Teja Sarvesh Reddy

Email: adc2ur@r.postjobfree.com

Mob: +91-956*******

Career Objective

Individual with well-honed skills in Incident management portfolios along with technical expertise in implementation, operations and support functions. Eager to be part of an organization that provides an open environment to learn and integrate my skills and knowledge to work towards achieving organizational objectives.

Professional Summary

3+ years of strong exposure in Incident management, change management and Technical support.

Work Exposure

CMS IT Services From: June 2018 - To: March 2020

Role: Incident Manager and Change Management

Key areas I am working on:

Make sure that all critical and major incidents are addressed within SLA.

Managing Bridge calls for quick incident resolution & service restoration.

Responsible for sending incident notification as per agreed process.

Continuously follow up with support team for relevant updates.

Assign unresolved Incidents to appropriate Tier 2 Support Group.

Keeping business clients updated via mail during critical incident.

Follow of on escalations and issues with clients and vendor.

Follow up on tickets being raised regularly for reoccurring incidents.

Accountable for maintaining the quality of tickets.

Perform daily checks and audit of tickets.

Generate weekly & monthly reports and provide to senior management.

Review SLA performance & recommend service improvement plan, if required.

Involved in preparation of DOU/KOP/SOP/RCA.

Follow ITIL procedure for effective quality service delivery.

Installing and configuring VPN in remote sessions (VASCO console)

Worked on ID creation, Password reset & unblocking accounts.

Providing L1 & L2 support based on alerts reported in monitoring tool.

Creating and Managing user account and Profiles in Active Directory.

Exposure on monitoring tools such as Nagios & AppDynamics.

Access management for in house legacy applications.

Create and submit knowledge articles.

Identifying backlogs and work with team to bring those towards closure.

Create PTR and assign to problem management team for identifying RCA.

Appearing in CAB meetings based on requirement.

Accel frontline limited From: October 2016 - To: May 2018

Role: Technical support Engineer

Key areas I was working on:

•Experience with chip level servicing of motherboard.

•Troubleshooting missing drivers with respect to OS by downloading.

•Excellent repair ability in motherboards of like Lenovo, Asus, Bio-star, IBM.

•Electrostatic Discharge Safe Material Handling.

•Assembling and dissembling CPUs.

•Touch base with customers if and when required.

Education

Completed Bachelor of Engineering [ECE] at Vivekananda College with 65%.

Awards & Achievements

Received monthly performer excellence and Appreciation award.

Personal Details

•Gender - Female

•DOB - April-17-1995

•Languages known - English, Tamil, Kannada and Telugu.

•Current Location - Bangalore.

Declaration

I hereby declare that the above-mentioned information is correct and very much sincere as far as my knowledge is concerned.

Date: Teja

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