Spandana Kolakaluri

Mail ID: adoch0@r.postjobfree.com Phone: 91+636*******

EXPERIENCE

Hyderabad

SERVICE DESK ENGINEER L2

**/**/**** – present

User complaints by logging Call via Phone & Mails with assigned Priorities and Followed end to end process to close the Call.

Answering phone calls, recording incidents, providing resolution, escalating if necessary and closing requests per the established SLA.

All mails to be read thoroughly and replied to all the concerns in case of escalation.

Obtain necessary information from users to adequately describe the request or problem reported and put it into the tracking tool.

Generating the tickets and aligning the Engineer of Concerned Team to solve the issue encountered. Coordinating with engineers, as well as with users for the update of the call.

Closing the ticket ID with the proper resolution method followed by the engineer to troubleshoot the issue.

Taking the user acknowledgement before closing the ticket ID.

Coordinating with various teams on all escalated issues pertaining to servers, desktops, network issues etc.

Ensuring that the team is working towards one goal while maintaining the directives & SLAs defined by the customers.

Coordinating with vendors to provide optimum services to customer & vendor performance evaluation.

Knowledge In: Local and Network Printer Setting and Configuration.

MS Outlook, Outlook Express Configuration, Backup and Restore Process.

Remote management through Remote Desktop, Team Viewer, ANY DESK to solve Windows installations and Software issue.

Take care of all the internal office software's support.

Handling Users Exit formalities.

ERVICE DESK ENGINEER L1 Bangalore 12/07/2017 – 19/08/2019

Providing telephone/email/chat and remote diagnostic technical support of Software related issues.

Handling catch & dispatch.

Good understanding of System Support, Installation, Configuration & Maintenance of various vendor products.

Perform basic first-level troubleshooting to identify causes and recommend remedies to users.

Responsible for resolving tickets or routing them to the resolver groups within SLA.

Basic Networking knowledge.

Coordinate With other teams for next level support.

Follow up on issue status and update information on the same in the ticket.

Bangalore

SERVICE DESK ENGINEER

07/07/2015 – 06/07/2017

Handling Phone calls and proving the technical support of Computer related issues.

Ensure all issues are properly logged.

Assigning the tickets to engineers.

Maintain the SLA.

Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

EDUCATION TENALI ENGINEERING COLLEGE B.Tech, ECE

SKILLS

Strong ability to problem solving

Communication Skills

flexibility

Patience and problem solving

Ability to learn quickly

Customer service

Troubleshooting/problem-solving skills

Ability to work under pressure

Support experience

PERSONAL DETAIL:

●Father Name

●Mr. K. Nageswara Rao

●Languages Known

●English, Telugu

●Date of Birth

●10-05-1993

●Contact Number

●636-***-****

●Marital Status

●Married

●Permanent Address

●H-NO:6-91, Gudivada (post), -Tenali (M.D), Guntur

(DIST)-52307

Declaration:

I do hereby declare that all above information given are true to the best of my knowledge

Place: Hyderabad Name: Spandana

Date:

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