ADHARSH BURUGU
HYD
Summary
Technical Support and Support Specialist with 3+ years of experience in customer support, ticket management, SLA adherence, and operational excellence. Skilled in Salesforce, DNS, DHCP, VMware, Microsoft Office, troubleshooting, and customer issue resolution. Strong background in compliance, process improvement, and stakeholder communication
Overview
6
6
years of professional experience
Work History
Support Specialist U2
Tech Mahindra
Hyderabad
10.2025 - 04.2026
- Providing U2 level support for Thames Water customers.
- Responded to customer inquiries via chat (more than 3) and email, ensuring timely resolutions.
- Escalated unresolved issues to higher-level support for efficient case handling.
- Creating and managing tickets by salesforce.
- Coordinating with L3 teams for escalated cases.
- Triggered highest CSAT scores with customer satisfaction and Maintaining 98% SLA adherence rate. 95% while meeting strict SLA and productivity targets.
Technical Support S1
Intouch CX
HYD
09.2023 - 05.2025
- Delivered Tier 1 technical support for COMCAST Xfinity residential and business customers in the USA and UK via email and phone.
- Resolved technical issues related to internet connectivity, cable TV, voice (VoIP), routers, and modems.
- Guided customers through troubleshooting steps, router setups, and device configurations.
- Provided remote desktop support for end-users and assisted in system troubleshooting and recovery.
- Ensured adherence to SLA for FCR, AHT, and CSAT targets while identifying and pitching relevant upgrades to enhance service adoption.
- Resolved concerns with products or services to help with retention and drive sales.
- Supported a high volume of customers, prioritizing their satisfaction through positive interactions.
- Prioritized and responded to high volume of emails and urgent requests, facilitating efficient communication with clients and colleagues.
Customer Service Representative
Coles Express
09.2020 - 10.2021
- Resolved concerns with products or services to help with retention and drive salesHelped a large volume of Customers with positive attitudes and focus on customer satisfaction
- Provided primary customer support to internal and external customers.
- Managed a high volume of emails, prioritizing and responding to urgent requests promptly, ensuring efficient communicationwith clients and colleagues.
- Utilized customer service software to manage interactions and track customer satisfaction.Actively listened to customers, handled concerns quickly and escalated major issues tosupervisor.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
Master of Management for Engineers - Engineering Management
Central Queensland University
Melbourne, AustraliaBachelor of Science - Electrical Engineering
CJITS
Jangaon, WarangalHigh School Diploma -
VMR Polytechnic
WarangalSkills
- Helpdesk operations
- Technical troubleshooting
- Technical resolution
- SLA Management
- CRM Software
- Remote Assistance
- Troubleshooting diagnostics
- IT operations
- Data entry
- MS office
- Operations Management
- Client Relationship Management
- Team Leadership
- Communication
- Effective communication
- Conflict Resolution
- Active listening
- Software Troubleshooting
- Email correspondence
Accomplishments
- Achieved 99.4% audit accuracy at IntouchCX.
- Maintained 98% SLA adherence at Tech Mahindra.
- Completion of CCNA from SNIT (2023).
- Certification of appreciation from Canon Business Services (Australia) (2018).
Languages
English
Advanced
C1
Telugu
Proficient
C2
Timeline
Support Specialist U2
Tech Mahindra
10.2025 - 04.2026
Technical Support S1
Intouch CX
09.2023 - 05.2025
Customer Service Representative
Coles Express
09.2020 - 10.2021
Master of Management for Engineers - Engineering Management
Central Queensland University
Bachelor of Science - Electrical Engineering
CJITS
High School Diploma -
VMR Polytechnic