Vadluri. Rajasri
IT Support Engineer
Hyderabad
Summary
Analytical Technical Support representative adapt at resolving complex issues. Good thinker who addresses tech support issues quickly and who consistently exceeds performance standards Adhering to three D’ in life, Discipline, Dedication and Determination and to contribute the best of me in its growth Leadership capabilities to train or motivate team and to perform with team spirit. Willingness to walk the extra mile to achieve excellence.
Overview
13
13
years of professional experience
1
1
Certification
3
3
Languages
Work History
Senior Advisor
Sears Holdings
Hyderabad
03.2019 - Current
- Main moto is to handle escalation calls & email from the clients
- O Need to support the client in Retail & outlet industry o Deal with clients for VPN, MFA , Microsoft Azure, Network , applications issues ,Re build the computer, software installation & guidance o As a L2 support member worked under work pressure as it’s a pilot project
- O Follow up on the assigned tickets & completed on timely manner
- O Check & follow up on the tickets which are in the Sysaid queue & assign to the team
- O Trained the mentees who are lacking knowledge of the process
- O Audit the tickets & give the feedback.
- Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
- Recruited, trained and mentored junior financial and support staff to generate ideas, share knowledge and grow firm.
Senior IT Help Desk Engineer
Wells Fargo India Solution
Hyderabad
05.2016 - 06.2017
- Provided tier-one end-user support on phone, in-person and by ticketing system.
- Performed problem analysis to identify support call trends and problem areas.
- Identified support tickets requiring urgent attention.
- Coordinated with vendors for warranty repair of IT assets.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
Technical Support Executive
Genpact
Hyderabad
09.2011 - 09.2015
- O Worked with customer have issues with,
- O Hardware issues, driver installations, software installation, query, complaints resolutions & executing different kind of fixes over remote access, deal with printer wireless connectivity and handled Repair & Replacements
- O Responsible for all unresolved issues in eGain application and escalating it further for resolution
- O Achieve consistent rank in monthly metrics, including call duration, number of calls, emails & chat per shift, & customer satisfaction rating
- O Train new employees & train about the emails handling skills clearly & efficiently
- O Trained the team members who are lacking knowledge of the process
- Audit the tickets & give the feedback.
- Installed, configured and maintained computer systems and network connections.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
Associate
Wipro BPO
Hyderabad
12.2010 - 06.2011
- O Troubleshoot, Laptops (Hardware and Software) issues
- O Responsible for troubleshooting software and hardware issues of laptops via telephone services and revenue generation via sales of the supported products and related hardware and software
- O Maintain composure and patience in face of difficult customer situation.
- Greeted customers and offered assistance for increased customer satisfaction.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Identified customer needs and wants to enhance customer experiences and boost sales.
Education
B.com - Commerce
Osmania University
06.2007 - 1 2009
Skills
Proficient Troubleshooter Accomplished with all the applicationsundefined
Additional Information
I am a quick learner and will understand things easily. Want to showcase my skills to the company.
Certification
I was awarded a certificate for my idea which was given under the filteration process of six sigma
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Advisor
Sears Holdings
03.2019 - Current
Senior IT Help Desk Engineer
Wells Fargo India Solution
05.2016 - 06.2017
I was awarded a certificate for my idea which was given under the filteration process of six sigma
09-2012
Technical Support Executive
Genpact
09.2011 - 09.2015
Associate
Wipro BPO
12.2010 - 06.2011
B.com - Commerce
Osmania University
06.2007 - 1 2009
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