Jyothirmai Dumpala
Ongole
Summary
A techno- business professional with more than 4.5+ years of experience, subject matter expertise in delivering full scale dedicated customer centric, Project Management, and Timing Closure Alignment with cost effective solutions to meet organization’s business requirements and improvement areas.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Executive Support Specialist
Rocklandtrust
Hyderabad
11.2025 - Current
- Responded to inquiries from clients and stakeholders with professionalism and clarity.
- Developed internal reports that supported decision-making for executive management.
- Provided technical support to ensure efficient functioning of audio and visual equipment used during meetings and conferences.
- Developed, implemented, and maintained executive support systems and procedures.
Service desk Support Associate
Cencora
07.2024 - 10.2025
- Applying expertise in M365, Onde drive, Ticketing Tools like ServiceNow, various support processes like effective communication with Clients.
- Maintained high service levels by adhering to SLAs and ensuring fast response times.
- Nurturing positive client & customer relationships with professionalism and customer centric approach.
- Imparting 24x7 support for multiple applications in projects related to the production environment.
- Delivering in-depth RCA for priority P1 and P2 incidents.
- Cencora is a global healthcare and pharmaceutical solutions company dedicated to improving the health of people and animals worldwide. Cencora offers end-to-end support across the pharmaceutical value chain - from product sourcing, distribution and commercialization to consulting services.
- Tools: Service now, Active Directory, Nexthink, O365 Knowledge.
- Skills: Support and Maintenance.
Support Associate
Macy's
Hyderabad
10.2023 - 04.2024
- Applying expertise in Adobe Applications like AEM, AEP and AJO, Ticketing Tools like ServiceNow, and Monitoring tools like Control – M, Splunk Dashboards, Amperity various support processes like effective communication with Clients.
- Worked on Editing, Quick Publishing and Promoting Launches, Content Authoring which reflects on Live Websites.
- Monitored the Journeys of Targeted Customers and Data Ingestions on daily basis by using Adobe Experience Platform & Adobe Journey Optimizer.
- Nurturing positive client & customer relationships with professionalism and customer centric approach.
- Imparting 24x7 support for multiple applications in projects related to the production environment.
- Delivering in-depth RCA for priority P1 and P2 incidents.
- Macy's is one of the oldest and largest department store chains in the United States, with a rich history dating back to 1858 founded by Rowland Hussey Macy. Macy’s has a long – standing reputation as a leading retailer in the United States, known for its wide selection of merchandise, iconic flagship stores and commitment to customer service and innovation.
- Tools: Service now, Control –M,Splunk,Amperity, AEM, AEP, AJO, Microsoft Excel.
- Skills: Support and Maintenance.
Online Only Support Analyst
Zensar Technologies
04.2022 - 07.2023
- Rendering exceptional customer support to 200+ clients leading to a 95% satisfaction rate
- Applying expertise in Dotnet, MVC, Asp. Net, MySQL, Ticketing Tools like ServiceNow, Azure, JDE, and various support processes like effective communication.
- Fortifying customer experiences with positivity and professionalism while answering requests and processing sales.
- Imparting 24x7 support for multiple applications in projects related to the production environment
- Offering RCA pertaining to P1 and P2 issue.
- Christie's is a British Auction House founded in 1766 by James Christie. So, we at Zensar were into providing support to the Christie's website. This is an online website which offers buying and selling of products. The customer can buy products through bidding. It offers live sale as well as online sale. Christie's offers a full portfolio of global services to its clients, including art appraisal, art financing, international real estate, and education.
- Tools: Serverless 360, JDE, Service now, Admin tool, Microsoft Excel.
- Skills: Support and Maintenance.
- Many clients expressed their appreciation for my swift response and in resolving the issues.
Education
B. Tech - Computer Science & Engineering
01-2020
Skills
- Data Analytics
- Application Production Support – L1, L2
- Data Science & Quality Management
- RDP
- Control –M
- Visual studio code
- Power BI
- Excel
- MySQL
- Service now
- Adobe Admin Console
- Active Directory
- Nexthink
- Serverless 360
- NET
- Html
- CSS
- Java
- Azure
- Troubleshooting
- Incident management
- User satisfaction
- Ticketing tools
- Customer relationship management
Certification
- Accredited in Power BI
- Certified in Data Analytics
- Microsoft certified Azure Fundamentals (AZ-900)
- ITIL@4 Foundation
- Ignite AI/ Gen AI for CIA team
Awards
- Bagged the 'Rising Star Award' in Christies.
- Honored with the 'Ninja Spot Award' in Christies
- Felicitated with the 'Zensar Annual Award – Team' for Customer Centricity of the Year – FY22.
- Awarded with 'Annual BU – Team of the Year'.
Core Competencies
Application Production Support – L1, L2, Data Science & Quality Management, .NET, Html, CSS, Data Analytics, Java, Basics of Azure, RDP, Control –M, Visual studio code, Power BI, Excel, MySQL, Service now, Adobe Admin Console, Active Directory, Nexthink, Serverless 360
Role History
- Software Engineer, 01/23, Current
- Jr. Software Engineer, 01/22, 12/22
Timeline
Executive Support Specialist
Rocklandtrust
11.2025 - Current
Service desk Support Associate
Cencora
07.2024 - 10.2025
Support Associate
Macy's
10.2023 - 04.2024
Online Only Support Analyst
Zensar Technologies
04.2022 - 07.2023