ESWAR UTTEJ CHIKKALA
IT SERVICE DESK
Rajahmundry
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Senior Service Desk
IQVIA
Bangalore
6 2021 - Current
- Providing L-1 Support Globally, users through Telephone, Chat and Web
- Troubleshooting resolve and document user help requests for desktop, laptop, mobile and other peripheral devices
- Resolving end user issues through RDP
- Experience in handling Account Locks and Password resets, shared folders, O365, SCCM, Microsoft Identity manager, VPN Issues
- Relate, Link and assign Incidents to appropriate teams and escalate typical issues when needed.
- Increased first-call resolution rates through comprehensive knowledge of company systems and applications
- Improved customer satisfaction ratings by providing timely, accurate, and professional support to end users
Analyst
HCL Technologies
Bangalore
02.2019 - 06.2021
- Used SERVICE NOW ticketing systems to manage and process support actions and requests
- Managed high levels of call flow and responded to technical support needs of customers
- Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions
- Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators Maintaining ticketing SLA’s perfectly
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
Education
Bachelor of Electronics & Communication Engineering -
Aditya Engineering College Surampalem
Andhra Pradesh , India 01.2014 - 04.2018
Skills
Software Installation
Remote Technical Support
Ticketing system proficiency
Technical support expertise
Training and mentoring
SLA Compliance
Remote Desktop Support
Service Desk Management
Network Troubleshooting
Remote Support
Python
HTML , CSS
Accomplishments
- Always received positive feedback from Quality, Ops and the Clients
- Was identified as good dedicated worker in the team
Disclaimer
I hereby declare that the details mentioned above are true to the best of my knowledge.
Timeline
Analyst
HCL Technologies
02.2019 - 06.2021
Bachelor of Electronics & Communication Engineering -
Aditya Engineering College Surampalem
01.2014 - 04.2018
Senior Service Desk
IQVIA
6 2021 - Current