Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Volunteer Experience
Timeline
Generic

Sakshitha Vadlakonda

Warangal

Summary

Dedicated and experienced Senior Technical Support Associate with a proven track record of providing exceptional technical support and problem-solving skills in Salesforce environments. Seeking to leverage extensive knowledge and expertise to contribute to the success of a dynamic organization.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Technical Support Associate

Tech Mahindra
Hyderbad
05.2023 - Current
  • Providing advanced technical support and troubleshooting for Salesforce internal employees to ensure customer success and satisfaction.
  • Acting as a subject matter expert (SME) for complex technical issues, collaborating closely with cross-functional teams to resolve customer escalations promptly.
  • Led and participated in customer conference calls and meetings to address technical challenges, provide issue demonstrations, and offer guidance on best practices.
  • Developed and maintained a comprehensive knowledge base and documentation for troubleshooting procedures, FAQs, and resolutions to improve team efficiency and customer support.
  • Mentored junior team members and conducted training sessions to enhance their technical skills and knowledge.
  • Working on Okta Admin, Active Directory, Jamf, Windows, Mac, VPN and different internal applications of Salesforce.
  • Working pro actively in stressed environment in process improvement and adhering to meet SLA's.

SW/App/Cloud Tech Support Associate

Accenture
Hyderbad
07.2022 - 12.2022
  • Assisted customers with selecting items and answering questions about products.
  • Handled incoming calls from customers regarding orders or other inquiries.
  • Built relationships with customers by providing friendly customer service.

Systems Engineer

Tata Consultancy Services
Hyderabad
10.2019 - 07.2022
  • Senior process associate for an information management project.
  • Acts as liaison between clients, cross-functional teams, key stakeholders.
  • Ability to work in Active Directory tools(Windows AD),User Validation Tool (UVT), PingID User Validation Tool(PUVT).
  • Engaging in client activities and supports reimaging.
  • Worked for ISA(Infrastructure services for Accenture).
  • Ability to resolve system compliance issues.
  • Remotely monitored networking devices, applications, databases, operating systems.
  • Use Microsoft Azure to enable end user’s account,Sync profile and MFA reset .
  • Establishing process improvement strategies which drove positive changes and resulted in 100% IT incident remedy rate.
  • Assisted SE’s and SME’sin client deliverables.
  • Learnt client specific technology and platform UI .
  • Experienced on a wide range of technical platforms .

Education

MBA - Human Resources Training

Vaagdevi PG College
Warangal
04-2022

Bachelor of Science - Computer Science

Vaagdevi Degree College
Warangal
03-2019

High School Diploma -

Shivani Junior College
Warangal
03-2015

Skills

  • Good knowledge of ticketing tools like Salesforce, Service Now
  • Excellent troubleshooting and problem-solving skills
  • Strong communication and interpersonal abilities
  • Ability to work effectively in a fast- paced and dynamic environment
  • Familiarity with CRM systems and cloud computing technologies
  • Active Directory, VPN, Cisco Anyconnect, Zscaler, Jamf, Slack,
    Mac, Windows, Citrix, iOS, MDM, basic Networking concepts
  • Application support
  • Remote Support

Languages

Telugu
First Language
Hindi
Upper Intermediate (B2)
B2
English
Proficient (C2)
C2

Certification

● Microsoft Azure -AZ900 Certified

● ITIL Foundations

● Agile

Accomplishments

  • Achieved 5 on the spot awards and Best performer award for excellence in TATA Consultancy Services .
  • Participated in Inter State Youth Exchange Programme between Telangana & Andhra Pradesh and also in Inter University exchange programme .
  • Participated and won award in University level self defence programme .
  • Participated in District level and University level youth festival in Quiz competition.

Volunteer Experience

  • Received NSS (National Service Scheme) best volunteer awards every year (2016-2019) in college level and University level
  • Received an award from Telangana Sate Biodiversity board for promoting Eco-immersion in 2019 awareness campaign.
  • Organized and monitored Digital India university level 5 day campaign in the year of 2017.
  • Organized Blood donation camps ,Food drives .
  • Participated and mentored in NSS seven day special camp at village Kyathampally in the year of 2018 and 2019 .
  • Achieved National Mother Theresa award for commendable Social service Participated in Swacha internship program under Swacha bharat mission offered by GWMC for 100 hrs.
  • Participated in many State level and University level camps (50-60) which includes awareness campaigns,clean and green campaigns ,Harithaharam (plantation),Food drives for orphans and needy people,Election commission duties etc.
  • Participated in Organ donation drive for an NGO.

Timeline

Senior Technical Support Associate

Tech Mahindra
05.2023 - Current

SW/App/Cloud Tech Support Associate

Accenture
07.2022 - 12.2022

Systems Engineer

Tata Consultancy Services
10.2019 - 07.2022

MBA - Human Resources Training

Vaagdevi PG College

Bachelor of Science - Computer Science

Vaagdevi Degree College

High School Diploma -

Shivani Junior College

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Sakshitha Vadlakonda