Gowtham Sreenivasa
Business Process Lead (IT Support)
Kitchener,ON
Summary
Experienced technical support professional with a strong track record in customer support, incident management, and problem resolution. Skilled in analyzing business requirements, developing technical solutions, and collaborating with cross-functional teams. Able to troubleshoot and resolve technical issues related to hardware, software, and network, and ensure timely resolution of incidents according to SLAs. Proficient in maintaining documentation, providing technical training, and delivering exceptional customer service. Capable of managing service request queues and establishing work schedules to account for changing staff levels and expected workloads. Well-versed in implementing company policies, technical procedures, and standards for preserving the integrity and security of data.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Business Process Lead
Tata Consultancy Services
Bangalore, Karnataka
12.2021 - 06.2022
- Client - Total Energies.
- IT team management for group of 23 L1.5 associates.
- Collaborated with cross-functional teams for technical solutions.
- Conducted data analysis and presented insights to higher management to inform decision-making.
- Developed and delivered training sessions to new joiners.
- Maintained up-to-date documentation of processes, workflows, and technical solutions.
- Monitored and managed incident queue, ensuring timely resolution of incidents according to SLAs.
- Investigated and diagnosed technical incidents, identified root causes, and provided effective resolutions.
- Escalated complex incidents to appropriate teams and ensured proper handoff and documentation.
- Conducted problem management activities to identify recurring incidents and underlying issues and worked with cross-functional teams to implement preventive measures.
- Contributed to the development and implementation of incident management processes, procedures, and policies.
- Participated in the on-call rotation for after-hours incident management.
- Mentored and guided employees to foster proper completion of assigned duties.
Senior Technical Support Engineer
HCL Technologies Ltd.
Bangalore, Karnataka
02.2021 - 12.2021
- Client - LinkedIn
- Managed 30 calls and 50 self service tickets in a day.
- Provide technical support to customers via phone, email, and chat
- Troubleshoot and resolve technical issues related to hardware, software, and network
- Conduct root cause analysis to identify and resolve recurring issues
- Provide exceptional customer service and exceed customer expectations
- Meet or exceed performance metrics, including customer satisfaction, first call resolution, and average handling time
- Escalate technical issues to the appropriate level of support, when necessary
- Assisted senior technical support engineers in resolving customer issues
- Documented technical solutions and created knowledge base articles for future reference
- Conducted research on emerging technologies and provided insights to the team
- Assisted in testing new products and software updates
- Participated in team meetings and provided input on technical issues
- Managing and handling the service request queue by distributing the work equally and make sure the
- SLA along with quality is met as established policies
- Established and updated work schedules to account for changing staff levels and expected workloads
- Documented daily activities, behaviors, and incidents for permanent record
Technical Support Engineer
NTT DATA
Bangalore, Karnataka
06.2019 - 02.2021
- Clients - TENET
- Implemented company polices, technical procedure and standards for preserving the integrity and security of data report and access
- Strong proven technical track record in customer support area
- Supported clients by providing assistance to customer via calls, E-mails, chats and self-service tickets
- Trained junior member of IT team regarding basic troubleshooting steps
- Install software and configure accounts
- Track all problems, customer contact and solutions in online database
- Served as primary point of contact for support relating to owned solutions and products
- Performed root cause analysis of reported issues to enact corrections.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
Business Analyst
Accenture
Bangalore, India
06.2017 - 03.2019
- Client - UBER
- Provided technical support to end-users via phone, email, and in-person
- Troubleshot and resolved technical issues related to hardware, software, and network
- Managed and prioritized workload to ensure SLAs were met
- Escalated technical issues to the appropriate level of support, when necessary
- Participated in team meetings and provided input on technical issues.
- Installed system updates to address vulnerabilities and reduce security issues.
- Monitored systems in operation and quickly troubleshot errors.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
Education
Postgraduate Diploma - Computer Science
05.2022 - 05.2023
- Continuing education in Virtualization and Cloud Computing
Bachelor's of Computer Application - Computer Science
06.2014 - 06.2017
Tools
- Ticketing tools - JIRA, ServiceNow.
- Remote desktop software - TeamViewer, Remote Desktop Connection, VNC, LogMeIn Rescue, GoToAssist, Bomgar
- Network monitoring - Nagios, PRTG, SolarWinds
- Troubleshooting - ping, traceroute, nslookup
- Backup and recovery - Acronis, Carbonite, Veeam
- Knowledge base and documentation - Confluence, SharePoint, or MediaWiki
- Monitoring and alerting - Zabbix, Datadog, New Relic
- Communication - Slack, Microsoft Teams, Zoom
- Authentication - VIP, OKTA, Authenticator
- O365 Admin
- Microsoft Office
Skills
Leadership, Project management, Technical expertise, Incident management, Resource allocation, Root cause analysis, Training and development, On-call rotation, Escalation and Documentation, Data analysis, Policies and Procedures.
Timeline
Conestoga College - Postgraduate Diploma, Computer Science
05.2022 - 05.2023
Business Process Lead - Tata Consultancy Services
12.2021 - 06.2022
Senior Technical Support Engineer - HCL Technologies Ltd.
02.2021 - 12.2021
Technical Support Engineer - NTT DATA
06.2019 - 02.2021
Business Analyst - Accenture
06.2017 - 03.2019
SHANTHA COLLEGE OF COMMERCE AND MANAGEMENT - Bachelor's of Computer Application, Computer Science
06.2014 - 06.2017
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