Tharun Thadakamalla

Technical Support Engineer with 6+ years of experience across enterprise environments in India and the USA, progressing from L1/L2 to L3 production support. Experienced in troubleshooting Windows/Linux systems, enterprise applications, identity and access services, and network-related production issues. Strong background in incident management, escalations, and service restoration, with hands-on experience in root cause and log analysis, and resolving high-priority issues in coordination with infrastructure and engineering teams.

Recognized for clear communication during incidents, structured problem-solving, cross-team coordination, and composure under pressure while meeting SLA commitments. Skilled in improving operational reliability through problem management, documentation, and PowerShell automation.

Technical Support Engineer - PNC Financial Services - USA

(2025-08)

• Provide L3 support for enterprise applications, infrastructure services, and production environments, troubleshooting complex Windows/Linux, application, access, and connectivity issues while handling 50+ monthly escalated incidents.
• Lead coordination of end-to-end incident resolution, driving root cause analysis, log investigation, and service restoration while collaborating with infrastructure and engineering teams to meet SLA commitments and maintain 95%+ SLA compliance.
• Act as escalation point during production incidents, coordinating cross-functional teams for triage, prioritization, and resolution of business-critical system issues affecting applications, access services, and infrastructure availability.
• Drive problem management by analyzing recurring incidents, identifying root causes, improving troubleshooting procedures, and contributing to operational improvements that reduced repeat issues by 15%.
• Initiate operational improvements in change management, patching, access control, and automation using PowerShell, improving operational efficiency and reducing manual intervention in support workflows.

Technical Support Engineer - Flipkart - India

(2020-07 - 2023-06)

• Provided L1/L2 technical support for enterprise systems, applications, endpoints, and infrastructure services, troubleshooting complex incidents and resolving 150+ monthly requests while meeting SLA commitments.
• Owned escalated technical issues across Windows/Linux systems, Active Directory, access management, network connectivity, and applications, collaborating with infrastructure teams to resolve 90%+ of incidents within defined timelines.
• Led incident triage and production support by analyzing logs, monitoring alerts, prioritizing incidents by severity, and coordinating with infrastructure teams to restore business-critical systems and services.
• Contributed to problem management through root cause analysis of recurring incidents, identifying systemic issues, and improving troubleshooting workflows via knowledge base and SOP updates, reducing repeat incidents by 15%.
• Supported infrastructure and cloud operations by troubleshooting virtual environments, performance issues, backup failures, and monitoring alerts, while using PowerShell to automate routine administrative tasks and reporting.

Network & IT Support Engineer - Paytm - India

(2018-05 - 2020-07)

• Provided L1/L2 technical support for business users, troubleshooting Windows/Linux systems, endpoints, business applications, and network connectivity issues while resolving 100+ monthly incidents within SLA targets.
• Managed daily IT operations including Active Directory administration, user provisioning, access management, workstation configuration, software installations, and hardware/software troubleshooting across 500+ end-user devices.
• Supported enterprise network operations by troubleshooting LAN/WAN, VPN, DNS/DHCP, firewall, and endpoint connectivity issues, coordinating with infrastructure teams for escalations and service restoration.
• Monitored support queues and infrastructure alerts, performing incident triage, troubleshooting, escalation handling, and resolution tracking for user-impacting issues while ensuring SLA adherence.
• Contributed to support efficiency by creating detailed troubleshooting documentation, SOPs, and knowledge base articles, while implementing basic PowerShell scripts to automate repetitive administrative and reporting tasks.

Master of Science - Cybersecurity - Rowan University (2025-05)