Naveen Kumar Golla
Technical Support Manager
Hyderabad
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Support Manager
Suja Associates Private Limited
Hyderabad, Telangana
09.2017 - Current
- Allocating tasks to the team, assisting the team in resolving business issues, coordinating with various stakeholders and ensuring all the team members attend team meetings
- Coordinating with Development Project Managers for keeping activities focused on the business change objectives by providing a framework to direct and manage the change process
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Prepared employee schedules for maximum coverage during key hours.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Prepared agendas and took notes at meetings to archive proceedings.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Holding review meetings to monitor progress of the project as per schedule / budgets, and ensuring timely completion and delivery of project to the client; extending production support for applications
- Imparting continuous on job training to the workforce for enhancing their productivity & operational efficiencies through knowledge enhancement & skill building
- Following project life cycle methodology defined under the process framework; ensuring that deadlines are met
- Execution of projects through participating in the software development stages
- Managing requirements gathering, collating project functional & technical requirements; following up with clients throughout the project lifecycle to ensure full understanding of needs and concerns
- Ascertaining process requirements and providing best solutions involving evaluation & definition of scope of project
- Participating in project meetings for evaluating project progress and providing technical inputs
- Scheduling & monitoring resources; supervising project status during the course of periodic project meetings and reporting the same to senior management
- Analyzing requirements for determining feasibility of project within time and cost constraints
- Creating & reviewing project specific processes to meet organization and customer goals; evolving strategies & executing roadmaps (for purchases, strict budget controls & business continuity plans)
- Conducting risk analysis of the project and reporting to the team to find ways to mitigate the risks
- Recognizing documents related to components and maintaining detailed study of the same as per the product changes, by getting in touch with the Product Developers, English, Hindi and Telugu
- Monitored employee and customer interactions to assess quality of service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Lead Business Analyst/Implementation Specialist
Suja Associates Private Limited
Hyderabad
03.2011 - 08.2017
- Configured, installed and handled troubleshooting tasks for variety of different applications (EMR & PMS).
- Cultivated relationships with sales team to support and supply corrective actions.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
B.Tech - Computer Science and Engineering
JNTU
Skills
Operating Systems: Windowsundefined
Timeline
Support Manager
Suja Associates Private Limited
09.2017 - Current
Lead Business Analyst/Implementation Specialist
Suja Associates Private Limited
03.2011 - 08.2017
B.Tech - Computer Science and Engineering
JNTU
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