Summary
Overview
Work history
Education
Skills
Additional Information
Timeline
Generic

Ramana Gopu

Middlesbrough,North Yorkshire

Summary

IT Support Engineer with 3+ years of experience in the pharmaceutical industry, specialising in supporting QC laboratory IT systems. Proven expertise in Empower (Chromatography Data System) and exposure to LIMS, with a strong track record of maintaining validated systems in compliance with cGMP, GAMP5, and GxP standards. Skilled in application support, incident management (ServiceNow), and system documentation to ensure data integrity and regulatory readiness. Experienced in coordinating with vendors, QA/QC teams, and cross-functional stakeholders to support system upgrades, validation activities, and lifecycle management. Proficient in Microsoft 365, Azure, Intune, and Active Directory, with strong troubleshooting, problem-solving, and process improvement capabilities. Committed to ensuring system reliability, enhancing compliance, and delivering continuous improvements in regulated IT environments.

Overview

4
4
years of professional experience

Work history

IT Lead Engineer

Dr Reddy's Laboratories
Mirfield, WEST YORKSHIRE
05.2024 - Current
  • Provided application support for Empower (Chromatography Data System), including configuration, validation testing, troubleshooting, and coordination with vendors for escalations and upgrades.
  • Ensured lab IT systems remained in a validated state in compliance with cGMP, GAMP5, and data integrity standards, supporting audit readiness and regulatory inspections.
  • Delivered 1st and 2nd line support for laboratory and business-critical applications, minimising downtime and ensuring smooth QC/QA operations.
  • Utilised ServiceNow for incident, change, and request management, ensuring SLA compliance and maintaining detailed ITIL-aligned documentation.
  • Collaborated closely with QA, QC, and Production teams to align IT system support with regulated processes and business objectives.
  • Maintained and updated IT documentation, SOPs, and validation records to support compliance with GxP and IT QMS frameworks.
  • Supported IT project activities including system upgrades, validation testing, and change control, ensuring smooth transition and business continuity.
  • Administered Active Directory user management, network access provisioning, and license management for lab systems.
  • Performed preventive maintenance and monitoring on laboratory IT systems, ensuring reliability, availability, and security of critical applications.
  • Promoted best practices for system utilisation, knowledge transfer, and user training, contributing to continuous improvement of QC IT operations.

2nd Line Technical Support Engineer

HGS
Middlesbrough, NORTH YORKSHIRE
02.2022 - 04.2024
  • Delivered 1st & 2nd line technical support across desktops, laptops, mobile devices, VOIP, and business-critical applications, ensuring SLA targets were consistently achieved.
  • Supported Microsoft 365, Windows OS, Google Workspace, VPN, and RDP environments, resolving issues promptly via phone, email, and remote tools.
  • Administered Active Directory accounts including provisioning, password resets, and group policy updates, supporting secure and efficient user access.
  • Assisted with mobile device management (iOS/Android) configuration and troubleshooting, ensuring compliance with security policies.
  • Logged, tracked, and escalated incidents using ServiceNow, applying ITIL best practices for incident and problem management.
  • Performed software installations, updates, and patching in line with corporate security standards.
  • Collaborated with infrastructure and escalation teams to address recurring issues and implement process improvements for system stability.
  • Contributed to IT documentation and knowledge base updates, enabling consistent service delivery and user self-help resources.
  • Supported new starter onboarding through workstation provisioning, email setup, and user orientation, ensuring smooth integration into organisation.

Data Engineer

Qtek Digital
Hyderabad
08.2021 - 01.2022
  • Designed and maintained ETL pipelines using Azure Data Factory (ADF), Pentaho, and SSIS to automate data workflows and improve reporting efficiency.
  • Developed and optimised SQL-based transformations and Power BI dashboards, delivering actionable insights for leadership teams.
  • Collaborated with cross-functional stakeholders to translate business requirements into scalable, data-driven solutions.
  • Documented data lineage, ETL logic, and dashboards to ensure continuity and knowledge transfer across teams.

Education

Master of Science - Biotechnology

Teesside University

Bachelor of Science - Biotechnology

Bhavans
Sainikpuri
2016

Skills

Laboratory & Quality Systems

  • Application Support: Empower (Chromatography Data System), Labware LIMS (exposure/interest), ServiceNow
  • Knowledge of GxP, cGMP, ISO standards, and GAMP5 guidelines
  • Experience supporting validated IT systems in regulated pharmaceutical environments
  • IT documentation, change control, and system validation processes

IT Service Management & Compliance

  • Incident, Problem, and Request Management (ITIL standards via ServiceNow)
  • Adherence to IT QMS frameworks, audit readiness, and data integrity standards
  • Vendor coordination and support for system upgrades, validation, and lifecycle management

Infrastructure & Administration

  • Microsoft 365 Administration (Exchange Online, Teams, OneDrive, SharePoint)
  • Active Directory / Entra ID (Azure AD) – User & Group Management, Conditional Access
  • Microsoft Intune – Endpoint management, device compliance, policy deployment
  • VPN & Remote Desktop Troubleshooting (RDP, Cisco AnyConnect)
  • Network Management – Switch, WLAN, Port Configuration, LAN/WAN troubleshooting

Cloud & Security Tools

  • Azure Portal – Resource management, VM monitoring, and access policies
  • Azure Monitor & Log Analytics – Alert configuration, diagnostics, and performance insights
  • Azure Defender / Microsoft Defender for Endpoint – Security configuration and response

General IT Support

  • 1st & 2nd Line Technical Support (Remote & Onsite)
  • Device Imaging & Software Deployment (SCCM, Intune)
  • Mobile Device Management (MDM – iOS/Android)
  • Hardware Support – Printers, Peripherals, connectivity troubleshooting

Additional Information

  • No visa sponsorship required – eligible to work in the UK without restrictions.

Timeline

IT Lead Engineer

Dr Reddy's Laboratories
05.2024 - Current

2nd Line Technical Support Engineer

HGS
02.2022 - 04.2024

Data Engineer

Qtek Digital
08.2021 - 01.2022

Master of Science - Biotechnology

Teesside University

Bachelor of Science - Biotechnology

Bhavans

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Ramana Gopu