Nikhil Adigoppula

Experience

1. Information Technology Support Engineer

   Emerson

   Dec 2025 — Present · Houston, TX, US

   Utilized GAMS (Global Asset Management System) to manage all IT assets, including maintaining inventory, tracking in-stock devices, assigning assets to end-users, and creating new asset records as required.• Handled daily ServiceNow operations, managing and resolving incident tickets, request tasks, hardware/software issues, and user access requests while maintaining strong SLA compliance.• Used MyIT software to report issues, manage access requests, and onboard new users by creating required Oracle application access. Leveraged internal KB articles to troubleshoot hardware issues efficiently.• Operated Ziro, a remote communication and collaboration tool, to manage audio/video calls and securely support users during remote troubleshooting sessions.• Worked extensively with EPIC, handling security exceptions, IT asset management, LAN/WAN-related access issues, and user account lockouts. Managed assignment groups by adding, modifying, or deleting user access.• Utilized Emerson Privileged Okta portal to generate time-restricted admin credentials (renewed every 5 hours) for server access, troubleshooting server-related issues, and securely performing administrative tasks.• Leveraged Jira ticketing system, Google Admin Suite, and IBM BigFix to push software updates and OS images across Mac and Windows devices.Managed Okta SSO client applications for CK, including user provisioning, troubleshooting SSO flows, and ensuring smooth application integrations. Additionally, handled remote support sessions using tools such as Citrix, AnyConnect, and Bomgar.• Utilized the VMware Confidential Client for administration of VDI pools, performing updates, access management, and system monitoring for remote environments. We handle Mobile Device Management (MDM) tasks such as troubleshooting mobile devices, creating asset records, and submitting all required details in the GAMS asset management system.