Harshith Reddy Thadakapally
Technical Support Specialist
Summary
Proficient Technical System Support Engineer with 3.5 years of experience using monitoring tools to troubleshoot performance systems and network alerts. Skilled at generating reports and delivering expert support requests. I am committed to continual growth and excellence in my work and consistently strive to elevate my performance and contribute to team and organizational success through dedication to improvement and development.
Overview
4
4
years of professional experience
1
1
Certification
3
3
Languages
Work History
System Support Engineer
Alagzoo Software Services Private Limited
12.2024 - Current
- Provided remote support for International employees working onsite & offsite using VPN connections and remote access tool(Kaseya).
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Maintained computer systems, installed and upgraded new systems.
- Managed regular system maintenance tasks, including updates, backups, and security checks to prevent data loss or breaches.
- Contributed to the development of IT policies and best practices that reduced risks associated with cybersecurity threats or unauthorized access attempts.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Reduced downtime for users through proactive monitoring and maintenance of the Active Directory environment.
- Generated reports to track performance and analyze trends.
Customer Quality Manager
Wendy's Food Processing Unit
02.2023 - 06.2024
- Collaborated with cross-functional teams to identify areas for process improvement and implement necessary changes.
- Built strong partnerships with internal departments such as engineering, manufacturing, and sales to ensure alignment on quality goals.
- Ensured timely delivery of high-quality products by effectively managing resources and prioritizing tasks based on customer needs.
- Managed corrective action plans for identified issues, driving continuous improvement efforts across the organization.
- Processing documents to the head about the weekly and timely sales and feedback of the products and services.
- Reduced product defects by closely monitoring production processes and providing feedback for improvements.
- Analyzed customer feedback data to pinpoint recurring problems and develop targeted solutions.
- Trained staff members in quality assurance techniques, improving overall team knowledge and expertise.
- Supported new product launches by conducting thorough risk assessments and collaborating with cross-functional teams on mitigating identified risks.
Customer Service Executive
Bayswift Limited
01.2021 - 12.2022
- Resolved an average of 50 customer queries per day through email and phone, achieving a customer satisfaction rating of 95%.
- Implemented a customer feedback system, resulting in a 20% increase in positive feedback and a 15% decrease in complaints.
- Weekly training sessions for new customer service representatives on effective communication strategies, leading to a 30% improvement in first-call issue resolution.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Education
Master of Science - Computer Science
University of East London
Greater London 04.2001 -
Bachelor of Technology - Computer Science
GITAM University
Hyderabad 04.2001 -
Higher Secondary Certificate - Mathematics And Science
Narayana Junior College
Hyderabad, India 04.2001 -
Matriculation Certificate - Mathematics, Science, Social Science
Narayana Olympiad School
Hyderabad, India 04.2001 -
Skills
๐๐ฅ๐จ๐ฎ๐ & ๐๐ข๐ซ๐ญ๐ฎ๐๐ฅ๐ข๐ณ๐๐ญ๐ข๐จ๐ง: Azure AD, Microsoft 365, VMware
Certification
Microsoft Certified: Azure Fundamentals
Soft Skills
- Excellent communication & documentation
- Strong problem-solving & analytical thinking
- Customer service orientation
- Team collaboration
Timeline
System Support Engineer
Alagzoo Software Services Private Limited
12.2024 - Current
Microsoft Certified: Azure Fundamentals
05-2023
Customer Quality Manager
Wendy's Food Processing Unit
02.2023 - 06.2024
Customer Service Executive
Bayswift Limited
01.2021 - 12.2022
Master of Science - Computer Science
University of East London
04.2001 -
Bachelor of Technology - Computer Science
GITAM University
04.2001 -
Higher Secondary Certificate - Mathematics And Science
Narayana Junior College
04.2001 -
Matriculation Certificate - Mathematics, Science, Social Science
Narayana Olympiad School
04.2001 -