Vasavi Satya Lakshmi Praba K

Bhimavaram

Summary

Customer Service & Service Desk professional with 6 years of experience handling customer queries, incidents, and service requests in IT and telecom environments. Strong background in call handling, ticketing, incident management, and customer communication, with a consistent record of meeting SLAs and ensuring high customer satisfaction. Known for clear communication, patience, multitasking, and teamwork, with experience working in 24/7 operations and supporting global clients.

Overview

years of professional experience

Work History

Analyst

NetEnrich Technologies PVT ltd

10.2017 - 06.2022

Working on a service desk process, creating a ticket based on the client request.
Follow up with the support engineers and provide the updates to the customers on the tickets.
Placing orders for new equipment.
Assigning the tickets to the concerned team, if the customer needs approach to onsite support.
Managing service requests major and minor incidents reported as the first point of contact. Restore to normal service & minimize the impact of incidents on the business.
To manage Incident 24X7 and ensure minimal disruption to the service.
Engage Problem management team & creating issue process for issues identified by Incident Management.
Monitoring of tickets, Review and Reporting on ticket resolution.
Continuously follow-up with the support team for relevant notification updates per SLA and drive resolution. Ensure that the incident is fully updated.
Ensure an Action plan / Back up Plan is created for the restoration within SLA.
Coaching & mentoring of new engineers.

Project Engineer

Wipro Technologies

01.2016 - 06.2017

Project 1: Stora Enso
Role: Project Engineer
Team Size: 9
Duration: July 2016 – June 2017
Environment: Ehelpline, BSM Tool.
Project Description: Stora Enso is a Finnish-Swedish cellulose and paper making corporation. It is one of the largest paper making firms in the world. It later becomes also a paper and cellulose maker.
Roles and Responsibilities:
Managed incoming and outgoing calls from the center to keep customers informed on latest product offerings and updates.
Provided remote assistance to clients to help them navigate the company website and new products.
Collaborated with other team leads within the department to improve customer service policies and quality.
Oversaw onboarding processes for new hires and ensured adherence to established standards
Project 2: Carilion
Role: Project Engineer
Team Size: 18
Duration: July 2016-Jan 2017
Environment: ServiceNow, SCOM.
Roles and Responsibilities:
Worked on scom monitoring tool.
Configuring servers to monitoring also configuring alerts thresholds.
Patching on windows servers 2003 2008.

Education

B.Com. - Computer Science

Adikavi Nannaya University

Rajahmundry

01.2015

Skills

Ticketing Tools: ServiceNow, Tiger paw, Ehelpline and SCOM

MS office

Timeline