Venkatesh Mekala
IT Infrastructure Analyst II | End User Computing (EUC) | Global Desktop Support | ServiceNow | Microsoft 365 | Windows | macOS | Active Directory
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About
IT Infrastructure Analyst with 11+ years of experience delivering enterprise IT support, End User Computing (EUC), Global Desktop Support, and IT Operations across Windows and macOS environments. Experienced in L2/L3 technical support, ServiceNow ITSM/CMDB, Active Directory, Okta SSO, Microsoft 365, hardware deployment, asset management, and enterprise user support across global environments. Successfully supported 150+ users in Hyderabad and delivered Windows PC Refresh and Mac Refresh projects, including device provisioning, deployment, configuration, user/data migration, troubleshooting, and post-deployment support.
Reduced
ServiceNow CMDB asset discrepancies by 40% through structured audits, validation, and reconciliation. Experienced in collaborating with global IT, Security, Facilities, Network, and Infrastructure teams to resolve high-priority incidents, meet SLA commitments, and minimize business disruption.
Experience
IT Infrastructure Analyst II - Shure Audio Technologies Pvt. Ltd. - Hyderabad, India
(2022-02 - 2026-09)
- Supported 150+ users as the primary on-site IT technical resource across Windows and macOS environments, providing L2/L3 troubleshooting and end-to-end incident resolution.
- Successfully delivered Windows PC Refresh and Mac Refresh projects, including laptop provisioning, deployment, configuration, user/data migration, troubleshooting, and post-deployment support.
- Managed and supported ServiceNow ITSM/CMDB, Active Directory, Okta SSO, Microsoft 365, Windows, macOS, hardware, and asset lifecycle operations.
- Reduced ServiceNow CMDB asset discrepancies by 40% through structured asset audits, validation, and reconciliation, improving asset accuracy and operational efficiency.
- Resolved complex L2/L3 incidents involving Windows, macOS, Microsoft 365, VPN, certificate authentication, hardware, software, network, and enterprise access issues.
- Managed the complete hardware lifecycle, including procurement coordination, deployment, inventory management, asset replacement, secure disposal, and documentation for 150+ endpoints.
- Supported new-hire onboarding, laptop allocation, account setup, hardware replacement, asset management, and Executive/VIP support.
- Collaborated with global IT, Security, Network, Facilities, and Infrastructure teams on remediation activities, infrastructure upgrades, endpoint deployments, and IT initiatives.
- Troubleshot enterprise LAN/Wi-Fi connectivity, endpoint failures, hardware issues, application incidents, and user access issues while maintaining SLA commitments.
- Maintained accurate IT asset records and coordinated hardware replacements and lifecycle activities through ServiceNow.
Member Technical - ADP India Pvt. Ltd. - Hyderabad, India
(2018-11 - 2022-01)
- Managed Active Directory accounts, security groups, and Group Policies for 200+ users, including access provisioning and deprovisioning.
- Supported Windows deployment, OS imaging, software distribution, and patch management across the endpoint environment.
- Maintained accurate IT asset records in ServiceNow CMDB and resolved incidents within SLA, contributing to 95%+ SLA compliance.
- Supported Microsoft 365, Exchange Online, VPN connectivity, Outlook, Teams, and remote-user troubleshooting.
- Coordinated with hardware vendors for warranty replacements and enterprise hardware support, helping reduce device downtime.
- Delivered L2 technical support for desktop, laptop, software, hardware, and network issues.
- Recognized with multiple performance awards for reliability, ownership, and customer support.
IT Administrator - TechMinds Learning Services - Hyderabad, India
(2017-12 - 2018-07)
- Managed Active Directory administration and user access provisioning.
- Troubleshot LAN, Wi-Fi, Cisco network, DNS, DHCP, and endpoint connectivity issues.
- Maintained IT asset inventory and supported organizational security and compliance requirements.
- Provided Windows desktop administration and end-user support.
Technical Support Engineer - 64 Network Security Pvt. Ltd. - Hyderabad, India
(2017-05 - 2017-11)
- Installed, configured, and maintained enterprise desktops, laptops, printers, and peripheral devices.
- Delivered onsite and remote technical support for Windows and macOS users.
- Supported antivirus management, software updates, and patch compliance.
- Configured Microsoft 365, VPN clients, and Remote Desktop connectivity.
IT Support Engineer - Experis IT India - Hyderabad, India
(2015-05 - 2016-08)
- Delivered L1/L2 technical support while maintaining 95% SLA compliance.
- Performed Windows OS deployment, imaging, software installation, hardware troubleshooting, and endpoint provisioning.
- Supported Microsoft 365 account creation, mailbox provisioning, and new-user onboarding.
- Diagnosed desktop, printer, network, and application issues to minimize user downtime.
Desktop Support Engineer - Progressive Infovision Pvt. Ltd. - Hyderabad, India
(2014-10 - 2015-03)
- Provided desktop, laptop, printer, and network support for enterprise users.
- Installed operating systems, configured business applications, and performed routine system maintenance.
- Resolved hardware and software issues while maintaining a high level of customer support.
Education
Bachelor of Technology (B.Tech) - Information Technology (2012)
