Pratheek Kumar Shivadevuni

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

Summary

Overview

Work History

Subject Matter Expert [ Telstra ]

Subject Matter Expert [ WPP ]

Senior Technical Support Engineer [ WPP ]

Senior Technical Support Associate [ Maersk ]

Technical Support Associate [ AT&T ]

Content Writer

Education

Bachelor of Technology - Information Technology

Board of Intermediate -

Secondary School Certificate -

Skills

Accomplishments

Certification

Timeline

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