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Ruchitha Thota - IT Support technician

[email protected]

Location: Madison, Wisconsin, USA

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Ruchitha Thota United States | Open to relocate|414-241-7475 | [email protected] SUMMARY IT Support Technician with 3+ years resolving 100+ Tier 1 tickets/month across Windows, macOS, and hybrid cloud environments, cutting endpoint downtime 25% and supporting infrastructure for 500+ devices. Fluent in Active Directory, Microsoft 365 administration, and SQL-driven reporting. CCNA in progress. CORE SKILLS Operating Systems: Windows 11/10, Windows Server, macOS, Linux (Ubuntu, RedHat) Identity & Access: Active Directory, Microsoft Entra ID (Azure AD), Group Policy, account provisioning Collaboration Platforms: Microsoft 365, Teams, Outlook, Exchange, OneDrive, SharePoint, NetSuite, VoIP Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, Ethernet, network troubleshooting Endpoint & Device Mgmt: Patch management, antivirus monitoring, MDM, asset lifecycle, imaging, deployment Data & Reporting: SQL, database troubleshooting Ticketing & Docs: ServiceNow, Jira, SOPs, knowledge base authoring Scripting: PowerShell, Bash AI Productivity Tools: Microsoft Copilot, Claude PROFESSIONAL EXPERIENCE IT Support Technician Concordia University Wisconsin, Mequon, WI Jan 2025 Dec 2025 Resolved 100+ Tier 1 tickets per month within SLA across Windows 11, macOS, and mobile devices, using ServiceNow and Jira to triage and track. Cut endpoint downtime 25% by streamlining hardware, VPN, Wi-Fi, and printer troubleshooting for a mixed PC/Mac fleet. Owned full account lifecycle in Active Directory and Microsoft Entra ID (Azure AD) provisioning, deprovisioning, and access control for all onboarding/offboarding. Administered Microsoft 365 (Teams, Outlook, Exchange, OneDrive, SharePoint) for a hybrid workforce, managing permissions and resolving collaboration outages. Queried and validated data in SQL to improve reporting accuracy and speed ticket resolution. Ran end-to-end asset lifecycle tracking deployment, recovery, tagging keeping inventory audit-ready. Authored SOPs and knowledge base articles, integrating Copilot and Claude to cut documentation time. IT Support Technician Wipro Limited, Hyderabad, India May 2021 Feb 2024 Supported enterprise hardware across 500+ devices in high-density environments, troubleshooting Windows Server, Linux, and network connectivity. Executed device imaging, asset tagging, and deployment for onboarding/offboarding, keeping inventory accurate at scale. Administered Active Directory accounts, group policies, and permissions, maintaining secure access org-wide. Diagnosed hardware failures on desktops, laptops, and peripherals; escalated complex cases and coordinated vendor warranty replacements. Wrote troubleshooting documentation and SOPs that reduced repeat incidents and shortened team resolution time. Monitored endpoint patching and antivirus coverage across the fleet, reducing security exposure. CERTIFICATIONS Cisco Certified Network Associate (CCNA) In Progress EDUCATION M.S. in Computer Science | Concordia University Wisconsin | Mar 2024 Dec 2025 B.S. in Electronics and Communication Engineering | JNTUH | Jul 2018 Aug 2022 Keywords: artificial intelligence active directory information technology Idaho Wisconsin