Dharmilata Padiyala
Toronto,ON
Summary
Enthusiastic Technical specialist polished in optimizing systems to address dynamic needs, improve collaboration and strengthen security. Weighs crucial business and IT needs against procedural limitations to assess roadmaps for optimal functions.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
System IT Analyst
ARCESIUM INDIA
10.2021 - 4 2022
- Good technical knowledge and be able to communicate effectively to understand problem and explain its solution
- Responsibilities are to Manage on-boardings and Provide IT support to employees and POC for all Hardware Audits
- Identified issues, analyzed information and provided solutions to problems
- Vendor Co-ordination for quotes/evaluation of Various AV equipment
- Building Workstations, Troubleshooting OS issues, Upgrading/Updating software's
- Maintaining Large Scale training requirements related to Software and Hardware changes
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Passing on any feedback or suggestions by customers to appropriate internal team
- Identify and suggest possible improvements on procedures
- Prepared variety of different written communications, reports and documents to ensure smooth operations.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Provided expert support, troubleshooting complex technical problems for end-users in timely manner.
- Assisted in budget planning, recommending cost-effective hardware and software solutions for company-wide use.
- Mentored junior staff within the IT department, guiding career growth through hands-on training exercises and constructive feedback sessions
Technical Support Representative
Dell International
01.2021 - 09.2021
- Provided basic end-user troubleshooting and desktop support to Dell consumer clients
- Serving as first point of contact for customers seeking technical assistance over phone or email
- Performing remote troubleshooting through diagnostic techniques
- Responded to support requests from end users and patiently walked customers through basic troubleshooting tasks
- Providing solutions through KB articles & confluence pages available and managing customers cases and requests documented and tracked
- Recorded events and problems and their resolution in logs
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed, configured and maintained computer systems and network connections.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Identifying and suggesting possible improvements on procedures
- Top performed of the team throughout my career in Dell
- Maintained 96% accuracy and metrics in each quarter.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Machine learning Data Analyst
AMAZON
05.2019 - 01.2021
- Supporting amazon robotics which leads to automated fulfillment centres for work efficiency
- Key responsibility is to provide exact location and details through HMI
- Working towards Accuracy to reduce and try to eliminate errors in the fulfillment centre
- Worked in different projects trying to achieve a new level which helps the process to run more efficiently
- Successfully raised the bar of SLA from 15% to 25% in a span of 3 weeks.
- Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
- Produced monthly reports using advanced Excel spreadsheet functions.
Education
Advanced Diploma - Project Management
Cambrian College of Applied Arts And Technology
Greater Sudbury, ON 05.2022 - 01.2023
Bachelor of Science - Computer Science And Engineering
MallaReddy Institute of Technology And Science
India 08.2015 - 04.2019
Skills
Information Security
Risk Assessment
System Architecture
Customer Service
Technical Support
Software Installation
User Support
Mac systems
Ticket support system management
System Administration
Technical issues analysis
Technical Troubleshooting
Technical Documentation
Project Coordination
Microsoft Windows and Office
Customer service expert
Timeline
Advanced Diploma - Project Management
Cambrian College of Applied Arts And Technology
05.2022 - 01.2023
System IT Analyst
ARCESIUM INDIA
10.2021 - 4 2022
Technical Support Representative
Dell International
01.2021 - 09.2021
Machine learning Data Analyst
AMAZON
05.2019 - 01.2021
Bachelor of Science - Computer Science And Engineering
MallaReddy Institute of Technology And Science
08.2015 - 04.2019
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