ticketing systems.
  • Deployed Windows laptops, desktops, and peripherals.
  • Onboarded new hires with laptops and account setups.
  • Supported Microsoft 365, and other applications.
  • Assisted with mobile and smart device support.
  • Documented support cases, and contributed to the knowledge base.
  • Partnered with senior technicians on projects.
  • Walked individuals through basic troubleshooting tasks.
  • Responded to telephone, email and in-person inquiries regarding [Item] operation, use and repair.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Updated documentation and produced reports.
  • Used ticketing systems to manage and process support actions and requests.
  • Installed, configured and maintained computer systems and network connections.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Patched software and installed new versions to eliminate security problems and protect data.

Education

Bachelor of Science - Civil Engineering

SRI INDU INSTITUTE OF ENGINEERING & TECHNOLOGY
RANGAREDDY, INDIA
05.2021

Skills

  • Operating systems: Windows 11/10, macOS (Sonoma, Ventura, Monterey), iOS, Android
  • Endpoint management: Microsoft Intune, AutoPilot, SCCM, MDT, Jamf (Casper), PXE boot, disk imaging
  • Identity and access management (IAM): Okta (SSO, MFA, user lifecycle management, directory integration, troubleshooting login flows), Azure AD, Active Directory (user/group management, GPO, password resets)
  • Ticketing systems: ServiceNow, Service Management, and Zendesk
  • Hardware: laptops (Dell, HP), desktops, kiosk machines, printers, monitors, webcams, headsets, mobile phones, smart devices, peripherals
  • Software and applications: Microsoft 365 Suite (Outlook, Excel, Teams, Word, PowerPoint, OneDrive), Adobe Creative Cloud, VPN clients, CrowdStrike Endpoint Protection, Airlock, and various business applications
  • Networking: TCP/IP, DNS, DHCP, Wi-Fi (80211), VPN, LAN/WAN, basic network troubleshooting
  • Communication tools: Microsoft Teams, phone, email
  • Troubleshooting: strong hardware and software troubleshooting skills, problem-solving mindset

Certification

  • CompTIA A+
  • Microsoft 365 Certified: Endpoint Administrator Associate
  • ITIL Foundation v4

Timeline

IT Support Specialist

TechSolutions Inc.
07.2023 - Current

Junior IT Support Technician

Accenture
07.2021 - 07.2023

Bachelor of Science - Civil Engineering

SRI INDU INSTITUTE OF ENGINEERING & TECHNOLOGY

Similar Profiles

CREATE PROFILE
INDU KOTHA