Bunga Rama Krishna
Bangalore
Summary
Skilled Technical Process Specialist with 8+ years of experience implementing and overseeing technical process improvements. Proficient in streamlining operational processes, reducing inefficiencies, and fostering cross-functional team collaboration for optimal results. Strong analytical skills and intimate knowledge of industry standards ensure effective communication of complex technical information.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Process Specialist
Infosys BPM Limited
Bangalore
05.2023 - Current
- Company Overview: Google Workspace (formerly G Suite) is a collection of cloud computing, productivity, and collaboration tools, software, and products developed and marketed by Google. It consists of Gmail, Contacts, Calendar, Meet, and Chat for communication; Drive for storage; and the Google Docs Editors suite for content creation. An Admin Panel is provided for managing users and services.
- Managing a team of 25 members as a POC/SME (Subject Matter Expert) - Guiding the team through billing, technical queries, and challenges.
- Analyzed customer feedback data to identify opportunities for process optimization.
- Identified areas of inefficiency, developed action plans, and tracked progress toward goals.
- Created reports on process performance metrics such as throughput, cycle time, and quality score.
- Performed root cause analysis of any process breakdowns or delays to prevent future occurrences.
- Actively participated in change management activities by communicating updates regarding process improvements.
- Facilitated team discussions around ideas that could help streamline or introduce new processes.
- Worked with managers, operators, and vendors to perform root cause analysis on failing systems.
- Monitored key performance indicators (KPIs) to assess process performance and identify improvement opportunities.
- Provided technical and operational support for entire organization.
Lead/Sr. Technical Advisor I
Concentrix India Pvt. Ltd
Bangalore
10.2020 - Current
- Company Overview: At Logitech we are responsible to provide technical support to the customers across the Globe via Email/Messaging on various Computer Peripheral Devices that they are using
- At Logitech we are responsible to provide technical support to the customers across the Globe via Email/Messaging on various Computer Peripheral Devices that they are using
- The peripheral devices include Keyboards, Mice, Headsets, Speaker Sound Systems, Webcams, Security Cameras, Presentation Devices, Video Conferencing Devices, Gaming Devices (including Keyboard's, Steering Wheels, Headsets and Mice), Tablets Keyboards and Smart Phone Accessories
- Maintained and increased personal knowledge of product specifications and best practices
- Managed a team of 15 members as an SME (Subject Matter Expert) - Guiding team through technical queries and challenges
- Conducted trainings on new products, performing Quality Audits for my agents and coaching them for achieving the LOB targets and TAT
- Achieved over 80% of Customer Satisfaction when I was handling 85-90 Emails/day via CRM Tool as a Technical Agent
- Performing RCA (Root Cause Analysis) of the Agents Tickets, identifying the key points of failure
- Collaborated with the team to identify and fix technical problems related to the process and provide valuable business insights to the clients
- Maintaining accuracy (quality) along with daily production targets
- Provide the necessary coaching to the individual team members depending on the RCA Audits and help them achieve their individual business targets and SLA
- Demonstrated strong organizational skills, attention to detail, and adherence to strict deadlines and worked as a team player to achieve the common team goal
- At Logitech we are responsible to provide technical support to the customers across the Globe via Email/Messaging on various Computer Peripheral Devices that they are using
Technical Training Head (Team Lead)/Python Developer
Teck Team Solutions
01.2018 - 07.2020
- Company Overview: Atal Tinkering Lab is a central government initiative where an environment of scientific temperament is created for the students to develop and give shape to their ideas through hands-on, do-it-yourself mode projects, and learn innovation skills.
- Worked with 3,000+ students from different schools (Govt. & Private) and trained them in the fields of Robotics, Embedded Systems, and 3D Printing Technologies.
- Conducted Design Thinking sessions and developed 200+ projects from the ideas collected from students, and exhibited them in various District and National Level Science Fair competitions.
- Developed real-time prototypes using Arduino and Raspberry Pi modules with the help of Python and embedded C programming.
- Trained a team of 10 members who are responsible for training the students in schools and developing their ideas into real-time working prototypes
- Recognized by District-level Science and Education Officers (Kurnool, Anantapur, and Kadapa).
- Atal Tinkering Lab is a central government initiative where an environment of scientific temperament is created for the students to develop and give shape to their ideas through hands-on, do-it-yourself mode projects, and learn innovation skills.
Technical Intern
Teck Team Solutions
06.2016 - 12.2017
- Tested my knowledge on Robotics and Embedded Systems with Full-hands on practical sessions
- Updated myself on the upcoming technologies like 'Robotics', '3D Printers & Designing', Python Programming and Embedded Projects
- Basic knowledge of Concepts of Networking, Cloud computing, Mail Server Settings (IMAP, POP and SMTP), Domain Server Settings (DNS), Internet Protocols - LDAP, SSON (Single Sign On), API (Application-Programming Interface), Prevention of Spam, Phishing and Malware
Education
B. Tech - Electronics &Communication Engineering
GITAM UNIVERSITY
Visakhapatnam06.2016
Intermediate -
Sri Chaitanya Jr. College
05.2012
Secondary School Certificate -
SFS School
03.2010
Skills
- MS Word
- MS Excel
- Effective communication
- Team work
- Leadership qualities
- Problem solving
- Analytic thinking
- Quick learner
- Root Cause Analysis
- Operations research
- Continuous Improvement
- Team Collaboration
- Process Validation
- Process Development
- Customer Relations
- Python
- Keil
- Proteus
- MATLAB
- 123 Design
- Tinker cad
- VLSI
- PCB design
- Circuit design
- 3D Designing
Certification
Python Programming for Data Science (Pursuing)
Accomplishments
- Successfully mentored 3000+ students on STEM based learnings which has helped them to gain insights for the current technolgies.
- Received Certificates as Top Performer when working as an agent.
- Won 2nd Prize in the EPL, electronics event conducted by IETE at GITAM University.
- Given presentation on 'Ultra Capacitors' at IIT Bhubaneswar.
Languages
- English
- Hindi
- Telugu
Projects
Football playing Robot (VI Semester) Monitoring and control of Greenhouse environment (B. Tech Final Semester)
Training
Study on Communication, Navigation and Surveillance (CNS) facilities at Airport Authorities of India (AAI), Visakhapatnam Airport for 5 weeks.
Disclaimer
I certify that the particulars given above are correct and complete to the best of my knowledge and believe that nothing has been concealed by me.
Participations
- Attended DIDAC International Exhibition as an exhibitor in Bangalore, 2019.
- Attended workshop on Robotics and 3D Printing.
- Participated in various events conducted in National level fests at IIT-Bhubaneswar and GITAM University.
- Organizer for Annual functions.
- Participated in Welfare & Social Activities.
- Active member of National Service Scheme (NSS).
Personal Information
- Father's Name: B. Ramesh
- Date of Birth: 01/13/95
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Technical Process Specialist
Infosys BPM Limited
05.2023 - Current
Lead/Sr. Technical Advisor I
Concentrix India Pvt. Ltd
10.2020 - Current
Technical Training Head (Team Lead)/Python Developer
Teck Team Solutions
01.2018 - 07.2020
Technical Intern
Teck Team Solutions
06.2016 - 12.2017
B. Tech - Electronics &Communication Engineering
GITAM UNIVERSITY
Intermediate -
Sri Chaitanya Jr. College
Secondary School Certificate -
SFS School
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