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, AL01-2023
Bachelor of Technology in Electronics And Communication Engineering -
Tkr College of Engineering And Technology, JNTUH
Hyderabad01-2020
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