Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
Generic
Sridhar Gudla

Sridhar Gudla

Hyderabad

Summary

Dedicated and results-driven Senior Technical Support Analyst with 3 years and 3 months of experience in IT service desk operations, including nearly 3 years in technical support roles and currently supporting Deloitte in a senior capacity. Skilled in resolving complex technical issues, managing escalations, and ensuring SLA adherence through proactive queue monitoring and collaboration with SMEs and cross-functional teams. Proficient in industry-standard tools, including ServiceNow, Salesforce CRM, Active Directory, Okta, Microsoft Azure, Workspace ONE, Slack, and Microsoft Teams. Experienced in identity and access management, MDM, and endpoint security. Seeking a challenging L2 or L3 support role to leverage technical expertise and further grow within the IT infrastructure and support domain.

Overview

6
6
years of professional experience

Work History

Senior Technical Analyst

Tech Mahindra Limited
Hyderabad
05.2022 - Current
  • Results-oriented Senior Technical Support Analyst with expertise in Microsoft Azure, Intune, Active Directory, and Okta for robust account and device security management.
  • Proficient in managing and resolving complex incidents through ServiceNow, with extensive experience troubleshooting macOS and Windows environments using JAMF, MBAM, and Workspace One MDM solutions.
  • Skilled in VPN connectivity troubleshooting with Zscaler and Cisco AnyConnect, device enrollment, and endpoint compliance.
  • Collaborates effectively with SMEs and cross-functional teams to drive swift resolution of escalated issues.
  • Delivers seamless multi-channel support via email, Microsoft Teams, and voice communications, ensuring high levels of user satisfaction and SLA adherence.
  • Proficient in ServiceNow ticket management, ensuring prompt issue resolution and enhanced end-user experience.
  • Diagnosed and resolved complex technical issues for diverse user environments.
  • Collaborated with cross-functional teams to improve support processes and documentation.
  • Escalated critical issues to senior engineers for advanced troubleshooting and resolution.
  • Implemented proactive measures to reduce downtime due to system failures.
  • Provided remote technical assistance via telephone and email communications to end users worldwide.

Senior Analyst

Sykes Business Services of India
Hyderabad
12.2020 - 02.2022
  • Utilized LivePerson for chat support, ensured the quotation is accurate in the CRM tool, and used the MS Excel tracker to monitor renewals.
  • Served as an Internal Subject Matter Expert (SME) for 5 months, contributing specialized knowledge and support.
  • Delivered comprehensive customer service support for Just Eat (UK) by efficiently resolving issues such as damaged, missing, or incorrect food orders via chat and email channels.
  • Provided expert assistance for Ally (US), a car financing company, helping users with financing options, tenure extensions, payouts, leasing, account inquiries, and refinancing.
  • Managed customer interactions and ticketing using Zendesk and LivePerson, demonstrating strong skills in multi-channel communication and issue resolution.

Renewal| Retention Representative

Relaince General Insurance
Hyderabad
11.2019 - 09.2020
  • Worked as a Renewal | Retention Representative, under Knock Door Services Payroll.
  • Policy Renewal Management, keep track on policies and engage with consumer to renew policy.
  • Handle objections, negotiate, and convince customers listings, and account creations.
  • Utilized Live Person for chat support, ensured the quotation is accurate in the CRM tool, and used the MS Excel tracker to monitor renewals.
  • Served as an Internal Subject Matter Expert (SME) for 5 months, contributing specialized knowledge and support.
  • Managed customer inquiries to enhance retention strategies and improve satisfaction.

Education

B.Com ( Commerce ) - Fin & Acc.

SPR Degree Collage
Telangana, India
08-2025

Skills

  • Process improvement
  • Adaptability and quick learning
  • Organizational skills
  • Critical thinking for troubleshooting
  • Communication skills
  • Curiosity and continuous learning
  • Interpersonal skills
  • Proactivity and self-motivation
  • Technical solutions
  • Information security management
  • Compliance oversight
  • Microsoft Excel proficiency
  • Slack communication

Disclaimer

I hereby declare that all the above mentioned information given by me is correct to the best of my knowledge and belief.

Timeline

Senior Technical Analyst

Tech Mahindra Limited
05.2022 - Current

Senior Analyst

Sykes Business Services of India
12.2020 - 02.2022

Renewal| Retention Representative

Relaince General Insurance
11.2019 - 09.2020

B.Com ( Commerce ) - Fin & Acc.

SPR Degree Collage

Similar Profiles

CREATE PROFILE
Sridhar Gudla