Pratheek Kumar Shivadevuni
Team Lead
Hyderabad,TG
Summary
Dedicated to providing strategic and technical leadership to technical teams. Skilled in troubleshooting and resolving complex information technology problems by performing technical root cause analysis and providing viable solutions.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Subject Matter Expert [ Telstra ]
Kyndryl
11.2023 - Current
- Record and track team SLAs and workflows •
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 3 and product managers as needed.
- Manage and report on all incoming technical support inquiries.
- Be actively involved with the operational delivery and UAT if required for new product and feature releases.
- Monitor team performance and report on metrics, Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Work to create any relevant support material for the team.
- Implement any necessary preventive measures to reduce customer faults and issues.
- Review all technical support related processes and documentation for continuous improvement.
Subject Matter Expert [ WPP ]
Kyndryl
04.2022 - 11.2023
- Act as a senior agent who will drive customer satisfaction through customer support.
- Act as a mentor and provide oversight, coaching, and training to technical support staff.
- Be the point of contact when it comes to technical escalations.
- Record and track team SLAs and workflows.
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 3 and product managers as needed.
- Manage and report on all incoming technical support inquiries.
- Be actively involved with the operational delivery and UAT if required for new product and feature releases.
- Monitor team performance and report on metrics. Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Work to create any relevant support material for the team • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
- Implement any necessary preventive measures to reduce customer faults and issues.
- Review all technical support related processes and documentation for continuous improvement.
Senior Technical Support Engineer [ WPP ]
IBM
11.2020 - 04.2022
- Performs general problem solving and assistance on diverse software applications and hardware systems for department users and/or the university community.
- Provides individual and/or group instruction and training to faculty, staff, and/or students on new or updated technologies. May lead lower graded staff and/or student employees performing the same or similar type of work.
- Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions.
- Coordinates, maintains, and inputs applicable records such as, but not limited to, network users, security, and tracking inventory levels of equipment and materials. May input and reconcile billing information from record keeping system.
- Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.
- Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
- Participates in research and development initiatives and provides assistance in the implementation of new technologies.
- Serves as a primary project member on technology projects with moderate scope and impact; may provide guidance and integration of other staff work. May participate on technology projects with large scope and broad organizational impact.
- Performs the installation, configuration and maintenance of computers, workstations and other related equipment and devices.
- Performs miscellaneous job-related duties as assigned.
Senior Technical Support Associate [ Maersk ]
IBM
09.2018 - 10.2020
- Install and configure hardware and software
- Respond to tickets in accordance with SLA guidelines
- Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
- Respond in timely manner to requests and issues
- Repair and replace equipment as needed
- Provide onsite and remote support to end users
- Assist in AV setups as needed for meetings
- Assist new hire training for basic IT needs.
- Set up new workstations for users (deploying equipment, checking over account setups).
- Heavy use of Windows and Mac OS devices
- Ability to work in Active Directory
- Understanding of Cisco Meraki
- Test new technology
- Create documentation for staff for training purposes
- Resolve Tier 1 support tickets
Technical Support Associate [ AT&T ]
IBM
02.2015 - 09.2018
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams.
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Content Writer
Sports 195 India
10.2013 - 11.2014
- Completing writing projects, meeting deadlines and following content requirements in terms of style and project specifications
- Revising content whenever customers or clients request changes
- Helping create style guides or suggesting changes to ensure content is consistent and clear
- Working with customers to define their content needs
- Conducting research on any given topic
- Optimizing articles for SEO and accessibility
- Writing engaging content for blogs, ebooks, case studies, video scripts, infographics and other assets
- Identifying gaps in content and recommending new topics
- Editing content to ensure voice, grammar and style is on point
- Creating and scheduling posts for multiple social media channels
- Staying up to date on industry trends to support content development
- Distilling complex concepts and language into content that is easily understood
- Working closely with internal stakeholders to ensure alignment and consistency in messaging, branding and style
- Managing and completing work on time for multiple content writing projects
- Working with content strategists to build editorial calendars
Education
Bachelor of Technology - Information Technology
04.2001 -
Board of Intermediate -
04.2001 -
Secondary School Certificate -
04.2001 -
Skills
Training and mentoring
Strategic Thinking
Schedule Management
Performance monitoring
Production Monitoring
Performance Improvement
Complaint resolution
Customer Focus
Technical Support
Team Supervision
Shift Scheduling
Documentation And Reporting
Quality Improvement
Work Planning
Team motivation
Accomplishments
- Provided On-Site Knowledge Transfer in Brno , Czech Republic and Heredia, Costa Rica for WPP Account [ Sep'23 - Oct'23 ]
Certification
ITIL V4
Timeline
Subject Matter Expert [ Telstra ] - Kyndryl
11.2023 - Current
Subject Matter Expert [ WPP ] - Kyndryl
04.2022 - 11.2023
Senior Technical Support Engineer [ WPP ] - IBM
11.2020 - 04.2022
Senior Technical Support Associate [ Maersk ] - IBM
09.2018 - 10.2020
Technical Support Associate [ AT&T ] - IBM
02.2015 - 09.2018
Content Writer - Sports 195 India
10.2013 - 11.2014
Indur Institute of Engineering And Technology - Bachelor of Technology, Information Technology
04.2001 -
SR Junior College - Board of Intermediate,
04.2001 -
Vagdevi High School - Secondary School Certificate,
04.2001 -