Skip to content

Pradeep Reddy Gajula

IT Infrastructure & Field Services Engineer • United States • p*****************@gmail.com • +17******558 • linkedin.com/••••• • drivetube.ai/•••••

Professional Summary

IT Infrastructure & Field Services Engineer with 5+ years of experience supporting enterprise environments of 3,000–5,000+ users across multi-site corporate and healthcare settings. Expertise in desktop support, data center operations, hardware lifecycle management, Active Directory and Azure AD administration, SCCM/Intune device deployment, JAMF macOS support, ServiceNow ITSM, and Cisco Meraki networking. Proven record delivering VIP support, driving hardware refreshes, executing rack-and-stack tasks, and maintaining SLA compliance in regulated environments.

Technical Skills

Cloud and DevOps: Linux,SCCM,Microsoft Intune,JAMF,Windows Autopilot,OS Deployment OSD
Data and Analytics: Rack and stack,Cable management,PDUs,Server deployment,KVM,Excel
Tools and Methodologies: Jira
Operating Systems: Windows 10,Windows 11,macOS
Directory & Identity: Active Directory,Azure AD,CyberArk
Networking: TCP,IP,DNS,DHCP,VPN,LAN,WAN,Wi-Fi troubleshooting,Cisco Meraki
Remote Support & Collaboration: RDP,TeamViewer,Bomgar,Microsoft Teams,Zoom,Exchange Online,SharePoint,OneDrive
Endpoint Security & Management: EDR,Antivirus,MFA,BitLocker,Patch management,Compliance monitoring
ITSM & Asset Management: ServiceNow,IT Asset Management,CMDB
Productivity: Microsoft 365,Outlook,Word,PowerPoint
Other: ITIL fundamentals,Knowledge base documentation,Vendor coordination

Work Experience

UnitedHealth Group
Minneapolis, MN
Field Service Engineer
June 2025 – Present
On-site and remote field service support for a large regulated healthcare enterprise, supporting 5,000+ employees across multiple campuses.
Tech Stack: ServiceNow, SCCM, Windows Autopilot, JAMF, Azure AD, Active Directory, Cisco Meraki, Microsoft 365
  • Delivered prioritized on-site break/fix support for desktops, laptops, docking stations, monitors and printers, maintaining a mean time to resolution under 4 hours for Priority 1 incidents using ServiceNow and vendor escalation.
  • Led hardware refresh activities for endpoint fleet, executing scheduled replacements and secure data migrations that improved device performance and warranty coverage; completed over 200 device migrations during the Windows 11 initiative using SCCM and Windows Autopilot.
  • Performed rack-and-stack and structured cabling in server rooms and network closets—installed servers, switches, patch panels and PDUs while following data center change control and cable management standards to reduce rework during audits.
  • Administered user lifecycle and access tasks in Active Directory and Azure AD, managed license assignments in Microsoft 365 Admin Center, and resolved group policy issues to restore user productivity across multiple departments.
  • Provided VIP and executive white-glove support for C-suite and clinical leadership, coordinating expedited device provisioning, secure configurations and zero-disruption setups to meet executive uptime SLAs.
  • Supported network troubleshooting for Meraki-managed infrastructure—diagnosed LAN/WAN connectivity, AP association and DHCP conflicts—and collaborated with NOC/network engineering to document RCAs in ServiceNow for recurring incidents.
JPMC
Hyderabad, India
Desktop Support Analyst
February 2021 – December 2023
Tier 2 desktop support for JPMorgan Chase's Hyderabad Global Service Center, servicing a 3,000+ user population under ITIL-based SLAs.
Tech Stack: SCCM, Intune, JAMF, Active Directory, Exchange Online, Bomgar, ServiceNow, Microsoft 365
  • Provided Tier 2 technical support resolving hardware, OS and application incidents for 3,000+ employees; averaged first-call resolution rates above 80% using Bomgar and RDP for remote troubleshooting.
  • Managed SCCM imaging and application packaging—deployed over 150 applications and executed Windows 10 deployment/refresh cycles—reducing setup time for new hires and minimizing downtime.
  • Administered Active Directory requests for onboarding/offboarding and processed 50+ provisioning changes weekly with complete audit trails, improving compliance and reducing account provisioning lead times.
  • Administered Microsoft 365 services including Exchange Online mailbox tasks, Teams voice policy assignments and SharePoint permission changes; resolved mailbox and access incidents to support business continuity.
  • Supported on-site data center smart-hands: assisted with server racking, patch panel terminations and KVM setup under senior engineer direction to maintain uptime during scheduled maintenance.
  • Managed device security and mobile fleet via Intune and JAMF—enrolled iOS/Android and macOS devices, enforced BitLocker and MFA baselines, and remediated noncompliant endpoints to meet security posture requirements.
Genpact
Hyderabad, India
Help Desk Technician
July 2019 – January 2021
First-line IT support for Genpact's Hyderabad campus, handling high-volume incident intake and standard Tier 1 troubleshooting for 1,500+ end users.
Tech Stack: ServiceNow, SCCM, RDP, TeamViewer, Active Directory, Office 365
  • Acted as primary contact for 60+ daily inbound ServiceNow tickets, triaging and resolving Tier 1 incidents across Windows 10, Office 365 and VPN connectivity with an average closure time under 2 hours.
  • Imaged and deployed 300+ laptops and desktops during a targeted hardware refresh using SCCM OSD task sequences, coordinating logistics and user handoffs to ensure minimal downtime.
  • Performed Active Directory administration for account creation, password resets and bulk provisioning during onboarding events, improving new-hire setup efficiency and accuracy.
  • Troubleshot wireless authentication failures, certificate errors and SSID association issues to restore endpoint connectivity for mobile and laptop users across multiple floors.
  • Maintained peripheral fleet including printers and scanners—implemented scan-to-email workflows and coordinated vendor maintenance—to reduce printer-related incidents and improve uptime.
  • Authored 25+ step-by-step knowledge base articles in ServiceNow that reduced repeat ticket volume by approximately 15% and improved self-service success for common endpoint issues.

Education

Concordia University St. Paul
Master Of Science In Information Technology Management • January 2024 – March 2025
Jawaharlal Nehru Technology University Hyderabad
Bachelor of Technology in Computer Science And Engineering • July 2015 – July 2019

Powered by Drivetube · Create your own profile at drivetube.ai