Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sesha Sai Pallapothu

Union City,CA

Summary

Detail-oriented IT Support Engineer with 4 years of experience delivering comprehensive technical support and troubleshooting complex IT systems. Skilled in enhancing IT infrastructure, streamlining workflows, and implementing automation solutions. Proficient in operating systems, corporate networking, hardware asset management, and scripting for improved efficiency. Known for exceptional customer service and effective communication in dynamic IT support environments.

Overview

6
6
years of professional experience

Work History

IT Support Engineer

Optum
Eugene, OR
01.2024 - Current
  • Spearheaded technical support across multiple locations, including device provisioning, user migration, and domain integration, for a seamless onboarding experience.
  • Administer Windows Hello biometric setup, docking station configurations, peripheral devices, and browser settings for optimized productivity.
  • Configure network resources such as printers and network drives to ensure seamless access to critical applications (MS Outlook, Teams, and OneDrive).
  • Decommission legacy systems, manage hardware returns and coordinate updates to migration timelines by collaborating with IT resources for rapid issue resolution.
  • Automate specialized application installations (e.g., scanner drivers) using PowerShell and Command Line tools to enhance deployment efficiency.
  • Designed and implemented a hardware asset tracking system for 1,000+ devices, ensuring accurate inventory management and compliance.
  • Reduced average ticket resolution times through proactive monitoring and process streamlining.

IT Support Engineer

Innoviz Technologies
San Francisco, CA
06.2020 - 12.2021
  • Delivered technical support to over 500 employees, achieving a 20% reduction in ticket resolution times through enhanced troubleshooting and automation.
  • Performed imaging and deployment of Windows 10 systems utilizing USB-based setups, adhering to company standards, and optimizing onboarding procedures.
  • Administered Active Directory and Group Policy to enforce secure user account management and company security protocols.
  • Resolved complex network issues, including VLAN, VPN, and LAN/WAN configurations, ensuring minimal downtime and improved system reliability.
  • Developed automated scripts using PowerShell to streamline application installations and reduce setup times by 30%.
  • Implemented proactive monitoring tools to identify potential system failures, reducing downtime by 15%.
  • Managed hardware asset inventory and documentation, ensuring compliance with organizational policies.
  • Provided exceptional customer service, consistently achieving high satisfaction scores.

Technical Support Engineer

Amazon
Austin, TX
05.2019 - 05.2020
  • Delivered expert technical support to clients via multiple communication channels, achieving high levels of customer satisfaction.
  • Performed system resets and reimaging processes, restoring system functionality, and minimizing downtime.
  • Updated and maintained internal knowledge bases, ensuring accurate troubleshooting guides for technicians.
  • Collaborated with software development teams to identify and resolve software bugs, improving product reliability and user experience.
  • Facilitated seamless deployment of new software versions, ensuring minimal operational disruptions.
  • Managed escalated service desk tickets, providing advanced technical assistance for critical enterprise applications.

Education

Master of Science - Data Science

Bowling Green State University
Bowling Green, OH
12-2023

Skills

  • Technical Skills: Operating System Troubleshooting, Root Cause Analysis, Debugging, Network Configuration (LAN/WAN, VLAN, VPN), Hardware Asset Management, System Imaging, Data Backup and Recovery, Wi-Fi Connectivity Troubleshooting, Network Printer Configuration, Network Drive Mapping
  • Tools and Technologies: Microsoft Windows OS, MS Office 365, Active Directory, Group Policy, Ticket Management Systems (Jira, ServiceNow), PowerShell, Command Prompt, Remote Desktop Assistance
  • Networking: LAN/WAN, VLAN, VPN, and Network Printer Configuration
  • Scripting: PowerShell, Command Prompt
  • Soft skills: exceptional customer service, end-user training, documentation management, and effective communication

Physical requirements:

  • Push max weight: pallet up to 60 lbs
  • Pull Max Weight: Pallet ~50 lbs
  • Lift maximum weight: miscellaneous IT equipment up to 50 lbs

Timeline

IT Support Engineer

Optum
01.2024 - Current

IT Support Engineer

Innoviz Technologies
06.2020 - 12.2021

Technical Support Engineer

Amazon
05.2019 - 05.2020

Master of Science - Data Science

Bowling Green State University
Sesha Sai Pallapothu