Vijay Thati

About Vijay Thati

I am an IT Support Engineer who is a hands-on worker and has 4 years of experience working with enterprise users We are in the medical field and corporate fields. My area of expertise is the desktop support, user access management, and finding solutions to complicated technical problems with a relaxed customer-oriented demeanor.I work in the present context of Optum where I deal with more than users in various locations and solve problems with Windows 10/11, Office 365, VPN, Active Directory, Azure AD, and remote desktop settings. I normally deal with onboarding, offboarding, MFA implementation, IMACD, hardware break-fix, and field hands-and-feet service.I also come with excellent backend trouble-shooting experience, whereby I apply SQL server queries to trace the issues of bad data data that is reported by users and help development teams to determine the cause of the problem. I have worked with ServiceNow, JIRA, and CrowdStrike as well as Acronis and inventory management at an enterprise level.I like problem solving, documents and enhancement of support processes. I am now developing on my skills on clouds in both Azure and AWS, and am willing to move towards higher and more complex infrastructure and system jobs.Major strengths: Desktop and Network Support, Active Directory and Azure AD, Office 365, IMACD, SQL troubleshooting, Healthcare IT as well as customer-centric support.

Experience

1. Desktop Support Engineer

   Deloitte

   Dec 2023 — Present · NC, US

   Provide Level 2 IT support for a large healthcare enterprise, supporting users across multiple departments and locations.• Serve as a trusted technical contact for clinicians, corporate staff, and operations teams, ensuring minimal downtime for business-critical systems.• Troubleshoot complex issues involving Windows 10/11, Office 365, Outlook, Teams, OneDrive, VPN connectivity, and enterprise printers.• Manage Active Directory and Azure AD operations including user provisioning, access control, password resets, group policy updates, and MFA enforcement.• Support remote desktop and virtualized environments, resolving login failures, session drops, profile corruption, and timeout issues.• Perform backend investigations using SQL Server, running diagnostic queries to trace user-reported data discrepancies and assist development teams.• Monitor endpoint health and security alerts using CrowdStrike and escalate incidents according to security protocols.• Document incidents and resolutions in ServiceNow and contribute to knowledge base articles to reduce repeat tickets.• Participate in on-call rotations, providing after-hours and weekend support to meet SLAs.• Perform IMACD operations, hardware break-fix support, hands-and-feet tasks, inventory management, RMAs, and act as onsite escalation for VIP users.

Education

• Wilmington University

  Master of Science - MS, Computer and Information Systems Security/Information Assurance

• JNTUH College of Engineering Hyderabad

  Bachelor of Engineering - BE, Computer Science

  2017 — 2021