Saikiran Busarapu
Hyderabad
Summary
Personable yet professional Technical Support Representative dedicated to resolving system issues with a high level of professionalism. Provides friendly responses to customer queries and consistently tackles technical challenges. Committed to delivering top-notch technical support, expanding skills, and fostering a collaborative and user-friendly support environment.
Overview
3
3
years of professional experience
Work History
Technical Support Analyst
Euclid Innovations - Wells Fargo
Hyderabad
11.2022 - Current
- Served as the first point of contact for incoming technical service calls and chats, delivering exceptional customer support.
- Processing inbound calls and providing technical support for Wells Fargo employees, addressing inquiries and resolving issues related to software, hardware, and network problems.
- Maintained up-to-date documentation of all computer systems, networks, and peripherals.
- Ordering and installing the software for the various OU requirements.
- Investigated root causes of incidents reported by users in order to identify underlying problems that may have caused them.
- Supported users in migrating to virtual desktop environments, such as VMware, and answered queries regarding functionality.
- Backing up data from the old laptop to the new laptop using tools such as Cosmic Agent, HCP Anywhere client, and OneDrive.
- Supporting and resolving issues with VPN connections, and also assisting users in setting up tokens and PINs for VPN connections.
- Collaborate with cross-functional teams to implement and update resolutions for ongoing technical issues. Diagnose and resolve technical problems, escalating complex issues to higher-tier support when necessary.
- Providing easy-to-follow technical resolutions and educating users on self-resolving common issues independently.
- Handling the access and login issues with Mainframe reflection workspace.
- Onboarding new hires and participating in training sessions to complete mandatory training requirements.
- Documenting and handling tickets in Service Now based on priority.
- Daily work management, oversight of lead tracker, and providing guidance for task execution.
Process Executive
Cognizant Techology Solutions - 2U
Hyderabad
02.2021 - 08.2022
- Administering user accounts, which involves creating, resetting, locking/unlocking user accounts and passwords using Active Directory and PGP Symantec. Additionally, maintaining system health and monitoring system performance.
- Establishing VPN connections for end-users, ensuring secure and efficient access to network resources
- Configured computers by installing and updating network drivers, ensuring seamless connectivity to printers, scanners, and other peripheral equipment.
- Provided efficient issue resolution, escalated problems with knowledgeable support, and managed delegated tasks, including Tier 1 priority tickets.
- Actively participating in weekly team meetings to discuss and deepen understanding of technical issues. Contributing insights to improve technical processes and introduce new procedures within the department.
- Escalating tickets to the relevant team and furnishing customers with detailed information about the resolution process.
- Responded to support tickets, emails, and phone calls, assisting users with technical issues.
- Created and maintained documentation for common technical issues and solutions.
Education
MBA -
St. Martins Institute of Business Management
Hyderabad10-2020
Bachelor of Science - Computer Science And Programming
Siva Sivani Degree College
Kompally, Secunderabad05-2018
Skills
- Application Support
- Technical Issue Analysis
- Application Installations
- Remote Technical Support
- Troubleshooting and Diagnostics
- User Account Management
- Collaborative Work
- Patience and Empathy
Hobbies and Interests
- Writing stories
- Reading books
- Watching movies
Disclaimer
The information provided in this resume is accurate to the best of my knowledge.I am prepared to provide additional documentation or references to verify the information herein.
Timeline
Technical Support Analyst
Euclid Innovations - Wells Fargo
11.2022 - Current
Process Executive
Cognizant Techology Solutions - 2U
02.2021 - 08.2022
MBA -
St. Martins Institute of Business Management
Bachelor of Science - Computer Science And Programming
Siva Sivani Degree College
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