Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Aishwarya Akula

HYDERABAD

Summary

I am a highly motivated and organized IT support professional with over 4 years of experience, including 1.5 years specializing in Google Workspace administration. Throughout my career, I have honed my skills in troubleshooting, user account management, and providing seamless technical support to users across diverse environments and focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Senior Process Executive

Cognizant
HYDERABAD
11.2023 - 01.2025
  • Provided comprehensive technical support for all Google Workspace applications (Gmail, Drive, Docs, Sheets, Slides, Calendar, etc.), resulting in a 15% reduction in user support tickets.
  • Managed user accounts, including creation, deletion, and permission configurations, adhering to strict security protocols. Successfully prevented 5 or more unauthorized access attempts within the last year.
  • Performed data migrations and backups in accordance with established procedures, ensuring data integrity and availability.
  • Troubleshot common Google Workspace issues and escalated complex problems to senior IT staff for resolution.
  • Maintained accurate and up-to-date documentation for user accounts, configurations, and troubleshooting processes.
  • Created and delivered training materials for end-users on Google Workspace applications, enhancing user adoption and proficiency.
  • Provided technical guidance and onboarding training to new team members, ensuring consistent adherence to processes, procedures, and policies.
  • Coordinated with external vendors to source materials and resources required for production activities, ensuring project success.
  • Developed detailed project plans, outlining steps and timelines necessary for successful task completion.

Senior Mapping Executive

Infosys
HYDERABAD
07.2022 - 08.2023
  • Edited and updated geographic information system (GIS) data fields in accordance with established policies and customer specifications.
  • Applied strong knowledge of GIS concepts to ensure accurate mapping data, contributing to high-quality deliverables.
  • Conducted thorough analysis of data, identified discrepancies, and made necessary updates based on customer feedback and requirements.
  • Consistently performed day-to-day tasks with accuracy and efficiency, adhering to deadlines and operational standards.
  • Worked within regulatory guidelines and company policies to promote a safe and compliant working environment.

Senior Technical Executive

Infosys
Bangalore
02.2022 - 07.2023
  • Provided IT support and resolution for incidents and requests raised by a global customer base, achieving an average of 90% customer satisfaction rating. Ensuring timely and efficient handling of all queries.
  • Specialized in Microsoft applications, troubleshooting software-related issues, and offering solutions to improve end-user experience.
  • Enhanced first-call resolution rate by sharing knowledge, updating existing documentation, and creating new knowledge articles to empower both customers and team members.
  • Utilized remote desktop tools to resolve technical issues, minimizing user downtime by an average of 20 minutes per incident.
  • Coordinated with the 2nd and 3rd line support teams, as well as internal and external suppliers, to ensure a swift resolution of escalated incidents and requests.
  • Collaborated with global teams to troubleshoot, diagnose, and resolve complex issues, enhancing the overall user experience.

Associate - Technical Support

Tech Mahindra
HYDERABAD
11.2020 - 01.2022
  • Provided technical support and troubleshooting for Google users, ensuring seamless integration and optimization of business profiles.
  • Assisted clients with managing their accounts, resolving issues related to listing visibility, profile accuracy, and local SEO.
  • Collaborated with cross-functional teams to address technical issues, improve customer experience, and ensure timely resolution of queries.
  • Delivered training and guidance to clients on best practices for enhancing online presence through the tools.
  • Analyzed and resolved technical escalations, ensuring customer satisfaction and minimizing downtime.
  • Delivered exceptional support to international users via multiple channels, including call, chat, and email, ensuring prompt and effective resolution of technical issues.

Education

Bachelor in Commerce -

St Mary's Degree College
Hyderabad
03-2020

Skills

  • Process mapping
  • Troubleshooting
  • Network configuration
  • Data recovery
  • Operations management
  • Google cloud platform
  • Google workspace administration
  • Google Suite knowledge

Certification

  • Google Cloud Platform (GCP)
  • Tally ERP 9
  • MS Office Suite
  • Excel
  • Google Workspace Admin
  • Mapping

Languages

Telugu
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1

Accomplishments

  • High IT Issue Resolution : Resolved 95% of IT issues at first contact point, exceeding team targets consistently.
  • Data Security Improvement : Implemented security protocols, reducing data breaches by 30% across the platform.

Timeline

Senior Process Executive

Cognizant
11.2023 - 01.2025

Senior Mapping Executive

Infosys
07.2022 - 08.2023

Senior Technical Executive

Infosys
02.2022 - 07.2023

Associate - Technical Support

Tech Mahindra
11.2020 - 01.2022

Bachelor in Commerce -

St Mary's Degree College

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Aishwarya Akula