Karthik Vatnala
Hyderabad
Summary
Adaptable and solutions-driven IT Support Specialist with 7+ years of experience delivering responsive technical assistance across diverse enterprise environments—including finance, healthcare, and research sectors. Skilled in diagnosing complex hardware, software, and connectivity issues, managing user onboarding/offboarding, and ensuring seamless service delivery aligned with SLA targets. Known for blending technical expertise with empathetic communication to provide user-centric support, even in high-pressure or escalation scenarios. Proficient in tools like Active Directory, ServiceNow, and remote support platforms. Brings a proactive mindset to IT operations, with a proven ability to coordinate across teams, document resolutions, and champion service improvement initiatives.
Overview
8
8
years of professional experience
2013
2013
years of post-secondary education
Work History
IT Support Specialist
Parexel
Hyderabad
02.2025 - Current
- Provided technical support for software and hardware issues to end-users.
- Assisted in troubleshooting network connectivity problems and system errors.
- Documented support requests and resolutions in ticketing system for tracking.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Developed and maintained strong relations with customers to meet quality expectations.
- Participated in after-hours on-call rotation for critical support needs.
Service Desk Associate 2
Bell Techlogix
Hyderabad
05.2024 - 02.2025
- Provided end-to-end IT support for four diverse client accounts, ensuring SLA-driven service delivery tailored to each client's operational requirements
- Facilitated user onboarding and offboarding processes including account setup, hardware provisioning, application access, and rights management across Windows and cloud-based environments
- Acted as the primary point of contact for incident resolution, service requests, and change implementations, maintaining a high standard of responsiveness and professionalism
- Managed Active Directory, Exchange mailboxes, and collaboration platforms (e.g., MS Teams, Zoom, Google Workspace) to support seamless access and communication
- Logged and tracked tickets using ITSM tools like ServiceNow and Jira, coordinating escalations to appropriate team support when required
- Maintained structured documentation per client protocols
- Partnered with HR and operations teams across client organizations to ensure timely and compliant execution of onboarding/offboarding workflows
- Participated in weekly client review meetings, providing insights into recurring issues and user experience improvements
Technology Operation Associate
Encora Innovations (Wellsfargo)
Hyderabad
07.2023 - 04.2024
- Provided Tier 1 technical support to Wells Fargo employees, resolving hardware, software, and network issues efficiently in a high-volume service desk environment.
- Handled user account provisioning, Active Directory maintenance, and system access controls in alignment with organizational security policies
- Diagnosed and resolved incidents using remote support tools (Remote Desktop), maintaining an average ticket closure time of under SLA targets
- Delivered exceptional customer service through clear and empathetic communication, resulting in high end-user satisfaction scores
- Collaborated with internal teams to escalate complex issues and contributed to process documentation for improved knowledge sharing
- Monitored service requests using ticketing platforms (ServiceNow), ensuring precise categorization and timely updates for audit readiness
Senior Associate
Tech Mahindra
Hyderabad
11.2021 - 06.2023
- Managed escalated complaint cases for customers experiencing unresolved internet and Wi-Fi issues, post initial L1 and L2 technical support engagements
- Conducted thorough technical assessments to identify unresolved connectivity problems, coordinating directly with backend teams and service engineers for resolution
- Acted as a customer advocate, negotiating compensation options for service downtime in alignment with internal policies and customer satisfaction targets
- Maintained clear, empathetic communication with customers throughout the resolution journey, providing regular case updates and managing expectations effectively
- Ensured compliance with Telecommunications Industry Ombudsman (TIO) processes, preparing cases for formal review when resolution timelines were exceeded
- Collaborated cross-functionally with technical support, billing, and legal teams to reach fair, timely, and customer-centric outcomes
- Documented case activities and insights in CRM tools, contributing to root-cause analysis and process improvement initiatives
Senior Customer Service Representative
Indigen Technologies
Hyderabad
08.2017 - 09.2021
- Provided expert support to customers through various communication channels.
- Resolved complex customer inquiries using company systems and resources.
- Trained new representatives on customer service protocols and best practices.
- Analyzed customer feedback to identify service improvement opportunities.
- Managed escalated issues, ensuring timely resolution and customer retention.
- Conducted customer service training for new hires.
- Resolved escalated customer complaints in a timely manner.
Education
MPC
Sri Chaitanya Junior College
Hyderabad 06.2011 - 03.2013
Sri Sai Chaitanya High School
Hyderabad Skills
- Technical support
- Active Directory management
- Remote desktop support
- Ticketing systems
- Incident resolution
- Customer service
- Problem solving
- Communication skills
- Time management
- Team collaboration
Languages
English
Advanced
C1
Telugu
Proficient
C2
Hindi
Upper Intermediate
B2
Certification
ITIL® Awareness Certification Infosys Springboard — Completed in 2025 Gained foundational knowledge of IT Service Management principles as outlined by ITIL.
CompTIA IT Fundamentals (ITF+) Skillsoft / CompTIA — Completed in 2024 Developed essential understanding of IT concepts including networking, software, hardware, security, and troubleshooting, serving as a stepping stone toward more advanced certifications.
Timeline
IT Support Specialist
Parexel
02.2025 - Current
Service Desk Associate 2
Bell Techlogix
05.2024 - 02.2025
Technology Operation Associate
Encora Innovations (Wellsfargo)
07.2023 - 04.2024
Senior Associate
Tech Mahindra
11.2021 - 06.2023
Senior Customer Service Representative
Indigen Technologies
08.2017 - 09.2021
MPC
Sri Chaitanya Junior College
06.2011 - 03.2013
Sri Sai Chaitanya High School