C.G Charan Vittal
Service Desk Manager
Secunderabad
Summary
To work for an esteemed organization wherein I can apply the technical skills, play a prominent role in the development of the organization and constantly improve my skills.
Overview
8
8
years of professional experience
17
17
years of post-secondary education
4
4
Languages
Work History
Service Desk Manager
Wipro Pvt Ltd
HYDERABAD
08.2021 - Current
- Started working with Wipro as a L1 agent in the Mitie project
- During the time as an L1 agent provided first and second-line technical support to end-users on various IT-related issues, including desktop, laptop, software, and mobile devices
- Then promoted as a SME and provided the Support to the on-floor team and dealt with various escalation and always tried to get them resolved on timely manner
- Promoted as an IT Service Desk Lead and have taken care of all the SLA’s, KPI’s, operations, monitoring of the queues for the IT Service Desk
- Have always met all the SLA’s and KPI’s through the journey as a Service Desk Lead
- Promoted as a Service Desk Manager and always make sure the SLA's were being Monitored and maintained, ensuring that service desk operations meet agreed-upon standards and expectations.
- Provided guidance, support, and leadership to the service desk team, fostering a positive and productive work environment. Made sure that the users had the best experience with Service Desk.
- Created multiple solutions in the Mitie IT Service Desk Chat Bot, so that the user can access it with ease and get the solutions quickly.
- Always kept track of Performance Monitoring, Incident Management, Continuous Improvement, Knowledgement Management, Vendor Management and Reporting.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
Business Process Associate
Accenture India Pvt Ltd
HYDERABAD
08.2018 - 07.2021
- Worked as a technical support agent for Google non-voice process for Google Pixel Hardware Phones (GPHW)
- Working as a frontline support agent and helping the customers with the technical issues with the Pixel devices
- Worked as an agent for the Order Management team for all the products available within the Google store
Senior Service Support Representative 2
Unisys India Pvt Ltd
HYDERABAD
08.2016 - 06.2018
- Started as a L1 agent
- Provided Level 2 support for technicians Onsite
- Worked on 7/11 equipment’s (Ex: POS, Configuring HHTs & GOTs, Configuration of BMC and ISP), isolating the issue and troubleshooting on them
- Worked as an ERT agent and was a part of the s/w installations for POS, ISP and SAFE and worked on the failures as well
- Worked on escalation emails
- Created SRMS / Dispatched field technicians
- Good in the process knowledge
- Gave floor support for new hires and helped them learn and teach them in a simple way
Education
B.Com - Advt. And Sales Promotion
03.2013 - 04.2016
GPA: 70.9%
Some College (No Degree) - MEC
01.2011 - 01.2013
GPA: 64.5%
10th - S.S.C
01.1999 - 03.2011
GPA: 68.33%
DIPLOMA - SANGEETA VISARADA
Distance Education
Skills
Goal oriented
Accomplishments
- Recognized for outstanding contributions at Workplace.
- Handled all types of communication like email, phone calls and chats.
- Received an award for delivering excellent customer service.
- Appreciated for being a quick learner, flexible and adaptable.
- Excellent technical troubleshooting and problem-solving skills.
Personal Information
- Father's Name: Late C.V.GOPALA KRISHNA
- Date of Birth: 10/09/95
- Gender: Male
- Nationality: Indian
Disclaimer
I hereby declare that all the above mentioned information is true to the best of my knowledge and belief.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsTeam Building / Company RetreatsCareer advancementWork from home optionPaid time offPaid sick leaveLanguages
English
Advanced (C1)
Telugu
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Tamil
Upper intermediate (B2)
Timeline
Service Desk Manager - Wipro Pvt Ltd
08.2021 - Current
Business Process Associate - Accenture India Pvt Ltd
08.2018 - 07.2021
Senior Service Support Representative 2 - Unisys India Pvt Ltd
08.2016 - 06.2018
LOYOLA ACADEMY DEGREE AND PG COLLEGE - B.Com, Advt. And Sales Promotion
03.2013 - 04.2016
Sri Gayatri Educational Institutions - Some College (No Degree), MEC
01.2011 - 01.2013
St. Andrews High School - 10th, S.S.C
01.1999 - 03.2011
Potti Sreeramulu Telugu University - DIPLOMA, SANGEETA VISARADA
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