Goutham Reddy Singareddy
Hyderabad
Summary
Dynamic Technical Support Analyst with proven expertise in Microsoft Azure and team leadership. At HCL Technologies, I accelerated incident resolution and enhanced service quality, earning client appreciation. Skilled in cross-functional collaboration and escalation handling, I consistently improved SLA adherence and drove process efficiencies in high-pressure environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Analyst (Acting Technical Lead)
Praval Infotech
06.2025 - Current
- Acting as Technical Lead for daily operations, mentoring and guiding L1/L2 analysts.
- Handling complex technical escalations and ensuring timely resolution within defined SLAs.
- Supporting enterprise customers with application, system, access, and platform-related issues.
- Coordinating with cross-functional engineering and product teams to troubleshoot service issues.
- Reviewing tickets for quality, documentation accuracy, and process compliance.
- Contributing to process improvements, SOP updates, and internal knowledge base documentation.
- Improving escalation triage quality and reducing turnaround time through proactive oversight.
Senior Analyst - IT Support
HCL Technologies Pvt Ltd (C3i)
10.2024 - Current
- Promoted to Level 2 Analyst within 9 months based on performance excellence and client appreciation.
- Supporting Microsoft Azure services including Azure Active Directory, Virtual Machines, and Cloud PCs.
- Providing VIP user support and managing high-priority incidents and business-critical escalations.
- Working extensively with ServiceNow and Horizon ticketing tools for incident and request management.
- Ensuring SLA adherence, accurate documentation, and consistent service quality delivery.
- Acting as a point of escalation for complex access, identity, and cloud-related issues.
- Client: Johnson & Johnson
Analyst - IT Support
HCL Technologies Pvt Ltd (C3i)
12.2022 - 10.2024
- Delivered technical support for Microsoft 365 and Azure-based enterprise environments.
- Managed incidents, service requests, and problem tickets end-to-end using ITSM tools.
- Supported users across email, identity and access management, endpoint, and application issues.
- Maintained strong customer communication while working in SLA-driven, shift-based operations.
- Client: Johnson & Johnson
Education
Bachelor's Program - Computer Applications
Albedo School of Business Management
03-2023
Advanced Diploma - Tourism & Hospitality
Coleman College
SingaporeIntermediate - M.E.C
Master Minds
HyderabadSSC -
Dilsukhnagar Public School
HyderabadSkills
- Microsoft Azure
- Azure AD
- User & Group Administration
- ServiceNow
- Horizon
- Windows
- SSMS
- Team leadership
- Cross-functional collaboration
- Ticketing systems
- Operating systems
- Excel Automation
- Incident Management
- Escalation Handling
- VIP Support
- SLA Management
Websites
Certification
• CSA - Certified System Administrator
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Automating Tasks in Excel 365 (2024)
• Event, Incident, and Problem Management
• ITIL - Service Value Chain & Service Management Fundamentals
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Automating Tasks in Excel 365 (2024)
• Event, Incident, and Problem Management
• ITIL - Service Value Chain & Service Management Fundamentals
Languages
- English, C2 (Proficient)
- Telugu
- Hindi
Phone
+91, 9640962581
Languages
English
Proficient (C2)
C2
Timeline
Technical Support Analyst (Acting Technical Lead)
Praval Infotech
06.2025 - Current
Senior Analyst - IT Support
HCL Technologies Pvt Ltd (C3i)
10.2024 - Current
Analyst - IT Support
HCL Technologies Pvt Ltd (C3i)
12.2022 - 10.2024
Bachelor's Program - Computer Applications
Albedo School of Business Management
Advanced Diploma - Tourism & Hospitality
Coleman College
Intermediate - M.E.C
Master Minds
SSC -
Dilsukhnagar Public School