HEMA LATHA PADALA
Hyderabad
Summary
Highly Experienced IT Technical Support Specialist with 9 years of hands-on expertise in troubleshooting, technical support, and problem resolution for software, hardware, and network-related issues. Adept at providing exceptional user support and improving IT operations. Proven ability to work effectively in fast-paced environments and collaborate with teams to enhance productivity and optimize IT systems. Skilled in handling support tickets, remote troubleshooting, and maintaining high standards of customer satisfaction. Visionary Senior Lead who infuses teams with clear direction, leadership, and a strong sense of accountability. Bringing forth a motivated attitude and the ability to establish strong and productive relationships with other company members. Strengths: Teamwork and Team Management, Problem Solving Skills / Strategic Thought, Interpersonal Skills / Emotional Intelligence
Overview
9
9
years of professional experience
16
16
years of post-secondary education
Work History
Technical Support Analyst
Deloitte India PVT LTD
09.2022 - Current
- Provide first and second-level support to end users from UK, Netherlands and Switzerland Deloitte firm
- Support end user in resolving technical issues related to hardware, software, and network connectivity and issues related with Deloitte Applications
- Troubleshoot and resolve technical issues across a range of devices, including desktops, laptops, and mobile devices, ensuring minimal disruption to business operations
- Communicate technical computer information to non-technical audiences by providing simplified presentations and demonstrations
- Perform Network Password resets and Azure Multi Factor Authentication
- Document support requests and solutions in the ticketing system, improving knowledge management and enabling efficient support processes
- Collaborate with cross-functional teams to escalate and resolve complex technical issues, consistently meeting SLA targets
- Key Achievements: Improved user satisfaction ratings by implementing proactive support and knowledge-sharing sessions with team members
- Received a spot award and two shout-outs for outstanding contributions
- Technical Skills: Strong working knowledge on Active Directory, Microsoft Azure, Incident Management
Retention Specialist and Tech Support Agent
VCC India
05.2016 - 08.2022
- Started working as Technical support agent from 2016 for 2 years and later was promoted to Retention specialist in 2019
- Providing customers support to set up the Internet / IPTV / VoIP HP
- Handling escalated issues
- Troubleshoot customers' service problems, schedule field service calls when necessary
- Offering any compensations accordingly to retain customers from disconnecting or downgrading service; present benefits of products and services on all calls including billing, technical, collections, and other types of inquiries
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
- Built customer loyalty through timely and effective one-call resolution
- Process customer requests to disconnect service and assist with escalated customer issues and concerns
- Training New agents regarding the process
Sales/Customer Support Representative
Triling IT Solutions
08.2015 - 08.2016
- Helped customers in placing orders and offering discounts and making sales
- Receive a high volume of incoming phone calls and respond to inquiries in a manner that meets high quality, productivity, and other performance standards
- Responding to customer queries and addressing their service complaints in a timely manner; working with sales manager and implementing sales promotion activities
- Retain and upgrade cable services in accordance with company requirements and customer needs
- Working with sales manager and implementing sales promotion activities
Education
Master of Business Admin - undefined
JNTU
01.2020 - 01.2022
B.Tech - Electronics and Communications Engineering
JNTU
01.2001 - 01.2003
Board of Intermediate Education - undefined
Atomic Energy Junior College
01.2001 - 01.2003
Central Board of Secondary Education - undefined
Atomic Energy Central School 2
01.1991 - 01.2001
Skills
Teamwork and Team Management
Problem Solving Skills
Strategic Thought
Interpersonal Skills
Emotional Intelligence
Technical Support
System Administration
Ticketing & Documentation
Software & Hardware Troubleshooting
Customer Service
Security Awareness
Active Directory
Microsoft Azure
Incident Management
Corecompetencies
Proficient in diagnosing and resolving software, hardware, and network issues; adept at delivering user-centric support to enhance productivity., Familiar with Active Directory, Office 365, Windows Server environments, and virtualized platforms., Skilled in utilizing ticketing systems like ServiceNow and documenting solutions in knowledge bases., Strong experience in troubleshooting Windows, macOS, Microsoft Office Suite, network peripherals, and mobile devices., Excellent communication and interpersonal skills with a track record of ensuring positive user experiences and satisfaction., Knowledgeable in basic cybersecurity practices to safeguard user data and maintain compliance with organizational policies.
Timeline
Technical Support Analyst
Deloitte India PVT LTD
09.2022 - Current
Master of Business Admin - undefined
JNTU
01.2020 - 01.2022
Retention Specialist and Tech Support Agent
VCC India
05.2016 - 08.2022
Sales/Customer Support Representative
Triling IT Solutions
08.2015 - 08.2016
B.Tech - Electronics and Communications Engineering
JNTU
01.2001 - 01.2003
Board of Intermediate Education - undefined
Atomic Energy Junior College
01.2001 - 01.2003
Central Board of Secondary Education - undefined
Atomic Energy Central School 2
01.1991 - 01.2001
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