Divya Deekshitha Boddeti
Support Analyst
Visakhapatnam,Andhra Pradesh
Summary
Highly skilled Technical Support Engineer with approximately 3.5 years of experience. Known for expertise in conducting root cause analysis and developing advanced technology solutions to address client requirements. Extensive troubleshooting skills and strong problem-solving abilities enable successful navigation of technical innovation and fulfillment of client needs. Valuable experience at Inspired IT Solutions in support, maintenance, and build activities. Exceptional written and verbal communication skills for effectively conveying complex information to clients and colleagues.
Overview
3
3
years of professional experience
Work History
Support Analyst
Meridian It
08.2023 - Current
- Technical Support: Resolve technical issues by responding to support tickets, identifying problems, and providing solutions for hardware, software, or networking issues.
- Remote Access and Installation: Use remote access for troubleshooting and perform hardware and software installations as required.
- Documentation and Processes: Maintain IT support logs, update documentation, and adhere to standard workflows and SLA requirements.
- Collaboration and Escalation: Work with teams to ensure service quality, escalate issues when needed, and be available for US shifts and weekend support.
- Problem Analysis and Prevention: Conduct root cause analysis, develop checklists for common issues, and recommend preventive procedures and controls.
Service Desk Analyst 2
Wipro
02.2022 - 06.2022
- Voice, Chat and Email process regarding the login issues and tool issues if the client has any
- Troubleshooting the client side issues by taking remote access.
Service Desk Analyst
Cognizant
07.2021 - 10.2021
- Voice, Chat and Email process regarding the login issues and tool issues if the clients have
- Troubleshooting the client side issues by taking remote access.
Customer care executive
Concentrix
Visakhapatnam
08.2020 - 07.2021
- Customer Support Advisor
- Managing Incoming Calls and customer service inquiries
- Troubleshooting network problems like connection error, lower bandwidth
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents.
Technical Support Engineer
Inspiredge IT Solutions
08.2019 - 08.2020
- Shared support of all the systems closely with 24/7 support
- Troubleshooting in RDP and Nectar tool for the issues raised by connecting with users and getting the basic details of the issue
- Analyse the inflow of client tickets using the Power BI tool and help to improve the support performance
- Proactive Monitoring of the mails and providing instant solutions to users
- Executing the monitoring functions by toughly following the ITIL process such as Incident Management
- Worked on Incidents and Incident tasks where the initial troubleshooting steps are performed from our end and escalating the issues to the next line
- Analysis of the root cause of the problem
- Getting over to the technical engineer through Skype and resolving the issue
- Fulfilling the SLA's on regular intervals without missing them.
Education
B.Tech (EEE) -
JNTU - Kakinada
01.2019
+12 - undefined
Sri Chaitanya
01.2015
10th - undefined
Bhashyam Public
01.2013
Skills
- Power BI
- AutoCAD
- Network troubleshooting
- ServiceNow (Ticketing Tool)
- S360
- ConnectWise
- Connectme
- Good in managing time
- Ability to manage multiple tasks
- Adaptive to new environment
- Good in managing stress
Job roles and responsibilities
- Manage a high volume of inbound and outbound customer phone calls, emails, chats, and orders
- Ability to troubleshoot and fix Hardware/ Networking/ OS related queries over the phone
- Ability to provide solution to customers that may involve selling the customer a product or service to fix the issue
- Should demonstrate good analytical/ logical approach on troubleshooting for resolving Hardware and Software issues. High level demonstration of interpersonal and communication skills, with multiple internal and external stakeholders
Personal Information
- Date of Birth: 08/20/1997
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I hear the responsibility for the correctness of the above-mentioned particulars.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leaveQuote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Languages
English
Upper intermediate (B2)
Telugu
Advanced (C1)
Hindi
Elementary (A2)
Timeline
Support Analyst
Meridian It
08.2023 - Current
Service Desk Analyst 2
Wipro
02.2022 - 06.2022
Service Desk Analyst
Cognizant
07.2021 - 10.2021
Customer care executive
Concentrix
08.2020 - 07.2021
Technical Support Engineer
Inspiredge IT Solutions
08.2019 - 08.2020
B.Tech (EEE) -
JNTU - Kakinada
+12 - undefined
Sri Chaitanya
10th - undefined
Bhashyam Public
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