Kumari Ketireddi
Visakhapatnam
Summary
Adept Systems Analyst with over three years at Tata Consultancy Services, specializing in remote technical support and problem-solving. Excelled in using Bomgar and ServiceNow, enhancing user support efficiency. Known for outstanding customer service and effective communication, seamlessly managing multiple tasks and incidents.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Systems Analyst
Tata Consultancy Services
02.2022 - Current
Remote Desktop Support analyst in Tata Consultancy Services, Bangalore
- Provided efficient remote 2nd level support to end users, resolving issues related to operating systems, applications and network connectivity
- Experience working with a ticketing system - Service now
- Remotely installing and configuring software applications using remote access tools like Bomgar
- Troubleshoots computer problems, determine source and advise on appropriate action
- Supports VPN configuration and MFA setup
- Communicates with user's via phone, email or chat to help them understand and resolve their problems, follows up with user's when necessary
- Addresses basic inquires and requests promptly and efficiently within a specific timeframe to provide defined level of service and responsiveness to users
- Documenting issues and solutions in a ticketing system
- Escalating complex problems to higher-level support teams
- Staying updated with the latest technology and software changes
Education
B.Tech - Chemical Engineering
Rajiv Gandhi University of Knowledge Technologies
Nuzvid, India08-2021
Skills
- Strong understanding of Windows operating systems(10/11) and common desktop applications
- Software applications like MS office, Adobe acrobat
- Proficiency with remote desktop access tools like Bomgar
- Understanding of ticketing system - Service now
- Clear communication and customer service skills
- Basic networking knowledge
- Excellent troubleshooting and problem-solving abilities
- Ability to work independently and manage multiple tasks
Certification
- AWS certified cloud Practitioner
- ITIL foundation course
Languages
English
Upper intermediate (B2)
Telugu
Bilingual or Proficient (C2)
Hindi
Beginner (A1)
Timeline
Systems Analyst
Tata Consultancy Services
02.2022 - Current
B.Tech - Chemical Engineering
Rajiv Gandhi University of Knowledge Technologies
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