Hema Allu
Bengaluru
Summary
Results-driven Technical Support Professional with 2+ years of experience in incident management, SLA compliance, ticket prioritization, and operational support. Skilled in monitoring service requests, coordinating with cross-functional teams, analyzing support trends, and maintaining high customer satisfaction. Strong analytical, communication, and reporting skills with the ability to work in fast-paced operational environments.
Overview
3
3
years of professional experience
Work History
L1.5 Technical Support Engineer
HP Inc
Bengaluru
05.2026 - 06.2026
- Managed escalated support requests and coordinated with resolver teams for quick resolution.
- Analyzed support trends and contributed to operational improvements.
- Developed troubleshooting documentation and knowledge base articles to improve first-call resolution.
- Collaborated with cross-functional teams to improve customer experience and operational efficiency.
- Payroll - Joules2Watts
Analyst
HCL Technologies
Bengaluru
11.2023 - 12.2025
- Managed enterprise incidents and service requests while consistently meeting SLA targets.
- Coordinated technical escalations between support teams, ensuring timely resolution of high-priority incidents.
- Monitored ticket queues, prioritized workloads, and maintained operational efficiency.
- Collaborated with cross-functional teams to minimize service impact and improve customer satisfaction.
- Executed more than 75 successful Change Requests following ITIL change management practices.
- Performed incident trend analysis and maintained operational reports to support continuous service improvement.
- Created knowledge base articles that reduced recurring incidents and improved support efficiency.
- Supported large enterprise environments while maintaining service quality and operational excellence.
Education
Bachelor's Degree -
CV Raman Degree College
Intermediate - MPC
Narayana Junior College
Secondary School Certificate (SSC) -
Aditya Birla Public School
Skills
- Incident Management
- Escalation Management
- Change management
- Patch management
- Application deployment
- SCCM
- Windows
- Security Tools
- Vulnerability remediation
- Incident response
- Queue management
- SLA adherence
- Operational analytics
- Jira
- MS Office
- Stakeholder engagement
- Stakeholder engagement
Disclaimer
Information provided is accurate to the best of my knowledge.
Timeline
L1.5 Technical Support Engineer
HP Inc
05.2026 - 06.2026
Analyst
HCL Technologies
11.2023 - 12.2025
Bachelor's Degree -
CV Raman Degree College
Intermediate - MPC
Narayana Junior College
Secondary School Certificate (SSC) -
Aditya Birla Public School