Hi, I’m
Saranya Yechuri
Technical Support Analyst
Visakhapatnam,AP
Summary
Dynamic Technical Support Analyst with a proven track record at Wipro, excelling in remote support and technical issue analysis. Enhanced customer satisfaction through empathetic communication and streamlined troubleshooting processes. Skilled in software installation and network configuration, driving continuous improvement initiatives to optimize support efficiency and elevate client experiences.
Experienced with diagnosing and resolving hardware and software issues to maintain optimal system performance. Utilizes in-depth knowledge of technical support protocols to ensure efficient problem resolution and user satisfaction. Track record of fostering positive user interactions and maintaining robust operational systems through effective troubleshooting and communication skills.
Technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results.
Overview
8
years of professional experience
3
Languages
Work History
Wipro
Technical Support Analyst
11.2023 - 04.2025
Job overview
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
- Improved customer satisfaction by providing timely and accurate technical support to endusers.
- Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to technical problems.
Tech Mahindra
Customer Support Executive
07.2022 - 05.2023
Job overview
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Streamlined support processes for faster resolution times and increased customer loyalty.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Optimized knowledge base for easier access to information, improving customer self-service options.
- Reduced average call handling time, allowing team to assist more customers per day.
House Keeping and Facility Management
Customer Relations Manager
08.2019 - 06.2022
Job overview
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Managed customer relations on ongoing basis to maximize customer retention.
- Made customers aware of current and new programs and services.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Organized regular meetings with stakeholders across departments, ensuring alignment on goals related to improving the overall client experience journey.
LAmazon Development India Pvt. LTD
SDS Associates
09.2018 - 02.2019
Job overview
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Developed and implemented strategies to increase customer satisfaction and engagement.
Spectrum Software Solutions
Associate Software Engineer
08.2017 - 07.2018
Job overview
- Collaborated with cross-functional teams to develop, test, and deploy high-quality software solutions for clients.
- Participated in sprint planning sessions by estimating task complexity and prioritizing work items.
- Gathered requirements and performed gap analysis through design workshops with users.
- Authored code fixes and enhancements for inclusion in future code releases and patches.
- Enhanced application performance through optimization of algorithms and data structures.
- Developed well-organized training materials for end-users, enabling seamless adoption of new software features.
Education
Lendi Institute of TehnologyVizianagaram, India
B.Tech from Information Technology
04.2001
Mega Junior CollegeVisakhapatnam, India
Intermediate Certificate from MPC
04.2001
Skills
Remote support
Software installation
Remote technical support
Technical issue analysis
Customer support
Application installations
Application support
Operating systems
Troubleshooting and Diagnostics
Technical issues analysis
Desktop support
Service support
Data entry
Technical troubleshooting
Network configuration
Technical support
Mac systems
Antivirus software
Hardware and peripherals
Timeline
Technical Support Analyst
Wipro
11.2023 - 04.2025
Customer Support Executive
Tech Mahindra
07.2022 - 05.2023
Customer Relations Manager
House Keeping and Facility Management
08.2019 - 06.2022
SDS Associates
LAmazon Development India Pvt. LTD
09.2018 - 02.2019
Associate Software Engineer
Spectrum Software Solutions
08.2017 - 07.2018
Lendi Institute of Tehnology
B.Tech from Information Technology
04.2001
Mega Junior College
Intermediate Certificate from MPC
04.2001