K V GAYATHRI NARAYAN
Hyderabad
Summary
Dynamic Senior Business and Technology Delivery Analyst at Accenture with a proven track record in enhancing service quality and customer satisfaction. Expert in technical support and troubleshooting, leveraging strong communication skills to foster client relationships and drive continuous improvement initiatives. Adept at utilizing ticketing systems to streamline operations and ensure timely issue resolution.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Business and Technology Delivery Analyst
Accenture
Hyderabad
01.2025 - Current
- Collaborated with cross-functional teams to establish best practices for delivery process.
- Monitored daily operations to maintain quality standards for customer deliveries.
- Provided technical expertise on various aspects of product delivery such as packaging, labeling.
- Fostered customer retention by cultivating long-term rapport based on prompt and courteous service.
- Analyzed customer feedback surveys to identify areas of improvement in service quality.
- Interacted with customers regularly to ensure their satisfaction with the services provided.
- Engaged in root cause analysis when issues arose during the course of a project.
- Developed and maintained delivery plans for customer projects.
Administrator
WIPRO
Hyderabad
04.2019 - Current
- Provide first-level technical support to end-users via phone, email, and remote desktop tools, resolving issues related to software, hardware, and network connectivity.
- Diagnose and resolve hardware and software issues for Windows, macOS, and mobile devices.
- Utilize ticketing systems (ServiceNow) to track and manage support requests, ensuring timely resolution within SLAs.
- Create and manage user accounts in Active Directory and assist with password resets and account permissions.
- Perform routine system checks, software installations, and updates to ensure optimal user experience.
- Document common issues and solutions in the knowledge base, contributing to improved self-service support for end-users.
- Escalate unresolved or complex issues to higher-tier support teams (L2/L3).
- Train end-users on system usage, applications, and security best practices.
IT Support
BYJUS
Bengaluru
02.2020 - 10.2022
- Assisted senior IT staff in providing technical support to employees, troubleshooting basic hardware and software issues.
- Performed system installations, configurations, and software updates.
- Supported inventory management for IT equipment and ensured proper documentation of IT assets.
- Helped maintain internal knowledge base and documentation for frequently asked questions.
Education
Bachelor of Science - Computer Science Engineering
Osmania University
Hyderabad, Telangana05.2024
Skills
- Technical Support
- Troubleshooting
- Operating Systems
- Windows
- Software Support
- Microsoft Office Suite
- VPN
- Active Directory
- User Account Management
- Remote Desktop
- Ticketing Systems
- ServiceNow
- Excellent Communication
- Customer Service
- Hardware Configuration
- Maintenance
- Documentation
- Knowledge Base Management
- ITIL Framework
- Incident Management
- Request Management
Certification
- ITIL Foundation Certification
- Microsoft Certified Solutions Associate (MCSA): Office 365
Timeline
Senior Business and Technology Delivery Analyst
Accenture
01.2025 - Current
IT Support
BYJUS
02.2020 - 10.2022
Administrator
WIPRO
04.2019 - Current
Bachelor of Science - Computer Science Engineering
Osmania University