MANILA NANDI
HYDERABAD
Summary
Accomplished IT Technical Analyst with a proven track record at OPTUM GLOBAL SOLUTIONS, enhancing IT infrastructure and customer satisfaction through innovative solutions and effective troubleshooting. Skilled in network administration and IT service management, I excel in team collaboration and have been recognized for exceptional customer support.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Technical Analyst
OPTUM GLOBAL SOLUTIONS
Hyderabad
04.2021 - Current
- Identified opportunities for improvement in existing processes and implemented solutions.
- Provided technical support for hardware, software and network issues.
- Managed inventory of IT assets including computers, peripherals, licenses and warranties.
- Maintained quality-focused performance benchmarks and schedules when directing project teams.
- Worked with cross-functional teams to achieve goals.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
- Worked effectively in team environments to make the workplace more productive.
- Exceeded customer satisfaction by finding creative solutions to problems.
Senior Technical Support Associate
TECH MAHINDRA
HYDERABAD
09.2018 - 04.2021
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Evaluated software or hardware to recommend improvements or upgrades.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Participated in after-hours on-call rotation for critical support needs.
- Collaborated with IT staff to resolve network connectivity problems.
- Served as first point of contact for incoming technical service calls and emails.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Maintained audit trail and statistical records of problems and conditions reported by client.
Education
B.Tech - ECE
JNTU
Hydearabad03-2016
Skills
- IT infrastructure
- Network administration
- ITIL framework
- IT service management
- IT troubleshooting
- Customer support
- Network management
- Support documentation
- Network security
Accomplishments
Best Employee of the all the Quarters.
.Certifications : AWS , Google Certified IT Support Specialist by Coursera
Certification
● Google Certified IT Support Specialist by Coursera
Affiliations
System optimization, cross-functional team collaboration
Languages
English
First Language
Timeline
IT Technical Analyst
OPTUM GLOBAL SOLUTIONS
04.2021 - Current
Senior Technical Support Associate
TECH MAHINDRA
09.2018 - 04.2021
● Google Certified IT Support Specialist by Coursera
B.Tech - ECE
JNTU
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