Bala Showry
Specialist
Hyderabad
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Senior Engineer/ Specialist
Movate (Mediakind & Google)
11.2018 - Current
- Adhered to timelines to meet quality assurance targets.
- Determined project specifications by thoroughly studying performance standards, requirements and technical studies.
- Promoted teamwork and demonstrated effective communication skills to improve collaboration among personnel.
- Mentored and coached entry-level and junior engineers to improve talent and boost skill levels.
- Adhered to timelines to meet quality assurance targets
- Monitored employee performance to keep projects on task.
System Engineer
Collabera Technologies (Vodafone Shared Services India)
01.2017 - 11.2018
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Customer Service Desk provides support for Desktop and Laptop Issues for Vodafone Employees for Locations Like UK, Germany, Qatar, Hungary, Ireland, Luxembourg and Romania.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
- Wrote and maintained custom scripts to increase system efficiency and performance time.
IT Help Desk Coordinator/Desktop Engineer
Renovision Automation Services Pvt. Ltd. (Wipro Technologies)
06.2014 - 12.2016
- Desktop operations team provides support to all desktop, laptop, android and OS related issues for All Wipro employees across globe locations US, Europe, Japan, China, and Australia.
- Used ticketing systems to manage and process support actions and requests.
- Provided on-call support for critical issues related to Microsoft Office365, Active Directory.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Analyzed help desk metrics to identify areas for improvement, implementing changes that led to increased efficiency and effectiveness.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Diploma in Electronics -
05.2011 - 06.2014
Skills
Strong Analytical MInd
Accomplishments
- Recognized for outstanding performance with the Hi-Flyer Award in November 2022, and consecutively in the first quarters of 2023 and 2024.
- Awarded "Customer Delight" certificate for a half yearly review as a Mediakind IT Specialist in 2019.
- Won "Goodies" for being the best performer of the quarter as a Vodafone IT Service Desk Engineer in 2017.
- Complimented by Supervisor, co-workers and clients for excellence in reaching customer expectations.
Additional Information
Key Responsibilities:
- Working as a Senior Engineer/Specialist for the current project and key responsible in reducing the frequent problems reports to Service desk.
- Working with location Escalation managers regarding any IT issues raised from all GEO locations.
- Handling long pending calls (Tickets) and Escalated issues and owning it until closure.
- Attending end user queries through e-mail, Remote desktop connection, Phone and Chat through remote tools within SLA.
- Part of projects involving software compliance, network security, and software distribution resulting in adherence to corporate standards and IT Compliance.
- Training new engineers on process and technical issues.
- Analyzing the technical competency of the team and taking the necessary actions for improvement.
- Reviews with the Quality team and to implement service improvement plans.
- Auditing of tickets/chats for techs and sharing feedback on the required basis.
- Managing the queues/shift to meet SLA, AHT and control Abandon Rates.
TECHNICAL SKILLS:
- Administrating tech support in Windows, MAC and Linux.
- Administrating computers through remote connectivity software (Bomgar, FastViewer, CRD)
- Laptop configuring & formatting, domain joining, password synchronize. (Previous Organizations)
- Managing, trouble shooting and deletion Active Directory user accounts in the windows client environment.
- Support for basic network related issues regarding LAN/VPN.
- Active Sync exchange account configuration support for Android, IOS and Windows devices.
- Installation, Configuration & Troubleshooting of Mail clients, Microsoft Products (2010, 2013, 2016, O365) & Other software's.
- BitLocker Drive Encryption troubleshooting.
- Configuration & Troubleshooting of VPN
- Coordinating with different Vendors like Dell, Lenovo, Vodafone-UK and Sprint-US for laptops, mobile and data network issues for end users across the Globe.
Timeline
Senior Engineer/ Specialist - Movate (Mediakind & Google)
11.2018 - Current
System Engineer - Collabera Technologies (Vodafone Shared Services India)
01.2017 - 11.2018
IT Help Desk Coordinator/Desktop Engineer - Renovision Automation Services Pvt. Ltd. (Wipro Technologies)
06.2014 - 12.2016
Nettur Technical Training Foundation - Diploma in Electronics,
05.2011 - 06.2014
Languages
English
Hindi
Telugu
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