Deepthi Munnuru

Current Experience:

Role - Analyst (GCC - Consulting Delivery Excellence)

Roles & Responsibilities:

• Provide L1 Technical support for Deloitte Consulting US & Global Member Firm Practitioners.
• Provide comprehensive support in understanding the features and functionality of over all the Delivery Excellence tools, ensuring users can maximize their utility.
• Leverage technical expertise to support consulting applications including Ascend, Jira, Octane, ALM, Smartsheet, and PMC, ensuring seamless functionality for internal users and consulting clients.
• Address user concerns efficiently through inbound calls, emails, and ServiceNow tickets, providing timely and effective resolutions.
• Coordinated with teams to assist users with Ascend and manage recent tool deployments & updates, ensuring smooth transitions and effective user support.
• Analyze user-reported issues and provide assistance in accordance with the ITIL framework, ensuring systematic and standardized support.
• Actively participate in setting up instances for the practice, focusing on tools related to Project Management, Testing, and deployments.
• Engage in deep research and analysis to identify and implement process changes and improvements.
• Effectively handled large-scale outages, offering critical support to end users and implementing solutions to minimize disruption.
• Created comprehensive knowledge articles to enhance documentation and facilitate efficient problem-solving processes.

Tools: ALM, IP5, Contract maker, ALM Octane, Jira, Confluence, ServiceNow, Smartpools, SonarQube, PMC, UFT, UFT Pro, Service Virtualization & Load Runner Enterprise (LRE), Next Gen, Operate Edge, Smartsheet, Ascend, Enterprise Consciousness.

Prior Role: Technical Support Analyst (GCC - US ITSD)

Roles & Responsibilities:

• Provide L1 Technical Support for US/USI/Global Member firm practitioners via email, ServiceNow tickets and inbound calls.
• Assisted users with the installation of various applications, troubleshooting network and laptop OS issues, and providing detailed guidance for setup and configuration.
• Facilitated the onboarding process for new hires by setting up Multi-Factor Authentication (MFA), laptops, and PDAs.
• Demonstrated proficiency in handling Mac OS, iOS, and Android devices, ensuring seamless user experiences across different platforms.
• Administered Office 365, including provisioning licenses, setting up new distribution lists & VPN setup, creating new Teams channels and SharePoint sites.
• Skilled in handling Single Sign-On (SSO), Multi-Factor Authentication (MFA), Active Directory operations, performing essential tasks like user account creation, password resets, and group additions.
• Utilized ticketing tools like ServiceNow to document incidents and requests, ensuring detailed records for efficient resolution and tracking.
• Maintained strong technical knowledge of IT infrastructure, including networks, operating systems, security, and IT assets.
• Supervised and monitored team tickets, allocating daily work and ensuring timely resolution.
• Actively engaged on MS Teams to address and resolve team and colleague queries promptly.
• Provided detailed and constructive feedback on tickets to the reporting Assistant Manager, using audit insights to identify strengths and areas for improvement.

• Experienced in handling escalated calls and providing 1st & 2nd Level Technical Support to international clients, effectively using telephone and email to address and resolve technical issues.
• Provide thorough support and problem resolution for clients in timely basis solving client issues by taking remote desktop of computers.
• Classify support tickets which include severity & impact analysis and assign appropriate category to the tickets.
• Successfully delivered on tasks within tight deadlines.
• Developed plans and strategies to promote continuous improvement.

• Providing support to international customers via Phone/Emails.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
• Generated reports to track performance and analyze trends.