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
Customer service
Positive attitude
Service quality management
Problem-solving
Team leadership
Employee training and development
Reliable and responsible
Technical troubleshooting
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
swipe to browse
Work Preference
Work Type
Full TimeLocation Preference
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