Hi, I’m
Lakshmi Sumana
Chicago,IL
Summary
IT Support Specialist with 5+ years of experience delivering Level 1 and Level 2 technical support in dynamic, fast-paced environments. Proven expertise in troubleshooting hardware, software, network, and security issues across Windows, Mac, and Linux platforms. Skilled in managing cloud services (AWS, Azure AD), endpoint security, and remote support tools to enhance system reliability and user productivity. Adept at incident management using ServiceNow and Jira, with a track record of reducing downtime and improving SLA compliance. Strong collaborator and communicator, committed to empowering users through training and streamlined IT processes.
Overview
6
years of professional experience
1
Certification
Work History
State of Georgia
IT Support Specialist
01.2024 - 07.2025
Job overview
- Delivered Level 1 and Level 2 technical support to 500+ end users by diagnosing hardware, software, network, and peripheral issues, reducing system downtime by 35%.
- Installed, configured, and maintained 300+ desktops, laptops, printers, and mobile devices across Windows and Mac environments, improving device readiness by 40%.
- Troubleshot and resolved Active Directory, Microsoft Office Suite, VPN, and email client issues, achieving a 90% first-contact resolution rate.
- Diagnosed network connectivity problems including Wi-Fi, IP configuration, and firewall settings, increasing network availability to 99.8%.
- Documented support activities and maintained system configurations, updating user guides that boosted knowledge sharing efficiency by 30%.
- Collaborated with cross-functional teams to escalate and resolve complex technical issues, shortening average resolution time by 25%.
- Performed routine system backups and ensured data integrity, contributing to 100% compliance with disaster recovery policies.
- Assisted with software deployments and updates via remote management tools and on-site support, reducing deployment failures by 20%.
- Conducted user training sessions on IT best practices and new software applications, increasing user adoption rates by 45%.
- Managed support requests through ServiceNow and Jira ticketing systems, closing 95% of tickets within SLA targets.
City of Phoenix
Support Specialist
01.2023 - 11.2023
Job overview
- Spearheaded the migration of 400+ users to a new VPN platform, improving remote access reliability by 45% and enhancing security protocols.
- Diagnosed and resolved complex multi-platform software issues using remote tools, achieving a 92% resolution rate within the first 24 hours.
- Coordinated cross-departmental efforts to upgrade network infrastructure, resulting in a 35% increase in network speed and 99.7% uptime.
- Developed comprehensive troubleshooting guides and training materials, increasing team efficiency and reducing onboarding time by 20%.
- Monitored and maintained endpoint security software across all devices, reducing malware incidents by 50%.
- Maintained detailed documentation of support interactions, preserving valuable insights for future reference and analysis, improving knowledge retention by 30%.
- Acted as a liaison between clients and development teams, facilitating timely communication during critical incidents, reducing incident resolution time by 25%.
Freshdesk
IT Support Engineer
07.2020 - 08.2022
Job overview
- Implemented proactive monitoring and alerting systems using Nagios and SolarWinds, reducing system downtime by 40%.
- Resolved over 100 weekly user support requests related to hardware, software, and network issues, improving end-user satisfaction scores by 35%.
- Configured and maintained Windows Server environments and Active Directory, streamlining user account management for 600+ employees.
- Automated routine IT tasks with PowerShell scripts, cutting manual workload by 25% and speeding up response times.
- Collaborated with cybersecurity teams to enforce compliance with IT security policies, reducing vulnerabilities by 30%.
- Conducted regular training workshops on cybersecurity awareness, increasing employee participation by 50%.
Razorpay
IT Support Analyst
06.2019 - 06.2020
Job overview
- Provided basic technical support to 100+ end users, resolving hardware and software issues to maintain daily operations.
- Assisted with setting up and configuring desktops and printers in both Windows and Mac environments.
- Supported network connectivity troubleshooting, including Wi-Fi and VPN access, improving user access reliability.
- Documented support requests and solutions in the ticketing system, helping build a knowledge base for the team.
- Collaborated with senior technicians to escalate and resolve more complex technical problems promptly.
Education
University of Alabama At BirminghamBirmingham, AL
Master of Science from Computer Science
04-2024
Skills
Cloud Platforms & Services: AWS (EC2, S3, Lambda, RDS, DynamoDB, CloudFront, API Gateway, SQS, SNS), Azure AD, Microsoft 365 (Outlook, Teams, Exchange Online), Zoom
Endpoint Management & Security: Microsoft Intune, Endpoint Manager, McAfee Endpoint Security, SafeBoot recovery, VPN (Ivanti Secure Access), Multi-Factor Authentication (RSA SecurID)
Remote Support Tools: BeyondTrust, Citrix Workspace, Azure Virtual Desktop
Operating Systems: Windows 10/11, Mac OS, Linux, iOS, Android
Incident Management: ServiceNow, Jira, SLA tracking, root cause analysis
Networking & Connectivity: TCP/IP, DNS, HTTP/s, VPN configuration and troubleshooting, LAN/WAN troubleshooting
System Administration: Active Directory, Azure AD, user provisioning, Group Policy Objects (GPOs), password resets
Scripting & Automation: PowerShell scripting for task automation
Monitoring & Backup: Nagios, SolarWinds, system backups, data integrity maintenance
Collaboration & Communication: Cross-functional team collaboration, user training, client liaison
Certification
AWS Certified Cloud Practitioner
CompTIA Security+
Timeline
IT Support Specialist
State of Georgia
01.2024 - 07.2025
Support Specialist
City of Phoenix
01.2023 - 11.2023
IT Support Engineer
Freshdesk
07.2020 - 08.2022
IT Support Analyst
Razorpay
06.2019 - 06.2020
University of Alabama At Birmingham
Master of Science from Computer Science
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