Summary
Overview
Work History
Education
Skills
Certification
Timeline
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GOPI KANCHAPOGU

San Antonio,TX

Summary

Driven by a results-focused approach, I excelled as Sr. ICT Team Lead Manager at Centinnel Spark Technologies, where I led a team of 25 in resolving critical incidents, enhancing customer satisfaction, and driving technical excellence. My expertise in technical support and troubleshooting, combined with a strong ability to collaborate across teams, has consistently delivered positive outcomes and operational improvements.

Overview

1
1
Certification

Work History

Sr. ICT Team Lead Manager

Centinnel Spark Technologies
07.2021 - 12.2021
  • Managed incidents from initiation to resolution for internal and external customers, ensuring timely resolution in alignment with published SLAs.
  • Provided troubleshooting for software and hardware issues across systems, restoring services for business applications and IT environments.
  • Acted as an escalation point for the support team, providing guidance and solutions for complex issues.
  • Collaborated with cross-functional teams, including System Implementers and Sales, to ensure seamless service delivery.
  • Monitored escalations from the service desk, ensuring swift response and issue resolution with appropriate urgency.
  • Led a team of 25 ICT professionals, providing technical support, mentoring, and resolving escalated technical issues.
  • Coordinated the team’s efforts in delivering IT support services and coding workshops across 25 schools, driving technical excellence and customer satisfaction.

Education

Master of Arts - Information Technology And Management

Webster University
San Antonio, TX
08.2024

Bachelor of Science - Civil Engineering

Osmania University
Hyderabad, India
05.2019

Skills

  • Choice Advantage Interface: Extensive practical experience with the Choice Advantage system, gained through hotel management workshops and direct application in hotel operations
  • Technical Support & Troubleshooting: Expertise in diagnosing and resolving software and hardware issues in real-world environments
  • Incident Management: Proficient in managing incidents from initiation to resolution, using tools such as Remedy while adhering to SLAs
  • Customer Service Excellence: Focused on delivering positive customer experiences through effective communication and timely solutions
  • Critical Thinking & Problem-Solving: Ability to quickly identify and resolve root causes of technical issues, ensuring minimal downtime
  • Windows & MS Office: Proficient in Windows OS and Microsoft Office applications for daily operations
  • Collaboration & Teamwork: Experienced in working with cross-functional teams, including system implementers, trainers, and sales executives, to resolve technical issues efficiently

Certification

  • Google IT Support Professional Certificate (Coursera): Covers troubleshooting, networking, operating systems, and system administration.
  • IT Support Fundamentals (Coursera): Focuses on managing and resolving hardware/software issues.
  • IT Help Desk for Beginners (Udemy): Develops foundational IT support skills, including troubleshooting and customer service.
  • Complete IT Support Specialist Course (Udemy): Covers ticketing systems, escalation handling, and customer service excellence.

Timeline

Sr. ICT Team Lead Manager

Centinnel Spark Technologies
07.2021 - 12.2021

Master of Arts - Information Technology And Management

Webster University

Bachelor of Science - Civil Engineering

Osmania University

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GOPI KANCHAPOGU