CHINNI KALVA
Senior Technical Analyst
Hyderabad,TG
I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison
Summary
12+ years of extensive exposure in Information Technology and Services. Capable Technical Analyst with proven history of enhancing IT operations.
Proficient in best practices, leadership strategies and employee motivation to boost productivity and job performance.Well-coordinated in addressing problems, investigating root causes and implementing successful resolutions.
Overview
3
3
Languages
3
3
Certifications
5
5
years of post-secondary education
12
12
years of professional experience
Work History
Tech Operations Sr. Analyst
Wells Fargo India Solutions
Hyderabad, Telangana
04.2015 - Current
- Delegating and assigning tickets/tasks/workload as appropriate
- Investigate and address complex system issues to enhance usability and improve functionality.
- Support and align efforts to meet business and customer needs.
- Identify and resolve problems through root cause analysis and research
- Document procedures and business processes and shared information with appropriate stakeholders
- Deliver in-depth Technical training, imparting knowledge of best practices for protecting data and minimizing errors
- Promoting high standards of working practices within team including driving compliance to IT procedures, Risk and policies
- Supporting iDevices and Mobile Deployment Management systems Provides feedback and development opportunities for staff
- Ensuring KPIs are adhered to, whilst ensuring good quality customer service and championing wider needs of user base
- Timely action and delivery of agent coaching regarding call handling, ticket quality as well as all other delegated coaching responsibilities
- Solid knowledge of business processes and functions with exceptional attention to detail
- Experienced in improving processes and putting forwards new ideas to improve processes
- Assisting management with trend analysis of Incidents
- Proven ability to drive and deliver continual service improvement
Consultant
Indecomm Global Services
Hyderabad, Telangana
09.2013 - 03.2015
- Provided first level support for IT incidents
- Handling issues related to Virtual Desktop Infrastructure(VDI) and Shared Desktop
- Identifying hardware/network related issues like WIFI, LAN port defects Cisco IP Phones, Laptops, Thin Clients and assigning unresolved tickets to support team for assistance
- Granting user rights and permission, disabling and enabling accounts, files and folder permissions
- Escalating multi-users issue to support group by checking details in knowledge base and keep ITSM informed for speedy resolution Personal info
Contract Executive/Helpdesk Coordinator
SpectraForce Technologies (I) Pvt.Ltd.
Hyderabad, Telangana
08.2010 - 02.2013
- Single point of contact for vendors on contractual matters and issue related to Accounts payable
- Assist contracts manager in review agreements, ensure contract extension(s) according to client terms
- Answer queries from Vendors, Consultants working in onsite (US) operations at different direct clients & responding to emails
- Evaluate and analyze status of accounts in SRS Portal to view invoice status and payment details
Helpdesk Coordinator
Primaccess Technologies Pvt.Ltd
Hyderabad, Telangana
04.2008 - 08.2010
- First Level Support : Call logging based on severity defined for technical assistance. Based on Impact & urgency escalating issues to L2, L3 support & third-party vendors. Generating call analysis reports on daily/weekly basis
Education
Bachelor of Science - Computers
08.2009 - 08.2014
Skills
Problem-solving skills
undefinedCertification
ITIL Intermediate (Service Operation)
Accomplishments
- 2019 - Suggested 2 Idea projects. Implemented 1 project successfully
- 2019 - Received Champion Innovation award in Q3
- 2020 - Suggested 3 automation opportunities to reduce efforts in resolving issues and preparing reports
- 2020 - Nominated for Champion award in Q4
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
ITIL Intermediate (Service Operation)
05-2018
Microsoft Certified Systems Engineer (MCSE)
07-2017
ITIL Foundation
04-2015
Tech Operations Sr. Analyst - Wells Fargo India Solutions
04.2015 - Current
Consultant - Indecomm Global Services
09.2013 - 03.2015
Contract Executive/Helpdesk Coordinator - SpectraForce Technologies (I) Pvt.Ltd.
08.2010 - 02.2013
Andhra University - Bachelor of Science, Computers
08.2009 - 08.2014
Helpdesk Coordinator - Primaccess Technologies Pvt.Ltd
04.2008 - 08.2010
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