Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Disclaimer
Work Availability
Work Preference
Languages
Timeline
C.G Charan Vittal

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

LOYOLA ACADEMY DEGREE AND PG COLLEGE, Hyderabad, India
03.2013 - 04.2016

GPA: 70.9%

Some College (No Degree) - MEC

Sri Gayatri Educational Institutions, Hyderabad, India
01.2011 - 01.2013

GPA: 64.5%

10th - S.S.C

St. Andrews High School, Secunderabad, India
01.1999 - 03.2011

GPA: 68.33%

DIPLOMA - SANGEETA VISARADA

Potti Sreeramulu Telugu University, Hyderabad, India

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 Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsTeam Building / Company RetreatsCareer advancementWork from home optionPaid time offPaid sick leave

Languages

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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C.G Charan VittalService Desk Manager