PREM PRAKASH MORYA

[email protected] • +91-7903249951 • Bangalore, Karnataka
LinkedIn: linkedin.com/in/prem-prakash-646025204

PROFESSIONAL SUMMARY

Technical Engineer with proven expertise in L1 Support and System Administration, specializing in ServiceNow and Jira platforms. Adept at managing incident resolution with a 95% ticket closure rate within SLA, driving operational efficiency and minimizing downtime. Skilled in streamlining IT processes and collaborating cross-functionally to enhance service delivery. Committed to leveraging technical acumen and problem-solving skills to support organizational goals and improve user experience.

WORK EXPERIENCE

Technical Engineer (System Administrator)
04/2022 - Present
Sureworks Infotech Pvt Ltd , Bengaluru, India
• Resolved over 30 end-user IT issues daily, improving system uptime and user productivity across hardware, software, and network domains
• Installed, configured, and upgraded Windows 10/11 and enterprise applications, reducing deployment time by 20%
• Managed Active Directory for 500+ users, streamlining account setups, password resets, and group policy enforcement
• Diagnosed and repaired hardware failures including BSOD and boot errors, decreasing downtime by 15%
• Troubleshot LAN/Wi-Fi connectivity, IP configurations, and VPN issues, enhancing network reliability and user access
• Maintained IT asset inventory and executed regular patch management, ensuring compliance and security standards
• Provided expert Outlook and email support, resolving PST creation and synchronization issues to improve communication efficiency

EDUCATION

B.Tech – Electrical and Electronics Engineering
09/2017 - 09/2021
IES College of Technology, Bhopal
Intermediate (10+2)
04/2014 - 05/2016
C.S.D College, Jharkhand
Matriculation (10th)
03/2014
Gayan Bharti High School, Jharkhand

SKILLS

Technical Skills: Incident Management, LAN/WAN, TCP/IP, VPN, Wi-Fi Troubleshooting, Active Directory, Group Policy, Windows 10, Windows 11, Windows Server, Backup & Recovery, Windows Firewall, Antivirus Management, SLA Management, Desktop Assembly, Laptop Assembly, Printer Setup, RAM Upgrades, SSD Upgrades
Soft Skills: Problem Solving, Customer Support, Communication, Team Collaboration, Troubleshooting Methodologies, Adaptability
Tools: Jira, AnyDesk, TeamViewer, Office 365 Outlook
Other: Microsoft Certified: Azure Fundamentals (Recommended), English (Fluent), Sureworks Infotech Pvt Ltd Domain Knowledge, Technical Support Best Practices

PROJECTS

Network Optimization & VLAN Setup
• Configured VLANs to segregate departmental traffic, improving network performance and security
Remote Control Robot
• Developed a wireless-controlled robot using RF communication as an academic project

CERTIFICATIONS

Microsoft Certified: Azure Fundamentals (AZ-900)
01/2022
Robotics & Wireless Communication
IndEyes Robotics
Advanced Diploma in Computer Application (ADCA)

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