Krishna Chaitanya Moturi

Operational Management

• Oversee daily operations of the internal IT service desk.
• Ensure timely and effective resolution of IT support requests.
• Monitor ticket queues and prioritize incidents and service requests.
• Maintain service level agreements (SLAs) and key performance indicators (KPIs).

Team Leadership

• Lead, mentor, and develop service desk staff.
• Conduct regular performance reviews and provide coaching.
• Schedule shifts and manage resource allocation to ensure coverage.

Process Improvement

• Develop and refine ITIL-based service desk processes.
• Identify trends in incidents and implement proactive solutions.
• Drive continuous improvement initiatives to enhance service quality.

Technology & Tools

• Manage and optimize service desk tools (e.g., ticketing systems, knowledge bases).
• Ensure proper documentation of issues, solutions, and procedures.
• Collaborate with infrastructure and application teams for escalations.

Reporting & Communication

• Generate and present regular reports on service desk performance.
• Communicate effectively with stakeholders about IT issues and resolutions.
• Act as a point of escalation for complex or high-impact incidents.

Compliance & Security

• Ensure adherence to IT policies, procedures, and security standards.
• Support audits and compliance initiatives related to IT support.

User Experience & Engagement

• Foster a user-centric culture within the service desk team.
• Gather feedback from internal users to improve support services.
• Promote self-service tools and knowledge base usage.

• Mentored junior technicians, fostering professional development and improving overall team efficiency.
• Coordinated efforts with network administration team to optimize connectivity between local machines and shared resources such as servers or printers.
• Performed routine system backups to ensure data integrity in the event of hardware or software failure.
• Streamlined desktop support processes by implementing efficient ticketing system and prioritizing tasks.
• Facilitated communication between technical staff and end-users to identify root causes of problems and implement effective solutions.
• Collaborated with IT team to plan and execute hardware upgrades, ensuring seamless transitions for endusers.

• Monitored and enforced safety measures to mitigate hazards.
• Improved equipment efficiency by performing regular maintenance and calibration of complex machinery.
• Installed new systems and parts with efficient approach.
• Mentored junior technicians, providing guidance on best practices to enhance their skills and knowledge base.
• Performed troubleshooting and diagnosis on malfunctioning equipment.
• Provided exceptional customer support, resolving technical issues quickly and efficiently.
• Reduced downtime for critical systems through effective troubleshooting and root-cause analysis.