Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
PAVAN KUMAR REDDY

PAVAN KUMAR REDDY

Summary

Enthusiastic Help desk professional seeking to benefit an IT department with complex technical knowledge and strong time management Skills. Skilled at building rapport with diverse individuals while handling complex technical issues.

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Process Developer

Genpact
10.2022 - 03.2024
  • Serve as the first point of contact for customers seeking technical assistance over the phone
  • Configuring OKTA MFA on Phone.
  • Checking and Validating the Groups for new users in Azure Portal.
  • Configuring the Laptops for New users.
  • Installing the Software's on Laptops.
  • Providing Assistance on Bit locker issues.
  • Providing Help for System frozen issues By Giving Unfreeze code after Validating.
  • Providing Help on Lost/Stolen Laptops after Validating the users in Check in Portal.
  • Respond to all user inquiries and reported incidents following established Incident Management processes.
  • Troubleshoot computer/application problems, resolve problems whenever possible, and escalate to appropriate team when needed.
  • Configure, install, support and maintain IT hardware and software - PCs, laptops, printer, Windows operating systems, applications software, mobile
  • Responsible for Helpdesk Support on desktop software & hardware and work with service providers in case of hardware failure
  • Follow up procurement & delivery of hardware/software that are required by users
  • Networking skills to include TCP/IP, DNS, WINS and DHCP with desktop network connectivity diagnostics and troubleshooting (LAN, WAN, Multicast, Firewall) Versed in various remote access technologies (VPN, RDP) Versed in supporting the Microsoft Office 365.
  • Installing and configuring office computer systems windows and MAC laptop/Desktop.
  • Meeting with user to diagnose software, networking, or hardware issues in office or in Remote.
  • Providing technical support on-site or via remote-access systems.
  • Repairing hardware malfunctions, software issues, and networking problems.
  • Installing and configuring computer hardware, software, systems, networks, printers and scanners.
  • Monitoring and maintaining computer systems and networks.
  • Responding in a timely manner to service issues and requests.

Technical Support associate

Tata Consultancy Services
04.2016 - 10.2022
  • 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.
  • Determine the best solution based on the issue and details provided by customers.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Proven experience as a help desk technician or other customer support role.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Providing online assistance to the clients for internet related issues, configuring modems and routers, Configuring MS outlook, supporting for vpn issues.
  • Assisting & trouble shooting on Software installation & application related issues through remote.
  • Experience in International call support.
  • Installing and configuring computer hardware, software, systems, networks, printers and scanners.

Associate software Engineer

Symphony Teleca
11.2014 - 04.2016
  • Releasing Patches for every month.
  • Resolving issues based on KB.
  • Monitoring Alerts and Resolving L1 issues.
  • Filing S0 and S1 tickets and co-ordinate with teams.
  • Involving in S0 and S1 issues and create a group chats and bridge-calls to resolve the issues within predefined SLA.
  • Select right technologies suitable for resolving solutions.
  • Interact with business consultants for requirements handover.
  • Provide project management with detailed planning and tracking information.
  • Perform application support & maintenance.
  • Interact with onsite clients, coordinator, analyst and offshore development.
  • Hands on knowledge on SQL.
  • Working experience on database administration.
  • Hands on Knowledge on Linux.

Education

B. TECH - Information Technology

Rajeev Gandhi Memorial College of Engineering
Nandyal, India
04.2008 - 01.2012

Skills

  • ITIL incident management
  • Active Directory
  • Printer troubleshooting
  • MS Windows
  • MS Office installation and basic troubleshooting

Accomplishments

  • Conducted Tech-Fest named 'RIPPLE 2K11 in B. Tech
  • Experience in many Case Studies on Networking, Unix

Timeline

Process Developer

Genpact
10.2022 - 03.2024

Technical Support associate

Tata Consultancy Services
04.2016 - 10.2022

Associate software Engineer

Symphony Teleca
11.2014 - 04.2016

B. TECH - Information Technology

Rajeev Gandhi Memorial College of Engineering
04.2008 - 01.2012

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PAVAN KUMAR REDDY