Sree Pravallika Gadde
KANSAS,MO
Summary
IT Support Specialist skilled in data analysis and technical troubleshooting. Proven ability to resolve hardware and software issues efficiently, manage ticketing systems, and support Microsoft O365 and Cisco VPN. Experienced in documenting solutions and improving workflows, consistently delivering excellent customer service in dynamic settings.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Analyst
University of Missouri - Kansas City
KANSAS, MO
01.2023 - 05.2024
- Provided Level 1 and 2 IT support via phone, email, and ticketing systems for Microsoft O365, Cisco VPN, and Adobe products.
- Facilitated password resets and Active Directory account management to ensure uninterrupted user access.
- Supported device imaging and onboarding/offboarding processes while adhering to IT policies.
- Documented resolutions in helpdesk system, enhancing response efficiency by 30%.
- Collaborated with senior staff to install and configure software, minimizing downtime for over 200 users.
- Triaged critical outages by escalating through ServiceNow's incident management system.
- Assisted in troubleshooting technical issues to improve system performance.
- Provided regular updates on project status and technical challenges faced.
IT Technical Support Intern
Cognizant Technology Solutions Corporation
Hyderabad,India
01.2022 - 06.2022
- Troubleshot hardware and software issues for enterprise clients, enhancing system uptime by 20%.
- Supported Cisco Jabber and VPN configurations to enable secure remote access.
- Developed knowledge base articles for common IT issues, reducing repeat tickets by 15%.
- Participated in software deployment projects, ensuring timely updates, with minimal disruption.
- Processed over 20 weekly data requests through ServiceNow ticketing system, adhering to 48-hour SLA.
- Created ServiceNow dashboard to track report delivery metrics, enhancing team visibility.
- Documented data extraction procedures in ServiceNow Knowledge Base for team reference.
Education
Master of Science - Computer Science
University of Missouri Kansas City
Kansas City, MO05-2024
Bachelor of Science - Computer Science And Engineering
Koneru Lakshmaiah Education Foundation
Vijayawada ,India 03-2022
Skills
- IT support: Microsoft O365 (Outlook, Word, Excel, OneDrive), Cisco VPN, Cisco Jabber, Adobe products, Active Directory
- Ticketing systems: ServiceNow (incident, request, change management), JIRA
- Troubleshooting: hardware/software diagnostics, password resets, login issues, device imaging
- Programming and data analysis: Python, SQL, R, Pandas, NumPy
- Data visualization and reporting: Power BI, Excel
- Databases and cloud: SQL, MongoDB, AWS, Azure
- Version control and collaboration: Git, GitHub
- Methodologies: Agile, A/B testing
Certification
- Aviatrix Certified Engineer (ACE) – Multi-Cloud Networking & Security
- Oracle Cloud Infrastructure Foundations Certified Associate
- Artificial Intelligence Foundations (SSC NASSCOM)
- Java J2EE Certification (Wipro TalentNext)
Timeline
Technical Analyst
University of Missouri - Kansas City
01.2023 - 05.2024
IT Technical Support Intern
Cognizant Technology Solutions Corporation
01.2022 - 06.2022
Master of Science - Computer Science
University of Missouri Kansas City
Bachelor of Science - Computer Science And Engineering
Koneru Lakshmaiah Education Foundation
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