Harinath Reddy
Summary
Results-driven Technical Support Professional experienced in managing end-to-end incident and service request lifecycles through ITSM tools. Delivered high-quality customer support by improving first-call resolution and maintaining accurate documentation to meet audit and compliance standards.
Overview
4
4
years of professional experience
Work History
Senior Associate, Technical Support
Tech Mahindra
Hyderabad
01.2025 - 11.2025
- Managed end-to-end incident and service request lifecycle using ITSM tools (ServiceNow, Remedy, Jira, etc.).
- Logged, categorized, and prioritized trouble tickets based on impact, urgency, and SLA requirements.
- Performed Level 1/Level 2 troubleshooting for hardware, software, network, and access-related issues.
- Ensured adherence to ITIL framework for Incident, Problem, and Change Management processes.
- Monitored ticket queues to prevent SLA breaches and maintain defined service levels.
- Conducted root cause analysis (RCA) for recurring incidents, documenting preventive actions to reduce future incidents.
- Escalated complex technical issues to appropriate resolver groups following escalation matrix.
- Resolved X+ tickets per day/week while maintaining X% customer satisfaction (CSAT).
- Coordinated with cross-functional teams (Network, Infra, Application Support) for issue resolution.
- Generated and analyzed ticketing reports and dashboards to identify trends, enabling targeted improvements in support processes.
- Improved first-call resolution (FCR) rate by implementing structured troubleshooting steps, enhancing customer experience.
- Reduced backlog by proactively following up on pending and aging tickets.
- Assisted in knowledge base (KB) article creation to improve resolution time and self-service adoption.
Executive, Technical Support
[24]7.ai
Hyderabad
09.2023 - 12.2024
- Resolved customer support tickets using ITSM tools in voice and chat processes, ensuring timely and effective issue resolution.
Senior Associate, Technical Support
Wipro
Hyderabad
11.2021 - 06.2023
- Logged and resolved technical tickets for end users, ensuring timely support and issue resolution.
Education
MBA - Finance
Aurora PG College
Hyderabad10.2020
Bachelor of Science - BSc (MPCs)
Government City College
Hyderabad03.2018
Skills
- Incident & Service Request Management
- IT Service Management (ITSM) Tools
- SLA Monitoring & Compliance
- Escalation & Queue Management
- Root Cause Analysis (RCA)
- Active Directory & User Access Support
Timeline
Senior Associate, Technical Support
Tech Mahindra
01.2025 - 11.2025
Executive, Technical Support
[24]7.ai
09.2023 - 12.2024
Senior Associate, Technical Support
Wipro
11.2021 - 06.2023
MBA - Finance
Aurora PG College
Bachelor of Science - BSc (MPCs)
Government City College