Sainath Harish Dhumpagalla
Assistant Manager
Hyderabad
Summary
Dynamic and results-driven IT Service Desk Assistant Manager with over 10+ years of experience in the field. Proven track record in managing highperforming teams, delivering exceptional customer service, and implementing innovative solutions to streamline operations. Skilled in ITIL practices, Agile methodologies, and experienced in overseeing incident management, problem & change management service requests. Committed to fostering a collaborative environment, continuously improving IT service delivery, and driving overall business success. Professional with strong background in leadership and team management. Proven track record in driving results and ensuring team collaboration. Skilled in strategic planning, problem-solving, and adapting to dynamic environments. Known for reliability, effective communication, and delivering high-quality outcomes.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
ASSISTANT MANAGER
Tata Consultancy Services
05.2018 - Current
- Proven track record in driving strategic initiatives, managing global projects, and enhancing operational efficiency.
- Adept at leveraging data to inform decision-making and influence senior leadership.
- Led several IT service improvement projects, demonstrating the ability to work effectively in a fast-paced, matrixed environment.
- Managed cross-functional teams to achieve business objectives, resulting in improved service levels across multiple member firms, globally.
- Implemented strategic initiatives that improved operational efficiency, including the optimization of KPIs such as SLA, ASA, AHT, Quality, and CSAT.
- Prepared monthly business metrics review presentations, showcasing strong Excel skills, and data analysis abilities.
- Developed and executed communication strategies for executive leadership, enhancing stakeholder relationships across geographies and service lines.
- Regularly connect with member firms to gather feedback and drive continuous improvement.
- Successfully influenced senior leaders to take action on strategic initiatives, demonstrating strong executive communication skills, and the ability to galvanize leaders into action.
- Led change management efforts to ensure a smooth implementation of new processes and systems.
- Leveraged global market analysis and performance metrics interpretation to drive strategic decision-making.
- Conducted completed evaluations for team members.
- Utilized predictive analytics to identify trends and opportunities for service improvement.
- Supported the recruitment and onboarding of new team members, aligning with the job's requirement to manage onboarding processes for the Global Service Desk.
- Provided support mechanisms for high-quality delivery of Learning Operations services, showcasing ability to link business strategic objectives with learning possibilities and program design.
- Led a team in implementing process improvements that enhanced operational efficiency and reduced turnaround times for client projects.
- Developed and facilitated training programs to enhance team performance and ensure adherence to compliance standards.
- Streamlined project workflows by integrating agile methodologies, resulting in improved project delivery timelines and client satisfaction.
- Collaborated with cross-functional teams to identify and resolve operational challenges, fostering a culture of continuous improvement.
- Managed client relationships by addressing inquiries and feedback promptly, contributing to increased client retention and loyalty.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
SENIOR ANALYST
Tech Mahindra
03.2017 - 04.2018
- Troubleshooting various issues through phone, email, webforms, and chat.
- Actively participating in Business Continuity Planning (BCP) activities.
- Managing and coordinating activities throughout the ticket life cycle.
- Handling incident tickets, including initial assessment, troubleshooting, and resolution.
- Taking command during incidents and leading technical teams in discussions and resolutions.
- Maintaining strict SLA compliance and coordinating with IT and Business for problem resolution and service improvement.
- Coordinating with system owners and creating knowledge databases for impact assessment.
- Creating and managing data tracking system tickets and documenting Incident/Problem management processes and analyzing problem trends and providing Level One support for various technologies.
- Respond to customer inquiries via phone, email, chat, or in-person. Listen actively to understand customer needs, concerns, or complaints.
- Troubleshoot customer problems and provide accurate solutions.
- Escalate complex or unresolved issues to higher-level support or technical teams.
- Also stay updated on company products, services, policies, and procedures. Provide clear explanations and guidance to customers.
- Maintain accurate and up-to-date customer records. Identify recurring issues and suggest process improvements.
- Meet KPI's such as response time, resolution time, customer satisfaction scores (CSAT), and first-call resolution (FCR).
- Spearheaded data analysis initiatives to optimize operational efficiency, resulting in enhanced decision-making processes across departments.
- Developed and implemented strategic reporting frameworks, improving data visualization and accessibility for stakeholders.
- Collaborated with cross-functional teams to identify areas for process improvement, driving innovation and operational effectiveness.
- Mentored junior analysts, fostering skill development and knowledge sharing to enhance team productivity and performance.
- Conducted comprehensive market research and trend analysis, providing actionable insights that informed strategic planning and business objectives.
- Utilized advanced analytical tools and methodologies to assess project outcomes, ensuring alignment with organizational goals and standards.
- Established key performance indicators (KPIs) to monitor project success, enabling proactive adjustments and improved project outcomes.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Created dashboards to monitor and track key performance indicators.
HELPDESK EXECUTIVE
Concentrix Pvt. Ltd
12.2015 - 03.2017
- Provided exceptional technical support for software and hardware issues, enhancing user satisfaction and minimizing downtime.
- Streamlined ticket resolution processes by implementing efficient tracking methods, improving response times and overall support efficiency.
- Collaborated with cross-functional teams to identify and address recurring IT problems, leading to enhanced system reliability and user experience.
- Conducted training sessions for new team members, improving onboarding efficiency and fostering a knowledgeable helpdesk environment.hy
- Managed high-volume ticketing systems, ensuring timely responses to user inquiries and maintaining service level agreements consistently.
- Developed and maintained comprehensive documentation of support processes, facilitating knowledge sharing and process improvements across the team.
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
- Acted as a liaison between users and technical support teams, ensuring clear communication and swift resolution of complex issues.
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined helpdesk processes for increased efficiency and improved response times.
- Regularly reviewed support documentation to ensure accuracy and relevance, updating and revising as needed to provide the most up-to-date information for users.
Education
B.Tech - Mechanical Engineering
CHANDRAAMA MALLA REDDY ENGG COLLEGE
Hyderabad, India04-2014
Intermediate - Mathematics, Physics, And Chemistry
SRI CHAITANYA JUNIOR KALASALA
Hyderabad, India05-2010
SSC - SSC
SRI KRISHNAVENI TALENT SCHOOL
Hyderabad, India04-2008
Skills
Power BI
Certification
ITIL V4 Certified
Timeline
ASSISTANT MANAGER
Tata Consultancy Services
05.2018 - Current
SENIOR ANALYST
Tech Mahindra
03.2017 - 04.2018
HELPDESK EXECUTIVE
Concentrix Pvt. Ltd
12.2015 - 03.2017
B.Tech - Mechanical Engineering
CHANDRAAMA MALLA REDDY ENGG COLLEGE
Intermediate - Mathematics, Physics, And Chemistry
SRI CHAITANYA JUNIOR KALASALA
SSC - SSC
SRI KRISHNAVENI TALENT SCHOOL