Summary
Overview
Work History
Education
Skills
Timeline
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Sirisha Motupalli

Hyderabad

Summary

IT Operations Subject Matter Expert with over 6 years of experience in technical support and IT service management. Recognized as Star of the Year at Randstad Global for exceptional Tier 2 support and consistent SLA compliance. Skilled in Active Directory, email clients, and remote desktop tools, with expertise in ITSM tools like ServiceNow and Jira to improve operational efficiency. Committed to utilizing technical skills and leadership to foster innovation in IT operations.

Overview

7
7
years of professional experience

Work History

SME IT Operations

Randstad Global Capability Centre
Hyderabad
12.2022 - Current
  • Served as SME, delivering critical support to Randstad UK stakeholders.
  • Provided in-depth Tier 2 technical support to clients, enhancing resolution rates.
  • Promoted to SME and recognized as Star of the Year within nine months.
  • Conducted timely huddles for process updates and outage communications.
  • Analyzed Freshservice reports to ensure adherence to SLAs.
  • Demonstrated advanced troubleshooting skills in hardware, software, applications, and networks.
  • Maintained comprehensive knowledge base for troubleshooting and IT frameworks.

Technical Support Associate

GUS Education India Pvt Ltd
Hyderabad
12.2020 - 02.2022
  • Served as primary contact for IT inquiries from staff and students.
  • Provided software and network support to resolve technical issues.
  • Efficiently handled calls and self-service tickets using Top Desk and ServiceNow tools.
  • Managed user accounts, licenses, and access rights via Active Directory.

Process Associate

UNISYS IT SERVICES
Hyderabad
12.2019 - 05.2020
  • Categorized and prioritized incidents and service requests by urgency and severity.
  • Escalated persistent issues to second-line support or appropriate teams.
  • Efficiently set up new user accounts and mailboxes upon request.
  • Resolved user access issues, including password resets and account lockouts.

Process Associate

Genpact
Hyderabad
07.2018 - 12.2019
  • Facilitated Level 1.5 support by creating AD accounts and mailboxes.
  • Enhanced user accessibility by managing distribution lists and shared/network drives.
  • Efficiently resolved application issues and conducted password resets.
  • Provided technical assistance to employees in EMEA, APAC, and GMEA regions.
  • Timely addressed end-user issues through calls, live chat, and emails.

Education

Bachelor of Science -

Pragathi Womens Degree College
Hyderabad

High School Diploma -

Sri Chaitanya Jr College
Hyderabad

High School Diploma -

Lotus Lap Public School
Hyderabad

Skills

  • Active Directory management
  • Citrix administration
  • Jira project tracking
  • VPN configuration
  • IT service management
  • ServiceNow expertise
  • Incident resolution
  • Stakeholder engagement
  • Google Workspace proficiency
  • Customer relationship management
  • Microsoft Office 365 skills
  • Incident management strategies
  • Remote access solutions
  • Email and collaboration tools
  • User and group management in Active Directory
  • Networking and connectivity solutions
  • Cloud infrastructure knowledge

Timeline

SME IT Operations

Randstad Global Capability Centre
12.2022 - Current

Technical Support Associate

GUS Education India Pvt Ltd
12.2020 - 02.2022

Process Associate

UNISYS IT SERVICES
12.2019 - 05.2020

Process Associate

Genpact
07.2018 - 12.2019

Bachelor of Science -

Pragathi Womens Degree College

High School Diploma -

Sri Chaitanya Jr College

High School Diploma -

Lotus Lap Public School

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Sirisha Motupalli