1. Madhu Sudhan Reddy P
Work Experience: 6 Years
Contact Number: +91-9985082217
E-Mail:- madhu1417@gmail.com
Professional Summary
• Demonstrated skills in IT Infrastructure management and support.
• Proven ability to work with clients in challenging environment and to effectively provide support on
IT projects and deployments
• Proven skills in Identity and Access Management, User provisioning and access control.
• Demonstrated abilities in supporting project as per the SLA.
• Addressing all important issues and documenting the issues.
• Good analytical, logical and inter-personal skills
• Good Team Player
Highlights of Expertise:
• Troubleshooting / Resolution
• End user support
• IT Operations Management
• Asset Management
Educational Profile
B. Tech (Electronics and Control Systems) from JNTU University
Career Profile
Company Name and Designation
• Mylan Laboratories Ltd. – Senior Assistant (January 2015 – Till date)
• AXA Technology Shared Services – Security administrator (February 2014 – January 2015)
• Magna InfoTech ( thru Wipro InfoTech) – Remote Support Engineer (January 2013 - January
2014)
• Allied Digital Services Limited – System Support Engineer (January 2011 - December 2012)
• Maha Electronics Pvt Ltd ( HP Service Provider) – Desktop Support Engineer (April 2010 to
January 2011)
Skills Summary
• Operating Systems: Windows Server 2000, 2003, 2008, 2012, Windows XP, 7, 8
• Applications: Office 365, Active Directory.
• Knowledge and training on VMware.
• Ticketing Tools: Service Now, BMC Remedy
Certifications

2. • MCITP (Server Administrator) 70-646 Windows Server Administrator.
• HP Commercial Desktops Certified Engineer.
Details of the Projects
1. Organization: Mylan Laboratories Ltd
Role: Senior Assistant
Team Size: 16
Duration: January 2015- Till date
Activities:-
• Team Leader for India IT Service Center & Access Management for Mylan Laboratories Ltd,
which is the first point contact for all IT related issues
• Primary responsibility includes handling day to day activities and escalations with regards to
functioning of the IT Service center & Access Management
• Coordinating and reporting to the Global IT Service Center in the US.
• Maintaining the daily. Monthly and yearly metrics of the Service center. KPI’s are FCR, ASA,
CSAT and Call Abandon Rate.
• Handling all escalation issues and log into the bridge when P1, P2 open.
• Involved in multiple projects including O365 rollout, Dossier Application, Price Right Application.
• Install, Configure and troubleshooting MS Exchange Mail client.
• Working with global exchange team to resolve the client issues like 0365 Mail box storage issue.
• Installing, configuration & administration of File and Print Servers.
• Coordinating and reporting to the Global Team in the US.
• Creating user account creation in Active directory.
• Providing shared folder access to users as per user request.
• Incident Management using BMC Remedy, Service Now. Monitoring incident status and averting
incidents getting breached.
• Following Global Routing and On Call matrix for incident submissions and escalations for Critical
incidents.
2. Organization: AXA Technology Shared Services
Client: Alliance Bernstein
Role: Security administrator
Environment: Windows 2008, Active Directory
Team Size: 19
Duration: February 2014 – January 2015
Activities:-
• Identity and access management in AD.
• Managing Active Directory objects.
• Creating Organization Units, Groups and Users through quest.
• Creating new group policies as per the Customer request.
• Creating home drives and share drives and providing access to users as per request.

3. • Creating, modifying and delete user accounts as per customers request.
• Working on DNS and DHCP.
• Active directory user account creation/deletion, OU activities like moving servers/users
from one OU to another, providing access for the server, Account lockouts.
• Handling the Service Admin request process for client’s proprietary applications.
• Creating/coordinating creation of Application Ids or controlling access to systems and
Services.
• React and Proactive to problem queues in a timely manner, managing through to
resolution across Shifts and within SLA.
• Co-ordinate completion of Service requests including handling escalated/ complex
requests.
• Troubleshooting incidents that may not have been documented thereby contributing to
the teams Known error database or knowledge base.
• Co-ordinate/implement projects with specific goals.
• Provide support and guidance to offshore, onshore teams and to other support teams,
when required.
• Represent team in all forums including meeting with clients to discuss matters related to
both parties.
• Worked on incident management tools like Service now and AB Console
3. Client: Mylan Laboratories Ltd
Role: Remote Support Engineer
Environment: Windows 2008, Active Directory
Team Size: 10
Duration: January 2011 to January 2014
Activities:-
• Responsible for diagnosing & resolving hardware, software & end users problems.
• Handling incoming incidents via the BMC tool / phone / e-mail promptly and effectively.
• Acting as the first point of contact for all technical queries.
• Take ownership of a call and seeing it through to closure.
• Involved in the rollout of software updates and patches.
• Communicating with third party technical specialists.
• Responsible for allocating work to junior staff and induction training for new staff.
• Deploying new hardware, server backups & evaluating new software & security risks.
• Working on Active Directory accounts, configuration of Blackberry’s & laptops..
• Working within a TCP/IP network environment, including DHCP, DNS.
• Joining the Workgroup Machines to Domain.
• Configuring the printers in cannon Uniflow print server.
• Managing SAP Security, Password Reset Account unlocks.
• Deploying applications related to the client environment through Altiris Deployment
Server.
• Maintaining and troubleshooting network related issues like connectivity and
Performance.
• Response & closure of calls within committed SLAs (BMC Remedy – ITIL based).
4. Client: Infosys Technologies, Hyderabad
Role: System Support Engineer
Environment: Windows 2008, Active Directory

4. Team Size: 6
Duration: April 2010 to January 2011
Activities:-
• Responsible for providing IT assistance to hardware, software installations and
troubleshooting for HP Desktops and Laptops.
• Installing operating systems by using Ghost Image and with BDD & MDT.
• Installation and troubleshooting of hardware components.
• Configuration and trouble shooting of Microsoft Outlook.
• Installation and configuration of Local printers and network printers.
• Installing and configuring Applications Software like Oracle, SQL Server, .NET
• Achieved the desired services in the areas of helpdesk activities as per the user’s
request.
• Maintaining the Asset Management Up to date as per the Internal Audits.
• Response & closure of calls within committed SLAs.
• Resolving the AV related issues.