Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Certification
Timeline
Generic
Mahipal Loka Reddy

Mahipal Loka Reddy

Hyderabad

Summary

Solutions-focused Technical Support Manager known for productive and efficient task completion. Possess specialized skills in troubleshooting, technical training, and customer relationship management. Excel in communication, leadership, and problem-solving to enhance team performance and ensure customer satisfaction. Committed to leveraging these abilities to provide exceptional support and drive continuous improvement in technical operations.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Technical Support Manager

AVEVA
Hyderabad
04.2018 - Current
  • Provided technical support to customers and managed the team of engineers responsible for resolving customer issues.
  • Conducted research on software and hardware products to recommend solutions for customers.
  • Developed, implemented, and monitored service level agreements with clients.
  • Assisted in developing training materials for customer service staff members.
  • Implemented processes to ensure quality control standards were met when delivering services to customers.
  • Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
  • Created and deployed new hire training initiatives.
  • Established continuous improvement initiatives to achieve KPIs.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Analyzed workflows and established priorities for daily operations.
  • Evaluated organization's technology to recommend upgrades for hardware and software.
  • Assessed data processing proposals and requirements to determine project feasibility.
  • Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.

Team Leader

AVEVA
Hyderabad
10.2014 - 03.2018
  • Conducted regular performance reviews to assess individual team member progress.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
  • Completed daily quality assurance duties to provide feedback for improvements.

Senior Technical Support Specialist

Aveva
Hyderabad
10.2012 - 10.2014
  • Provided technical support for customers over the phone and via email.
  • Resolved complex technical issues with customers, including hardware and software problems.
  • Maintained customer accounts in a CRM system to track customer interactions.
  • Installed operating systems, applications, and drivers on client machines remotely.
  • Developed and implemented strategies to improve customer satisfaction levels.
  • Managed user accounts, passwords, permissions, group policies. in an Active Directory environment.
  • Monitored computer systems performance and took corrective action as necessary.
  • Assisted junior staff members with resolving technical issues they were unable to solve themselves.
  • Interfaced with vendors regarding product updates or upgrades as needed.
  • Documented procedures for installation, configuration, testing, usage instructions of various technologies used by the company.
  • Ensured that all relevant security patches were applied promptly across all workstations.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.

Senior Analyst

HSBC HDPI
Hyderbad
05.2010 - 10.2012
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Researched and adopted new technologies to add value to existing offerings.
  • Performed budget analysis to control expenditures and predict future budget needs.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Assessed data modeling and statistics to integrate high-level business processes with data rules.

Customer Support Representative

SPSoft PVT LTD
Hyderabad
10.2008 - 05.2010
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.

Customer Service Associate

AXA Business Services
Bangalore
01.2007 - 06.2008
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Responded to customer calls and emails to answer questions about products and services.
  • Informed customers about special promotions and provided detailed information for various products.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled billing and payment issues following guidelines, resolving disputes properly.

Process Executive

Infosys BPO
Bangalore
09.2005 - 11.2006
  • Spearheaded organizational development efforts, incorporating macro-level business process enhancements.
  • Led methodology development to outline basic process parameters for operations.
  • Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
  • Employed data modeling technologies to simulate business process alterations, ascertaining maximum ROI with minimal associated risk.
  • Inputted and submitted client information to facilitate speedy processing of paperwork.
  • Investigated basic issues and escalated more complicated concerns.
  • Prepared accurate documents for customer and business needs.

Education

Bachelor of Science - B.sc Computers

Nalanda Degree College
Adilabad, TG

Skills

  • Training and mentoring
  • Team Building
  • Process oversight
  • Budget Administration
  • Incident Management
  • Policy Development
  • Staff Training
  • SLA management
  • Remote Support
  • Negotiating service level agreement
  • Customer Support
  • Escalation management
  • Scheduling
  • Technical Troubleshooting
  • Network Administration
  • System Administration
  • Customer communications
  • Training and mentoring
  • Process Design

Additional Information

Father: Kista Reddy

Birthday: 27 May 1982

Gender: Male

Marital Status: Married

Nationality: India

Languages

English

Certification

  • Manager Certification
  • ITIL
  • Azure fundamentals
  • AWS fundamentals

Timeline

Technical Support Manager

AVEVA
04.2018 - Current

Team Leader

AVEVA
10.2014 - 03.2018

Senior Technical Support Specialist

Aveva
10.2012 - 10.2014

Senior Analyst

HSBC HDPI
05.2010 - 10.2012

Customer Support Representative

SPSoft PVT LTD
10.2008 - 05.2010

Customer Service Associate

AXA Business Services
01.2007 - 06.2008

Process Executive

Infosys BPO
09.2005 - 11.2006
  • Manager Certification
  • ITIL
  • Azure fundamentals
  • AWS fundamentals

Bachelor of Science - B.sc Computers

Nalanda Degree College
Mahipal Loka Reddy