Summary
Overview
Work History
Education
Skills
Timeline
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Harika Patugarla

Harika Patugarla

Incident/Change Management
Hyderabad

Summary

Astute incident&change manager with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Overview

11
11
years of professional experience

Work History

Senior Service Management Specalist

Accenture
06.2022 - 01.2024
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Developed process improvements to enhance overall delivery of service.
  • Led root cause analysis investigations into recurring problems, resulting in long-term solutions that reduced future incidents significantly.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Implemented change management methodologies to minimize disruptions during critical system updates or organizational shifts in strategy direction.
  • Documented problems and corrective actions to maintain records.
  • Generated reports to track performance and analyze trends.
  • Interpreted diagnostic results to provide accurate repair recommendations.

Problem & Change Manager

Suneratech
01.2022 - 06.2022
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Built support for change throughout business unit through direct outreach strategies.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Designed processes and systems supporting business needs before, during and after transitions.
  • Collected, arranged, and input information into database system.
  • Ensured compliance with industry best practices for Problem and Change Management by staying informed of emerging trends and incorporating relevant methodologies.
  • Contributed to organizational cost savings initiatives by optimizing resource allocation during periods of planned maintenance or system updates.

Process Developer

Genpact
08.2015 - 01.2022
  • Evaluated potential risks associated with proposed changes to existing processes, proposing mitigation strategies when necessary.
  • Maintain end to end process service delivery for offshore incident and change management.
  • Leading major incident outage's over bridge calls by engaging infrastructure/platform/technology & business to resolve issues.
  • Review change induced outages along with incident, change & problem management client stake holders.
  • Prepare monthly dashboards and share the same to clients/Stakeholders.
  • Ticket auditing and quality monitoring.
  • All tasks related to teams daily activates and other issues pertaining to Teams schedule and adherence are taken care .

IT Help Desk Agent

Selectsys India
05.2014 - 02.2015
  • Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
  • Used ticketing systems to manage and process support actions and requests.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Provided remote assistance to users, enabling quick resolution of off-site technical issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Monitored systems in operation and quickly troubleshot errors.
  • Improved customer satisfaction by promptly addressing and resolving technical issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Conducted regular reviews of support procedures to identify areas for improvement or optimization.
  • Installed, configured and maintained computer systems and network connections.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Installed and configured operating systems and applications.
  • Streamlined help desk processes for increased efficiency and faster response times.

Technical Sales Engineer

Yogi IT Solutions
06.2013 - 02.2014
  • Presented technical presentations to clients to explain product features and benefits.
  • Streamlined internal processes for better efficiency, resulting in faster response times for client inquiries.
  • Conducted market research to identify new opportunities and target markets.
  • Developed and implemented product marketing plans to reach target customers.
  • Used effective data analysis and sales strategies to increase win prospect buy-in and demonstrate system benefits.
  • Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.

Education

Bachelors Or Technology - Information Technology

GITAM University
Visakhapatnam, India
04.2001 -

High School Diploma -

Sri Chaitanya Jr College
Visakhapatnam, India
04.2001 -

High School Diploma -

Mrs Annamma Secondary School
Visakhapatnam, India
04.2001 -

Skills

Active Listening

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Timeline

Senior Service Management Specalist

Accenture
06.2022 - 01.2024

Problem & Change Manager

Suneratech
01.2022 - 06.2022

Process Developer

Genpact
08.2015 - 01.2022

IT Help Desk Agent

Selectsys India
05.2014 - 02.2015

Technical Sales Engineer

Yogi IT Solutions
06.2013 - 02.2014

Bachelors Or Technology - Information Technology

GITAM University
04.2001 -

High School Diploma -

Sri Chaitanya Jr College
04.2001 -

High School Diploma -

Mrs Annamma Secondary School
04.2001 -

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Harika PatugarlaIncident/Change Management