IT Customer Support Engineer with 4+ Years Experience

TEJASWIRITARIGOPULA

******************@*****.*** +917********* Bangalore560066

Summary

Customer Support Executive with 4+ years of experience in customer service, client handling, and issue resolutionacrossvoice,email,andchatprocesses.Provenabilityin tools,ticketingsystems,SLAmanagement, and customer satisfaction (CSAT). Experienced in handling high-volume inbound and outbound calls, resolving escalations, and improving overall customer experience. Skills

ApplicationSupport

ProductionSupport

IncidentManagement

TicketHandling&Resolution

RootCauseAnalysis(RCA)

ServiceNow/ITSM Tools

SLA&EscalationManagement

Monitoring&AlertHandling

SystemTroubleshooting

Sharepoint

OneDrive

VDI

Experience

TataConsultancy

Services

SystemEngineer

Bengaluru,India

06/2022–Current

ProvidingL2applicationandproductionsupporttoensuresmooth business operations and SLA compliance.

Monitoring incidents, alerts, service requests, applications, infrastructurealerts,andbatchjobstomaintainsystemavailabilityand operational stability.

Troubleshootingapplication,server,system,anduser-relatedissuesin Windows/Linux environments and providing timely resolutions.

Managing incidents, service requests, escalations, and issue tracking usingticketingtoolssuchasServiceNowandJira.Preparingdailystatus reports, maintaining documentation, and collaborating with cross- functional teams during deployments and issue handling.

Performing Root Cause Analysis (RCA) for recurring issues and coordinatingwithtechnicalteamsforpermanentfixesandpreventive actions.

SupportingMicrosoftOneDriveandMicrosoftSharePointbyresolvingsync issues, access/permission problems, and file-sharing incidents.

SupportingVDIenvironmentsbytroubleshootingloginfailures,session disconnects, profile loading issues, and virtual desktop performance problems.

Performingretriggering/restartactivitiesforfailedjobsandprocessesafter validating dependencies and system health.

Managinguseraccess,permissions,andbasicnetworktroubleshooting activities.

Preparingdailystatusreports,maintainingoperationaldocumentation,and collaborating with cross-functional teams during deployments and issue resolution activities.

Coordinating with clients, infrastructure teams, and application teams to ensureeffectiveincidentresolutionandcontinuousserviceimprovement. EducationandTraining

SriVenkateswaraDegreeCollege Anantapur

BachelorofScience

06/2017

Project

#1 AMEX – Global Multinational financial services corporation . Name:AmericanExpress

Role:CustomerSupportExecutive

Description: Tata Consultancy Services is a leading global IT services, consulting, and businesssolutionscompany. Roles:

ActedastheprimaryL2supportengineerforhandlingproductionincidents,serviceinterruptions,and application-related issues in the AMEX environment.

Ensureduninterruptedbusinessoperationsbyprovidingquickanalysis,troubleshooting,andresolutionforcritical production issues.

Monitoredapplicationperformance,systemhealth,batchprocessing,andinfrastructurealertstodetect abnormalities and prevent service outages.

Investigatedproductionfailuresbyanalyzinglogs,identifyingrootcauses,andcoordinatingwithsupportteamsfor permanent resolution.

Managedhigh-priorityincidentsandescalationsbymaintainingcontinuouscommunicationwithusers,clients,and internal stakeholders.

Executedrecoveryproceduressuchasjobretriggering,servicerestarts,andvalidationcheckstorestoreapplication functionality during failures.

Providedtechnicalsupportforenterprisecollaborationandvirtualdesktopplatformsincluding

MicrosoftOneDrive, Microsoft SharePoint, and VDI infrastructure.

Workedcloselywithapplication,infrastructure,database,andnetworkingteamsduringproductiondeployments, outage handling, and maintenance activities.

EnsuredadherencetoITILstandardsbyefficientlymanagingincidents,changes,andservicerequestsusing ServiceNow.

ContributedtooperationalexcellencebypreparingRCAreports,updatingSOPs,andmaintainingtechnical knowledge documentation.

Supportedaccessmanagementactivities,environmentvalidations,andusersupporttasksforenterpriseproduction systems.

Participatedinshifthandovers,operationalreviews,andcontinuousimprovementinitiativestoenhancesupport efficiency and reduce recurring incidents.

MaintainedstrongSLAperformancebyprioritizingcriticalissuesandensuringtimelyticketclosurewithquality resolutions.

Declaration

Allstatementsinthisresumearetruetothebestofmyknowledgeandbelief.

(Tejaswiri)

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