Desktop Support It Information

DEEPTHI RAMBHATLA

Phone: +91-836******* Email ID: *******.***@*****.***

LinkedIn URL: https://linkedin.com/in/deepthi-rambhatla-695809108 Skype ID: Deepthi Rambhatia

CAREER SNAPSHOT

Competent IT professional with 7+ years of experience in installation, configuration, and troubleshooting of network infrastructure hardware and software

Conversant in maintaining and administering computer networks and related computing environments, including systems software, applications software, hardware, and configurations

Demonstrable experience in providing technical support services to employees with technical problems/issues involving desktop, laptops, mobile devices, or network services from local personnel

Proficiency in maintaining internal server and services requirements using best practices, including hardware, network, and virtualization; adept at maintaining and growing technical competence in multiple areas (such as Windows, Linux, virtualization, networking, user authentication, DNS, and system imaging/build automation)

Hands-on experience in providing day-to-day local desktop support, receiving inbound calls, answering questions, troubleshooting, and documenting steps performed to resolve challenges with hardware, software, and application issues in ticketing systems

In-depth experience in working in field services support capacity, with specific experience in the configuration, implementation, and maintenance of IT assets (laptops, desktops, peripherals), troubleshooting, and resolving any and all technical issues which require onsite service support

Extensive experience in supporting end-users through phone and in-person support and troubleshooting experience within company email systems, smartphones, PCs, applications, Printers, AV, and hardware/software

CORE COMPETENCIES

Technical Support Management

Project Management

Quality Assurance

Client Relationship Management

Technical Improvement

Program Management

Data Mapping

Desktop Support

Technical Issue Resolution

Continuous Improvement

Team Management

Training and Development

TECHNICAL SKILLS

Micorosoft Office, Office 365

Adobe Illustrator, InDesign, Photoshop

Basic Java Programming, HTML

DMS UNIX and LINUX based tool

Impact Reader, Laser Converter, Data Mapper

Salesforce CRM, Clarify Vision CRM

Mainframe, SQL Server Management

TeamViewer, Anydesk, LogMeIn

EDUCATIONAL QUALIFICATION

Diploma in Mechanical Engineering, APT, Kakinada, India, 2003 – 2006

CERTIFICATIONS/COURSES

Hardware and Networking Engineering, JETKING, 2009 – 2010

70-640 MCTS Windows Configuration

70-640:TS: Windows Server 2008 Active Directory Configuration

IT Information Library Foundations Certification (ITIL), AXELOS Global Best Practice, Nov 2021

Six Sigma Foundations, LinkedIn, Aug 2021

WORK EXPERIENCE

Programmer Analyst CDK Global India Private Limited, India, Oct 2020 – Ongoing

Working for the automobile dealership companies like AutoNation, Lithia, and Sonic from the USA, Canada, and North America and for other countries that use CDK’s dealership services

Handling cases that are generated through tool called Clarify (Vision) in order to fix the issues of client; coordinating with client and trying to resolve the issues by logging into their system and troubleshooting with the help of tool called Blue Zone (Unix Based OS Software)

Ensuring that the information programmed or customized using trinary, logics, conditions, and expressions should work effectively on all circumstances without any glitches and rework

Performing finance and insurance data mapping, coding, and aligning are the key tasks; working on SQL queries and databases, pulling data from the server, exporting data to the sheets, and assigning work and other related SQL tasks

Maintaining exceptional quality standards to deliver error-free work; working with cross-functional teams and product teams to improve the production efficiency and fix the issues

Resolving issues and handling day to day escalations; working with the Peers, SMEs, and Hierarchy to meet call back expectations

Sustaining thorough understanding of CDK products, processes, customer needs, and escalation protocol; working closely with the US teams in collaborative environment

Identifying opportunities to automate manual configurations and tasks by leveraging emerging technologies; attending training courses as required to stay abreast of evolving internal processes and industry developments

Working as part of onshore and offshore teams

Technical Support Engineer VCC India Private Limited, India, Feb 2016 – Oct 2020

Provided telephone support of residential services for internet connectivity including dial-up, DSL, and cable modem connections and assisted in configuration of networks including, modems and routers

Supported business internet services including DSL, cable modem, T1, Fiber to the premises, and other connections

Took full ownership of customer calls following through to assure complete customer satisfaction; dispatched Field Service Engineers with repair information, failure symptoms, troubleshooting activities

Escalated the unresolved issues to the relevant ISP providers through different ticketing portals; trained new employees in client-specific procedures and troubleshooting techniques

Quality Analyst VCC India Private Limited, India, Feb 2016 – Oct 2020

Oversaw technical procedures and troubleshot to make sure there are no errors and make sure that it made to company standards; monitored in-bound and out-bound calls made and received by various operation teams and provided feedback to improve their client experience

Managed the division's employ performance improvement program

Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity

Senior Process Associate Giftech Solutions Pvt Ltd, India, March 2014 – May 2015

Worked as senior process associate with Champion Records Service and created legal request on behalf of patients and sent it to medical facilities

Worked on requests sent by attorney’s (Hippa and compliance)

Worked for inbound process which was Nutra customer support; received and resolved issues related to customers queries like delay in shipments, billing issues, refunds, order processing, and product-related issues

Received calls from irate customers and main goal was to resolve their issues and make them happy and stick to the product

Technical Support Engineer Selectsys India Pvt Ltd, India, Nov 2012 – Oct 2013

Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS-based endpoints (Laptops Desktops and Thin Clients), Tablets and Smartphones (IOS and Android), and Microsoft Office

Performed remote installations, upgrades, and repairs using phone, online chat, and remote desktop software

Handled escalated calls and provided 1st and 2nd level technical support to end-users

Troubleshot browsers and Network printer

Resolved startup issues and optimizing the computer and troubleshot the applications as per the customer's requirements; completed optimization of all windows operating systems

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