Vela David James
Secunderabad
Summary
Dynamic Technical Support Senior Analyst with extensive experience at Tech Mahindra Ltd, excelling in incident resolution and customer satisfaction. Proficient in ServiceNow and Active Directory management, I consistently achieved top-tier CSAT ratings while enhancing operational efficiency through data-driven insights and effective communication. Passionate about delivering exceptional client support and optimizing IT solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Senior Analyst
Tech Mahindra Ltd
07.2025 - Current
- Delivered real-time technical support to Target Stores through calls and chat, resolving hardware, software, and network issues.
- Utilized ServiceNow for efficient logging, tracking, and resolution of client incidents.
- Diagnosed and resolved technical problems across devices including laptops, desktops, handheld devices, and printers.
- Managed Active Directory tasks such as account activations, password resets, and access management.
- Troubleshot store surveillance cameras connected to AVM/PVM monitors, addressing display and connectivity issues.
- Collaborated with internal teams to troubleshoot network and switch-related problems, ensuring consistent performance.
- Assisted with application-related issues involving Outlook, Zoom, and retail-specific tools.
- Maintained high customer satisfaction ratings through effective communication and prompt problem resolution.
Digital Media Senior Associate
Google Operations Center
02.2022 - 12.2022
- Delivered multi-channel client support for Google Ads and YouTube campaigns via calls, chats, and emails.
- Managed campaign setup, performance optimization, and troubleshooting for Search, Display, and Video ads.
- Resolved policy, billing, and performance-related issues using ServiceNow and internal CRM tools.
- Conducted data analysis using Google Analytics and Excel to enhance ad performance and ROI.
- Achieved top-tier CSAT ratings and met all SLA and quality targets.
Technical Support Analyst
IBM / Kyndryl
07.2019 - 02.2022
- Delivered technical support for enterprise clients including Dixons Carphone and Bank of Ireland via calls, chats, and emails.
- Managed incident workflows using ServiceNow and IBM Remedy systems to enhance resolution efficiency.
- Administered Active Directory functions such as account creation, deletion, and password resets.
- Resolved hardware and software issues across Windows and macOS platforms, including RSA token troubleshooting.
- Promoted to an informal L2 role, overseeing escalations and mentoring new hires.
- Prepared Management Information (MI) reports, auditing performance metrics and implementing process improvements.
Education
MBA - Strategic Management, Leadership Development, Business Analytics
University of Central Lancashire (UCLan)
United Kingdom01.2025
Bachelor of Commerce (B.Com) - Computers
Loyola Academy Degree & PG College
Secunderabad, India04.2019
Skills
- ServiceNow and IBM Remedy
- Active Directory management
- Microsoft Excel and Word
- Outlook and Teams proficiency
- Windows and MacOS support
- Customer service excellence
- ITIL framework expertise
Certification
- Microsoft Excel – Advanced Data Analysis
- Introduction to Artificial Intelligence (AI)
- Project Management Fundamentals
- ServiceNow Certification
Languages
- English
- Hindi
- Telugu
- Tamil
Timeline
Technical Support Senior Analyst
Tech Mahindra Ltd
07.2025 - Current
Digital Media Senior Associate
Google Operations Center
02.2022 - 12.2022
Technical Support Analyst
IBM / Kyndryl
07.2019 - 02.2022
MBA - Strategic Management, Leadership Development, Business Analytics
University of Central Lancashire (UCLan)
Bachelor of Commerce (B.Com) - Computers
Loyola Academy Degree & PG College