IT Support Specialist in Service Desk Operations
Resume:
VENKATESH KURUVELLA
*** ***** ******, *** *****, CT
*********************@*****.***
PROFESSIONAL SUMMARY
Client-focused IT and customer support professional with 4+ years of experience in high-volume service environments, supporting users across software, systems, and enrollment workflows. Transitioning into an IT Support Specialist role with a strong foundation in troubleshooting, ticket management, and remote support aligned to enterprise Service Desk practices. Adept at documenting processes, maintaining knowledge bases, and using tools such as ServiceNow and Jira to manage tickets and prioritize workload. Combines empathy, clear communication, and attention to detail to help end users resolve technical issues efficiently while supporting security and data protection best practices.
PROFESSIONAL EXPERIENCE
Client Support Specialist
Kenvue – New Jersey (NJ) Jan 2024 – Present
Handle high-volume inbound customer calls, providing accurate information about services, benefits, and available products.
Assist clients with eligibility verification, enrollment materials, and coverage-related questions.
Conduct structured needs analysis to develop and explain personalized policy recommendations.
Dispatch customer requests to appropriate internal teams and ensure timely follow-up. Maintain detailed and compliant documentation of all customer interactions in CRM tools. Stay updated on new products, services, and policies through ongoing training with management.
Consistently meet or exceed internal quality and response-time targets by approximately 10–15% through efficient ticket handling and accurate documentation. Customer Service Representative
Johnson & Johnson – USA Jan 2022 – Dec 2023
Responded to customer service inquiries via phone and email, ensuring a high level of accuracy and professionalism.
Guided clients through the full eligibility and enrollment process while providing clear explanations of coverage options.
Returned customer calls promptly and ensured issues were addressed thoroughly and respectfully.
Logged and managed all customer interactions according to company policies and compliance standards.
Escalated complex issues to the correct departments while advocating for the customer’s best interests.
Supported new team members by sharing service processes, call handling best practices, and documentation guidelines.
Contributed to a reduction in repeat inquiries by approximately 12% through clearer explanations and better call notes in the ticketing system. Customer Support Associate
Arohak – India Jan 2020 – Dec 2022
Supported daily customer inquiries by phone and email, providing accurate service and enrollment information.
Logged, categorized, and dispatched incoming service requests to appropriate teams. Explained available service options and clarified policy and coverage details. Assisted clients with enrollment completion, eligibility confirmation, and general product inquiries.
Ensured detailed documentation and adherence to company service processes. Contributed to improving internal FAQs, service guides, and process documentation. Helped decrease average handling time by approximately 8–10% by improving routing accuracy and updating internal guides.
EDUCATION
Master of Science in Business Analytics – Trine University, Detroit, MI (2023–2024) Bachelor of Technology in Computer Science – Maha Maya Technical University, India
(2013–2017)
Applied analytical and technical coursework to projects that improved data-driven decision making by approximately 15% in case study environments. ADDITIONAL SKILLS
Customer Service & Call Handling
Eligibility & Enrollment Support
Dispatching & Routing Requests
Needs-Based Analysis & Policy Explanation
Client Relationship Management
Product & Service Knowledge Delivery
CRM/Ticketing Systems: ServiceNow, Jira
Documentation & Compliance
Problem Solving & Conflict Resolution
Time Management & Multitasking
Professional Communication (Verbal/Written)
Familiarity with enterprise Service Desk workflows, including prioritizing and resolving issues via ticketing platforms
Basic understanding of security and access control principles, including data protection and least-privilege concepts
Experience collaborating with cross-functional teams in fully remote or hybrid environments to support end-user technology needs
RELEVANT STATISTICS
Supported an estimated 15,000+ customer interactions across phone and email channels over 4+ years of service experience.
Maintained service quality metrics above target by approximately 10–15% in recent roles through accurate issue resolution and thorough documentation. Contributed to process and documentation improvements that decreased handling time and repeat contacts by roughly 10–12% across teams.
Contact this candidate