R Lalith Reddy

* Led high-priority support efforts for P2P (peer-to-peer) customers, taking ownership of escalated issues to ensure timely resolution.
* Delivered advanced technical assistance for Microsoft products, specializing in escalations involving Windows OS and Microsoft Outlook/MS Office.
* Managed end-to-end support through chat, call, and email channels, ensuring high SLA compliance and a seamless customer experience.
* Resolved critical system failures such as no-boot scenarios, Windows corruption, and OS reinstallation with minimal downtime.
* Investigated and resolved recurring Outlook and Office issues, reducing repeat incidents and improving long-term stability.
* Partnered with cross-functional teams and product specialists to drive resolution for complex escalations, maintaining a customer-first approach.

* Acted as the first line of escalation for technical support queries, ensuring rapid identification and resolution of customer-impacting issues.
* Troubleshot a range of application issues (Microsoft Office, CRM, VPN, Citrix, MDM) with precision, escalating unresolved or critical problems appropriately.
* Provided detailed case documentation and context during escalation handoffs, enabling seamless transition and faster resolution.
* Maintained a high standard of communication and empathy during escalated interactions, preserving customer trust and satisfaction.
* Fostered collaboration with internal teams to resolve persistent issues, contributing to improved processes and knowledge base updates.

* Handled escalated cases for business clients, ensuring full resolution of technical issues involving internet (DATA) and VoIP lines.
* Diagnosed and resolved complex network issues across T1 and Ethernet circuits, managing critical client-facing scenarios with urgency.
* Configured and troubleshot networking equipment (Cisco, ADTRAN, JUNIPER), often serving as the point of escalation for advanced router issues.
* Administered VoIP systems including PRI, SIP, and FXS lines, working with SBCs, Broadsoft, and MetaSwitch to stabilize service and minimize impact.
* Maintained detailed logs of recurring issues, contributing insights to escalation trends and process improvements.