Pradeep Devalapalli, B-Tech Graduate

Senior Systems Support Engineer at Zogenix, Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
Hyderabad, Telangana, India, IN
Languages
  • English Professional working proficiency

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Credentials

  • ITIL Foundation Level
    Pearson
  • MCSA
    Microsoft

Experience

  • Zogenix, Inc.
    • United States
    • Pharmaceutical Manufacturing
    • 1 - 100 Employee
    • Senior Systems Support Engineer
      • Feb 2020 - Present

       Taking primary responsibilities for customer interaction and management of infrastructure services.  Working on the life cycle of level 2 helpdesk incidents, requests and prioritizing and triaging the tickets through the Jira Remedy tool.  Triaging and documenting the tickets and creating the knowledge base articles for self-service.  Diagnosing and troubleshooting software and hardware problems and helping end users with installing the applications and programs.  Collecting and documenting the information on the problem and escalate it to Tier-3 if necessary and follow-ups till the ticket closure.  Assistance on SharePoint access requests and troubleshooting and administration.  Taking care of exchange, email group’s creations, mailbox and shared mailbox creations and managing office365 administration requests.  Troubleshooting and mapping network shared drive issues and security groups.  Access provisioning by adding the users to the active directory user groups and security groups.  Onboarding and taking the new hire orientations and configuring the accounts and backups and assisting with the corporate access and trainings.  Performing the security patches and updates through LogMeIn client.  Intune Mobile Device Management (MDM) support for 500+ Devices. Formerly used Maas360.  Assisting end users with troubleshooting of device performance issues of laptops, mobile devices, and printers.  Dealt with OneLogin, MFA assistance and assigning the applications on requests.  Assisting the end users with FortiClient, Global Protect VPN issues.  Handling exchange office365 administration requests, managing active directory user related issues.  Assisting the end users with account issues and access issues.  Windows patching and operating system updates and migrations.  UCB acquired Zogenix: during the migration process, I have created the user accounts on the UCB and given support for post migration process for 300 + users. Show less

  • IDrive Software India Pvt Ltd
    • India
    • Software Development
    • 200 - 300 Employee
    • Cloud Backup Support Analyst, Product Testing Engineer
      • Apr 2017 - Jan 2020

      IDrive helps you to protect data through regular online backups. That way your data is available right when you need it, as well as stored safely off-site. While most other cloud services charge per device, IDrive protects multiple devices, at a single price and restores the data.  Providing enterprise level support to the home users, personal users, business users and enterprise users on the products of IDrive, IBackup, Remote PC and pricing plans.  Assisting the customers on purchased products, through email support, Chat Support and Remote support and phone support and escalating the issues to engineering and development teams with documentation.  Performing the daily load balance testing of IDrive products with different public Ip address.  Providing technical assistance and perform testing analysis on database backup related issues.  Provided data backup support for products- IDrive, IBackup, Remote PC, NAS Devices (Qnap, Synology, Net gear)  Assisting with installation of products on Windows, Mac, Linux, and NAS devices and assisting with data backups  Analyzing Crash report and Application log analysis and correcting the backup errors.  Support through email/Chat/Online/remote support and phone support, ticketing.  Troubleshooting technical issues and providing Application support with respect to Windows Mac, iPhone, Android devices and Server backups  Performing the daily testing on the products when new releases and updates and patches.  Assisting end users on Backup data from multiple computers, backups via web-based console,  File Sharing, Archiving, restoring and sync data. Show less

  • LinkedIn
    • United States
    • Software Development
    • 700 & Above Employee
    • Information Technology Support Engineer
      • Jul 2014 - Apr 2017

       Expertise in working on incident management in-service now and Jira remedy tool.  Exceptional customer service skills. Provide L2 Help Desk support and resolve problems to the end-users satisfaction.  Providing support to end-users on Windows x, Mac and Linux issues, Android and iOS devices.  Network/Hardware/Software, Installation and troubleshooting the applications used in our organization..  Assisting with the onboarding of new hires and account creations.  Active Directory Administration: - providing end-users to access certain security groups, AD password resets/account unlocks/display name change/location update.  Exchange: -email alias creation-mail forwarding, creating a distribution list.  Supporting different regions LinkedIn customers around the globe and escalating the issues to the next level for assistance.  Providing 24/7 Global support over (Tickets, calls & chat).  Working with collaboration/Communication tools like Cisco Jabber, WebEx, Blue jeans, Slack, Hangouts, etc.  Assist Remote tools: -Bomgar, WebEx, LANDesk Server management.  Configuring emails on Android and iOS devices using MDM (mobile device Management) tools using Maas360, Air watch administration and enterprise wipe for lost and stolen devices.  Resolving OKTA SSO Application account related issues and password resets and assigning the applications to the end-users.  Responsible for assistance cloud-based applications like and Office365 and Gmail.  Responsible to add users to the requested appropriate Distribution Lists in exchange and to the LDAP groups in AD and Better Cloud, Google groups and Group id web-based application.  Deploying the Packages using Casper Remote, LANDesk to windows and Mac machines.  Assisting remote users on Cisco Any Connect Mobility client VPN issues.  Symantec VIP token registration  Troubleshooting Cisco desk phone issues and resetting voicemail passwords. Show less

  • Symphony Teleca
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Associate IT Consultant
      • Nov 2011 - Mar 2014

       Provided L1 support, SERVICE desk, and helpdesk Activities: -  Providing Level 1 support top clients like WELLS FARGO, CITI, HSBC, THOMSON REUTERS, and TIAACREFF etc in various applications to end-user.  Provide telephonic and remote support for all global clients round the clock.  Change and setup user accounts and passwords reset.  Monitor all alerts through Nagios tool and Acknowledging and troubleshooting accordingly.  Provided production support by documenting tickets and communicating with customers and vendors. Resolved system issues on own and collaborated with IT, team members.  Handling in-bound and out-bound calls and logging tickets resolving, assigning the priority and routing the tickets to the appropriate team/department.  Creation for solution documents and uploading it in Knowledge base tree for future reference purposes.  Created images for various divisions for all desktops and laptops using Norton Ghost.  Supported all remote offices and home-based users using remote tools, and Cisco VPN.  Used the internal ticketing system Summus, and global ticketing system Gohosting and provided support for approximately 3,500 customers.  Provided technical support for hardware/software configurations and applications.  Given Email support for desktop, Laptop users, and resolved outlook 2007 and 2010 exchange issues to the end-users. Show less

  • HCL Infosystems Ltd.
    • India
    • Information Technology & Services
    • 700 & Above Employee
    • Junior System Administrator-Trainee
      • Jan 2010 - May 2011

       Extensive knowledge, working as a Data Center Operations, NOC operations  Thorough knowledge of Data Center Operations with a strong knowledge of Operations methodology.  APSCAN Datacenter maintenance with 102 servers including ESX Blade servers with 7 hosts and 18 guest operating systems monitoring and maintenance  Backup Management using Ultrium3 Tapes.  Taking Daily and Weekly Basis of System State Backup for Domain Controllers and Application Servers.  Taking Weekly Basis of All Application Servers Home Directories Backups.  Regularly monitoring all the servers (using free ping) and their system performances.  Using CA Service desk tool logging the daily calls and assigning the calls to the respective team on a priority basis  Desktop Support Experience:-  Handling all hardware related issues on laptops and desktops, Installation of Applications.  Maintenance and troubleshooting on application software, Scan the virus of the complete system, Data Recovery.  Maintaining Networking Works. Installation and configuration of all kinds of printer.  Visiting Customer’s location and at times providing technical solutions through phone. Troubleshooting issues with Servers, Desktops and laptops. Show less

Education

  • JNTUH College of Engineering Hyderabad
    Bachelor of Engineering - BE, Computer Science
    2003 - 2007
  • JNTUH College of Engineering Hyderabad
    Bachelor of Technology - BTech, Computer Science
    2003 - 2007

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