GAYATRI DEVI DACHAPALLI
Kothapet, Hyderabad
Summary
Results-oriented Technical member with track record of success in resolving technical problems and providing support for wide range of hardware and software systems. Adept at troubleshooting complex technical issues and providing hands-on support to users. Possesses excellent customer service and time management skills.
Overview
6
6
years of professional experience
Work History
Technical Member
ADP
04.2022 - Current
- Answered incoming customer support calls and created detailed tickets to track and resolve issues
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Implemented and maintained software solutions according to customer requirements.
- Administer all aspects of active directory group policy such as creating and managing end -user accounts using active directory.
- Guiding the end -user with the Outlook,VPN,Webex,Password, Printers,browser and Applications related issues.
IT Analyst
Tata Consultancy Services
11.2019 - 03.2022
- Assisting the Team Members for their query regarding the issues for EUS Act as single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their Lifecycle
- Engaged in user support interactions via Telephone, Chats, Email, Self Service Ticket in the Service Now Tool
- Providing basic training in computer operation and management
- Advising on Software or Hardware Upgrades
- Responding to client support requests
- Contacting clients via Bomgar/Zoom remote link to find out the nature of the problem
- Troubleshooting Software, Hardware, Networking, ADUC issues, VPN, Outlook, Multi Factor Authentication
- Properly escalate unresolved issues to appropriate internal teams
- Maintaining all details of the issue Incident or service request, including categorization and priority into the Service Now Tool (ITIL framework based)
- Attending meeting with Back Line Team for Process Change / Updates
- Maintaining SLA’s, Metrics, FCR, AHT, and Resolution for the team
Technical Voice Support Associate
Tech Mahindra
04.2018 - 10.2019
- Assists customers by diagnosing problems and providing resolutions for technical service or care issues
- Recorded and maintained information of all assigned client issues
- Utilized resources from other departments and ensured efficient issue handling and resolution provision
- Created articles, updated old procedures, and contributed new ideas to the knowledge base for continuous Improvement
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
MA
Hyderabad05.2016
Intermediate - M.P.C
Narayana Junior College
03.2012
S.S.C -
Brilliant Grammar High School
Hyderabad03.2010
Skills
- Knowledge of Domain Environment (Active directory and microsoft exchange)
- Good interpersonal skills and verbal/written communication skills
- Technical troubleshooting
- Hardware and software installation
- Excellent customer handling skills and telephone soft skills
- Tools: MS-office Web Technologies: HTML Operating System: Windows
- Programming Languages: basics of C, java
Skills
Excellent customer handling skills and telephone soft skills.
Knowledge of Domain Environment (Active directory and microsoft. exchange).
Good interpersonal skills and verbal/written communication skills.
Timeline
Technical Member
ADP
04.2022 - Current
IT Analyst
Tata Consultancy Services
11.2019 - 03.2022
Technical Voice Support Associate
Tech Mahindra
04.2018 - 10.2019
Bachelor of Science - Electrical, Electronics And Communications Engineering
MA
Intermediate - M.P.C
Narayana Junior College
S.S.C -
Brilliant Grammar High School
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