Vijay Vardhan Thallapelly
London,United Kingdom
Summary
Proactive IT Engineer with 6+ years of experience in end-user support across healthcare and media sectors. Adept at troubleshooting, IT asset management, and streamlining support processes. Certified in cloud platforms and IT service management, delivering secure, scalable, and efficient IT solutions. Known for excellent communication, problem-solving, and mentoring abilities that enhance user satisfaction and cross-team collaboration.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Senior End User Technology Engineer
Moorfields Eye Hospital
London
02.2025 - Current
- Provide 2nd/ 3rd line support for end user technologies across NHS sites, ensuring timely resolution of incidents and requests.
- Manage and maintain endpoint devices (desktops, laptops, mobiles, printers, AV) for optimal performance and user satisfaction.
- Mentor junior staff, allocate tasks, and support knowledge sharing through documentation and training.
- Troubleshoot and resolve complex technical issues, escalating where needed and applying preventative solutions.
- Deploy and support collaboration tools for hybrid clinical and non-clinical environments.
- Contribute to change management, asset tracking, and service improvement initiatives.
- Deliver on-call support and work with internal/ external stakeholders to enhance service delivery.
- Support NHS digital transformation projects with user-focused, scalable solutions.
End User Technology Engineer
Moorfields Eye Hospital
London
05.2024 - 02.2025
- Provide 1st and 2nd line support for desktops, laptops, mobile devices, printers, and collaboration tools.
- Manage incidents and service requests via ticketing system, ensuring SLA compliance.
- Maintain hardware/ software asset records and ensure lifecycle compliance.
- Implement system changes with minimal disruption, following change control processes.
- Perform routine maintenance and monitor server and endpoint performance.
- Administer Active Directory, Office 365, and RDS environments, including user and mailbox management.
- Work with internal teams and vendors to resolve technical issues and optimize IT systems.
- Create and update IT documentation and contribute to the knowledge base.
- Mentor junior staff and deliver user training.
- Enforce security policies, manage antivirus, and monitor endpoint compliance.
- Support IT upgrade projects (e.g., Windows 11 migration, printer transition, AirWatch rollout).
- Provide after-hours support during on-call rotations.
Service Desk Analyst
Moorfields Eye Hospital
London
12.2023 - 05.2024
- Delivered 1st/ 2nd line support via phone, email, on-site, and self-service.
- Supported Windows OS, Office 365, Active Directory, VPNs, printers, and mobile devices.
- Resolved hardware/ software issues (NHS Mail, Sophos AV, RDS, FortiClient) within SLA targets.
- Managed support tickets and collaborated with third-party vendors for resolution.
- Maintained IT assets, deployed standard images, and managed mobile devices via AirWatch.
- Monitored server and endpoint performance, ensuring network security and compliance.
Education
Master of Business Administration - Data Analysis For Business Intelligence
University of Leicester
Leicester06-2015
Bachelor of Business Administration - Electronics and Communication Engineering,
Vignan institute of technology and science
India06-2010
Secondary School - GCSEs - 10 A-Cs - including English, Science and Maths
Sri Chaithanya school
india06-2008
Skills
- Microsoft Office 365
- Active Directory
- Azure AD
- Openeyes
- Medisoft
- PAS
- Heidelberg Eye HEYEX
- SharePoint
- Microsoft Teams
- IT procurement
- ITIL best practices
- IT Asset Management
- SNOW
- Lansweeper
- Endpoint management
- Intune
- PDQ Deploy
- SCCM
- FortiClient EMS
- Ticketing systems
- Supportwork
- Zendesk
- Hornbill
- Ivanti Workspace Control
- Airwatch MDM
- Hardware maintenance
- Desktops
- Thin Client
- Laptops
- Printers
- Mobile devices
- Peripheral device support
- Scanners
- Docking stations
- Identity Services Engine
- Cisco ISE
- Advanced DNS/DHCP configuration
- VLAN management
- VPN setup
- Troubleshooting
- WAN optimization
- Riverbed
- AWS
- GCP
- Azure
- VM management
- Terraform
- Git
- Ansible
- Docker
- Kubernetes
- Remote support tools
- RDP
- TeamViewer
- MS Teams
- Quick Assist
- IT documentation tools
- Confluence
- Advanced troubleshooting
- Windows
- MacOS
- Software compatibility testing
- Application performance optimization
- Endpoint security management
- BitLocker
- Antivirus
- Incident response
- MFA
- Agile
- Scrum
- Managing IT upgrade projects
- Supporting cloud migrations
- Workshops
- Technical training
- Documented processes
- Knowledge bases
- Mentored junior team members
- Strategic communication
- Leadership
- Problem-solving under pressure
- Team mentor-ship
- Stakeholder collaboration
- Adaptability
- Customer service excellence
- Continuous learning
- Service automation implementation
- SLA monitoring
- Vendor management
- Asset lifecycle optimization
- Proactive capacity planning
Certification
- AWS Cloud Practitioner (CCP)
- Terraform Associate (In Progress)
- CompTIA Network+
- ITIL Level 5
Accomplishments
- Spearheaded Windows 11 migration for 3000+ devices with zero critical downtime.
- Reduced printer-related support tickets by 30% after successful Canon to Xerox migration.
- Consistently exceeded SLA targets with >95% resolution rate.
- Trained and mentored 7+ junior technicians, raising team performance.
- Improved endpoint compliance and security via Intune and FortiClient implementation.
Websites, Portfolios and Profiles
- GitHub
Projects
- Windows 11 Migration, Led Windows 10 to 11 migration with phased rollouts, ensuring hardware compatibility, app readiness, and minimal user disruption using automated tools.
- Printer Migration Canon to Xerox, Managed the migration from Canon to Xerox printers, handling driver deployment, network setup, user training, and print policy updates.
- Migration from Sophos to Microsoft Defender for Endpoint, Migration of endpoint security from Sophos to Microsoft Defender for Endpoint, including deployment, policy configuration, agent removal, and validation to ensure seamless protection and improved security management.
- satellite clinic set up at Bedford Hospital (both North and South wings) utilize a sophisticated, networked IT infrastructure designed to provide local care with the same data integrity as the main City Road site.
- introduced Patient Kiosks system for digital check-in kiosks at the Bedford site. This IT integration allows you to check in for your appointment automatically, reducing reception queues and updating the clinical system immediately so the nurses know you have arrived.
- Managing the rollout of NHS mail Multi-Factor Authentication (MFA) across a large site like Bedford or a wider Trust requires a careful balance between security enforcement and clinical continuity.
Timeline
Senior End User Technology Engineer
Moorfields Eye Hospital
02.2025 - Current
End User Technology Engineer
Moorfields Eye Hospital
05.2024 - 02.2025
Service Desk Analyst
Moorfields Eye Hospital
12.2023 - 05.2024
Master of Business Administration - Data Analysis For Business Intelligence
University of Leicester
Bachelor of Business Administration - Electronics and Communication Engineering,
Vignan institute of technology and science
Secondary School - GCSEs - 10 A-Cs - including English, Science and Maths
Sri Chaithanya school