Sumanth Pendyala

Client : WeWork

• Managed schedules, accepted time off requests and found coverage for short shifts.
• Publish Hourly, weekly, Daily Operations Production reports to the client.
• Auditing and Providing the feedback for the Quality of Employee's Service Requests, to check if they are meeting the Quality parameters and SOX compliance.
• Tracked receipts, employee hours and inventory movements.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Reported on updates to project specifications and progress.
• worked on windows L1 and L2 Support issues
• Good hands on experience on ITSM tools like servicenow and JIRA.
• Working with the End users and providing the IT operations assistance and creating of the Knowledge Base articles.
• Continuously checked products for quality assurance according to strict guidelines.
• Coached team members in techniques necessary to complete job tasks.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Handled troubleshooting tasks and used repair methods to immediately rectify assembly line issues.
• Trained new team members by relaying information on company procedures and safety requirements.
• Developed monthly and daily production output plans to deliver on customer service and financial metrics.
• Took on additional job duties during unexpected backlog, resulting in meeting project target date.
• Participated in cross-functional team-building activities.
• Audited team performance and compliance with SOX and Quality standards.
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
• Good Hands on Experience on Ticketing tools like Salesforce Service Cloud, Servicenow, and JIRA.
• Local and Network Printer configuration, troubleshooting. User account administration, i.e., account creation and management and password resets on AD Meeting with the management team to assess and define the system requirements.
• Handling the Queues of New onboarding employees, global offboarding employees, and all employees of APAC, USC regions on a timely manner.
• Good Sound knowledge on OKTA Level1 Administration, DUO MFA Administration, Jira support and salesforce administration which includes all admin levels of Level1, Level2, resetting passwords, deactivating accounts, disabling of user's accounts when left the organization, creating salesforce accounts, providing applications access to user's via Okta and Active Directory and providing accesses to users on Duo Mobile.
• Make sure that the SLAʼs for all the ticket types should not be breached. Keeping abreast of the latest advancements in technology, protocols, and best practices Working as a Workspace admin Adding users to slack channels, and providing support related to IT Admin and Asset Management.
• DUO MFA Admin: Enable, unlock and generate secure ID pass code for the users to access the network remotely
• Okta SSO - Unlocking accounts, resetting passwords, Assigning applications to the users, Adding users to Groups, Okta Verify MFA, Activation and Deactivation of Accounts.
• Create Knowledge Base articles in Regards to the Process and SOP's to agents to follow the process via Confluence/Connect platform.

Client : HCL Technologies Ltd

• Worked as a Service Desk Analyst for the Client ( HCL Technologies LTD).
• Assisting the Employees of Ascension with all the Technical and service Desk issues in a timely manner.
• Worked on Active Directory and ARS tools for the IT Helpdesk for unlocking the accounts, creating accounts and resetting the passwords.
• Working on GSUITE and MICROSOFT SUITE Application access requests and troubleshooting the issues in Level1 Support. Using the Tool "ServiceNow" for Incident Management.
• Ensure to Follow the ITIL Process in All aspects (change orders, Problems, Incidents and requests) must meet SLA Requirements Escalating and Notifying about the major incidents to the IT Infrastructure support teams in a timely manner.
• Assessing the business impact of the incident and assigning & updating priority where appropriate.
• Establishing incident management conference call, chat session and any other communications channels required to track down incident conditions, active participant teams and individuals.
• Recording the incidents using ticketing tools like ServiceNow, troubleshooting the incidents and ensuring quick resolution.
• Contribution to the completion of Root Cause Analysis (RCA) while being in coordination with Problem management team.

Client : Verizon

• Handling Chats and Calls of the Customers who uses Verizon Services.
• received best Associate awards and also client recognitions throughout the service when working with Verizon Client.
• working on remote desktops and resolving the Outlook issues, and Wifi issues over the remote application support tool Bomgar.
• Providing Advanced technical support level of expertise to the customers and employees in WIFI and Corporate technology issues.

Client: AT&T

• Worked as a Subject Matter Expert and ( Mi60 defines Manager in 60 ) for client AT&T Mobility and also Achieved Best SME's Awards in the Career from the client.
• Daily Responsibilities carried of training team of 30 people, coaching them on their daily performance, monitoring the queues.
• SBS‑ Side by side analysis was done on a regular basis with every agent to make sure everyone's performance is meeting above the client requirements for AT&T Mobility USA.