Summary
Overview
Work History
Education
Skills
Certification
Projects
Timeline
Generic
SREERAM GUMMA

SREERAM GUMMA

Toronto ,ON

Summary

Dynamic professional with a proven track record at Yorkville University, excelling in project management and IT support. Achieved 95% first-contact resolution while enhancing user adoption through effective communication and automation. Recognized for delivering impactful solutions that streamline processes and improve service delivery in high-pressure environments.

Overview

1
1
year of professional experience
1
1
Certification

Work History

Retail Sales Associate

Toronto Blue Jays
02.2024 - Current
  • Delivered service to over 1,000 fans per game while maintaining 99% POS accuracy.
  • Ensured PCI DSS compliance during transactions, and supported merchandise operations.
  • Recognized for professionalism, teamwork, and adaptability in high-pressure environments.

Research Assistant

Yorkville University
Toronto, ON
01.2025 - 05.2025
  • Conducted data analysis on academic datasets and transcripts to extract actionable insights.
  • Used project tracking tools to manage milestones and streamline reporting.

Program Support Specialist- L1 Support

Yorkville University
05.2024 - 05.2025
  • Automated daily logsheet updates using Excel, reducing manual errors, and saving team time.
  • Resolved 200+ tickets with a 95% first-contact resolution rate, improving SLA compliance.
  • Collaborated with the ERP, Infrastructure, and ITS teams to streamline escalation and response workflows.
  • Developed user support resources, reducing repeated queries, and enhancing user adoption.
  • Used Fresh Chat and Fresh Service to track, document, and escalate incidents effectively.

Education

BBA - Agile Project Management, Business Operations, And IT Automation

Yorkville University
Concord, ON
09-2026

Skills

  • Project management
  • Virtualization
  • Version control: Git and GitHub
  • Service models: IaaS, SaaS, PaaS
  • Cloud platforms: AWS, EC2, IAM, Azure
  • Operating systems: Linux (Ubuntu, Red Hat), Windows
  • IT support and systems: LMS, SIS
  • JIRA
  • Customer relationship management
  • Soft skills: team collaboration, communication, troubleshooting, leadership
  • Automation (Excel macros, log tracking, support workflows)
  • DevOps and automation: CI/CD (Jenkins, GitHub Actions), Nginx, and shell scripting (basic)
  • Infrastructure as Code (IaC)

Certification

  • Scrum for Ops and DevOps, 01/01/25
  • Introduction to JIRA, 01/01/24
  • Scrum Fundamentals, 01/01/24

Projects

SIS & LMS Transition: Support (My Path & Brightspace), Provided L1 support during institutional rollout of My Path and Brightspace systems. Assisted students with registration, authentication, navigation, and system access. Automated ticket tracking and created user-facing FAQs to reduce repeat queries. Collaborated with ERP and IT teams for timely issue resolution and escalations. 

Portfolio Website: Built from scratch using HTML, CSS, JS; hosted on GitHub Pages. Integrated Git for version control and optimized for mobile and performance. Showcased DevOps projects and IT support experience with a clean, responsive UI. Implemented section-based navigation and project linking to enhance the recruiter experience.

Timeline

Research Assistant

Yorkville University
01.2025 - 05.2025

Program Support Specialist- L1 Support

Yorkville University
05.2024 - 05.2025

Retail Sales Associate

Toronto Blue Jays
02.2024 - Current

BBA - Agile Project Management, Business Operations, And IT Automation

Yorkville University

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