Rakshana Kumar Patro

Experience

1. Rpa & Vdi Engineer L2

   Wipro

   Jun 2024 — Present · Hyderabad, IN

   Handling P2 priority incidents and ensuring resolution within SLA timelines• Troubleshooting VDI connectivity and user-level application issues• Managing escalations and coordinating with L3 support teams• Installing and configuring applications from backend servers• Performing log analysis and backend service troubleshooting• Maintaining SLA and KPI performance metrics• Supporting automation workloads and basic bot-level issue resolution• Providing timely status updates to stakeholders• Monitoring ticket queues and prioritizing incidents based on severity and business impact• Performing initial root cause analysis (RCA) for recurring issues• Validating application services, scheduled tasks, and system processes in production environments• Coordinating with cross-functional teams for faster issue resolution• Ensuring high availability of VDI sessions for business users• Supporting user profile, access, and permission-related troubleshooting• Assisting in patch validation and post-deployment checks• Maintaining detailed documentation of incidents and resolutions• Conducting health checks on servers and reporting anomalies• Supporting environment readiness during releases and maintenance windows• Identifying repeated issues and suggesting preventive measures• Ensuring compliance with defined operational and security standards

Education

• AMG Residential high school

  SSC

  2017 — 2018

• Narayana Junior College

  Intermediate, MPC

  2018 — 2020

• Adikavi Nannaya University (AKNU), Rajamahendravaram

  Bachelor of science, Information Technology

  2020 — 2023