Pabba Shirisha

Shirisha Pabba Technical Support Engineer- ◇ - ◇ India ◇ Open to Relocate SUMMARY Customer-focused Technical Support Engineer with 3+ years of experience delivering end-user support across global enterprise environments. Skilled in troubleshooting MacOS, Windows, iOS, and Android systems, managing IT infrastructure, and driving cross-functional IT initiatives. Proven ability to manage high-priority incidents, lead user training, and support hardware/software rollouts in complex environments. Dedicated to enhancing the user experience, scaling IT support systems, and aligning technology with business goals in fast-growing organizations like Meta. EXPERIENCE Senior Systems Engineer Apr '24 — Present Cognizant Technology Solutions Hyderabad, India Oversaw IT hardware/software for India operations, ensuring minimal downtime and high system availability. Delivered timely escalation and end-to-end incident resolution with clear, proactive communication. Trained and onboarded new hires, setting up devices and ensuring access to required systems via SSO and MDM. Enforced adherence to IT policies and security standards, collaborating with compliance teams. Used performance and user feedback metrics to identify improvement areas and propose solutions. Identified performance issues, documented impact, and initiated mitigation strategies with stakeholders. Mentored junior engineers and support staff to build technical and troubleshooting skills. Participated in IT leadership meetings to relay user feedback and enhance operational effectiveness. Monitored ticket queues, maintaining response/resolution SLAs while improving ticket quality and closure accuracy. Delivered white-glove remote support using tools such as Citrix, VDI, and ServiceNow. Systems Engineer Aug '22 — Apr '24 Cognizant Technology Solutions Hyderabad, India Resolved access and application issues across Windows, MacOS, and Linux environments. Resolved escalated issues related to networking, AD, email, remote access, and mobile devices. Escalated unresolved technical issues per SLA standards and documented incident trends for analysis. Collaborated with internal and vendor teams on high-priority (P1/P2) incident resolution. Collaborated with cross-regional teams to manage high-impact issues and business-critical escalations. Graduate Trainee Aug '21 — Aug '22 Cognizant Technology Solutions Hyderabad, India Managed user accounts, permissions, and MFA configurations through Active Directory and Azure. Handled inbound support via phone and chat, consistently exceeding AHT and SLA metrics. Processed support tickets through ServiceNow, maintaining accurate documentation. Maintained high user satisfaction across multiple communication channels (phone, chat, and email). EDUCATION Bachelor of Science in Electronics, St.Francis College for Women Hyderabad, India CERTIFICATIONS Microsoft 365 Fundamentals (MS-900), Udemy Microsoft 365 Essentials, Udemy SKILLS OS & Devices: MacOS (10.7+), Windows 7/10/11, iOS, Android IT Infrastructure: Networking, Active Directory, LDAP, VDI, Citrix Tools: ServiceNow, Microsoft Intune, Okta, Apple Configurator, Azure MFA, Zscaler Project Experience: Office setups, IT support process improvement Support: Remote/Desktop Support, Ticketing Systems, Escalation Handling, SLA Compliance, A/V Conferencing, Event Support, MDF Soft Skills: Communication, Customer Service, Training, Incident Management, Stakeholder Collaboration, Problem Solving