Hemanth Kumar Bangaru
HYDERABAD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Team Lead
Tech Mahindra, Tech Mahindra Pvt Ltd
2014.04 - 2022.06
- Joined as an Associate Tech Support, promoted as Subject Matter Expert for a US based ISP.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
TechForce Analyst
Kelly Services India
2022.06 - 2023.06
- Service Desk back-office support for internal Salesforce employees.
- New hire Mac, Windows, Android & iPhone setup(MDM) & troubleshooting.
- Application installation and troubleshooting.
- Corporate & Home Wi-Fi troubleshooting.
- CRM – Salesforce lightning, Google apps for business, Active Directory, Slack, MDM, Jamf Pro, MBAM, Okta, Salesforce Authenticator, VDI-Citrix, Microsoft 365, WebEx meeting & Zoom.
Education
Bachelor of Science - Biotechnology
Degree
Skills
- Technical Skills:-
- Sound Technical Knowledge with networking concepts concerning Dial/DSL modems and routers.
- Support Computer Operating Systems.
- Well versed in Microsoft Office Tools (MS Excel and MS Word).
- Areas of Expertise:-
- Providing Complete resolution to customer.
- Making sure FTR (First Time resolution) is at >80%.
Responsibilities
As an SME:
- Troubleshoot with the customers for their Internet Related Issues, such as Connection, Browsing & Email Issues.
- Follow the Methods & Procedures to validate the callers & assure customer account security.
- Handling Order issues for the DSL Installation.
- Configure and troubleshoot Wired as well as Wireless Networking issues.
- Using the Go To Assist tool to remotely share the customer’s desktop.
- Troubleshooting on Portal related issues for Yahoo, AOL, and MSN & Windows Live.
- Providing timely resolution to the end users with focus on First Call Resolution (FCR).
- Take ownership of the call to meet the Net Promoter Score (NPS) & Customer Care Index (CCI) surveys.
- Escalate the unresolved issues to the Dispatch team & MCO.
As a Team Lead:
- Taking supervisor escalation calls, providing feedback.
- Conducting training sessions for associates and assisting them real time.
- Keeping a track of their attendance and making sure all the objectives are met.
Accomplishments
- Received ACE award as a best Team Lead consistently for 2 years (2019-20 & 2020).
- Received Master Performing Lead of the year.
- Received Best SME of the quarter for couple of quarters.
- Received an award for consistently maintaining the team with No Attrition for 6-8 Months.
Timeline
TechForce Analyst
Kelly Services India
2022.06 - 2023.06
Team Lead
Tech Mahindra, Tech Mahindra Pvt Ltd
2014.04 - 2022.06
Bachelor of Science - Biotechnology
Degree
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