Sai Naga Bhavana Jellella
IT HELPDESK MANAGER
Kakinada
Summary
Intend to build a challenging career in a well-known business enterprise to enhance my quality skills, knowledge, and technique for betterment of enterprise and myself.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Senior Technical Associate position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
3
3
Languages
Work History
IT Tech Support Manager
Piramal Swasthya Management And Research Institute
11.2024 - Current
- Led IT Helpdesk operations across the entire organization, ensuring timely resolution of technical issues and seamless IT support.
- Managed a team of Karuna Fellows—women from financially challenged backgrounds—providing mentorship, skill development and career transition support.
- Designed and delivered training programs to upskill Karuna Fellows in IT tools, customer service and technical troubleshooting.
- Administered JIRA ticketing system, including creation and management of Kanban boards and Scrum workflows to streamline issue tracking and project management.
- Facilitated daily stand-up calls with stakeholders to review progress, address challenges and align IT priorities with organizational goals.
- Implemented process improvements to enhance helpdesk efficiency, reduce ticket resolution time and improve user satisfaction.
- Coordinated cross-functional IT initiatives, collaborating with other departments to support infrastructure, software deployment, and digital transformation efforts.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Tracked KPIs and created continuous improvement plans.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
Senior Technical Support Associate
Tech Mahindra Limited
11.2022 - 11.2024
- Company Overview: Security - Europe (Voice & Non-Voice)
- Creating New User Account in Active Directory
- Resolving Technical issue by taking Remote sessions
- Receiving calls from Users on Avaya One-X Connect
- Creating Mail Accounts to Users
- Providing license to access specific Applications
- Routing tickets to relevant team if it is not in SD Scope
- Collaborating with different teams to resolve the User issues
- Acting as SPOC to handle the team and complete the tasks on time
- Interacting with SIAM Team to prioritize the issue
- Creating or Editing Knowledge Base Articles for Future Reference
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Security - Europe (Voice & Non-Voice)
Service Desk Support Engineer
FX ABS Software Solutions Pvt. Ltd
04.2022 - 06.2022
- Company Overview: Providing IT SERVICES for HCL (Voice & Non-Voice)
- Using Service Now for creating tickets related Incidents, Requests, General Inquiry
- Connecting with Users on Skype for Business to resolve issues remotely
- Deploying software to User's machine via DSM
- Receiving calls from User in Avaya One-X Connect to resolve issues
- Providing IT SERVICES for HCL (Voice & Non-Voice)
Sr. Technical Support Associate
Tech Mahindra Limited
11.2018 - 03.2021
- Company Overview: Belong Broadband Services (Voice & Non-Voice)
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Managed high levels of call flow and responded to technical support needs.
- Belong Broadband Services (Voice & Non-Voice)
Operations Executive - Trainee
INFOSYS LIMITED
06.2018 - 10.2018
- Created and Updated data in Database Management System
- Provided technical support to team virtually using Skype for Business
- Used HTML for Web Page Development and Web Document Creation.
Education
BCA - Computer Applications
Vignan Degree College
04.2018
Skills
Technical issues analysis
undefinedDisclaimer
I hereby declare that the above furnished details are true to the best of my knowledge.
Timeline
IT Tech Support Manager
Piramal Swasthya Management And Research Institute
11.2024 - Current
Senior Technical Support Associate
Tech Mahindra Limited
11.2022 - 11.2024
Service Desk Support Engineer
FX ABS Software Solutions Pvt. Ltd
04.2022 - 06.2022
Sr. Technical Support Associate
Tech Mahindra Limited
11.2018 - 03.2021
Operations Executive - Trainee
INFOSYS LIMITED
06.2018 - 10.2018
BCA - Computer Applications
Vignan Degree College
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