SAMANTHULA SWATHI
Secunderabad
Summary
A well-presented, well-mannered, and articulate helpdesk support professional with extensive experience in performing diagnostics and resolving a customer's technical problems via telephone, e-mail, and one-to-one. Having a proven track record of successfully finding the root causes of problems, resolving them, or forwarding suggestions for improvements. A problem solver who enjoys a challenge and can work well under pressure and who possesses strong customer service skills, good communication skills, and attention to detail. Looking for a company that will challenge my problem-solving skills and allows me to continue to develop my knowledge and potential.
Overview
6
6
years of professional experience
Work History
Helpdesk Analyst
Callaway Digital Technologies
02.2023 - Current
- Worked as a Help desk Analyst in Callaway Golf
- Hands on experience in Jira Ticketing tool
- Experience in voice, chat, and email support
- Hands on experience in creating/deleting the users in O365
- Hands on experience in on-boarding/off-boarding the users
- Maintaining and managing the users in O365
- Hands on experience in unlocking and password reset for the users
- Creating the DL's/Shared mailboxes as per the requirement
- Converting the user mailboxes to shared mailbox and enabling the MFA in O365
- Assigning the licenses in O365 and knowledge on type of licenses in O365
- Adding the alias emails and forwarding the emails
- Enabling the attributes to provide access to application in AD
- Hands on experience to allow emails outside of the organization
- Hands on experience in mail trace
- Adding/Removing the users in DL's based on the requirement
- Maintain composure and patience in face of difficult customer situations
- Adding the groups in AD to provide access for the users
- Managing and maintaining the users in AD
- Applying the group policies based on the requirement
- Unlocking and resetting the passwords for the user accounts in AD
- Hands on experience in creating/removing the user accounts in AD
- Hands on experience in creating the KBA’s in confluence
- Unlocking and resetting the passwords in Caddy, Kronos, SAP concur and SAP
- Extending the user accounts in SAP
- Unlocking the user account in okta and analyzing the logs in okta
- Verifying the user via okta verify process
- Installingandconfiguring0365inuser'scomputers
- Mappingthenetwork,wirelessandUSBprinters
- ConfigureantivirussoftwaretofullyprotectITenvironment.
Service Desk Engineer
GENPACT PVT LTD.
08.2021 - 01.2023
- Working in the Genpact Private Limited as an IT Service Desk Engineer
- Worked on IT HELPDESK tool (Service Now)
- 24x7 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)
- Extending voice support to customers and handling 20-30 calls per day
- Provide Incident, query and service request management and monitoring
- Logged Tickets On behalf of End User
- Active Directory Service Account, Security Group and User Account Creation, Deactivation, Modification & Mailbox Enables
- Handling around 50 Tickets daily
- Escalate the Ticket to a higher level for hyper care bridge calls
- Chasing on Tickets to Maximum Closer within SLA
- Working over ITIL framework
- Review and Maintain internal Service Desk Support/knowledge Base
- Interact with International End User for any remote support help (Webex, RDP, Windows RDP Invitation, Web Console)
- Perform procedural IT related tasks such as unlocking user network accounts, resetting passwords, creating user network accounts in AD and Exchange (O365), manage file share permission
- Provide Technical support for Windows, Outlook 2013, VPN issues, Active Directory, password reset, Windows and OS support, etc
- Take ownership of tickets and manage them through to closure
- Communicate with users to collect information about problems; investigate user problems and identify their source; determine possible solutions; test and implement solutions
- Perform troubleshooting steps in order to resolve incidents raised with the Service Desk.
Digital Interaction Executive
[24]7.AI
02.2021 - 07.2021
- Provide support for desktops, laptops, printers, peripherals, and other computer-related devices
- Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents
- Troubleshoot and resolve system hardware and software issues/problems
- Participate in monitoring and maintenance of system key process improvements
- Ensure Day to day repair of IT assets (as applicable)
- Resolve customer escalation as per defined SLAs
- Assisted Home Depot associate with computer-related hardware and software and internet connectivity issues
- Provided customer support by answering end-user questions Remoted to associate computers
- Walked callers step-by-step through the troubleshooting process
- Read technical knowledge base daily to conduct computer diagnostics to investigate and resolve problems or provide technical assistance and support.
Technical Associate
WIPRO
11.2019 - 10.2020
- Provides first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; provides updates in service management tools appropriately
- Accurately assesses and records client incidents, service requests, and problems in the service management tool
- Resolves issues utilizing excellent customer service skills, problem solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
- Takes ownership of all customer interactions, utilizes appropriate follow-through, and logs all customer interactions
- Provides timely feedback to external and internal customers via phone, email or other form of communication
- Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution within agreed time limits, talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged, Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Quality Executive
CONNEQT BUSINESS SOLUTIONS
10.2017 - 10.2019
- Monitoring team of 15 - 20 associates per team (2 to 3 Teams per month) to ensure adherence of process defined metrics
- Helping the outlier team members by conducting training and sessions to come up with the learning curve and show an improving trend
- Was accountable for the Quality Score and Customer Satisfaction Survey of the team, hence high focus on Quality metrics, was responsible for Resolution
- Briefing the agents with daily updates related to product knowledge and analyzing the scores
- Conducting Leadership Call Monitoring, and Joint Call Sessions on a daily/weekly/monthly basis with Managers/Process owners and Clients
- Conducting Dip checks on adherence to the resources and Product knowledge monitoring and identifying the non- compliance issues, business risks areas, and escalating for necessary actions
- Conducted performance reviews for all Customer service Representatives to reduce resolution time and improve customer satisfaction rates
- Analyzed call volume and average call time to monitor customer service representative performance and productivity
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Strong leader of customer support staff
- Managed workflow to exceed quality service goals.
Education
B-Pharmacy -
JNTUH
Hyderabad, Telangana01.2013
Intermediate -
BOARD OF INTERMEDIATE EDUCATION A.P
Hyderabad, Telangana01.2009
SSC -
BOARD OF SECONDARY EDUCATION
Hyderabad, Telangana01.2007
Skills
- User Management
- Microsoft Active Directory, Azure Active Directory, OKTA, Puppet
- MS Office MS-Excel, MS-Power Point, MS-Word, MS-Sway
- 0365 Skills 0365 Admin Center, Exchange Admin Center
- Remote Access MS-Teams, Webex, Team-viewer, Go to Assist
- Desktop Operating Systems Windows (7,8,10,11)
- Server Monitoring Tools Logic Monitor
- Ticketing/CRM tools Service Now, Jira, CRM
- Authentication Troubleshooting OKTA, DUO, Google Authenticator, Microsoft Authenticator
- Troubleshooting Experience On-Premises Applications, SaaS Applications, MS Applications, Windows Operating System, MS-Outlook, Windows Servers
Timeline
Helpdesk Analyst
Callaway Digital Technologies
02.2023 - Current
Service Desk Engineer
GENPACT PVT LTD.
08.2021 - 01.2023
Digital Interaction Executive
[24]7.AI
02.2021 - 07.2021
Technical Associate
WIPRO
11.2019 - 10.2020
Quality Executive
CONNEQT BUSINESS SOLUTIONS
10.2017 - 10.2019
B-Pharmacy -
JNTUH
Intermediate -
BOARD OF INTERMEDIATE EDUCATION A.P
SSC -
BOARD OF SECONDARY EDUCATION
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