Vijay Dasari
Atlanta,GA
Summary
Technical Support Engineer with proven expertise in Tier 1 and Tier 2 support for Windows, macOS, and cloud environments. Skilled in troubleshooting hardware and software issues, managing Active Directory and Entra ID users, and supporting remote and hybrid teams with solutions such as Intune, ServiceNow, and Microsoft 365, and overseeing AWS cloud infrastructure. Demonstrated ability to resolve support tickets efficiently while ensuring high user satisfaction. Committed to enhancing technology accessibility for non-technical users and staying updated on modern workplace solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer (Internship)
Preserve Life
Atlanta, GA
02.2024 - 02.2025
- Provided Tier 1 and Tier 2 technical support for internal users, resolving software, hardware, and network issues, and improving the first-call resolution rate by 35%.
- Managed identity and access requests using Microsoft Entra ID, including user onboarding and MFA troubleshooting.
- Enrolled Windows 10/11 laptops with Microsoft Intune, ensuring compliance and minimal downtime during application deployment.
- Configured AWS EC2, S3, and IAM roles for test environments, improving issue tracking during deployments in collaboration with the DevOps team.
- Documented troubleshooting procedures and guides in internal knowledge base, reducing repeat tickets on common issues.
- Automated system health checks with Python and Shell scripting, decreasing manual workload by approximately 20%.
Service Desk Specialist
PwC
Dublin, Ireland
10.2021 - 05.2022
- Delivered Tier 1 support for internal users through ServiceNow, achieving over 95% SLA adherence.
- Managed Active Directory tasks, reducing escalation rate by 30% through effective user account provisioning and access control.
- Resolved critical Microsoft 365 application issues, minimizing disruptions for users.
- Collaborated with L2/L3 teams to escalate major incidents and documented RCA steps for internal sharing.
- Provided empathetic support to non-technical users across departments, attaining satisfaction scores exceeding 90%.
- Trained new hires on ticketing processes and remote support tools to enhance onboarding efficiency.
Technical Support Specialist
Covalen
Dublin, Ireland
12.2020 - 05.2021
- Provided technical support to field technicians and customers for network setup and troubleshooting.
- Configured LAN/WAN and IP settings, resolving over 60% of connectivity issues on first contact.
- Guided users through remote support via TeamViewer and in-house tools, reducing average handle time by 20%.
Telesales & Customer Support Specialist
FMI
Dublin, Ireland
06.2019 - 01.2020
- Delivered inbound and outbound customer support and resolved technical inquiries for Electric Ireland.
- Addressed billing issues and service concerns while escalating complex cases to relevant teams.
- Managed CRM entries and follow-ups, converting approximately 40 percent of cooling-off period customers into confirmed accounts.
Education
Master of Science - Management Information Systems
Northern Illinois University
Dekalb, IL12.2023
Master of Science - Management
National College of Ireland
Dublin, Ireland10.2020
Bachelor of Science - Civil Engineering
RVR & JC College of Engineering
Guntur05.2018
Skills
- Languages & Scripting: Python, JavaScript, Shell scripting
- Tools & Technologies: ServiceNow, Zendesk, Jira, AWS, TeamViewer, Cisco Jabber
- Systems & Platforms: Windows OS, macOS, Linux, Microsoft 365, Active Directory, Entra ID, Intune (MDM)
- Networking & Support: VPN, TCP/IP, DNS, DHCP, Remote Support, Hardware/Software Troubleshooting, End-User Training, Technical Documentation
Certification
AWS Certified Solutions Architect - Associate
Timeline
Technical Support Engineer (Internship)
Preserve Life
02.2024 - 02.2025
Service Desk Specialist
PwC
10.2021 - 05.2022
Technical Support Specialist
Covalen
12.2020 - 05.2021
Telesales & Customer Support Specialist
FMI
06.2019 - 01.2020
Master of Science - Management Information Systems
Northern Illinois University
Master of Science - Management
National College of Ireland
Bachelor of Science - Civil Engineering
RVR & JC College of Engineering
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