Vishnuvardhan Pokala
Ongole/prakasam
Summary
Dynamic System Engineer with over 2.8 years at Zensar Technologies Pvt Ltd, excelling in customer service and Active Directory management. Elevated service desk operations through expert communication and technical troubleshooting, including ServiceNow and Microsoft O365. Proven track record in enhancing incident resolution and user satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
System Engineer
Zensar Technologies Pvt Ltd
Hyderabad
04.2022 - Current
Work Experience:
System Engineer
Zensar Technologies Pvt Ltd | 2.8 years
L1 Service Desk Agent (2 years) | L2 Service Desk Agent (0.8 years)
- Worked as a Level 1 Service Desk Agent for 2 years, then promoted to Level 2 Service Desk Agent for the past 0.8 years.
- Managed floor operations and ensured smooth service delivery.
- Oversaw escalations and incident management, including ticket creation, and assignment to the correct groups.
- Administered user accounts and handled issues related to system access.
- Managed service channels including calls, chats, and email/web queue handling, providing support for various technical issues.
- Hands on experience on Active Directory
Education
Bachelor of Engineering - Mechanical Engineering
KIT - Kalingar Karunanidhi Institute of Technology
Coimbatore04-2021
Skills
Soft Skills:
- Expert-level communication skills
- Strong customer service abilities
- Problem-solving expertise
Technical Skills:
- ServiceNow handling
- Knowledge management
- Proficient in Microsoft O365 applications (Outlook, Teams, Excel)
- Citrix troubleshooting
- Experience as Exchange Administrator
- Basic Salesforce support
- System troubleshooting expertise
- Hands On Experience On Active Directory and Exchange Admin
Affiliations
On Floor assistance to the Junior Agents and Managing the Escalations
Incident Management
Escalations Management
Client Appreciation for Great AHT and Good Call Quality with 95% of FCR maintained.
Certification
- ITL V4 Course from Zensar Technologies
Languages
Telugu
First Language
English
Advanced (C1)
C1
Tamil
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Timeline
System Engineer
Zensar Technologies Pvt Ltd
04.2022 - Current
- ITL V4 Course from Zensar Technologies
Bachelor of Engineering - Mechanical Engineering
KIT - Kalingar Karunanidhi Institute of Technology
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