Summary
Overview
Work History
Education
Skills
Certification
Core Competencies
Timeline
Generic

Venkatesh Vadlamani

Jersey City,USA

Summary

Dedicated and technically skilled IT Helpdesk Specialist with 6 years of experience supporting enterprise users in resolving hardware, software, network, and security issues. Proven track record in troubleshooting, end-user training, and system administration across diverse environments. Adept at delivering high-quality customer support with a focus on minimizing downtime and enhancing productivity.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Helpdesk Technician

American Express
11.2021 - Current
  • - Provided L1 and L2 support to over 800 users in a hybrid work environment.
  • - Resolved hardware, software, and connectivity issues, achieving a 95% first-call resolution rate.
  • - Administered Active Directory accounts, permissions, and group policies.
  • - Managed Office 365 accounts, email configurations, and SharePoint access.
  • - Led knowledge base documentation to reduce repetitive tickets by 30%.
  • - Trained junior staff and onboarded new employees on IT policies and tools
  • Assisted users with desktop and laptop support issues.
  • - Supported basic network troubleshooting and password resets.
  • - Managed email support tickets and followed up to ensure resolution.
  • - Configured peripherals such as printers, monitors, and headsets.

IT Support Specialist

Humana
08.2019 - 10.2021
  • - Supported day-to-day IT operations, including system imaging and deployment.
  • - Maintained and troubleshot user endpoints, printers, and VoIP devices.
  • - Assisted with server maintenance and patch management in collaboration with sysadmins.
  • - Utilized ServiceNow to manage, prioritize, and escalate incidents and service requests.
  • - Supported mobile device management using Intune and MobileIron.
  • - Delivered front-line IT support via ServiceNow and resolved 25-30 tickets daily.
  • - Supported new hire onboarding/offboarding, imaging devices, and setting up workstations.
  • - Installed and configured software and hardware, ensuring adherence to IT policies.
  • - Provided documentation and training for frequently asked IT support topics.
  • - Assisted with patching, antivirus, and compliance activities.

IT Helpdesk Technician

Kaiser Permanente
01.2017 - 04.2018
  • - Delivered phone, email, and in-person support for hardware/software issues.
  • - Maintained asset inventory and assisted in procurement of IT equipment.
  • - Deployed OS updates and software installations using SCCM.
  • - Helped standardize ticket resolution procedures and SLAs.
  • Assisted users with desktop and laptop support issues.
  • - Supported basic network troubleshooting and password resets.
  • - Managed email support tickets and followed up to ensure resolution.
  • - Configured peripherals such as printers, monitors, and headsets.

Education

M.S. - Computers & Information Science

SK University
01.2013

Bachelors - undefined

SK University
01.2010

Skills

  • Operating Systems: Windows 10/11, macOS, Linux (basic)
  • Directory Services: Active Directory, Group Policy, Azure AD
  • Cloud Applications: Office 365, Microsoft Teams, SharePoint, Exchange Online
  • Networking: TCP/IP, VPN (Cisco AnyConnect), DNS, DHCP
  • Tools: ServiceNow, SCCM, JAMF, Intune, Citrix, RDP, TeamViewer
  • Security: MFA, BitLocker, Endpoint Protection, Email Security Tools
  • Scripting: PowerShell (basic)
  • Others: Mobile Device Support, Printer Support, Zoom/Teams/Webex support

Certification

  • ITSL/ITSM Certified
  • MCSE/MCP/MCSA/MCITP (Microsoft Certified IT Professional)

Core Competencies

IT Support (L1/L2), Windows/Mac OS Troubleshooting, Active Directory / Group Policy, Office 365 / Microsoft Exchange, Network & VPN Support, Ticketing Systems (JIRA, ServiceNow, Zendesk), Remote Desktop Tools (TeamViewer, AnyDesk, RDP), Hardware Installation & Maintenance, Mobile Device Management (MDM), Customer Service & Communication

Timeline

IT Helpdesk Technician

American Express
11.2021 - Current

IT Support Specialist

Humana
08.2019 - 10.2021

IT Helpdesk Technician

Kaiser Permanente
01.2017 - 04.2018

Bachelors - undefined

SK University

M.S. - Computers & Information Science

SK University

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