Pavan Uppalapati
Hyderabad
Summary
Results-oriented professional with extensive expertise in customer operations and technical support. Demonstrated capacity to elevate customer satisfaction through impactful communication and proactive issue resolution, consistently meeting SLA and quality benchmarks. Specialized in process optimization, operational readiness, and cross-team collaboration, emphasizing management of complex IT systems and stakeholder engagement.
Overview
4
4
years of professional experience
Work History
Online Chat Support Analyst
Keyloop
Hyderabad
05.2023 - Current
- Achieved 100% customer satisfaction rating through effective communication and consistent performance.
- Coordinated with customers and dealerships to address sales, service, and parts inquiries accurately.
- Facilitated one-on-one meetings for goal review, performance tracking, and action implementation.
- Guided new joiners through chat sessions for onboarding support and process familiarization.
- Led performance calibration discussions, focusing on chat inflow planning and improvement initiatives.
- Cross-skilled team members across multiple technologies to boost adaptability and capability.
- Recommended documentation updates after identifying knowledge gaps to enhance operational readiness.
- Collaborated with cross-functional teams to ensure timely solutions and improved issue resolution.
- Providing Support on Weekends and attending weekly calls/meetings.
Avamar Backup Administrator
HCL Technologies
Chennai
10.2021 - 07.2022
- Configured Master, Media, and Client servers alongside tape devices and backup systems.
- Supervised backup configuration tasks including scheduling, datasets, retention policies, and replication efforts.
- Executed daily monitoring of backups; troubleshot failures and restored data using Avamar Administrator.
- Performed root cause analysis to identify issues and boost backup success rates.
- Worked with field service engineers for effective tape management and hardware solutions.
- Created comprehensive technical documentation and SOPs to guide backup practices.
- Ensured operational support for full backup infrastructure including monitoring device health.
Education
Civil Engineering
NRI Institute of Technology
Vijayawada06-2019
Skills
- Technical support
- Incident management
- Data recovery
- Backup solutions
- System configuration
- Customer relationship management, Customer Support
- Avamar Backup & Restore
- Windows & Linux
- SQL
- Ticketing Tools:ServiceNow, Salesforce and Jira
Timeline
Online Chat Support Analyst
Keyloop
05.2023 - Current
Avamar Backup Administrator
HCL Technologies
10.2021 - 07.2022
Civil Engineering
NRI Institute of Technology