Shiva Parvathi Patnala
Hyderabad
Summary
Accurate Senior Analyst with exceptional teamwork, leadership, and communication skills. Over 6 years of experience working on large-scale projects and handling daily operational requests. Exceptional technical understanding to meet project deadlines.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Analyst
HCL Technologies
02.2022 - Current
- Participating in initiatives and identify opportunities for technology operations
- Providing training and support to team members
- Assign tasks, monitor progress, and ensure team productivity
- Monitor group mailbox and respond to user queries.
- Asset maintenance, break fix, repairs vendor coordination, replacements.
- Update asset inventory on regular basis.
- Handle conflicts and provide constructive feedback
- Facilitate team collaboration and alignment with company goals
- Reviewing, analyzing and escalating issues from key metric analysis, event monitors, reported service deviations, and documented changes
IT Service Desk Technician
TTEC India
05.2020 - 02.2022
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Provided Tier2 IT support to technical internal users through desk side support services
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
- Maintained composure and patience in face of difficult customer situations
- Referred difficult issues to upper management while maintaining positive rapport with customer
- Effectively managed high volume of inbound technical calls, by checking Active Directory for password reset and account management
- Providing Incident numbers for customers for each task using ServiceNow ticketing tool
- Maintained AHT, ART and all SLA Parameters
- Installed, modified and repaired software and hardware to resolve technical issues
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Senior Analyst
Virtusa Pvt. Ltd
05.2019 - 02.2020
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Effective handling of inbound customers through calls, e-mails and chat
- Diagnosed, troubleshot and resolved network and system problems
Senior Associate
Wipro Technologies
08.2017 - 05.2019
- Managed customer relations and customer service through daily communication and interaction
- Handling multiple queries of inbound customers through calls, chat and e-mails
- Maintained quality as per threshold
- Maintained good rating as quarterly basis Roles and responsibilities
- Take the ownership of unassigned tasks that comes in my bucket
- Actively participate in all team meetings and client meeting to keep myself updated for the process
- Promote live customer's business highlights to the users according to their searches/interests
- Support the team whenever there is a resource crunch
- 24/7 shift-based working
- Show interest in learning new processes or new technologies
Education
M.tech -
Teegala Krisna Reddy Engineering College
08.2016
B.tech - undefined
Nalla Malla Reddy Engineering College
05.2013
Skills
- Support Ticket System Management
- Remote System Analysis
- Technical Support Triage
- Desktop support
- Decision-Making
- Asset management
- Team Management
- Good listening skills
- Knowledge of ServiceNow applications for Incident, Change, Problem, CMS, Facilities, Knowledge, CMDB and reports / metrics, as well as Performance Analytics
- In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Knowledge Management, and Service Portal modules
- ITIL, ITSM, ITSSC, CA Service Desk, Service Catalog, ServiceNow, ITIL, Incident Management, Problem Management, Change Management, Release Management
- Communication, Leadership, Teamwork, Problem Solving, Time Management, Critical Thinking, Attention to Detail, Creativity, Problem-Solving, Written and Verbal Communication, Decision Making
Certification
- 2020-07 NSE-2, Network Security associate
- 2020-07 NSE-1, Network Security associate
Timeline
Senior Analyst
HCL Technologies
02.2022 - Current
IT Service Desk Technician
TTEC India
05.2020 - 02.2022
Senior Analyst
Virtusa Pvt. Ltd
05.2019 - 02.2020
Senior Associate
Wipro Technologies
08.2017 - 05.2019
B.tech - undefined
Nalla Malla Reddy Engineering College
M.tech -
Teegala Krisna Reddy Engineering College
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