Swathi Chaganti

Work History

IBM India Pvt Ltd, AMOSA

Hyderabad, Telangana

06.2020 - Current

Understands CI and service classifications concepts
Support the Service Management team (SMT) with the operation and governance of ITIL processes
Gathering appropriate information based on the type of change being investigated.
Associating related CIs, incidents, and services to the change request.
Providing status updates to requesters and reviewing change plans and schedules.
Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.
Reviewing all completed tasks.
Conducting post-implementation reviews to validate the results of the change request.
Determining requester satisfaction with change request.
Resolved problems, improved operations and provided exceptional service.

IBM India Pvt Ltd, Sysco Corporation

Hyderabad, Telangana

06.2018 - 06.2020

To supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided.
Drive and manage business impacting incident using the defined process of Incident Management.
Monitor the incidents to ensure that the SLA are respected.
Operational escalation point of contact.
Gather and analyze data, prepare reports for upper management.
Monitored quality of work on a daily basis and provided feedback to the team members.
Responsible for team staffing and leaves.
Managed and successfully achieved customer SLAs and handled escalations.
Ensure the coherence of the backup and data recovery plan.

IBM India Pvt Ltd, AT&T

Hyderabad, Telangana

04.2016 - 06.2018

Responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties.
Strong client communication and business skills and therefore strong direct client interaction.
Accordingly, to have a direct impact on client satisfaction, and therefore, need to understand their account/site environment and use Customer Specific tools.
Resolve client hardware/software PC problem tickets.
Strong technical knowledge of the supported platform as well as a working knowledge of the hardware.
Resolve tickets within the client SLA and obtain a high client Satisfaction Rating.
Good communication skills.
Performed installation, repair and preventative maintenance of desktop applications.
Configured and troubleshot desktop systems and network issues.
Ensured communication and escalation process to technical teams and vendors.
Assisted with creating global support desk policies and procedures.
The resulting knowledge base and documentation helped push customer satisfaction.

IBM India Pvt Ltd, Macys

Hyderabad, Telangana

08.2013 - 04.2016

Swiftly resolved technical issues for clients, answering 1000 calls a month.
Achieved resolution for 98% customer issues.
Escalated unresolved issues to proper support teams using ticketing system with designated priority levels.
Achievements:.
Awarded “Wall of Fame “for two consecutive years.
Two-time Bravo Award winner.
Consistent top gun performer.
Received client commendations for the dedication and timely results.
Got the opportunity to work with Global Clients.
Trained new hires and leveraged senior team members on the job training.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers in fast-paced environment.