Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Keerthi Koneti

Keerthi Koneti

Summary

Motivated and detail-oriented ServiceNow enthusiast with foundational knowledge in IT Service Management (ITSM), workflow automation, and cloud-based platform development. Skilled in configuring ServiceNow modules, creating service catalogs, and implementing incident, problem, and change management processes. Passionate about learning and adapting to new technologies to optimize business operations. Strong problem-solving abilities with a keen interest in scripting and process automation.


Have a knowledge about Administration process in Service Now.


Seeking an opportunity to contribute technical expertise and innovative solutions in a dynamic IT environment.



Overview

4
4
years of professional experience

Work History

Support Executive

TCS
02.2021 - Current
  • Streamlined support processes for improved efficiency and reduced response times.
  • · Worked on active directory, Domain controllers, Password resets with customers through calls, chats, and web.
  • · Manage Onboarding and Offboarding activities of employees.
  • · Working on GSD ticketing BMC Remedy tool (8.1), ITSM tool, Service Desk Plus tool, Change & Problem Management.
  • Enhanced customer satisfaction by addressing and resolving technical issues promptly.
  • Reduced repeat incidents by thoroughly documenting resolutions within internal knowledge bases.
  • Updated and created confluence documents.
  • Achieved high levels of client retention through proactive communication strategies.
  • Managed customer-facing FAQ and knowledgebase on media sources.
  • Managed high-volume support tickets effectively, prioritizing urgent cases and delegating to team members when necessary.
  • Monitored support metrics to identify areas for improvement and implemented changes accordingly.
  • Tracked inbound support tickets to provide clear resolutions to customers.
  • Trained new support staff, ensuring they were equipped with the skills necessary to excel in their roles.

Education

Bachelor of Science - MSC Computers

Sri Yogi Vemana University
Kadapa
05-2021

Skills

  • Teamwork and collaboration
  • service Now Tool
  • Javascript
  • HTML
  • MS Excel
  • MS word
  • Verbal and written communication
  • Office administration
  • Training and mentoring
  • Team building
  • Leading team meetings
  • Quality assurance
  • Meeting coordination
  • Problem-solving skills
  • Time management
  • Multitasking Abilities

Accomplishments

    Received a Gold and silver medal in district and state competition of Taekwondo.

Languages

English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Telugu
Bilingual or Proficient (C2)

Timeline

Support Executive

TCS
02.2021 - Current

Bachelor of Science - MSC Computers

Sri Yogi Vemana University

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Keerthi Koneti