Niharika Tallapelli
Hyderabad,Telangana
Summary
Joined after pursuing graduation and worked as Level 1 Support Analyst
L1 support Analyst activities include
· Ticket Creation when reported by users
· Providing user access
· Creating Governance Report to present to stakeholders
· Arranging meetings with stakeholders to highlight about the Key performance indicators that have been taken care
· Have shared an idea, on the user feedback manual creation which helped to get the client feedback to improvise on the process in place.
After 2 years, I was given an opportunity to take care of Business-Critical application. Was taking care of L1+L2 Support activities and managed the application.
L1+L2 Support include
· Ticket creation
· Explaining the client about the application registration process
· Providing inputs based on the risk assessment
· Helping users with the next step after assessment
· Fixing issues if any
· Monitoring the health of the application
· Notifying vendor about the change requested by business
· Analysis the issue and fixing it
· Providing access to the users
· Fixing user access issues
· Generating monthly reports to showcase to Business
· Generating 2x2x2 as a Key performance
Currently, Working for IBM-SHELL, supporting different share point applications on migration as well as enhancement part of the application. Got Trained on MICROSOFT POWER BI to help Business with reports. Also, Leading a Business Critical Application which is based out of QATAR and helping team for their individual growth.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
8
8
Certification
Work history
Technical Support Associate
IBM INDIA PVT LTD
Hyderabad, Telangana
07.2017 - Current
- Provided technical support throughout development phases of new products.
- Gave first-line support to customers within agreed Service Line Agreement (SLA).
- Solved interruptions in machines and equipment through collaborations with internal and external third parties.
- Gathered business requirements from clients, performing detailed data analyses to document requirements.
- Supported trials for new product development through maintaining communication between customers, sales and design.
- Reported incidents, risks and hazards by following set procedures.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Reduced escalation workload and maintained timely feedback to management.
- Recommended and implemented configuration changes and system additions to optimise performance.
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Communicated technical concepts to customers clearly by phone, email and online chat.
- Collaborated with team members in virtual environments to optimise field experience and development capabilities.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Managed technical support page by creating FAQs and posting knowledge-based articles.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
Education
Bachelor of Technology - ELECTRONICS AND COMMUNICATION ENGINEERING
SRIDEVI WOMEN'S ENGINEERING COLLEGE
Hyderabad 06.2013 - 05.2017
Skills
- End-user training
- Process automation
- Customer service expert
- Technical issues analysis
- Troubleshooting proficiency
- Application installations
- Customer support needs assessment
- Data entry
- Application support
- Staff education and training
Languages
English
Fluent
Hindi
Fluent
Accomplishments
- Best Graduate Hire award in 2017.
- GEM of SHELL award in 2018.
- RISING STAR Award in 2020.
- Promoted to Senior Help Desk after 8 months of employment.
- Increased number of resolved job tickets by 70% over previous year.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Bi weekly meetings through effectively helping with SERVICE NOW Virtual Task Board.
- Resolved product issue through consumer testing.
- Achieved Customer Satisfaction by completing FEEDBACK FORM with accuracy and efficiency.
- Supervised team of 4 staff members.
- Collaborated with interface teams to manage and maintain SaaS application stable.
Certification
- Certified MICROSOFT POWER BI in 2023
- Certified MICROSOFT AZURE FUNDAMENTALS in 2021
- Certified CHEMICALS & PETROLEUM INDUSTRY JUMPSTART- Industry Insights and Solutions
- Certified IBM Consulting - Leading Initiatives
- Certified IBM Consulting - Building Teams
- Certified IBM Consulting - Delivering Business Value
- Certified IBM Consulting - Communicating Value
- Certified IBM Consulting - Cognitive Practitioner
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Technical Support Associate
IBM INDIA PVT LTD
07.2017 - Current
Bachelor of Technology - ELECTRONICS AND COMMUNICATION ENGINEERING
SRIDEVI WOMEN'S ENGINEERING COLLEGE
06.2013 - 05.2017
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