PAVAN SHANKAR ATCHUTA
Technical Process Specialist
Hyderabad,TS
Summary
Reliable professional with experience in optimizing administrative and operational processes. Proven ability to manage multiple projects and prioritize tasks to meet deadlines.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Senior Associate
Global University Systems
05.2024 - 09.2025
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Process Associate
Genpact
01.2022 - 05.2024
- Handling customer queries via calls, web chat and emails
- Identified and resolved process issues to drive optimal workflow and business growth
- Resolving email issues on Microsoft 365, troubleshooting the DNS and OS issues for customers
- Handling issues on Cpanel and Google emails
- Solving hosting queries and tickets handling
- Enhanced customer satisfaction by efficiently managing ticketing operations and addressing inquiries
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards
- Educating customers on products and services
- Pitching products and closing sales
- Identified and resolved process issues to drive optimal workflow
- Generated reports detailing findings and recommendations
Technical Process Specialist
Infosys
Hyderabad
09.2025 - Current
- Deliver technical support to Microsoft customers through chat, phone, or email, while documenting cases accurately, following escalation procedures, and meeting SLA and quality standards.
- Provide end-to-end technical support for Windows OS, including system errors, performance issues, updates, drivers, and security troubleshooting.
- Assist customers with Windows installation, upgrade, and activation issues, including product key validation, digital licensing, and reactivation after hardware changes.
- Support Microsoft Office installation, configuration, and troubleshooting for both standalone and subscription-based versions.
- Resolve Office activation, sign-in, update, and application crash issues through guided diagnostics, and reinstallation when required.
- Handle Microsoft account-related issues such as sign-in problems, account recovery, security verification, and profile management.
- Manage billing and subscription concerns, including payment failures, renewals, cancellations, refunds, invoices, and plan upgrades.
- Ensure compliance with security, privacy, and Microsoft support policies while educating customers on best practices and preventive solutions.
Business Development Associate
BYJU'S
06.2021 - 07.2021
- Monitored sales pipeline closely to track progress toward monthly quotas, adjusting tactics as needed for optimal results
- Developed proposals and presentations that effectively communicated the value of our solutions to potential clients, securing numerous contracts
- Maintained accurate records of all prospecting activities using CRM software tools for effective lead tracking and follow-up efforts
- Negotiated favorable contract terms with customers, ensuring mutually beneficial agreements that drove long-term partnerships
- Implemented sales strategies targeting specific industries or regions, leading to increased market share in key areas
Business Process Associate
GraphX Solution India Pvt Ltd
11.2019 - 12.2020
- Dealing with day to day client data
- Closing tickets with technical issues
- Data Cleaning
- Excel Reporting
- Analyzing Business Sales
- Improved business direction by prioritizing customers and implementing changes based on collected feedback
Education
PGD - Data Science
Manipal Academy of Higher Education
07.2018 - 05.2019
B.C.A - undefined
K.B.N
06.2015 - 05.2018
Skills
Office 365
Excel
Wordpress
Service now
Hosting
Troubleshooting
Microsoft Teams
Team leadership
Performance monitoring
Project management
Problem-solving
Customer service
Adaptability and flexibility
Decision-making
Task prioritization
Attention to detail
Client engagement
Team collaboration
Project reporting
Product knowledge
Multitasking and organization
Workflow management
Accomplishments
- Global Datathon 2018: One of the teams from India to reach semi-finals
- Telenor case International Data science Hackathon 2019: FINALIST in HACK THE NEWS (PROPAGANDA)
Hobbies
Gaming, In most of my free time, I play digital online gaming. I like to be competitive.
Timeline
Technical Process Specialist
Infosys
09.2025 - Current
Senior Associate
Global University Systems
05.2024 - 09.2025
Process Associate
Genpact
01.2022 - 05.2024
Business Development Associate
BYJU'S
06.2021 - 07.2021
Business Process Associate
GraphX Solution India Pvt Ltd
11.2019 - 12.2020
PGD - Data Science
Manipal Academy of Higher Education
07.2018 - 05.2019
B.C.A - undefined
K.B.N
06.2015 - 05.2018