GUNTI PREM DURGA SAI
Vijayawada
Summary
Over the past 3.5 years as a Support Executive, I've worked closely with clients to deliver both technical and functional support, consistently resolving over 98% of issues within agreed SLAs. Whether it was through email, chat, or phone, I managed day-to-day queries and troubleshooting while ensuring a smooth and professional experience for users.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Support Executive
Tata Consultancy Services
Hyderābād
08.2021 - 02.2025
- Worked directly with users and business teams to troubleshoot and resolve issues related to workflows, permissions, notifications, and form configurations in BMC Helix.
- Acted as the first point of contact for BMC Helix-related issues, achieving over 98% SLA compliance in ticket resolution.
- Customized views, dashboards, and reports using BMC Smart Reporting, enabling stakeholders to make data-driven decisions.
- Supported integrations of BMC Helix with third-party tools (e.g., email, Active Directory, monitoring systems) to streamline operations and alerts.
- Created and maintained user guides, SOPs, and technical documentation to support knowledge transfer and reduce onboarding time for new team members.
- Participated in change rollout cycles, ensuring smooth deployment of BMC Helix enhancements or fixes.
- Received appreciation from client-side leadership for prompt issue resolution, clear communication, and strong ownership of critical incidents.
- Provided end-to-end functional and technical support on BMC Helix ITSM modules, including Incident, Change, Problem, and Service Request Management.
Education
B.sc - Data Science
K.B.N. COLLEGE
Vijayawada 06.2018 - 07/2021
Intermediate - MPC
K.B.N. COLLEGE
Vijayawada, India 06.2016 - 04.2018
Skills
- Communication
- SLA / KPI Management
- Cross-Team Collaboration
- Process Improvement
Certification
MS Excel
Accomplishments
- Received multiple appreciations from clients for exceptional support, clear communication, and dedication to resolving critical issues quickly and effectively.
Hobbies and Interests
Hosting Team Huddles or KT Sessions
Languages
- English
- Telugu
- Hindi
Timeline
Customer Support Executive
Tata Consultancy Services
08.2021 - 02.2025
B.sc - Data Science
K.B.N. COLLEGE
06.2018 - 07/2021
Intermediate - MPC
K.B.N. COLLEGE
06.2016 - 04.2018