Hemanth Majji
Canada
Summary
Experienced IT consultant with expertise in analyzing, diagnosing, and resolving computer user support issues. Demonstrated proficiency in providing comprehensive technical support, successfully addressing complex challenges. Skilled in standard operating systems and networking protocols for seamless functionality and efficient communication. Able to identify and implement innovative solutions to enhance system performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Technician (Work-Study position)
Conestoga College
01.2024 - 12.2024
- Delivered technical support to staff and students, troubleshooting hardware, software, and networking issues
- Maintained a95% customer satisfaction rate by providing empathetic and timely solutions to user concerns
- Documented and tracked customer interactions using CRM tools to ensure accurate records and effective follow-ups
- Exceeded performance metrics for response time and resolution efficiency while managing a high volume of service tickets
- Assisted in training new staff on customer service best practices and internal processes
Assistant System Engineer
Tata Consultancy Services (TCS)
05.2021 - 11.2022
- Conducted manual testing of system integrated flows in Pega, including regression, sanity, and system testing
- Analyzed backend processes to identify defects and collaborated with cross-functional teams for resolution
- Documented test cases and created detailed reports to track defect lifecycle and resolution outcomes
- Delivered comprehensive feedback to improve system performance and ensure seamless user experience
- Consistently met project deadlines and quality standards in a fast-paced environment
Education
Post Graduate Certificate - Information Technology Business Analysis
Conestoga College
Kitchener, ON12.2024
Bachelor of Technology - Computer Science and Engineering
Lovely Professional University
04.2021
Skills
- Manual Testing Expertise
- Over15 years of experience in manual, system, regression, and sanity testing using Pega at Tata Consultancy Services (TCS)
- Assessed system integrated flows and backend processes to identify and resolve issues
- IT Support and Troubleshooting
- 1 year of experience delivering technical support at Conestoga College, addressing hardware, software, and networking issues
- Skilled in utilizing diagnostic tools, operational procedures, and CRM systems for case management
- Technical Skills
- Proficient in system flow assessments, test case creation, defect reporting, and resolution
- Hands-on experience in operating systems troubleshooting, application diagnostics, and hardware maintenance
- Performance-Driven
- Consistently met targets for customer satisfaction, task compliance, and efficiency metrics
- Demonstrated ability to handle high-pressure environments while maintaining accuracy and quality
- Communication Skills
- Strong written and verbal communication skills to clearly explain technical concepts and collaborate effectively with stakeholders
- Certifications
- Pega CSA, Pega CSSA, Extron AV Associate, Extron Control Specialist; CompTIA A (in progress), ITILV4 (in progress)
- Remote support
- Network configuration
- Wireless networking
- Hardware installation
Accomplishments
- Increased number of resolved job tickets by 20% over previous year.
Certification
- Pega CSA & Pega CSSA
- CompTIA A+ (In Progress)
- Extron AV & Control Specialist
- ITIL (In Progress)
Languages
English
Full Professional
Hindi
Professional Working
Telugu
Native or Bilingual
Timeline
IT Support Technician (Work-Study position)
Conestoga College
01.2024 - 12.2024
Assistant System Engineer
Tata Consultancy Services (TCS)
05.2021 - 11.2022
Bachelor of Technology - Computer Science and Engineering
Lovely Professional University
Post Graduate Certificate - Information Technology Business Analysis
Conestoga College
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