Nsr Krishna

Highly motivated IT engineer experienced in system management and user support. Proven ability to collaborate across teams and deliver innovative solutions that enhance performance.

System engineer - Zensar technologies

(2025-03)

• ServiceNow Queue Management: Monitored and managed incident and request queues, ensuring timely responses and SLA-compliant resolutions.
• User Support Channels: Delivered real-time assistance via Agent Chat, IVR, and Google Spaces, resolving queries from end users, VIPs, and partners.
• Critical Incident Response: Attended P1/P2 bridge calls, providing technical insights and updates during critical outages to minimize downtime.
• Team Collaboration: Contributed to weekly status meetings, team connects, and structured shift handovers to ensure smooth communication and operational continuity.
• IAM Support: Handled account lockouts, password resets, and MFA-related issues, strengthening system security and user access reliability.
• Server & Dashboard Monitoring: Oversaw Titan servers across Canada and U.S. regions and monitored Grafana dashboards, enabling proactive detection and escalation of incidents.
• Operational Reporting: Prepared Power BI dashboards, daily trend reports, and Agent Chat performance summaries to track service health and efficiency.

IT SUPPORT ENGINEER - Blueyonder

(2024-06 - 2024-11)

• Active Directory & Email Administration: Created AD accounts and mail IDs, ensuring proper access provisioning and user onboarding.
• Troubleshot user profile and connectivity issues, ensuring minimal downtime and smooth access.
• Provided support for Office 365 administration, shared folder access, and disk quota management.
• Created and managed SFTP users to enable secure file transfers.
• Utilized monitoring tools such as SolarWinds and ElasticSearch to proactively identify and resolve system issues.
• Responded promptly to server down alerts and performed housekeeping on C-drive critical alerts.
• Applied knowledge of Windows Server roles (Active Directory, DNS, Group Policy, DHCP, IIS) to support enterprise infrastructure.
• Worked with virtualization technologies including VMware ESXi and Microsoft Hyper-V.
• Migrated virtual machines using VMware vMotion to eliminate application downtime.

DESKTOP SUPPORT ENGINEER - H&R BLOCK

(2023-10 - 2024-05)

• Microsoft Account & O365 Support: Assisted with account setup, Teams/Outlook access, and multi-factor authentication troubleshooting.
• Courier & Asset Management: Coordinated dispatch/receipt of IT assets, gathered equipment from departing employees, and maintained inventory in asset management databases.
• System Troubleshooting: Resolved VDI, AD, VPN, RSA token, OneDrive, and authentication issues; performed OS installations and hardware/network troubleshooting.
• Virtual Machine Provisioning: Configured and provisioned VMs based on user requirements, ensuring operational readiness.
• Operational Continuity: Supported daily IT operations, ensuring smooth service delivery across teams and departments.

SERVICE DESK ENGINEER - FIDELIS TECHNOLOGY SERVICES PRIVATE LIMITED

(2021-11 - 2023-09)

• Technical Support Delivery: Provided end-user support via email and telephone, ensuring timely assistance and issue resolution.
• Incident & Ticket Management: Created and managed tickets/incidents, assigning them to appropriate work-groups and tracking progress to closure.
• SLA Compliance: Resolved tickets within defined SLAs, performing daily follow-ups on open incidents to maintain service quality.

Bachelor of Technology (B.Tech) - Metallurgical and Materials Engineering - IIIT Basara / RGUKT Basar (2014)