Sneha Reddy
Summary
Results-driven Support Analyst with expertise in incident management and technical troubleshooting. Resolves user requests efficiently, enhancing satisfaction and driving continuous improvement through feedback analysis. Specializes in troubleshooting, data analysis, and customer service, ensuring smooth technology operations and effective support for complex needs.
Overview
3
3
years of professional experience
Work History
Support Analyst
Deloitte support services
Hyderabad
04.2024 - Current
- Managed end-to-end service request and incident delivery, resolving user issues within agreed SLA targets and quality standards.
- Regularly used operational dashboards to monitor ticket volumes, backlog, aging, priority, SLA compliance, response times, and resolution trends.
- Analyzed dashboard and ticket data to identify SLA risks, recurring issues, workload patterns, and opportunities for process improvement.
- Prioritized, assigned, monitored, and escalated tickets to ensure timely resolution across multiple competing priorities.
- Collaborated with development, infrastructure, security, and cross-functional support teams to investigate issues and achieve business objectives.
- Prepared ticket status updates, operational reports, and performance summaries for stakeholders, supporting transparent progress tracking and decision-making.
- Maintained accurate ticket records, resolution documentation, and support metrics to strengthen reporting, knowledge sharing, and service delivery.
- Investigated application support issues using structured analytical and problem-solving techniques to maintain system performance.
- Responded to stakeholder queries through clear written and verbal communication, providing timely updates and practical resolutions.
- Analyzed user feedback and ticket trends to recommend application enhancements and support continuous improvement initiatives.
- Managed access permissions and security settings while protecting sensitive information and following applicable data protection requirements.
Associate Analyst
Amazon
Hyderabad
06.2023 - 04.2024
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Provided clear, step-by-step technical support to effectively guide clients through resolutions.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Listened to individual complaints and asked detailed questions to thoroughly understand issues.
- Conducted customer satisfaction surveys post-resolution to identify service enhancement opportunities.
- Stayed current on policies, procedures and standards to offer optimal support.
Education
Master of Business Administration - Finance
Pondicherry University
Hyderabad01-2026
Bachelor of Science - Computer Science
Bhavans Vivekanda Degree College
Hyederabd01-2023
Skills
- Incident management
- Service request management
- SLA compliance
- Technical troubleshooting
- Application support
- Issue resolution
- Security compliance
- Time management
- Multitasking
- Communication skills
Accomplishments
- Received SPOT award for closing most number of tickets in the month.
Languages
- Hindi
- English
Hobbies and interests
- Painting
- Browsing Internet
- Watching Movies
- Travelling
Timeline
Support Analyst
Deloitte support services
04.2024 - Current
Associate Analyst
Amazon
06.2023 - 04.2024
Master of Business Administration - Finance
Pondicherry University
Bachelor of Science - Computer Science
Bhavans Vivekanda Degree College