Summary
Overview
Work History
Education
Skills
Timeline
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Sravya Vemula

Louisville,KY

Summary

Proven Technical Support Engineer with a track record of enhancing customer satisfaction and efficiency at Tech Mahindra. Expert in technical troubleshooting and root cause analysis, adept at fostering client relationships. Achieved a high case closure rate through effective problem-solving and teamwork. Skilled in technical documentation and customer support, consistently delivering solutions that streamline support system management.

Overview

3
3
years of professional experience

Work History

Technical Support Engineer

Tech Mahindra
08.2019 - 10.2021
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Performed root cause analysis of reported issues to enact corrections.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Delivered Tier-3 support and SME input to internal and external customers.

Production Support Specialist

Dell International Services
06.2018 - 07.2019
  • Enhanced production efficiency by streamlining processes and implementing best practices.
  • Maintained thorough documentation throughout all phases of product lifecycle management.
  • Monitored inventory levels closely, identifying shortages early on and taking corrective action to avoid stockouts or excess inventory costs.
  • Coordinated with vendors to ensure timely delivery of raw materials and components, preventing delays in production schedules.

Education

Bachelor of Science - Electrical And Electronical Engineering

Sridevi College
Hyderabad, India
08.2016

Skills

  • Technical Support
  • Technical Troubleshooting
  • Problem-Solving
  • Application support
  • Customer Support
  • Technical Documentation
  • System Troubleshooting
  • Root Cause Analysis
  • Support system management
  • Teamwork and Collaboration
  • Customer Relationship Management

Timeline

Technical Support Engineer

Tech Mahindra
08.2019 - 10.2021

Production Support Specialist

Dell International Services
06.2018 - 07.2019

Bachelor of Science - Electrical And Electronical Engineering

Sridevi College

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Sravya Vemula