Akash Mahonnath Thallapally

• Ensured all assigned tasks were completed on time through efficient monitoring processes.
• Resolved conflicts between team members using effective communication skills and problem-solving techniques.
• Managed workloads effectively by delegating tasks appropriately across the team.
• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
• Responded quickly to meet customer needs and resolve problems.
• Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite.
• Troubleshot minor problems and reported larger technical issues.
• Facilitated communication between internal departments regarding compliance issues.
• Maintained up-to-date knowledge of changes in relevant regulations, standards, and best practices.
• Ensured adherence to corporate governance principles by monitoring activities of the Process.
• Verified that valid licenses and permits were displayed and that licensing standards were being upheld.
• Developed comprehensive training programs to ensure effective knowledge transfer and successful product adoption.
• Provided subject matter expertise to support development of new products, services and processes.
• Coordinated resources across multiple departments to complete projects efficiently.
• Mentored junior team members in best practices, industry standards and technical skills.

• Managing Incidents and Requests on Servicenow Ticketing Tool, Monitoring Servicenow Dashboard tickets and Guising Clients with the necessary point of action
• Managing Client accounts on Active Directory, Onboarding and offboarding of Clients
• Met deadlines while maintaining high-quality deliverables.
• Participated in ongoing training to enhance own job skills and knowledge.
• Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite.
• Created detailed reports for management on compliance issues, risks, and solutions.
• Employed strong organizational skills when developing new procedures for maintaining compliance records.
• Collaborated closely with cross-functional teams when implementing new processes or procedures.

• IT Technical Support for Global Deloitte employees
• Support on AD password resets and complete account management
• Evaluated existing IT systems to identify areas of improvement or optimization.
• Maintained user accounts information like creating profiles, resetting passwords.
• Assisted in the design, development, and implementation of network infrastructure systems such as LAN and WAN technologies, routers, firewalls, VPNs.
• Installed operating systems on physical and virtual machines based on customer requirements.
• Provided technical support for various software applications and hardware devices including installation, configuration, and troubleshooting.
• Troubleshooted program and system malfunctions to restore normal functioning.
• Worked with computer systems and programs.

• Created reports detailing daily call volume statistics as well as other performance metrics.
• Provided feedback on ways to improve the quality of service delivery by identifying opportunities for process improvement.
• Trained new hires on the processes for handling customer queries efficiently and effectively.
• Managed incoming calls from customers regarding their accounts or services provided.
• Researched and responded promptly to customer complaints and inquiries.
• Provided customer service support for a variety of inquiries, including technical questions and product orders.
• Delivered exceptional customer service through active listening skills and empathy towards each caller's individual needs.
• Demonstrated strong problem-solving abilities to quickly identify and resolve customer issues.
• Performed troubleshooting procedures on hardware, software, network systems, and applications.
• Utilized various software programs to accurately enter data into the system.
• Ensured that all customer issues were addressed in a timely manner with an appropriate resolution.
• Scheduled service appointments for customers.
• Took notes and recorded information about product issues facing customers.
• Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
• Provided exceptional customer service to clients in fast-paced call center environment.

• Handled customer complaints and inquiries in a courteous and efficient manner.
• Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
• Developed strong customer relationships and loyalty through effective communication.
• Updated helpdesk ticketing system with detailed notes of all customer interactions.
• Troubleshot customer issues related to internet connectivity, hardware, software, and applications.
• Assisted customers with configuring their wireless routers and modems.
• Provided technical support for customers via email, phone, and chat in a timely manner.
• Troubleshot issues on device-specific problems, network performance, and internet connectivity.
• Identified and solved technical issues with variety of diagnostic tools.

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