Keerthi Madavalam
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior IT Analyst/Team Lead
Dell SecureWorks
01.2021 - Current
- Work with Global Service Desk team to help them reduce the count of escalations from users
- Take escalation calls from users
- Provide training for new employees and assist other technical representatives with problems they encounter while interacting with users over the phone; address escalated customer questions and concerns
- Provide support for MS Office suite applications, outlook, software installations, windows re-imaging/refresh process, back-office application connectivity
- Documenting technical support requests, production changes, and following-up until resolution
- Demonstrate various techniques and documentation to streamline production process
- Anticipate customer needs, proactively identify solutions, and send out notification mailers to them with self-service remediation instructions.
IT Analyst
Dell SecureWorks
10.2017 - 01.2021
- Support internal user workstations, peripherals, phones, and PDAs
- Maintain and repair, through troubleshooting and component replacement, workstations and peripheral devices
- Provide support for MS Office suite applications, outlook, software installations, windows re-imaging/refresh process, back-office application connectivity
- On call duties as required.
Incident Coordinator
IBM
01.2016 - 10.2017
- Oversee incidents and user service requests end-to-end to coordinate activities for High and Critical Incidents, P1/P2 process, representing team, while leading a Sev1 and Major incidents
- Escalation points for Service Delivery Managers and Service Provider Incident Managers
- Monitor service levels of Incident management function
- Discuss prioritization with Service Provider Incident Management, Validate use of Knowledge Base on Escalations
- Ensuring that quality services are delivered with regards to the agreed SLA
- Host and Lead the Incident Management calls, driving group chats and bridge calls effectively to resolve incidents, possess excellent written and verbal communication skills, prior experience of sending out executive alert communication mailers, handle conflict situations and make quick decisions while driving incidents
- Manage and drive third parties to the quick resolution of incidents
- Participate in negotiation of service level agreements with both internal and external customers and service providers
- Involve in the Incident and problem management to prevent recurring problem by working with cross-functional teams to improve performance and system availability in the production environment
- Lead and participate in the gathering of requirements, solutions formulations and evaluation of solutions and services.
Technical Analyst
IBM
01.2015 - 01.2016
- Support for International process, troubleshooting and installation of core applications on Windows XP and Windows 8 Operating Systems
- Support Outlook and other web-based applications on Windows 8 systems
- Worked on Linux platform and Citrix based applications
- Provide support in troubleshooting for remote workers who are unable to get connected through Ethernet and Wi-Fi
- Took up the responsibility of managing the queue and assigning the tickets to the appropriate teams within SLA.
Education
Master of Science – Information Technology -
Acharya Nagarjuna University
12.2018
Bachelor of Technology – Computer Science & Engineering -
Jawaharlal Nehru Technological University
05.2013
Skills
- Good at setting goals and making plans
- Using time wisely
- Work with Integrity
- Customer First: I believe our customer relationships are the ultimate differentiator and the foundation for our success
- Personal Effectiveness: Displays a strong desire for feedback, development, and learning; actively seeks ways to build own knowledge, experience, expertise, & skills
- IT Asset Management
- IT Performance Metrics
- ITIL Knowledge
Certification
- AWS Certified Cloud Practitioner
- ITIL V4 Foundation certified.
Accomplishments
- Received customer appreciations through ‘inspire awards' at Dell SecureWorks.
- Recognized as Top Performer by Business Client for 2 consecutive months in IBM.
Languages
English
Telugu
Timeline
Senior IT Analyst/Team Lead
Dell SecureWorks
01.2021 - Current
IT Analyst
Dell SecureWorks
10.2017 - 01.2021
Incident Coordinator
IBM
01.2016 - 10.2017
Technical Analyst
IBM
01.2015 - 01.2016
Master of Science – Information Technology -
Acharya Nagarjuna University
Bachelor of Technology – Computer Science & Engineering -
Jawaharlal Nehru Technological University