PRIYANKA BODDU

Good experience resolving customer quires over phone, email, and web. Monitoring the events triggered and assigning them to accurate team as pe the SLA. Worked on multiple incident creation to respective teams. Knowledge on windows desktop related issues. Fixing application issues based on customer feedback. A passionate, driven and motivated with a methodical and analytical approach to implement and maintain networking protocols, install operating systems and resolving problems. Ability to develop policies & procedures covering network infrastructure design, build, testing, implementation, support. Excellent Analytical, Critical thinking, and Creative Problem-solving skills with ability to quickly master new applications. Proven communication skills, both written and oral. Enthusiastic, team player, goal-oriented, independent, abreast with latest technology and literature.

• ∙ Dealing with incoming faults in a professional, courteous manner over the phone and via email ∙ Taking ownership of faults and managing them in a logical and methodical manner ∙ Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures ∙ Conducting full and through diagnostics with end users to enable first point of contact fault resolution ∙ Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate ∙ Diagnosing and resolving problems to the customers satisfaction ∙ Maintain and develop own knowledge and skills to assist with first time fault resolution ∙ Identify and escalate repeat issues or service risks into service management teams∙ Sharing knowledge with team colleagues∙ Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational