Guru Prasad Itla
About Candidate
- Application, Production, and IT Support Engineer with 3+ years of experience in 24/7 enterprise environments ensuring high system availability and SLA compliance.
- Experienced in ITIL-based Incident Management (P1–P5), application monitoring, log analysis, and Root Cause Analysis (RCA).
- Proven track record of maintaining 99.7% uptime and resolving 40+ incidents daily.
- Skilled in Windows 10/11 administration, Active Directory user management, Microsoft 365 support, VPN and network troubleshooting (TCP/IP, DNS, DHCP), deployment and rollback coordination, and cross-team collaboration with infrastructure and database teams.
- Detail-oriented professional focused on minimizing downtime, improving system performance, and delivering reliable support operations.
- Currently based in Dubai on visit visa and available for immediate joining.
Location
Education
Bachelor of Civil Engineering graduate from Jawaharlal Nehru Technological University with strong analytical, problem-solving, and technical foundations. Developed structured thinking, project coordination skills, and attention to detail, which support effective troubleshooting and system management in IT environments.
Work & Experience
Provided Production Support in a 24/7 environment, ensuring high application availability, SLA compliance, and 99.7% uptime. • Managed end-to-end Incident Management lifecycle (P1-P5) under ITIL framework, performing log analysis, root cause analysis (RCA), and proper escalation. • Performed application monitoring, proactive alert handling, and troubleshooting of login failures, application slowness, server crashes, backend connectivity, and performance issues. • Supported deployment activities, version releases, and rollback coordination during production changes. • Utilized JIRA for ticket tracking, SLA monitoring, KPI reporting, and documentation; created Knowledge Base (KB) articles for permanent fixes. • Resolved 40+ incidents daily and collaborated with database, network, and infrastructure teams..
Delivered IT Support via voice, chat, email, and ticketing systems, resolving 30-40 tickets daily while ensuring SLA compliance. • Diagnosed and resolved hardware, software, and Windows OS issues including BSOD, system slowness, and installation/configuration errors. • Installed and configured desktops, laptops, printers, and provided remote/on-site support using Microsoft Teams, RDP, and Any-Desk. • Administered Active Directory (user account creation, password resets, account unlocks, permission management) and supported Microsoft 365 (Outlook, Teams, OneDrive). • Troubleshot network connectivity issues including VPN, LAN/WAN, TCP/IP, DNS, and IP configuration, escalating complex issues to L3 teams with detailed documentation. • Ensured proper incident documentation, knowledge sharing, and high customer satisfaction through timely follow-ups and communication..
