NAVEEN KUMAR GOPALA REDDY

Operations Associate

India6 yrs 5 mos experience

Most Likely To Switch

Key Highlights

ITIL-certified professional ensuring service reliability.
Expert in identity and access management solutions.
Proven track record in optimizing IT operations.

Stackforce AI infers this person is a skilled IT Support Engineer with expertise in enterprise IT environments and service management.

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Skills

Core Skills

It Service ManagementTechnical SupportIdentity And Access ManagementAsset Management

Other Skills

Information TechnologyTicketing SystemsOktaSecurity ManagementSoftware License ManagementWorkflow OptimizationIT Hardware SupportActive DirectoryTroubleshootingJira Service DeskGoogle WorkspacePalo Alto NetworksHelp Desk SupportCustomer InteractionTeam Leadership

About

I am an IT Support & Operations Engineer with over 5 years of experience supporting enterprise IT environments across diverse, fast-paced workplaces. I have a strong background in onsite IT operations, service desk support, identity and access management (IAM), and device administration for both Windows and macOS platforms. My technical expertise includes Jira Service Desk, Okta (IAM), JAMF, Nexthink, and Google Workspace, enabling me to deliver efficient troubleshooting, secure access management, proactive monitoring, and seamless end-user support. I am experienced in IT asset lifecycle management, hardware provisioning, conference room AV support, and corporate compliance standards. As an ITIL-certified professional, I follow globally recognized IT service management practices to ensure service reliability, reduced downtime, and excellent user experience. I am comfortable supporting multinational teams, working across time zones, and collaborating with global IT and security teams. I am known for my customer-centric approach, strong communication skills, and ability to adapt quickly to new environments and technologies. I am actively seeking international opportunities, including onsite, hybrid, or contract roles, and am open to visa-sponsored positions where I can contribute my skills while growing within a global organization.

Experience

6 yrs 5 mos

Total Experience

1 yr 7 mos

Average Tenure

1 yr 9 mos

Current Experience

Nexthink

Information Technology Specialist

Aug 2024 – Present · 1 yr 9 mos · Greater Bengaluru Area

Confluent

Engineering Specialist

May 2023 – Aug 2024 · 1 yr 3 mos

❖ Okta fast pass implementation
Managing laptop setups, deployments and upgrades for new and current employees
❖ Installing new hardware and software upgrade & Providing Applications requests for users
❖ Monitoring and responding quickly and effectively to end-user requests or incidents while meeting SLAs
❖ Analyzing and solving technical problems by using problem-solving skills via ticketing tools Jira, Fresh service , Atlassian and remote assistance
❖ Providing technical support as On-Site Engineer for audio/visual during meetings and events
❖ Diagnosis and resolution of computer hardware, software, and network issues
❖ Asset Management & purchasing for hardware, software, and SaaS applications
❖ Experience working on high volume tickets and meeting the SLA.
❖ Managing On-Boaring and Off-Boarding for the users
❖ Okta FastPass Implementation
➢ Collaborated with Okta SMEs to test, configure, and deploy Okta FastPass, enabling passwordless authentication for SAML and OIDC mitigating risks associated with compromised credentials.
➢ Successful rollout of Okta FastPass, enabled passwordless authentication and enhanced security posture.
❖ Trelica/Zylo Software License Management
➢ Conceptualized and implemented workflows to optimize software
license usage, automatically reclaiming licenses from inactive accounts after 90 days, ensuring resource optimization and cost-effectiveness.

Information TechnologyTicketing SystemsIT Service ManagementTechnical Support

Cloudera

Engineer

Oct 2021 – May 2023 · 1 yr 7 mos

❖ ProvidinghardwareandsoftwaresupportatLevel3.Thisincludesphysical&virtual desktop configuration, diagnostics, and Hardware issue
❖ TroubleshootingofMac&Windowslaptop,WiFidevices,Citrix,andVPNissues
❖ Implementingsoftwareupdatesandsystemcapabilitiesforserviceusers
❖ Providefirst-linetechnicalsupport:triagingissues,gatheringinformation,resolving
end-user queries & receiving incoming tickets
❖ StrongknowledgeofJira,Confluence,OktaAdministration,JAMF,MicrosoftActive
Directory, Google Suits, server configuration
❖ evaluatehardwareandsoftwaresolutionsandparticipateinITprojects.
❖ Analyzingandsolvingtechnicalproblemsbyusingproblem-solvingskillsviaticketing
tools Jira, Fresh service , Atlassian and remote assistance
❖ EnsuresecurityismaintainedbysettingupvariousOktapolicies(MFA,Sign-on,Threat
Insight)

IT Hardware SupportActive DirectoryTechnical SupportIT Service Management

Wells fargo

Associate Engineer

Sep 2019 – Jul 2021 · 1 yr 10 mos

Identifyinghardwareandsoftwaresolutions
❖ installandconfigurecomputersystems,diagnosehardwareandsoftwarefaultsand
solve technical and application problems
❖ Supportedcustomerswithproductandserviceissuesthroughtroubleshootingand technical support.
❖ ObtaininginformationfromCustomerServiceManagersandotherdepartmentsto respond to customer inquiries accurately.
❖ Achievedon-timeutilityinstallationbycoordinatingserviceswithexternalcompanies.
❖ Workwithpartnerstofindefficienciesandimplementimprovementstoourinternal
systems
❖ ProvidinghardwareandsoftwaresupportatLevel3.Thisincludesphysical&virtual
desktop configuration, diagnostics, and Hardware issue
❖ TroubleshootingofMac&Windowslaptop,WiFidevices,Citrix,andVPNissues
❖ Supportedemployeeonboarding/offboardingconductednewhireorientations,and
assisted with special projects and rollouts.
❖ RenderedcomprehensivesupportforGoogleWorkspace,Okta,O365,Zoom,andother
critical applications.
❖ Spearheadedsoftwarelicenseoptimizationinitiatives,implementingworkflowstorecycle
inactive licenses, driving cost savings.