Summary
Overview
Work History
Education
Skills
Certification
Timeline
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GAYAM MANOJ REDDY

.
Hyderabad

Summary

With a professional experience as a Desktop Support Engineer and Account Associate, I bring expertise in troubleshooting hardware and software issues, providing technical support, and ensuring seamless network connectivity. My certifications in hardware, networking, and CCNA from jetking Institute validate my skills. I also possess foundational knowledge in cloud technology, Linux, and SQL. Committed to delivering efficient solutions and maintaining system integrity, I am eager to leverage my skills in a dynamic IT environment to drive operational excellence. I am dedicated to contributing to the organization's success through my adept IT knowledge and problem-solving abilities.

Overview

2
2
years of professional experience
6051
6051
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

Technical Support Account Associate

VXI Global Solutions LLC
09.2024 - Current
  • Streamlined accounts payable and receivable processes by implementing automated invoicing and payment systems, leading to a 20% increase in efficiency.
  • Oversaw monthly financial analysis and successfully reduced outstanding balances by 15% while improving on-time payments by 10%.
  • Worked collaboratively with cross-functional departments to enhance budgeting procedures, resulting in a notable 25% decrease in overall departmental spending.
  • Increased client satisfaction by effectively managing and resolving account issues.
  • Answered customer emails, chats and telephone calls to respond to questions, provide details, and resolve concerns.
  • Managed multiple client accounts, maintaining a high level of organization and attention to detail.
  • Maximized client retention by maintaining open lines of communication and addressing concerns promptly.
  • Maintained up-to-date knowledge on industry trends and best practices, applying this information to improve client outcomes.
  • Developed strong relationships with clients through consistent communication and proactive problem solving.
  • Contributed positively towards achieving departmental goals as well as individual targets by consistently meeting and exceeding clients'' expectations.
  • Collaborated with cross-functional teams to ensure successful project completion and timely delivery of client deliverables.
  • Worked with products, oversaw revenue management, and facilitated outreach to key stakeholders, helping drive business.
  • Maintained detailed documentation using WFT.
  • Reduced client attrition by proactively addressing potential issues and providing exceptional service.
  • Effectively communicated complex financial concepts to clients, ensuring their understanding of account performance and strategy.
  • Set up, updated and closed customer accounts in computer system.
  • Created detailed expense reports to facilitate reimbursement for business expenses incurred.

Desktop Support Engineer

Avontix global
02.2023 - 07.2024
  • Provide desktop support to over 600 employees, resolving an average of 30 tickets per week with a 95% resolution rate.
  • Implement security protocols and regular system updates, resulting in a 20% decrease in security incidents over the course of a year.
  • Conduct training sessions for new employees to familiarize them with the company's IT policies and procedures, ensuring a seamless onboarding process.
  • Optimized PC performance through regular updates, patches, and system upgrades.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
  • Walked individuals through basic troubleshooting tasks.
  • Troubleshot potential problems and eliminated before issues escalated or cascaded.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Monitored system performance to maintain system integrity.
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
  • Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
  • Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
  • Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
  • Configured and installed computer systems for other sub-organizations.
  • Streamlined IT support processes for quicker response times and improved user satisfaction.
  • Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
  • Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
  • Documented support interactions for future reference.
  • Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.
  • Developed detailed documentation for internal procedures and processes to promote consistency among team members.
  • Designed Sharepoint master page and page layouts.
  • Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
  • Assisted in migration to cloud-based services, resulting in improved data accessibility and collaboration.
  • Contributed to IT projects, ensuring successful completion within timelines.
  • Reduced system downtime with proactive maintenance and regular updates.
  • Enhanced user satisfaction by providing timely and accurate troubleshooting for hardware and software issues.
  • Streamlined ticketing process, improving response time and efficiency in issue resolution.
  • Conducted thorough diagnostics to pinpoint underlying issues, enhancing system reliability.
  • Supported remote users, ensuring seamless access to network resources.
  • Optimized network performance, ensuring reliable access to resources and services.
  • Documented technical procedures, allowing for quicker resolution of common issues.
  • Reduced hardware expenses by effectively managing inventory and identifying opportunities for upgrades.
  • Facilitated knowledge transfer sessions, boosting team proficiency in new technologies.
  • Elevated user experience by customizing desktop configurations to meet individual needs.
  • Improved system security by implementing robust antivirus solutions and firewalls.
  • Enhanced team collaboration by setting up efficient communication systems and tools.
  • Enhanced data integrity with regular backups and recovery procedures.
  • Installed and configured computer systems and applications, leading to smoother operations.
  • Improved network connectivity, troubleshooting and resolving complex network issues.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Configured and tested new software and hardware.
  • Tested new software and hardware prior to deployment.
  • Monitored system performance to identify potential issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Assisted in development of system security protocols.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Provided training on cybersecurity best practices, significantly reducing risk of data breaches.
  • Collaborated with IT teams to deploy system updates, minimizing disruptions to users.

Education

B.Sc - Computers

Sri Aurobindo Degree College

12th - English

Narayana Junior College

10th - English

Bhagavathi English Medium High School

Skills

LAN/WAN,TCP/IP, Office 365, DHCP,DNS,HTTP,SMTPSSH,RDP,TLS Remote Access, Network troubleshooting, Network configuration, User account management

IT security management, Active Directory management, Application support, Server administration, Firewall administration

Hardware configuration, CCNA certification, Asset management, Hardware maintenance, Configuration management, Equipment management, Patch management, Hardware and software configuration, Backup and recovery, Security protocolsjavascript, Desktop troubleshooting, Hardware troubleshooting

Cisco router and switch security, Windows 95/98/2000/XP/XP pro/ntOSPF routingMicrosoft windows and office, Server maintenance, Program installations, Device configuration

Network administration, IT security protocols, Server management, Helpdesk operations, Technical specifications

Cisco router and switch security, Windows 95/98/2000/XP/XP pro/ntOSPF routing

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Certification

JETKING CERTIFIED CISCO ASSOCIATE

Timeline

Technical Support Account Associate

VXI Global Solutions LLC
09.2024 - Current

Desktop Support Engineer

Avontix global
02.2023 - 07.2024

B.Sc - Computers

Sri Aurobindo Degree College

12th - English

Narayana Junior College

10th - English

Bhagavathi English Medium High School

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GAYAM MANOJ REDDY.