Pavan Kumar Botcha
Visakhapatnam
Summary
Dynamic Senior Specialist at Freyr Technology with expertise in CRM management and user access management. Proven track record in training teams and enhancing process efficiency. Adept at problem-solving and stakeholder engagement, I consistently deliver high-quality results and improve application performance through effective collaboration and innovative solutions. Resourceful Senior Specialist recognized for productivity and efficiency in task completion. Specialize in strategic planning, project management, and data analysis. Excel in communication, problem-solving, and leadership to drive team success. Committed to delivering high-quality results in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Specialist
freyr technology
Hyderabad
02.2023 - 02.2025
- Providing access to the clients on various portals, like LMS management tools.
- I am part of the ALM testing team, where I need to test the CRM portals and manage them, which need to be done in the sandbox environment, and find the errors and help the team in fixing them.
- I have trained my team on the ServiceNow tool for the RSS technical project, a team size of 15 people, where we have to handle the tickets related to the tracked project.
- Where we have to manage 10 applications, like Sheds, Mediva as prior, TRS Viewer, PleaseReview application, Harmony, and FDA Health Authority Gateway.
- My role is to check whether the client has access to the Mediva portal by checking the credentials provided, and I need to check the profile and health authority documents.
- I worked on access tickets and modified the user permissions in Medivia.
- I have worked on data-related issues when the user has any issues related to data in the application.
- Process maps have been prepared by me; huddle calls every day have to be handled, and I need to update the client on a daily basis.
- RSS support is an application where my job is to validate the user issue from my end, prepare a document, check with the developer teams, resolve the issue, and update the user.
- Preparing the presentations related to the process, I have to explain to the team if any sizable improvement in the process arises that has to be explained to the team.
Level 2 IT Support Engineer
DXC technology
Hyderabad
06.2019 - 08.2022
- Maintaining the smooth functioning of the data center operations and handling the tickets coming into its queue, within the SAP ticketing system.
- Manage the issue reported, providing end-to-end support, ensuring all the information is collected from the requesting team, and coordinating with the relevant solving teams to get the issue fixed.
- Single point of contact between requester groups, the data center provides and manufactures hardware equipment, coordinates between teams, and resolver groups in getting the issue fixed.
- Support software application issues like O365 cloud platform post-migration issues, handle user management, and policy management.
- Maintain servers and experience in VMware, good knowledge of networking concepts like DNS and DHCP.
- Coach and equip new team members on the process and on specific customer bases, in bringing them up to par with the rest of the team.
- Participation in the client workshop for process improvement and being involved in the implementation of the new process when required.
Technical Support Engineer L2
FIDELIS CORPORATE SOLUTIONS Pvt
Hyderabad
04.2018 - 11.2019
- Monitor, analyze, and take appropriate action to move them through the ITIL process on all priority incident tickets created.
- Initiating bridge calls with multiple technical teams and MIM teams, engaging internal and client teams on bridge calls until the issue is resolved.
- Enable and coordinate communication between delivery organizations.
- Ensure incidents reach resolution through the standard incident management process.
- Manage notifications for scheduled outage notifications for planned outages/maintenance during weekends.
- Assist the desk with reducing open volume by following up on incidents and request tickets with end users during high volumes. Weekend floor management as backup TL/SME.
Technical Support Engineer
Gtelecom
09.2017 - 05.2018
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Recommended system enhancements and upgrades to support evolving business needs.
- Hands-on experience in troubleshooting applications like Lync, SAP (installation and sync) issues.
- Server support activities like Active Directory, ITIM, and GMO (Global Messaging Operations).
- Worked on applications like HPSM, ServiceNow, Jira, Citrix, ITConnect, VPN, MobilePass, and SharePoint.
- Network connectivity issues: LAN outages, guest Wi-Fi enabling, and troubleshooting.
- Remote access - RAS account creation, enable and troubleshoot, handled SAP account restoration and password reset issue.
- Usage of Microsoft Excel and PowerPoint to prepare weekly and monthly reports for the management.
- Monitored ticketing system queues for incoming requests from customers.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Led cross-functional team projects to improve system efficiency and reduce downtime.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Raghu Engineering College
Visakhapatnam06-2016
Skills
- CRM management
- LMS administration
- Application testing
- User access management
- ServiceNow usage
- Ticket resolution
- Network troubleshooting
- Incident management
- Team training
- Hardware maintenance
- Project coordination
- Expert problem solving
- Quality assurance
- Root-cause analysis
- Stakeholder engagement
- Team collaboration
- Business reporting
- Problem-solving
- Change management
- Reliability
- Forecasting
- Team leadership
- Self motivation
- Workflow optimization
Certification
salesforce administration certified
Languages
English
First Language
Accomplishments
- received best performance awards, twice for the work done on weekends on handling clients requests and on high priority tickets on calls and tickets tools and resolving them.
Techonogies
- LAN,active direcrtory,WAN,networking issues,DNS,DHCP,cloud technologies like AWS,SALESFORCE CRM and ADMINISTARTION,CSS,HTML,APEX CODING,SALESFORCE testing,data center project management
Timeline
Senior Specialist
freyr technology
02.2023 - 02.2025
Level 2 IT Support Engineer
DXC technology
06.2019 - 08.2022
Technical Support Engineer L2
FIDELIS CORPORATE SOLUTIONS Pvt
04.2018 - 11.2019
Technical Support Engineer
Gtelecom
09.2017 - 05.2018
Bachelor of Science - Electrical, Electronics And Communications Engineering
Raghu Engineering College
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