Avadhuthala Siddhardha
Hyderabad,Telangana
Summary
6.2 Years of Experience as an Implementation and Support Engineer &Tech Support Specialist (Implementation & Support, Live Chat, Email, Technical Support).
Overview
8
8
years of professional experience
Work History
Implementation and Support Engineer
Valueadd Softtech & Systems Pvt. Ltd.
2021.07 - 2022.02
- Worked on production support and analysis for Integration with different queries and issues of both Inbound, Outbound and validating as per client requirements.
Technical Support Specialist
Diebold Nixdorf
2019.08 - 2020.07
- Provide technical assistance and support for incoming queries and issues related to product applications via using remote desktop management to resolve the queries.
Technical Support Specialist
Diebold Nixdorf
2017.08 - 2018.11
- Provide technical assistance and support for incoming queries and issues related to product applications via using remote desktop management to resolve the queries.
Tech Support Engineer
Knoah Solutions Pvt Ltd.
2013.11 - 2017.03
- Provide technical troubleshooting steps for the issues
- Creating tickets and documenting all the troubleshooting steps taken to resolve the issue
- Provided technical troubleshooting steps for the trained agents throughout USA remotely.
Education
MCA -
JNTU
Visakhapatnam11.2012
BSc -
Andhra University
Visakhapatnam05.2009
Skills
- System Troubleshooting
- Root Cause Analysis
- Quality Control
- Quality Assurance Controls
Personal Qualifications
MCA, JNTU Kakinada, BSc, Math’s, Physics and Electronics, Andhra University
Technicalexposure - Skills
- Remote Applications: Axeda, Opteview, Live Person, SMART
- System Skills & O. S: MS Word, Excel: 2010, 2021 & O.S Windows 10, 11
- Ticketing Tool: Siebel, Zendesk, Jira
Roles And Responsibilities
Provide technical assistance and support for incoming queries and issues related to product applications through remote support., Set and troubleshoot product queries and resolve by diagnosing the issue through Axeda remote tool., Set and troubleshoot ATM communications, applications for products related in timely manner., Installing firmware updates, applications into the ATM Machines like Agelis, Vista & Odyssey., Working on remote access of the ATMs and perform tests to rectify the faults on modules., Escalating and updating the status, follow-up with clients on open issues of the ticket through Siebel ticketing tool & providing the quality parameters to provide the best resolution on the first contact., Resolving the query within the SLA and troubleshooting by following the guidelines and TAT., Handling customer technical problems/issues related to hardware, software and networking via Live chat, Email., Owns customer issues from beginning to resolution (handles in place) and assists customers by diagnosing problems and providing resolutions for technical and filing service for the issues., Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls., Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions., Recreates, identifies and provides input on unique or recurring customer problems., Accessing customer product in remote to troubleshoot the issue.
Projects
Valueadd Softtech & Systems Pvt. Ltd., 07/2021, 02/2022, 7 Months, Vision33, BIC Mapping (Interconnect), Message Tracking, SPS monitoring, Business One., Implementation and Support Engineer, Worked on production support and analysis for Integration with different queries and issues of both Inbound, Outbound and validating as per client requirements. Diebold Nixdorf, 08/2017, 11/2018, 2.3 Yrs., OPTEVIEW, Siebel Ticketing tool, Technical Support Specialist, Provide technical assistance and support for incoming queries and issues related to product applications via using remote desktop management to resolve the queries. Knoah Solutions Pvt Ltd., 11/08/2013, 03/06/2017, 3.4 Yrs., SAMSUNG, Live Person, SAP/GCIC, Remote Tool, SMART Tool, Support Channel, Tech Support Engineer, Provide technical troubleshooting steps for the issues. Creating tickets and documenting all the troubleshooting steps taken to resolve the issue. Provided technical troubleshooting steps for the trained agents throughout USA remotely.
Timeline
Implementation and Support Engineer
Valueadd Softtech & Systems Pvt. Ltd.
2021.07 - 2022.02
Technical Support Specialist
Diebold Nixdorf
2019.08 - 2020.07
Technical Support Specialist
Diebold Nixdorf
2017.08 - 2018.11
Tech Support Engineer
Knoah Solutions Pvt Ltd.
2013.11 - 2017.03
MCA -
JNTU
BSc -
Andhra University
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