Naveen Kumar Dommalapati
Bangalore
Summary
Result-oriented professional experienced in delivering quality results in fast-paced environments. Demonstrated capacity to learn quickly and contribute effectively within collaborative teams while also achieving individual goals. Committed to continuous growth and advancement in career through meaningful challenges and opportunities.
Overview
12
12
years of professional experience
Work History
IT support Engineer
Infinite Computer Solutions India PVT LTD
02.2023 - Current
- Resolved complex technical issues related to software, hardware, network, and customer specific systems.
- Handle high-priority customer interactions, ensuring a high level of professionalism and technical expertise.
- Work closely with internal teams, including Operations, IT, and quality assurance, to resolve technical issues and improve service delivery.
- Facilitated the escalation process for junior agents by offering guidance and support for timely issue resolution.
- Train, mentor, and support junior technical support agents, sharing best practices and technical knowledge.
- Identified gaps in current processes and proposed improvements to enhance efficiency and boost customer satisfaction.
- Led team of 6 agents as buddy lead, monitoring ticket hygiene, resolution, troubleshooting steps, and adherence to knowledge articles.
- Led weekend shifts and submitted hourly reports.
IT support Engineer
HCL Technologies Lithuania UAB
01.2022 - 07.2022
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Gathered information from customers to determine optimal solutions for their technical issues
- Analyzed and solved technical problems for customers.
- Walk the customer through the problem-solving process
- Use the incident management tool to completely and thoroughly record all interactions, activities, and outcomes.
- Direct unresolved issues to the next level of support Team
- Identify the backlogs and escalate tickets requiring urgent attention and action.
- Create a ticket on the issue for the further investigation and detailing the Troubleshooting done from the first point of contact and directing to the next level support.
- Provided Level 1 helpdesk support as a technician.
- Handled technical support issues for Barclays Investment Bank's global operations.
- Have work experience on Service now ticketing, Active Directory, Bitlocker recovery, group policy, windows, MS office, Skype for business, outlook configuration, VPN troubleshooting, password management, VDI, vSphere, Unfreeze device with Absolute interface, Network Troubleshooting, Remote access, 2FA RSA Token(secureID) management.
- Installing and troubleshooting Microsoft office packages.
- Software Installation: Supports all the Organizational standard software, as per user request and installs third-party software as per user request.
- Printer and scanner configuration and installation.
- Provided accurate information on IT products and services to assist customers in decision-making
- Record events and problems and their resolution in logs
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identified and suggested improvements to procedures to enhance support effectiveness
- Handle international calls and Global client (American, European, United Kingdom etc.).
Test Engineer
CONCENTRIX TECHNOLOGIES INDIA Limited
11.2018 - 04.2019
Test Engineer
CONCENTRIX TECHNOLOGIES INDIA Limited
Bangalore
11.2014 - 10.2016
- Clarified client requirements and system functionality to ensure comprehensive understanding for testing.
- Deriving Test Scenarios, Documenting Test Cases and Collecting Test Data for Functional Testing.
- Executed test case execution and defect reporting and tracking using ALM.
- Compiled detailed defect reports to summarize issues identified during testing. and assigning the defects to developer.
- Executed system and functional testing.
- Mapped functional requirements to test cases to ensure full coverage of system functionalities.
- Conducted retesting of previously identified defects to ensure resolution.
- Preparing the System Test Report
Education
Master's - INDUSTRIAL ENGINEERING & MANAGEMENT
Kaunas Technology University
Kaunas, Lithuania01-2022
Bachelor's - COMPUTER SCIENCE & ENGINEERING
Kammavari Sangam School of Engineering and Management (K.S.S.E.M)
Bangalore, India07-2014
Skills
- Technical Assistance
- Remote Troubleshooting
- Incident Management
- Ticket Creation
- Service Desk Support
- Technical support
- ServiceNow
- Active Directory
- BitLocker Recovery
- Group Policy
- Windows
- Microsoft Office
- Outlook Configuration
- VPN Troubleshooting
- Password control
- Virtual desktop infrastructure
- Hardware troubleshooting
- Device management
- System Recovery
- Network diagnostics
- Remote Access
- Scanning Solutions
- Software Installation
- Peripheral Setup
- Log management
- Customer Interaction
- Customer Follow-up
- Customer Insights
- Problem Analysis
- Problem Solving
- Process Optimization
- Global Support
- Token management
- Token management
Personal Information
- Date of Birth: 05/12/92
- Gender: Male
- Nationality: Indian
Disclaimer
I hereby declare that the above mentioned particulars are true to the best of my knowledge and belief.
Timeline
IT support Engineer
Infinite Computer Solutions India PVT LTD
02.2023 - Current
IT support Engineer
HCL Technologies Lithuania UAB
01.2022 - 07.2022
Test Engineer
CONCENTRIX TECHNOLOGIES INDIA Limited
11.2018 - 04.2019
Test Engineer
CONCENTRIX TECHNOLOGIES INDIA Limited
11.2014 - 10.2016
Master's - INDUSTRIAL ENGINEERING & MANAGEMENT
Kaunas Technology University
Bachelor's - COMPUTER SCIENCE & ENGINEERING
Kammavari Sangam School of Engineering and Management (K.S.S.E.M)