Muthyam Reddy

WORK HISTORY

EDUCATION

ABOUT MUTHYAM REDDY

Delivered comprehensive technical support to corporate employees globally, addressing issues related to Windows, Mac OS, and Linux operating systems, as well as network and infrastructure problems.• Led and participated in projects, including Audio-Video support for Executive customers, involving regular interactions with vendors and various stakeholders.• Managed daily ticket updates, escalations, and ensured compliance with processes.• Provided timely and accurate resolutions to inquiries through email and ticketing systems, adhering to team.• Diagnosed and troubleshot end-user computing issues, including performing Root Cause Analysis (RCA), and ensured resolution with effective follow-ups.• Maintained up-to-date knowledge of support policies to deliver technically accurate solutions.• Assisted with system and network outages, triaging and escalating issues to minimize downtime.• Performed administrative tasks using Unix Shell scripting, Windows scripting, and PowerShell scripting.• Gained proficiency in modern protocols such as FTP, SSH, SMTP, HTTP/HTTPS, as well as SSL/TLS, DNS, and DHCP.• Assisted with the onboarding process for new employees, including equipment configuration and setup.• Facilitatedwebbridgemeetingstoaddresslong-standingunresolvedticketsandtook ownership of these meetings.• Managed a team of five for escalation support and triage of overdue tickets, ensuring timely resolution or appropriate assignment.• Handled escalation email threads from other infrastructure teams and engaged in knowledge base updates and creation of new Standard Operating Procedures (SOPs).• Coordinated with managers and supervisors to streamline the onboarding of new employees and collaborated with Application and Infrastructure Development teams for seamless hardware and software transitions.• Ensured high-quality service delivery in alignment with SLAs, focusing on First Call Resolution (FCR) and minimum Average Handling Time (AHT).