Bodedla Tejaswini

About Bodedla Tejaswini

IT Support Engineer with 5+ years of experience supporting enterprise-scale environments across identity access, end-user systems, and network infrastructure. I specialize in resolving high-volume technical issues while improving system reliability and operational efficiency through automation and data-driven insights. Currently at Fidelity Investments, I: • Resolve 150+ monthly support tickets while consistently meeting SLA targets • Manage IAM lifecycle for 300+ users (RBAC, MFA, provisioning) • Build Power BI dashboards to improve decision-making and performance tracking Previously at Deloitte, I supported 1,200+ users across global environments, handling network troubleshooting, VPN deployments, and infrastructure monitoring. Key strengths: • Active Directory & Identity Access Management • Microsoft 365 & Endpoint Support • Network Troubleshooting (DNS, DHCP, VPN) • ServiceNow & Incident Management • Power BI, SQL & Reporting I’m passionate about optimizing IT operations, reducing downtime, and delivering seamless user experiences. Open to opportunities in IT Support, IAM, and Cloud Operations.

Experience

1. IT Support Engineer

   Fidelity Investments

   Oct 2024 — Present · US

   Build and maintain Power BI and Excel dashboards to track ticket volumes, SLA adherence, resolution time, and operational performance, enabling data-driven decision-making.• Manage identity and access lifecycle for 300+ users, including provisioning, de-provisioning, RBAC, and MFA enforcement, ensuring secure and compliant access across enterprise systems.• Resolve 150+ monthly Tier 1/2 support tickets across user access, endpoint, and enterprise applications using ServiceNow, consistently meeting SLA targets and maintaining high user satisfaction.• Perform incident triage, root cause analysis, and escalation by analyzing system alerts, logs, and user-reported issues, improving resolution turnaround time and incident response efficiency.• Standardize support workflows, documentation, and knowledge base articles, reducing repeat incidents and improving response consistency across the support team.• Collaborate with cross-functional teams (infrastructure, security, and application support) to resolve complex technical issues, improve system stability, and minimize business disruptions.

Education

• University of New Haven

  Master's degree, Cyber security and networks