Anka Venkata Kishore Battina

* Provided enterprise-wide IT support for hardware and software, handling incidents and service requests. Ensured timely resolution and high-quality customer

* Delivered effective phone-based support in a call-center environment, using an Interactive Voice Response (IVR) system to assist users.

* Supported end-user computing technologies, including Microsoft Windows 10, Office 365, and collaboration tools like Cisco Webex and Microsoft Teams.

* Managed user accounts, performed password resets, and used tools like Microsoft Active Directory and remote support utilities.

* Participated in IT projects and process improvement initiatives, contributing to the continuous enhancement of service delivery.

* Logged, tracked, and resolved incidents using an IT Service Management ticketing system. Used remote control and diagnostic tools for troubleshooting.

* Worked closely with Tier 2/3 support teams, providing guidance and technical information to ensure smooth operations.

* Maintained strong interpersonal skills, managing user expectations and effectively communicating with users in both business and technical terms.

* Contributed to and maintained the Service Desk knowledgebase to improve service delivery.

* Familiar with ITIL best practices, applying them to enhance support processes.