CHUKKAPALLI SRAVANA BHARGAVI
Specialist
Hyderabad
Summary
Rational Specialist with 3 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
Work History
Specialist
FactSet Research Systems Inc
02.2023 - Current
- 1 year of technical customer support experience supporting the end-user of a technical product.
- 40% Assist the Client Solutions Analysts in answering Support Desk calls, emails, and IMs as well as develop a regulated workflow and best practices. Troubleshoot and identify the root cause of issues in complex enterprise systems. Comfortable and confident in written and verbal communication with internal and external customers. Entrepreneurial with a strong interest in working for a fast-paced startup in hyper-growth.
- Maximize client use of FactSet to maintain as well as identify sales opportunities. Respond to customer inquiries and providing timely and accurate solutions for resolving via RPD/Jira Tickets by collaborating with cross-functional teams to escalate and resolve the complex issues with my technical knowledge.
- 30% Manage existing client solutions specialists supporting our clients buying FactSet proprietary content.
- Take the lead on high priority issues and work with client via Issue Tracker (or phone calls if necessary) to ensure client is satisfied with our resolution. Maintain high level of support through enhanced knowledge of FactSet content methodology and content delivery systems.
- 30% Liase with internal content and data feed teams, and Product Development to keep up to date on methodology changes and enhancements. Ensure consistent and relevant information is being relayed to clients via Issue Tracker, JIRA, Salesforce.
- Always stay on the top and work closely with the product development team and learn about products and initiatives and ready to apply my learning in customer interactions. Regularly checking the feed using SQL queries.
- Executing network changes using existing procedures and tooling, develop and safely execute. Working closely with the clients and the product development team and collaborate by identifying and capturing the requirements and opportunities for process improvement and enhancements.
- Joining regular calls to troubleshoot, break-fix support for events and diagnose technical issues related to network issues and documenting/updating the runbook the customer interactions, issues, and solutions in a detailed manner within the knowledge based and methods for procedure.
- Participate in operational on-call rotations and responding to customer inquiries and being descriptive, predictive, prescriptive, and diagnostic analytics, and problem-solving abilities to find solutions with my communication skills via RPD Tickets by collaborating with cross-functional teams to escalate and resolve the complex issues under pre-defined SLA’s helping customers develop lifelong relationships with my organization.
- Explained technical information in clear terms to non-technical individuals to promote better understanding. Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues. Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Developed and tested new product offerings prior to release to assist development team in bug identification. Recorded and maintained relevant notes for each client and work order.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals. Walked individuals through basic troubleshooting tasks. Assisted with updating technical support best practices for use by team.
Analyst
HCL Technologies PVT LTD
12.2021 - 02.2023
- 2+ years of technical customer support experience supporting the end-user of a technical product.
- Provide timely responses to all incidents, outages, and performance alerts
- Categorize issues for escalation to appropriate technical teams
- Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact
- Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
- Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications
- Document all actions in accordance with standard company policies and procedures
- Notify customer and third-party service providers of issues, outages, and remediation status
- Work with internal and external technical and service teams to create and/or update knowledge base articles
- Perform basic systems testing
- Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements
- Varied shift schedules may include day or evening hours.
Education
MBA - Finance And HR
Community Institute of Management Studies
05.2018 - 05.2021
Bachelor of Technology – Computer Science and Engineering - Computer Science
Koneru Lakshmaiah Education Foundation
Vijayawada 05.2014 - 05.2018
Skills
Troubleshootingundefined
Certification
Certificate in Microsoft office specialist for Office Excel@2016
Tools Handling
- Monitoring Tools: BSM, Solar Winds, NetFlow, Moog soft
- Ticketing Tool: Service Now
- DHCP and DNS: Blue cat
- One DB: Complete Network devices database
- Cisco Prime: For checking connected devices.
- Putty: For logging network devices and to do troubleshooting
- NetFlow: Check the traffics and consumption of traffic details.
Github Portfolio
https://github.com/BhargaviSravana
Projects
HCLISD GSSDDEL GSSD-CORE (VOLVO)
Timeline
Specialist
FactSet Research Systems Inc
02.2023 - Current
Analyst
HCL Technologies PVT LTD
12.2021 - 02.2023
MBA - Finance And HR
Community Institute of Management Studies
05.2018 - 05.2021
Bachelor of Technology – Computer Science and Engineering - Computer Science
Koneru Lakshmaiah Education Foundation
05.2014 - 05.2018
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