SAI PRITHIVI RAYA KRISHNA BALUSU
U10, 285 Derrimut Road, Hoppers Crossing
Summary
I am Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Analyzing system performance and security to drive optimal user experience.
Overview
2
2
years of professional experience
Work History
IT Service Desk Analyst
DELL Tech Ltd
03.2022 - 06.2023
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Installed, configured and maintained computer systems and network connections.
IT Help Desk Support Analyst
HCL Tech Ltd
01.2021 - 01.2022
- Supported Windows, Mac OS, Mobile Devices to various clients across different industries
- Maintained PCs, networks, telephone systems and peripherals
- Provided onsite Support to various clients with PC installation and upgrade
- Provided Network Support with good efficiency
- Performed data backup and remote assistance
- Escalated unresolved tickets to the next level of supportafter trying all initial checks and measures
- Managed Network Troubleshooting and Routers
- General management of Microsoft O365 account.
Education
Master of Engineering Management -
Central Queensland University
Melbourne, VIC07.2019
Bachelor of Electronics and Instrumentation Engineering -
Amrita University
07.2017
Skills
- Multi-tasking Time Management Adaptability Problem – solving
- Team Player Customer Service Good Communication
- Customer Communication and Empathy
- Service Desk Team Management
- Defect Analysis and Resolution
- PC Maintenance and Upgrading Computer and Hardware Maintenance Operating Systems
- Inbound and Outbound Calling
- Customer Service and Assistance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett
Timeline
IT Service Desk Analyst
DELL Tech Ltd
03.2022 - 06.2023
IT Help Desk Support Analyst
HCL Tech Ltd
01.2021 - 01.2022
Master of Engineering Management -
Central Queensland University
Bachelor of Electronics and Instrumentation Engineering -
Amrita University
IT Skills
- Troubleshooting remotely using TeamViewer, RMM Tools, RDP
- Managing and coordinating ticket system SNOW and OS Tickets.
- PC Maintenance and Upgrading | Computer and Hardware Maintenance | Operating Systems
- Remote Technical Support
- Troubleshooting Network Issues
- Kayako Support Ticketing System
- Database Management
- Hardware Troubleshooting
- Technical Service Dispatch
- Supporting customers on English Chat, Web and Call supports
- Managing users on Office 365 and Active Directory.
- Data Entry
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