Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ganesh Kotipalli

McKinney

Summary

Proficient technical support engineer with experience in diagnosing complex application issues and assisting users with data reporting. Skilled in creating step-by-step troubleshooting guides, contributing to improved service quality and user satisfaction.

Overview

5
5
years of professional experience

Work History

Volunteer Technical Support Assistant

Goodwill Industries International
Dallas
01.2024 - 12.2024
  • Provided technical assistance to community members with software installation, system troubleshooting, and basic IT support in a Microsoft Windows environment.
  • Assisted users with productivity tools including Microsoft Excel, Microsoft Word, and Microsoft PowerPoint.
  • Diagnosed common technical issues such as system errors, application crashes, and login problems.
  • Documented recurring technical problems and created step-by-step troubleshooting guides for users.
  • Maintained records of support requests and ensured timely resolution of user issues.
  • Escalated complex technical problems to senior IT support staff.

Technical Support Engineer

LTI Mindtree
Hyderabad
01.2020 - 07.2022
  • Diagnosed and resolved Level-1 technical issues for claims data processing, SQL queries, and analytics workflows, enhancing user experience.
  • Investigated system errors and collaborated with engineering teams to escalate complex issues when required.
  • Monitored data pipelines and production workflows to ensure operational continuity and timely issue resolution.
  • Assisted users with data validation and troubleshooting reports in Power BI and internal analytics tools.
  • Documented recurring technical issues and authored knowledge base articles, enabling support teams to resolve incidents more efficiently.
  • Contributed to maintaining service quality and response times for production support requests, ensuring timely issue resolution.
  • Provided technical support for healthcare analytics systems by troubleshooting application issues and assisting internal users with data and reporting problems.

Education

Master of Science - Artificial Intelligence

University of North Texas
Denton, TX
05-2024

Bachelor of Science - Computer Science

Sagi Rama Krishnam Raju Engineering College
India
05-2021

Skills

Programming & Querying
Python, SQL, C, C

Technical Support & Platforms
Windows OS, Linux CLI, Application troubleshooting, Production support

Ticketing & Collaboration Tools
JIRA, ServiceNow, Git

Data & Analytics Tools
Pandas, NumPy, Scikit-learn

Reporting & Documentation
Power BI, Excel, PowerPoint, Word

Cloud & Platforms
AWS fundamentals, Docker basics

Timeline

Volunteer Technical Support Assistant

Goodwill Industries International
01.2024 - 12.2024

Technical Support Engineer

LTI Mindtree
01.2020 - 07.2022

Master of Science - Artificial Intelligence

University of North Texas

Bachelor of Science - Computer Science

Sagi Rama Krishnam Raju Engineering College
Ganesh Kotipalli