Lalith Kumar Puvvada

About Lalith Kumar Puvvada

A results-driven IT professional with 4+ years of experience in Remote Technical Support, Global Access Management, Vendor Coordination, and Field Service Operations. I have successfully handled tasks and over incidents, ensuring seamless IT operations and business continuity. Currently, I support the APTIV project under FSO Dispatch Global Support, managing vendor coordination, remote troubleshooting, and IT service delivery with a focus on SLA compliance and operational efficiency. My expertise includes managing global field service operations, coordinating with vendors and engineers for timely issue resolution, hardware replacements, compatibility checks, and warranty claims. In Technical Support & ITSM, I specialize in Windows troubleshooting, network issue resolution, printer and scanner support, mobile device management, along with user provisioning, access control, and compliance adherence. I leverage ServiceNow for incident and asset management and collaborate closely with NOC and SOC teams to ensure operational stability and security. I began my career as a Remote Desktop Support Engineer in the DFA (formerly Dean Foods) project, gaining hands-on experience in call handling, SLA management, Microsoft applications, Windows troubleshooting, and user account management. Transitioning into FSO Dispatch Global Support, I strengthened my capabilities in IT service delivery, vendor coordination, and security compliance. In 2019, I completed the HCL Tech’s TechBee Training Program, achieving 80 percentile in the International Knowledge Management Test and securing 76% overall. The training provided structured learning in Linux Administration, Networking (CCNA – Routing & Switching), Oracle RDBMS, Windows Server (2012 R2 & 2016), VMware & Virtualization, IT Troubleshooting, and ServiceNow-based ITSM. Certified in CCNA (Routing & Switching), Linux Administration, Windows Server, Oracle RDBMS, and VMware & Virtualization, I bring a solid technical foundation paired with real-world experience. I am a proactive problem-solver capable of bridging gaps between remote and on-site IT operations, ensuring efficiency, service excellence, SLA compliance, and enhanced business productivity and user satisfaction in dynamic environments.

Experience

1. Senior L3 IT Analyst

   HCLTech

   Apr 2022 — Present · Hyderabad, IN

   As a dedicated member of the FSO Dispatch Team, my roles and responsibilities include: Efficient Incident Resolution: Swiftly addressing and resolving incidents and service requests related to operating systems and software installations on user machines, ensuring minimal downtime and disruption. Effective Communication Facilitation: Skillfully facilitating clear and concise communication between end users, vendors, and internal teams, ensuring seamless collaboration for efficient problem-solving. ServiceNow Proficiency: Proficiently utilizing ServiceNow, a robust ticketing tool, to streamline and manage service requests and incidents, enabling efficient tracking and resolution of user issues. Priority Ticket Management: Demonstrated experience in prioritizing and resolving Priority 4 tickets, guaranteeing that user requirements are addressed promptly and effectively. Meticulous Task Assessment: Diligently assessing incoming tasks, cross-referencing task details, and confirming compatibility with dispatch site requirements, reducing errors and ensuring tasks align with project objectives. Hardware Compatibility Verification: Proficiently verifying machine serial numbers and models, with a focus on supported models like DELL and HP, to ensure successful installations. Structured User Communication: Effectively initiating user communication using ServiceNow\'s email feature. Ticket Documentation: Demonstrating the ability to create and manage tickets, ensuring precise documentation of user requests for tracking and historical records. Effective Engineer Visit Coordination: Competently coordinating engineer visits by obtaining crucial details from vendors, such as ETA and engineer contact information, facilitating smooth on-site installations. Thorough Post-Visit Procedures: Committing to post-visit procedures, including sharing in-time and out-time details with vendors and initiating Customer Service Reports (CSRs) or Service Verification Reports (SVRs).

Education

• Sri Chaitanya Junior Kalasala

  Intermediate

  2017 — 2019

• BITS Pilani, Hyderabad Campus

  Bachelor's degree

  2021 — 2025

• HCL TSS

  IT Training

  2019 — 2020

• Ravindra Bharathi School

  Secondary School Certificate

  2016 — 2017