Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and interests
Timeline
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Mounika Karanam

Mounika Karanam

Vishakapatanam

Summary

Accomplished senior technical support engineer at Wipro - Dell, adept in troubleshooting and customer support, I've significantly enhanced team capabilities and product knowledge, particularly in VMAX and Powermax. My strong analytical skills and dedication to training have empowered teams, achieving notable improvements in technical proficiency and client satisfaction.

Overview

2
2
years of professional experience
1
1
Certification

Work History

2nd Line Technical Support Engineer

Wipro technologies
Bengaluru
07.2023 - 02.2024
  • Designed and prepared technical reports, studies, and related documentation
  • Managed the team and provided assistance on technical subjects both offsite and onsite.
  • Proficient in SAN and hardware, including troubleshooting SRDF, Metadata, and local replication and Storage array hardware itself.
  • Addressed inquiries and resolved technical issues
  • Developed and presented business cases, presentations, and reports to senior management.

L1 Technical Support Engineer

wipro technologies
Bengaluru
07.2022 - 02.2024
  • Created and maintained knowledge base articles for new, previously unknown exceptions, which were approved by the client team
  • Delivered on-site support for critical incidents, prioritising rapid resolution to maintain business continuity.
  • Coordinated with third-party vendors for warranty repairs or replacements of faulty hardware, optimising asset utilisation and budget efficiency.
  • Provided first-level technical support for desktop systems, including software installations and hardware configurations, to enhance user productivity.
  • Prepared detailed reports on support activities and incident resolutions, enabling management to assess IT support effectiveness.
  • Managed, tracked, and coordinated the resolution and escalation process for technical issues
  • Responded to support requests from end-users, providing patient guidance through basic troubleshooting tasks
  • Explained technical information in non-technical terms to promote better understanding
  • Maintained response times to ensure business continuity
  • Documented faults and bugs for referral to development staff
  • Troubleshot technical issues and provided on-site support
  • Assisted customers over the phone and via email, resulting in increased customer satisfaction rates.

Education

Bachelor of Science - MSCS(maths, statistics, computer science)

Aditya Degree College
Gajuwaka, India
2019

Certificate of Higher Education - Science

Narayana Junior College
Vishakhapatnam, India
2017

Skills

  • Technical Support
  • Customer Service
  • Troubleshooting
  • SAN

Certification

  • VMAX Fundamentals
  • Powermax hardware archtecture
  • SAN overview
  • Metadata, Sanpshot and SRDF replication

Languages

English
Upper Intermediate (B2)
B2
Hindi
Elementary (A2)
A2
Telugu
Proficient (C2)
C2

Hobbies and interests

  • listening to music
  • cooking
  • travelling

Timeline

2nd Line Technical Support Engineer

Wipro technologies
07.2023 - 02.2024

L1 Technical Support Engineer

wipro technologies
07.2022 - 02.2024

Bachelor of Science - MSCS(maths, statistics, computer science)

Aditya Degree College

Certificate of Higher Education - Science

Narayana Junior College

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Mounika Karanam