THALLA BHANU TEJA
Bengaluru
Summary
Application Support Engineer with 2.6 years of experience at Tata Consultancy Services (TCS). Proficient in providing comprehensive technical support for various software applications, ensuring optimal performance and user satisfaction. Skilled in troubleshooting, issue resolution, and ticket management using tools like ServiceNow. Demonstrated ability to collaborate effectively with cross-functional teams to address complex issues and implement improvements. Consistently achieved high customer satisfaction ratings by delivering timely and effective solutions. Dedicated to maintaining system reliability and enhancing user experience through continuous learning and process optimization.
Overview
2
2
years of professional experience
Work History
Application Support Engineer
Tata Consultancy Services(TCS)
2022.02 - Current
- Client Name : PWC
- Roles & Responsibilities :
- Customer Support: Provided high-quality assistance to PwC clients through live chat, voice, and outbound tickets, ensuring timely and effective resolution of their issues.
- Issue Troubleshooting: Diagnosed and troubleshot customer issues, creating and managing tickets using the ServiceNow tool.
- Quality Assurance: Adhered to quality parameters to maintain high standards of customer service and support.
- Team Collaboration: Worked closely with different teams to resolve complex customer issues, ensuring seamless and efficient solutions.
- SLA Compliance: Followed Service Level Agreements (SLAs) to ensure timely resolution of customer queries and issues.
- Customer Follow-up: Conducted follow-ups with customers to provide updates and confirm the resolution of their issues, ensuring customer satisfaction.
- Application Support: Specialized in supporting major applications such as SAP Concur and SAP GUI.
- SAP Concur: Assisted users with expense reporting and travel management.
- SAP GUI: Pulled time reports, checked invoice status, and monitored customer profile status.
- Internal Application Assistance: Provided support for other internal applications used by PwC.
Education
B.Tech -
Kalasilingam University
Madurai, India05.2020
Intermediate -
Narayana Junior Colleges
Nellore, India03.2016
S.S.C -
Sri Sai Vidyanikethan High School
Badvel, India03.2014
Skills
- Communication Skills
- Application Support
- Change Management
- Ticket Creation
- ITIL
- Customer Support
Languages
English
Hindi
Hobbies and Interests
- Playing Cricket
- Watching Movies
- Travelling
Achievements
- Managed and processed change requests for knowledge articles, ensuring all updates were accurately documented and implemented in a timely manner.
- Collaborated with subject matter experts and stakeholders to gather information and verify the accuracy of content changes.
- Conducted comprehensive reviews and edits of knowledge articles to ensure clarity, consistency, and compliance with organizational standards.
Timeline
Application Support Engineer
Tata Consultancy Services(TCS)
2022.02 - Current
B.Tech -
Kalasilingam University
Intermediate -
Narayana Junior Colleges
S.S.C -
Sri Sai Vidyanikethan High School