R
Avinash Balivada
Business Analyst
Bangalore,Karnataka
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Expert in business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Lead Administrator
Wipro Technologies
Bangalore, Karnataka
01.2022 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted with new hire processing and existing training programs.
- Initiated timely response to emails, voicemails and written correspondence.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Participated in cross-functional team-building activities.
- Implemented new working processes to deliver multiple improvements.
- Coordinated weekly meetings for internal and external groups.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Established open and professional relationships with team members to resolve various issues quickly.
- Supported office business development and customer service.
- Led a team of 15 members while providing exceptional customer service.
Technical Lead
NTT DATA Global Delivery Services Private Limited
Bengaluru
11.2018 - 01.2022
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Initiated timely response to emails, voicemails and written correspondence.
- Coordinated weekly meetings for internal and external groups.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Led a team of 60 members while providing exceptional customer service.
- Assisted with new hire processing and existing training programs.
- Identified value opportunities to exploit products for maximum business effectiveness.
- Supervised architecture, design and implementation of company-wide platforms and applications.
- Improved systems with the addition of new features and infrastructure.
- Provided educational expertise and mentoring to junior team members.
- Offered input on technical and platform-related strategic planning initiatives.
- Drove technical initiatives for large enterprise systems to align with long-term business strategies.
- Researched and adopted new technologies to add value to existing offerings.
- Identified and solved technical issues using a variety of diagnostic tools and tactics.
- Trained end-users of Client software on use, functionality and application to business problems.
- Retained existing clients and developed 2 new accounts by extending high-quality and efficient support service.
- Created support documentation that enabled the user community to extend skills, leverage system features and find resolutions to questions without intervention from the support team.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved technical issues by troubleshooting.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to Sev1 technical support needs.
- Resolved escalated issues by serving as a subject matter expert on wide-ranging issues.
- Used Powershell and Level 1.5 Knowledge scripting skills to contribute to internal technical tools.
- Logged support tickets and closed when issues were resolved.
- Gathered pertinent data, identified and evaluated options and recommended an effective course of action to solve the Severity 1 issue.
- Provided on-call support for critical issues related to business-critical applications.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
Customer Relations Officer (Floor, Supervisor)
Bengaluru, Hinduja Global Solutions
Bangalore, Karnataka
03.2017 - 10.2018
- Maintained and organized the online customer account database
- Assisted in providing customer satisfaction by providing customers with refunds and waivers for Technical issues from Organization's end
- Assisted customers with inquiries, issues and concerns by providing relevant information in their database
- Handled Escalations from Clients with empathy.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Improved operations through consistent hard work and dedication.
- Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork.
- Devoted special emphasis to punctuality and worked to maintain an outstanding attendance record.
- Maintained energy and enthusiasm in a fast-paced environment.
- Proved successful working within tight deadlines and a fast-paced atmosphere.
Education
MBA - Business Analytics, Work Integrated Learning Programmes
Birla Institute of Technology And Science
Pilani 07.2021 - 07.2023
Bachelor of Technology - Mechanical Engineering
Jawaharlal Nehru Technological University
Kakinada 08.2011 - 04.2015
Intermediate - Mathematics, Physics, Chemistry
Sri Chaitanya Junior College
Srikakulam 05.2009 - 06.2011
SSC -
Sarvani Vidya Niketan
Srikakulam 06.2008 - 04.2009
Skills
Documentation and reporting
Certification
ITILv4 License - No Expiry date https://cutt.ly/nbY4SMo
Accomplishments
- Documented and resolved the recurring issue which led to Client satisfaction and appreciation.
- Supervised a total of 70 Engineers in my overall experience.
- Collaborated with a team of 5 in the development of advanced Technical Support and helped in location Transition from Panama to India.
- Resolved product issues through consumer testing.
Software
Microsoft Office365
Service-Now
Salesforce Lightning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The future is made of the same stuff as the present.
Simone Weil
Timeline
Lead Administrator
Wipro Technologies
01.2022 - Current
MBA - Business Analytics, Work Integrated Learning Programmes
Birla Institute of Technology And Science
07.2021 - 07.2023
ITILv4 License - No Expiry date https://cutt.ly/nbY4SMo
12-2020
Technical Lead
NTT DATA Global Delivery Services Private Limited
11.2018 - 01.2022
Customer Relations Officer (Floor, Supervisor)
Bengaluru, Hinduja Global Solutions
03.2017 - 10.2018
Bachelor of Technology - Mechanical Engineering
Jawaharlal Nehru Technological University
08.2011 - 04.2015
Intermediate - Mathematics, Physics, Chemistry
Sri Chaitanya Junior College
05.2009 - 06.2011
SSC -
Sarvani Vidya Niketan
06.2008 - 04.2009
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