Govardhan Seelam
Hyderabad
Summary
Experienced IT Customer Service Analyst with strong oral and written communication skills, active listening, and analytical problem-solving abilities. Consistently employs service-oriented behaviors, understands customer desires, and provides customized solutions to build loyalty. Known for organizational skills and dependability, excels at managing multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
IT Customer Service Analyst
Accenture Solutions Pvt. Ltd.
01.2018 - Current
- Handling escalation tickets and helping with the resolution to the customers
- Communicating with the client via sync call in regular intervals, to discuss ideas about providing better user experience
- Providing exceptions to the customers wherever required following company policies
- Monitoring the dashboard regularly and working on out of office cases of colleagues to ensure SL is not missed
- Helping peers with live chat issues and conducting training sessions to newbies
- Providing feedback to T2 as and when required, to help improve their quality scores
- Working on email cases and providing resolution to T2 agents
- Discussing regular updates with the team to enhance the process knowledge to help T2 agents.
- Providing feedback to update KB with new updates.
- Identified trends in customer inquiries, providing insights to improve products or services accordingly.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
- Managed escalated customer complaints to successful resolution, ensuring satisfaction and continued loyalty.
- Developed comprehensive reports on key performance indicators, presenting findings to senior management for informed decision making.
- Achieved high customer retention rates with exceptional communication skills and a deep understanding of client needs.
- Implemented targeted training programs based on individual performance assessments, addressing identified skill gaps effectively.
- Contributed positively to the company''s reputation by consistently delivering excellent service experiences across all touchpoints.
- Proactively anticipated potential customer concerns, developing strategies to address them before they escalated into larger issues.
- Enhanced customer satisfaction by swiftly resolving complex issues and providing tailored solutions.
- Boosted team productivity through effective coaching, performance monitoring, and regular feedback sessions.
- Actively participated in company-wide initiatives to promote a customer-centric culture, consistently striving for excellence in service delivery.
IT Service Desk Engineer
Unisys International Corp.
03.2014 - 08.2017
- Manage User Account administration on Active Directory & Forefront Identity Management (FIM)
- Work on Incidents escalated by L1 Engineer via taking Remote Control and analyze windows application related issues
- Provide Technical Assistance and Resolution to Client Engineer when he is onsite
- Manage Access & Permissions on File servers, shared drives & other network resources
- Ensure service levels (SLA) are maintained for ticket updates, customer, and communication per IR priority
- Sending daily reports of Open Incidents, Case assignments & Performance reports
- Mentoring team members on technical issues and managing case queues
- Administration of software installation via SCCM
- Troubleshooting of SCCM Client if deployment fails
- Coordinating with other Internal and Vendor Teams on all Change Management processes
- Configuring Enrolment options/restrictions on Airwatch MDM
- Also assisting Users with issues related to Airwatch on IOs, Windows & Android Devices.
Senior Tech Support Agent
Dell International
01.2011 - 08.2012
- Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Desktops, Laptops and peripherals
- Diagnosing and resolving a wide range of technical issues over the phone
- Escalating calls and issues where necessary to senior managers & team leaders
- Investigating and implementing ways of reducing calls to the higher-level Support team
- Provide troubleshooting and configuration support for client desktop and networking environment
- Maintaining the Service Level in absence of my superiors and motivating my juniors.
Process Developer
Genpact
03.2010 - 12.2010
- Receiving US customer calls regarding software issues of any branded computers
- Provide telephone support of residential services for internet connectivity including dial-up, DSL and cable modem connections
- Provide technical support on security issues including patch management and antivirus protection using Norton Antivirus and Microsoft Software Update Service
- Helping level 1 technician to resolve the issues of the customer computer.
Tech Support Associate
Wipro
02.2009 - 02.2010
- Receiving calls from US customers regarding Desktop computers, troubleshooting the issues, resolving it on the call-required follow up the case and do up selling the hp products
- Worked on management software and Nortel phones supporting remote users with Windows operating system
- Sending onsite technicians to customer place to fix the computers if required
Education
B.sc (Computer Science) -
Priyadarshini Degree College, Osmania University
01.2002
One year course -
National Institute of Information Technology (NIIT)
01.2002
Certificate course in Information Technology -
CMC limited
01.2000
High School -
Nalanda Junior College
01.1999
SSC -
Good Samaritan High School
01.1995
Skills
- Complaint Handling
- Incident Management
- Escalation Management
- Report Preparation
- Employee Coaching
- Teamwork and Collaboration
- Problem-Solving
- Reliability
Personal Information
- Date of Birth: 10/03/79
- Nationality: Indian
- Marital Status: Married
Hobbies and Interests
- Interacting with people
- Cooking food
Timeline
IT Customer Service Analyst
Accenture Solutions Pvt. Ltd.
01.2018 - Current
IT Service Desk Engineer
Unisys International Corp.
03.2014 - 08.2017
Senior Tech Support Agent
Dell International
01.2011 - 08.2012
Process Developer
Genpact
03.2010 - 12.2010
Tech Support Associate
Wipro
02.2009 - 02.2010
B.sc (Computer Science) -
Priyadarshini Degree College, Osmania University
One year course -
National Institute of Information Technology (NIIT)
Certificate course in Information Technology -
CMC limited
High School -
Nalanda Junior College
SSC -
Good Samaritan High School
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