Gantasala Prashanth Kumar
Hyderabad
Summary
Highly organized professional with over 3 years of experience as an Associate Project Manager at OSI Digital and a total of 8+ years of diverse industry experience. Results-driven Associate Project Manager with a proven track record of leading cross-functional teams, driving project execution, and delivering high-impact solutions on time and within scope. Skilled in Agile and PMP methodologies, stakeholder management, and process optimization to enhance efficiency and ensure project success. Adept at problem-solving, risk mitigation, and fostering collaboration to achieve business objectives.
Overview
10
10
years of professional experience
Work History
Seniors IT Analyst
CGS INDIA
Hyderabad
03.2025 - Current
- Serve as the first point of contact for Dell customers (via phone, chat, or email).
- Troubleshoot hardware and software issues for desktops, laptops, servers, and peripherals.
- Provide step-by-step technical assistance to resolve user queries.
- Document and track all customer interactions in Dell’s ticketing system.
- Operating Systems (Windows, Linux, sometimes macOS).
- Hardware components (motherboard, RAM, storage, battery, etc.).
- Network connectivity (Wi-Fi, LAN, VPN issues).
- Dell-specific tools, drivers, and BIOS updates.
Associate Project Manager
OSI Digital
Hyderabad
03.2022 - 08.2024
- Managed stakeholder expectations through clear communication of project objectives, timelines, and milestones.
- Developed detailed project plans to monitor and track progress.
- Lead and oversee technical projects from initiation to completion within the Agile/Scrum framework.
- Collaborate with cross-functional teams of up to 10 members to ensure timely and budget-compliant project delivery.
- Manage the Release Management process to ensure smooth deployment cycles and on-time releases.
- Drive Product Management initiatives by working closely with stakeholders to define requirements and deliver high-quality products.
- Oversee End-to-End Product Development, ensuring adherence to the Product Development Life Cycle (PDLC) from ideation to delivery.
- Align project goals, timelines, and expectations with stakeholders through effective communication.
- Utilize project management tools like JIRA and Confluence to track progress, manage release cycles, and monitor key metrics.
- Mentor and guide team members to promote a collaborative and efficient work environment.
- Conduct regular project status meetings to update progress and address challenges.
- Ensure compliance with Software Development Life Cycle (SDLC) best practices and Agile methodologies.
- Analyse project requirements and create detailed project plans to achieve business and technical objectives.
- Streamlined operational procedures by identifying inefficiencies and recommending solutions.
- Coordinated cross-functional teams, facilitating collaboration between technical and non-technical staff.
- Oversaw quality control processes to ensure deliverables met or exceeded expectations.
Senior IT Analyst
Teleperformance
Hyderabad
05.2018 - 03.2022
- Worked on the escalation process for a Google client, where customer-reported issues with articles were raised to the team for resolution. Responsible for reviewing and resolving article-related concerns.
- Responsible for preparing documentation on daily tasks by gathering updates from resources, compiling reports, and sharing them with the client.
- Initially worked on the escalation process and later transitioned to the taxonomy experiment for a Google client.
- Worked on Google Ads, managing ad publishing, evaluating ad performance scores, preparing ad budgets, and assisting customers with their advertising needs.
- Mentoring junior associates to support talent development within the company.
- Creating and managing Excel sheets for daily tasks, including generating pivot tables for data analysis.
- Reviewed user-generated content for compliance with community standards and guidelines.
- Identified and flagged inappropriate content to maintain platform safety.
- Provided feedback to management on recurring issues in user submissions.
- Monitored real-time content submissions for immediate action and response.
- Reviewed content for compliance with internal policies and procedures.
- Monitored user-generated content for violations of community standards.
Business Operations New Associate
Accenture Solutions
Hyderabad
04.2017 - 03.2018
- Provided technical support for Google Fi SIM services, assisting customers with troubleshooting and issue resolution over calls. Explained SIM benefits to drive sales and enhance customer adoption.
- Handled customer complaints, ensuring prompt troubleshooting and resolution while adhering to SLAs. Managed ticketing by logging requests, tracking resolution time, and closing tickets with detailed documentation.
- Later transitioned to the Child Safety Shopping team, where responsibilities included reviewing and removing content related to adult material, firearms, and military topics to ensure a safe browsing experience for children.
Associate Customer Support
Tech Mahindra
Hyderabad
01.2016 - 01.2017
- Trained new employees on company software and troubleshooting techniques.
- Participated in after-hours support rotation to address critical system issues as needed.
- Conducted regular system backups to prevent data loss and ensure business continuity.
- Recommended upgrades and improvements based on user feedback and observed trends.
- Trained customer service agents on customer service best practices, resulting in a 100% improvement in customer support quality.
Education
Bachelor of Science - Computer Science
Malla Reddy Engineering College
HyderabadMPC -
Vignan Junior College
HyderabadHigh School Diploma -
VSK Memorial High School
HyderabadSkills
- Problem-solving abilities
- Goal setting
- Professionalism
- Work Planning and Prioritization
- Scope management
- Content reviewer
- Content moderation
- Agile methodologies
- Budget control
- Technical presentations
- Documentation and reporting
- Kickoff meetings
- Financial analysis
- Status updates
- Customer service
- Multitasking
Hobbies and Interests
- Travelling
- Creating vlogs
- Implementing new things
Awards
- Outstanding Achievement in Customer Satisfaction, 2016
- Student Athlete Award, 2008-2010
- WOW performer award
- Best Project Manager Award with 8.9 CSAT Score from clients
- 100% AHT
Timeline
Seniors IT Analyst
CGS INDIA
03.2025 - Current
Associate Project Manager
OSI Digital
03.2022 - 08.2024
Senior IT Analyst
Teleperformance
05.2018 - 03.2022
Business Operations New Associate
Accenture Solutions
04.2017 - 03.2018
Associate Customer Support
Tech Mahindra
01.2016 - 01.2017
Bachelor of Science - Computer Science
Malla Reddy Engineering College
MPC -
Vignan Junior College
High School Diploma -
VSK Memorial High School