Summary
Overview
Work History
Education
Skills
Personality Traits
Timeline
Generic

Kavya Yandrapu

Hyderabad

Summary

Skilled professional in maintaining, troubleshooting, and supporting various network systems. Experience includes managing network security, installing software updates, and optimizing system performance. Strengths include strong problem-solving skills, ability to work effectively under pressure, and excellent communication abilities. Contributed to improved network efficiency and reduced downtime in previous roles.

Overview

3
3
years of professional experience

Work History

CLOUD SUPPORT ENGINEER-AML/E-KYC/DUE-DILEGENCE

LTIMINDTREE
01.2022 - 07.2024
  • Proactively monitored the work queues
  • Resolved all incidents/requests in a timely manner and within the agreed SLA
  • Updated tickets with resolution tasks performed
  • Identifies, investigates, analyses issues and errors prior to or when they occur, and log all such incidents in a timely manner-RCA operations
  • Captured all required and relevant information for immediate resolution
  • Communicates with other teams and clients for extending support
  • Worked with automation teams for effort optimization and automating routine tasks-stakeholder management
  • Identified problems and errors before they impact a client’s service
  • Lead and managed all initial client escalation for operational issues
  • Ensures all changes are carried out with proper change approvals
  • Plans and executes approved maintenance activities
  • Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
  • Ability to communicate and work across different cultures and social groups
  • Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
  • Excellent communication skills and a positive goal-oriented attitude
  • Expertise in L2 level communication on spoken and written English
  • Carrying immense of experience working in International customer support on inbound phone calls
  • Well versed in a customer service role which involves managing 360 customer lifecycle phase
  • Adoptable and comfortable with working in 24/7 rotational shifts (Domestic/IN)
  • Good hands on experience in using industry tools like Bizagi, Microsoft suite, GSuite and few other CRM tools
  • Confident in initiating conversations with our customers/clients and making them understand through difficult situations
  • Always on the lookout for recurring issues and help create new workflows to solve them
  • Gained strong organisational skills via continuous learning process while working with internal verticals teams
  • Spotting and noting patterns & always ready to highlight areas that can be improved in terms of product or member experience
  • Carrying good knowledge on KYC/AML
  • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
  • Documented customer interactions, technical solutions, and best practices, contributing to the knowledge base and improving the support process
  • Worked closely with the product development teams to escalate and resolve complex technical issues and provide customer feedback for product enhancements
  • Facilitated collaboration among different teams to address complex problems and ensure the smooth operations
  • Monitored system logs and metrics to identify performance issues and recommended optimizations for storage blobs and backup related issues
  • Assisted customers in setting up alerts and automated responses to security threats and compromised activities
  • Provided technical support to customers on cloud-based applications and products.
  • Resolved customer issues related to cloud infrastructure, data migration, and software development.

Education

Bachelor of science - MPC

Aditya Degree College for Women
Rajahmundry, East Godavari District
10.2021

Board of Intermediate Education -

Sri Chaitanya Junior College
Visakhapatnam
05.2018

Board of Secondary Education -

Pen School
Visakhapatnam
05.2016

Skills

  • Performance Optimization
  • Continuous integration
  • Incident Management
  • Customer Support

Personality Traits

  • Strong communication skills, both verbal and written.
  • Experience in handling customer inquiries and providing technical support.
  • Experience with ticketing systems (e.g., DFM, EA PORTAL) to track issues and resolutions.
  • Prioritize and manage multiple open cases at one time.
  • Meet service level agreements (SLAs) for response and resolution times.

Timeline

CLOUD SUPPORT ENGINEER-AML/E-KYC/DUE-DILEGENCE

LTIMINDTREE
01.2022 - 07.2024

Bachelor of science - MPC

Aditya Degree College for Women

Board of Intermediate Education -

Sri Chaitanya Junior College

Board of Secondary Education -

Pen School

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Kavya Yandrapu