Summary
Overview
Work History
Education
Skills
Timeline
Generic

NALLARI SAIKIRAN

Summary

To contribute effectively towards the growth of the organization, in the process understand the dynamics behind the working of a business, and acquire the domain Tech-savvy Support Specialist offering 5 -year background in various technology like Azure Cloud and Technical support troubleshooting and resolving complex information technology problems by conducting technical root cause analysis and providing viable solutions. Polished in installing and configuring hardware and operating systems and resolving support requests via various channels. Systematic and thorough professional committed to minimizing system downtime and quickly resolving various issues.

Overview

9
9
years of professional experience

Work History

Project Support Associate

CrunchTime Inc.
03.2022 - Current
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Communicated with clients to verify roots and causes of Product problems.
  • Monitored calls and communication to team to provide constructive feedback and guidance, resulting in improved support experiences.
  • Escalated complex problems such as downtime and replication issues to management for resolution.
  • Monitored systems in operation and quickly troubleshot errors.
  • Broke down and evaluated user problems, using test cases, personal expertise, and probing questions.
  • Analyzed and interpreted customer requirements to develop engineering solutions.
  • Analyzed and interpreted data to identify trends and recommend improvements.
  • Collaborated with other departments to facilitate successful project completion.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.

Azure Cloud Cost Management Analyst and Cloud Technical Support Engineer

Launch Consultancy (Microsoft India)
03.2020 - 02.2022
  • Worked and helped with Fortune 500 Companies by suggesting cost-efficient service without impacting services
  • Worked on Break Fix issues with MS engineering on behalf of the customer and got it resolved within the promised time
  • Performing a monthly cost analysis for customers and working towards checking the high consumption and colliding with the respective team to check if we can reduce the up hours and purchase any other resource to reduce the overall cost of that service
  • Assist in incident management including problem resolution and tracking problems
  • Managed and executed the forward schedule of change for changes that were both approved and documented
  • Responsible for the customer support experience with Microsoft
  • Owning, troubleshooting, and solving customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
  • Identifying cases that require escalation (either technically or strategically)
  • Creating and maintaining incident management requests to the product group/engineering group
  • Resolving complex support incidents related to supporting customer use Of the Microsoft Azure platform
  • Monitoring, and acting on planned/unplanned outage notifications from Microsoft
  • Escalating tickets and working with vendors and partners; ensuring the SLAS are met for all the Incidents handled
  • Working in dose collaboration with several teams by following the SOPs listed in the Team engagement guide to mitigate the client's service interruptions; and rerouting misdirected cases that have not been handled promptly
  • Informing Technical Advisors on the escalation issues in a timely and appropriate fashion
  • Addressing & resolving customer issues including complex technical scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, etc.)
  • Responsible for service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture
  • Providing support to customers through telephone and email; escalating issues quickly when deep, specific skills or other capabilities are required
  • Refer to internal databases or external resources to provide accurate solutions to customer issues
  • Managing the client Azure account and Billing assistance from subscription to subscription as a requirement; processing credits & refunds
  • Notifying the participants and stakeholders about each event during the case.
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
  • Inspected equipment, assessed functionality, and optimized controls.
  • Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
  • Tested functional compliance of company products.
  • Tuned systems to boost performance.

Azure Support Engineer

Sysgain Inc
05.2018 - 09.2019
  • Type of migration: Cloud to Cloud PG to CSP, POC
  • As a part of the team Worked on Client Location E&Y Bangalore helping them to migrate their data from Cloud to Cloud (Azure Pass SQL DB, VMs, Storage Accounts, Load Balancer, Traffic Manager, Web Apps)
  • Analyzing all the resources that can be migrated, and those that cannot and preparing proper documents and Excel sheets
  • Sending the across team to analysis
  • Applied IAM policies and created insights
  • Conversion of Classic storage to storage account using ARM Redeployment of classic web apps if needed
  • Testing of resources and connectivity after migration
  • Experience in deploying EVD host pool through ARm Template and Azure marketplace
  • Permission to individual apps inside WVD
  • Knowledge of FSlogix profile and its profile migration in WVD.

Service Desk Engineer Level 2

OSI Systems Pvt Ltd.
06.2016 - 08.2017
  • Supervised shift responsibilities for 20 associates on a technical service desk
  • Worked on Reports every month Such as Team Scoreboard, Call and Email Report KPI monthly or Yearly along with presentation as requested by the Team Manager manager
  • Create user accounts in AD and Allocate MailBox Space as per the designation
  • Software and hardware, such as application problems, printing or network connectivity issues including document management software, user accounts in AD
  • Scheduled onsite technicians to repair or replace faulty hardware and maintain the call tracking system and KB through the input of resolutions to issues tracking issues that are escalated to a higher level.

Service Desk Engineer Level 1

Selectsys India Pvt. Ltd
07.2014 - 03.2016
  • Working unanimously towards providing one contact resolution to our customers in regards to Technical processes
  • Provide on-floor support to all Trainees for Technical and Process issues on calls and remote sessions
  • Maintaining the average handling time of calls and remote sessions and the number of queries according to standards and demarcations
  • Coordinating with the immediate reporting officer in daily work reports and corrections
  • Updating the team with new announcements and updates
  • Working towards providing the best results regarding our AHT, Schedule Adherence
  • Ensuring compliance with the Methods and Procedures laid down for the process
  • Handling escalation as and when required.

Education

Aposs

Bachelor of Arts -

GITHAM University
Hyderabad
05.2001 - 2019.01

Skills

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Timeline

Project Support Associate

CrunchTime Inc.
03.2022 - Current

Azure Cloud Cost Management Analyst and Cloud Technical Support Engineer

Launch Consultancy (Microsoft India)
03.2020 - 02.2022

Azure Support Engineer

Sysgain Inc
05.2018 - 09.2019

Service Desk Engineer Level 2

OSI Systems Pvt Ltd.
06.2016 - 08.2017

Service Desk Engineer Level 1

Selectsys India Pvt. Ltd
07.2014 - 03.2016

Bachelor of Arts -

GITHAM University
05.2001 - 2019.01

Aposs

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