Meghana Reddy Pachhipala

• Providing tier-1 and tier 2 operational support and assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
• Handling VIP Escalation Management for VIP users, ensuring timely resolution and prioritization.
• Assigned unassigned tickets to analysts, reviewed priority 3 tickets, and amended priorities according to standard protocol.
• Global support- w\Worked on tickets from overseas users for MFA, citrix setup, ensuring seamless support.
• Customer satisfaction- Addresses customer dissatisfaction, provided further assistance, and improved customer experience.
• Knowledge Management – Provided Insights to update knowledge articles, ensuring accurate and up-to-date information.
• Process Improvement- Participated in weekly calls with Tier 2 support teams to discuss process improvements and clarify doubts on process.
• Assisted analysts in finding KB’s or steps to help users and supported new user account creations and tools access setup.
• Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
• User Administration with Active Directory- creating, resetting, lock/unlock user accounts and password using Active Directory.
• Provided timely updates on progress towards resolution of customer issues via email or phone calls.
• Installed and performed minor repairs to hardware, software or peripheral equipment.

• Resolved issues related to network connectivity, printers, operating systems, applications, and other IT-related topics.
• Assisted customers with installation of new hardware and software applications.
• Performed root cause analysis for recurring incidents to identify potential solutions.
• Provided technical assistance to customers through phone, email and chat support.
• Troubleshot customer inquiries related to software and hardware issues.
• Created reports on customer complaints and feedback for management review.
• Utilized remote access tools to connect remotely with customers' systems when necessary.