Jaya Parella
Frisco,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Sr. Support Engineer
Welsforgo
Dallas, TX
08.2021 - 01.2024
- Provided technical support and troubleshooting for customers' hardware, software, and network issues.
- Manage the daily activities of the IT Service Desk, including ticket queue management, workload balancing, and prioritization of support requests.
- Managed and resolved technical issues for over 5000 users across multiple locations.
- Provided training and support for new software and technologies.
- Implemented and maintained IT security protocols to protect company data.
- Collaborated with cross-functional teams to streamline processes and improve user experience.
- Work with remote teams providing on-site insights and assistance during critical system upgrades and maintenance activities.
- Develop and maintain IT support procedures, knowledge base articles, and documentation to ensure accurate and up-to-date information is readily available to support technicians and end-users.
- ITSM ticketing tools such as Ivanti, ServiceNow etc.
- Looking after team SLAs, like First Call Resolution (FCR) and Total Time to Resolve
Desktop Support Engineer
Walmart
Bentonville, AR
05.2020 - 08.2021
- Provided technical assistance to users in person, via phone or email.
- Installed, configured and maintained computer hardware, software and peripherals.
- Diagnosed and resolved hardware and software issues efficiently.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Configured user accounts, permissions and passwords according to company policies.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Resolved printer problems remotely or onsite as needed by users.
Helpdesk Support Engineer
Serco BPO
Rogers, AR
02.2019 - 05.2020
- Installed, configured and maintained computer hardware, software and peripherals.
- Provided technical assistance to users in person, via phone or email.
- Diagnosed and resolved hardware and software issues efficiently.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Configured user accounts, permissions and passwords according to company policies.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Monitored system performance and conducted preventive maintenance tasks regularly.
Education
Bachelor of Science - Computer Science
Sri Krishnadevaraya University
AP, INDIA06-2005
Skills
- Technical Assistance
- Troubleshooting And Problem Resolution
- Troubleshooting And Analysis
- Help Desk Support
- End-User Account Management
- Support Documentation Generation
- New System Deployment
- Customer Service
- Application Installations
- Support Request Management
Timeline
Sr. Support Engineer
Welsforgo
08.2021 - 01.2024
Desktop Support Engineer
Walmart
05.2020 - 08.2021
Helpdesk Support Engineer
Serco BPO
02.2019 - 05.2020
Bachelor of Science - Computer Science
Sri Krishnadevaraya University
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