Hemanth Varma Rudraraju
Professional Summary
IT Support Specialist with 2+ years of experience delivering enterprise-level end-user and desktop support. Skilled in Active Directory, Microsoft 365, SCCM, Intune, Azure AD and ServiceNow; proven ability to resolve complex hardware, software and network incidents, meet SLA targets, and improve user productivity across corporate environments.
Technical Skills
Work Experience
- Resolved advanced hardware, software and VPN connectivity issues escalated from support teams, restoring user access and reducing downtime while operating within ServiceNow-driven SLAs.
- Administered Azure Active Directory for user and device lifecycle tasks including onboarding, offboarding and access permissions using Azure AD and Group Policy.
- Managed endpoint deployment, patching and configuration using SCCM and Intune, ensuring desktops and laptops remained up-to-date and compliant with corporate baselines.
- Troubleshot OneDrive and Microsoft 365 sync, sharing and access issues for corporate users, collaborating with Microsoft support and improving file availability for business teams.
- Configured and supported secure remote access solutions and VPN clients for remote workers, maintaining secure connectivity for distributed corporate staff.
- Monitored incident trends in ServiceNow, contributed to root-cause analysis and recommended process improvements; mentored junior staff to improve first-contact resolution rates.
- Provided 1st/2nd line support to 250+ users across multiple departments, troubleshooting Windows and Linux OS issues and resolving application faults within SLA targets.
- Managed Active Directory accounts, group memberships and permission changes for onboarding/offboarding processes, maintaining identity hygiene and access controls.
- Performed device provisioning and imaging using PXE and USB workflows; assisted SCCM-based deployments and ongoing endpoint patching.
- Configured and maintained network services including DNS, DHCP, VLANs and VPN connectivity, supporting LAN/WAN and wireless troubleshooting for business continuity.
- Administered Microsoft Intune for mobile device management and supported Microsoft 365 applications (Teams, Outlook, OneDrive) including OneDrive sync and access issue resolution.
- Logged, triaged and tracked incidents in ServiceNow and Jira; produced and updated technical documentation and knowledge base articles to improve team response consistency.
Education
Certifications
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