Mounika Revu
Bengaluru,India
Summary
Experienced Technical Specialist with 10 years of experience managing IT infrastructure, software support, and security. Committed to making sure clients are happy by solving technical problems effectively. Skilled at leading teams to run and maintain complicated systems. Finds effective strategies to help businesses, using different methods and creating engineering solutions. Skilled at client proposal development, evaluating technology needs, and training staff.
Overview
10
10
years of professional experience
1
1
Certification
Work History
App/Cloud Support Senior Analyst
Accenture India Pvt Ltd
12.2022 - Current
- Created and presented comprehensive presentations to both internal and external stakeholders, highlighting work, progress, and areas for improvement.
- Tracked all clients SLA's and KPI's on weekly basis and ensured all SLA's are met
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided expert advice for senior management, contributing to informed decision-making and strategic planning
- Analyzed data to identify root causes of problems and recommend corrective actions
- Created dashboards to monitor and track key performance indicators
- Developed customized reports, summarizing and presenting data in visually appealing format
- Monitored compliance and filing requirements in conjunction with staff and management
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies
- Implemented cost reduction initiatives, achieving significant savings without compromising quality or service delivery
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Managed work schedules to ensure 100% coverage during 24/7 support schedule
- Managed 2 teams consisting of 35 desktop support technicians/resources and worked with Infra towers for timely resolutions for client concerns.
- Efficiently managed resource hiring, delivery of process training and deployment of resources to required projects.
- Streamlined client/stakeholder communications to fill in process/project gaps identified as risks for service delivery
- Maintained transition toolkit which includes - reviewing solution, resource hiring, transition milestones, timely updates to leadership, risk tracking, RAID tracking, Access tracking, Knowledge transfer and Knowledge base tracking, readiness checklist and tools deployment
- AWS Connect, Service Now, Azure Active Directory, O365 software repository and so on.
App/Cloud Support Analyst
Accenture India Pvt Ltd
12.2019 - 11.2022
- Managed service desk organization to ensure team and individual performance levels consistently met or exceeded needs of clients/users.
- Efficiently managed resource hiring, delivery of process training and deployment of resources to required projects.
- Streamlined client/stakeholder communications to fill in process/project gaps identified as risks for service delivery.
- Contributes to knowledge base and actively uses existing documentation in resolving support incidents.
- Employ problem-solving methodology skills to analyze issues, diagnose root causes of Client concerns, and subsequently communicate and implement effective solutions.
- Providing training to new team members on key call driver topics
- Managing client requests, reporting, and promptly addressing critical issues in alignment with client specifications and expectations."
App/Cloud Support Associate
Accenture India Pvt Ltd
05.2017 - 11.2019
- Interacted with users through telephone, chat, and email channels to provide support for multiple clients
- Utilized ticketing tools to organize and handle support tasks and requests.
Logged service tickets into ITSM tools like Service Now, BMC Remedy and Cherwell to expedite problem solving. - Addressed typical user issues by referring to predefined resolution scripts.
Cooperated with supervisors to escalate and resolve customer inquiries or technical problems. - Initiated follow-up phone calls to clients concerning resolved issues to enhance platform experience
- Authored knowledge base articles and templates to facilitate team comprehension and operational efficiency.
Customer Relation Officer
Hinduja Global Solutions, HGS
09.2014 - 04.2017
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance
- Assisted in training new team members on service desk procedures, tools, and best practices
- Provided after-hours support as needed to minimize business impact during downtime events
- Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly
- Consistently met or exceeded key performance indicators related to service quality and response times
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
Education
Master of Technology - Computer Science
Jawaharlal Nehru Technological University
Hyderabad12.2013
Bachelor of Technology - Computer Science And Engineering
Jawaharlal Nehru Technological University
Hyderabad04.2011
Skills
- Incident / Escalation Management
- SLA / KPI Monitoring & Management
- Knowledge Base Management
- ITIL
- Talent Acquisition
- Employee Skill Development
- Project Management
- Continuous Improvement
- Documentation And Reporting
- Performance monitoring
Certification
- Certified Microsoft Azure AZ-900
- Familiar with Service Now Fundamentals and Administration.
- ITSM Tools: BMC Remedy, ServiceNow, Cherwell, Active Directory, Azure admin Portal
Personal Information
- Date of Birth: 30/08/1990
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Timeline
App/Cloud Support Senior Analyst
Accenture India Pvt Ltd
12.2022 - Current
App/Cloud Support Analyst
Accenture India Pvt Ltd
12.2019 - 11.2022
App/Cloud Support Associate
Accenture India Pvt Ltd
05.2017 - 11.2019
Customer Relation Officer
Hinduja Global Solutions, HGS
09.2014 - 04.2017
Master of Technology - Computer Science
Jawaharlal Nehru Technological University
Bachelor of Technology - Computer Science And Engineering
Jawaharlal Nehru Technological University