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KALIDINDI PRABHAKAR

Senior Desktop Support Engineer • Hyderabad, Telangana, India • k***********@gmail.com • +91*******167 • linkedin.com/••••• • drivetube.ai/•••••

Professional Summary

Senior Desktop Support Engineer with 7+ years of experience delivering enterprise-level L1/L2 technical support, desktop administration, Microsoft 365 and Active Directory administration, ServiceNow-based incident and request management, and IT asset lifecycle management for multi-location organizations.

Technical Skills

Tools and Methodologies: Remote assistance tools,Phone,Chat,Email support,Walk-up support
Operating Systems: Windows 10,Windows 11,Windows Server
Microsoft Technologies: Microsoft 365,Outlook,Teams,OneDrive,SharePoint,Microsoft 365 Admin Center,Azure AD
Identity & Access Management: Active Directory,User Provisioning,Account Management,Group Policy
ITSM & Ticketing: ServiceNow,Incident Management,Request Fulfillment,Service Catalog,Asset Management
Networking: TCP,IP,DNS,DHCP,VPN,Network Connectivity Troubleshooting
Hardware & Peripherals: Desktop & Laptop Support,Printer & MFP Support,Docking Stations,Monitors,Conference Room Equipment
Documentation & Processes: Technical documentation,Knowledge base authoring,Troubleshooting guides,Service desk reporting
Asset Management & Operations: IT asset lifecycle,Inventory reconciliation,Warranty & vendor coordination,Asset tagging
Service Delivery & Best Practices: ITIL-based service operations,SLA management,KPI tracking,End-user training

Work Experience

Confidential Organization
Hyderabad, India
Senior Desktop Support Engineer
Provided L1/L2 end-user computing support, desktop administration and IT asset management for a multi-location enterprise, supporting onsite and remote users and service desk operations.
Tech Stack: Windows 10, Windows 11, Windows Server, Microsoft 365, Azure AD, Active Directory, ServiceNow, VPN, DNS, DHCP, Remote assistance tools
  • Provided enterprise L1/L2 support to 300+ end users across multiple business locations, troubleshooting Windows 10/11 and Microsoft 365 issues via ServiceNow and remote assistance tools; averaged 25+ ticket resolutions per day while maintaining 95%+ SLA compliance.
  • Administered Active Directory and Microsoft 365 Admin Center for user lifecycle management — account creation, modification, disabling, group assignment and password resets — supporting secure onboarding and offboarding for 300+ users.
  • Managed 500+ IT assets including desktops, laptops, monitors, printers and docking stations: performed inventory reconciliation, asset tagging, warranty tracking and lifecycle activities to maintain accurate asset records.
  • Diagnosed and repaired hardware and peripheral failures (desktops, laptops, printers, conference room systems), coordinating vendor RMA and warranty services to minimize user downtime and restore business-critical devices.
  • Owned ServiceNow incident and service request workflows: maintained asset records, processed service catalog requests, generated routine service desk reports, and participated in ITIL-based continuous improvement initiatives to increase operational efficiency.
  • Developed and maintained technical documentation and knowledge base articles, and led end-user training sessions on Teams, OneDrive and security best practices to reduce repetitive incidents and improve first-line self-help adoption.

Education

PVP Siddhartha Institute of Technology, JNTU Kakinada
Bachelor of Technology (B.Tech) – Mechanical Engineering

Achievements

  • High ticket resolution rate: Consistently resolved 25+ technical support tickets daily while maintaining high customer satisfaction.
  • Extensive asset management: Supported and managed over 500 IT assets including desktops, laptops, monitors, printers and peripherals.
  • SLA performance: Maintained 95%+ SLA compliance for ServiceNow-managed incidents and service requests.
  • Service desk efficiency improvements: Improved service desk efficiency through enhanced documentation, troubleshooting workflows, and knowledge sharing.

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