Jagadish Bhavireddy
Service Desk Lead
Hyderabad
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
14
14
years of post-secondary education
Work History
Service Desk Team Lead
Tata Consultancy Services
Hyderabad
10.2023 - Current
- Implemented an effective onboarding program for new team members, reducing ramp-up time and increasing productivity levels swiftly.
- Successfully transitioned the team to a new service desk software platform, minimizing downtime and ensuring smooth operations.
- Developed strong relationships with internal stakeholders to provide seamless support across all departments.
- Spearheaded the integration of a remote support tool, enabling faster issue resolution for endusers.
- Effectively managed escalated issues from customers by liaising with relevant departments promptly resolving them proactively.
- Reduced ticket backlog by devising efficient prioritization strategies and effective time management techniques.
- Championed implementation knowledge base system which provided easy access information technicians reducing time spent researching solutions common issues.
- Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
- Established clear expectations for team members through well-defined roles, responsibilities, and measurable goals.
- Oversaw scheduling shifts ensuring adequate coverage during peak hours minimizing wait times for customers seeking assistance.
- Increased Service Desk efficiency by implementing streamlined processes and procedures.
- Collaborated with other IT teams on cross-functional projects, resulting in improved overall system performance.
- Enhanced team performance by providing regular coaching, feedback, and training sessions.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among staff members.
IT Analyst
Tata Consultancy Services
Hyderabad
08.2021 - 10.2023
- Increased productivity with tailored training programs designed to improve employee proficiency in key software applications quickly.
- Mentored junior staff within the IT department, guiding career growth through hands-on training exercises and constructive feedback sessions.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Optimized system performance by conducting regular audits and resolving identified issues.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
- Contributed to continuous improvement initiatives by staying current on industry trends and emerging technologies.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Streamlined IT processes by implementing automation tools and reducing manual effort.
- Boosted efficiency through the creation of detailed documentation, streamlining onboarding for new team members.
- Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
- Collaborated with cross-functional teams to ensure timely project delivery and client satisfaction.
- Enhanced interfaces to promote better functionality for users.
Subject Matter Expert
Tech Mahindra
Hyderabad
02.2019 - 08.2021
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
- Improved workflow efficiency by developing standardized procedures for task management and resource allocation.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Mentored junior team members, contributing to their professional growth and development.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Designed and prepared technical reports, studies, and related documentation.
- Monitored and tracked user progress to identify improvement opportunities.
Senior Technical Support Associate
Tech Mahindra
Hyderabad
03.2016 - 02.2019
- Provided remote support for customers located across multiple regions, adeptly addressing diverse needs while maintaining a consistent level of service excellence.
- Resolved complex technical issues for better system performance and reliability.
- Improved customer satisfaction by providing timely and accurate technical support.
- Served as escalation point for challenging technical issues, maintaining a high-resolution success rate.
- Managed high-priority tickets, ensuring prompt resolution and minimal downtime for clients.
- Maintained up-to-date documentation of known issues and resolutions, reducing time spent on repetitive tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
Graduate Engineer Trainee
Maxval Technologies
Hyderabad
06.2015 - 03.2016
- Assisted in developing customized engineering solutions tailored to specific client requirements, ensuring optimal performance and client satisfaction.
- Assisted senior engineers in the preparation of proposals, presentations, and reports for clients and stakeholders.
- Reduced design errors through meticulous attention to detail and rigorous testing procedures.
- Designed and coordinated engineering tests and experiments.
- Participated in failure analysis and debugging report activities.
- Provided repairs to avoid long maintenance wait times.
- Developed, prepared and reviewed reports and studies to identify and recommend engineering solutions.
Education
B.Tech - CSE
Hyderabad Institute of Technology And Management
Hyderabad 08.2011 - 05.2015
Intermediate - MPC
Narayana Junior College
Hyderabad 06.2009 - 05.2011
SSC - SSC
Raos High School
Hyderabad 06.2001 - 05.2009
Skills
Knowledge management
Incident Management
Coaching and Mentoring
Account Management
Team Management
Escalation management
Reporting and analysis
Service Level Agreements
Desktop support
Report Preparation
Online Chat Support
Help Desk Support
User Support
Technical Troubleshooting
Customer Service
Interpersonal Skills
Analytical Skills
Excellent Communication
Problem-Solving
Teamwork and Collaboration
Adaptability
Timeline
Service Desk Team Lead
Tata Consultancy Services
10.2023 - Current
IT Analyst
Tata Consultancy Services
08.2021 - 10.2023
Subject Matter Expert
Tech Mahindra
02.2019 - 08.2021
Senior Technical Support Associate
Tech Mahindra
03.2016 - 02.2019
Graduate Engineer Trainee
Maxval Technologies
06.2015 - 03.2016
B.Tech - CSE
Hyderabad Institute of Technology And Management
08.2011 - 05.2015
Intermediate - MPC
Narayana Junior College
06.2009 - 05.2011
SSC - SSC
Raos High School
06.2001 - 05.2009