Summary

Overview

Work History

Education

Skills

Timeline

Saicharan Goud Kannapuram

Atlanta,GA

Summary

Proficient in troubleshooting hardware, software, and network issues, with experience providing remote and in-person technical support.
Familiar with a variety of operating systems (Windows, Linux, macOS) and network configurations to effectively resolve technical problems.
Strong programming skills in languages such as Python, Java, C++, C# and SQL for automating processes, debugging, and scripting solutions.
Experience in database management, including troubleshooting database issues and writing queries for data extraction and analysis.
Knowledgeable in IT infrastructure management, system configurations, and cloud-based services (AWS, Azure).
Skilled in using various support tools (ServiceNow, Jira) to track, prioritize, and resolve technical issues efficiently.
Strong analytical mindset with a proven ability to diagnose and solve complex technical issues in a timely manner.
Excellent verbal and written communication skills, able to explain technical concepts clearly to non-technical users.
Adept at collaborating with cross-functional teams and providing solutions that improve end-user experiences.
Highly motivated, with a commitment to continuous learning and staying updated with the latest technologies and trends in the IT industry.

Overview

1

1

year of professional experience

Work History

Technical Support Associate

Tech Mahindra

Hyderabad, Telangana

01.2021 - 10.2021

Diagnose and resolve hardware, software, or network-related problems.
Guide users through step-by-step troubleshooting procedures.
Escalate complex issues to senior technical teams when necessary.
Use Siebel CRM to access customer details, service history, and plan information.
Process account modifications and authentication using Salesforce.
Diagnose network problems using Natama, checking for outages, slow speeds, or disconnections.
Maintain accurate records of incident resolutions, ensuring all details are documented in ServiceNow.
Document troubleshooting steps and resolutions in Remedy for future reference.
Reset passwords, update contact details, and manage account settings via Salesforce.
Monitor ServiceNow dashboards to track open tickets and ensure timely response to incidents and requests.
Authenticate customer identity before making any account modifications using Siebel & Salesforce.

Education

Masters in Management Information Systems -

Auburn University At Montgomery

Montgomery, AL

01-2023

Bachelor of Technology in Electronics And Communication Engineering -

Tkr College of Engineering And Technology, JNTUH

Hyderabad

01-2020

Skills

HTML5
CSS
JAVASCRIPT

C#
SQL
PYTHON

Timeline

Technical Support Associate

Tech Mahindra

01.2021 - 10.2021

Masters in Management Information Systems -

Auburn University At Montgomery

Bachelor of Technology in Electronics And Communication Engineering -

Tkr College of Engineering And Technology, JNTUH