Charishma Rao Puchakayala
Technical Support Engineer
Hyderabad,Telangana
Summary
Detail-oriented and highly skilled Technical Support Engineer with over 2.5+ years of experience in technical support for Microsoft 365 and Microsoft Power Platform. Proven track record of troubleshooting complex technical issues, ensuring customer satisfaction, and collaborating effectively with cross-functional teams. Adept at utilizing advanced troubleshooting tools and techniques, documenting bugs, and implementing corrective solutions.
Overview
3
3
year of professional experience
Work History
Microsoft Service Desk Agent
Tata Consultancy Services
01.2021 - 01.2022
- Troubleshooting, Resolving, Researching & Documenting technical issues surrounding Microsoft Windows, Outlook, Microsoft Intune, & Microsoft 365 issues for KPMG UK end users
- Enable faster solution delivery through effective collaboration with peers and other technical support specialties
- Assist customers in solving Microsoft 365 problems arising out of day-to-day usage.
Technical Support Engineer
Tata Consultancy Services
1 2022 - 1 2024
- Provided technical support to Microsoft Americas region customers for Microsoft 365 and Microsoft Power Platform, resolving complex issues efficiently
- Utilized advanced troubleshooting techniques to identify and resolve customer problems, ensuring high levels of customer satisfaction
- Collaborated with other technical support engineers and teams to document bugs, analyze logs, and swarm on critical issues
- Monitored customer operations and implemented corrective solutions to enhance system performance
- Received over 70 customer satisfaction surveys for outstanding support in Microsoft 365 and Microsoft Power Platform cases
- Gained hands-on experience with troubleshooting tools such as Unify and CMAT.
Education
B. Tech in Electronics And Communications Engineer -
Jawaharlal Nehru Technological University Kakinada (JNTUK)
Kakinada, India 04.2016 - 05.2020
Skills
Microsoft Power Apps
Microsoft Power Automate
Microsoft Power Platform
Microsoft D365 Business Central and CRM Fundamentals
Technical Troubleshooting
Ticket management
Customer Support
Languages
English
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Microsoft Service Desk Agent
Tata Consultancy Services
01.2021 - 01.2022
B. Tech in Electronics And Communications Engineer -
Jawaharlal Nehru Technological University Kakinada (JNTUK)
04.2016 - 05.2020
Technical Support Engineer
Tata Consultancy Services
1 2022 - 1 2024