Nagajyothi Yecham
Coventry,West Midlands
Summary
Self-disciplined professional with ample experience in IT, customer service and technical support. Adept in troubleshooting, diagnosing and designing computer systems to customize client needs. Eager to enhance skills and achieve growth in organization.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Database Administrator
IBM India PVT.Ltd
Hyderabad, Telanagana
01.2017 - Current
- In Database administration activities like Installation, Configuration, Backup & Recovery, Database Security.
- Successfully resolving SQL Server problems which involves in-depth knowledge of SQL Server architecture, connectivity, DTS, backup/restore, database corruption, security etc
- Creation and maintenance of Databases, creating Roles and managing user permissions.
- Good experience in resolving blocking and Dead lock Issues by using SQL commands.
- Conceptually i have strong knowledge in Log shipping, Installing, SQL Server SQL 2005/2008/2008 R2/2012/
- Collaborated with clients, vendors and IT support staff during system creation, set up and maintenance.
- Implemented upgrades to hardware and software in existing installations, increasing productivity.
- Analyzed, monitored and optimized current system performance to increase process efficiency.
- Implemented and maintained backups, security and redundancy strategies.
- Troubleshot and resolved all arising technical issues related to systems.
- Engaged with upper management regularly with reports on project status.
- Provided clear goals for all project areas, and developed steps to oversee timely execution of tasks.
- Gave detailed specifications for proposed solutions, outlining materials, manpower and time needed.
- Tested programs and databases to identify issues and make necessary modifications.
- Modified existing databases to meet unique needs and goals determined during initial evaluation and planning process.
- Set up and controlled user profiles and access levels for each database segment to protect important data.
- Resolved performance issues quickly through accurate root cause identification.
- Monitored system health and performance to guarantee high levels of performance, availability and security.
- Developed processes to optimize database security, reducing breaches 99%.
Client Services Manager
Symbiosis Technologies, ATT PVT LTD
Hyderabad, Telangana
08.2015 - 12.2016
- Provide consistent point of contact to Target for support issues.
- Perform triage to ensure that issues are handled by the proper teams.
- Responded to customer requests with friendly, knowledgeable service and support.
- Managed workflow to continuously exceed quality service goals.
- Led and supported customer support staff to achieve objectives.
- Followed up on unresolved customer issues to investigate and resolve problems.
- Promptly responded to inquiries and requests from prospective customers.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilising data communications.
- Sustained continuous improvement by implementing customer interface management systems through email.
- Coordinated department schedules to maximise coverage during peak hours.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
- Completed documentation and logs each day, generating detailed weekly reports.
- Strategised long-term business needs and drove customer feedback for process improvements.
- Introduced new compliance and analysis initiatives to manage regulatory risks.
- Facilitated conflict resolution by implementing protocols and investigating issues through to completion.
- Act as a liaison between the Target and technical teams
- Provide regular status updates to clients through phone, email, and reports.
- Participate in regular production issue status meetings with Target.
- Manage change requests; ensure timely approval and execution of changes; provide follow-up status reporting for changes
- Maintain documentation and instructions for processes used in client support, including the Deal Page and Client Support Wiki
- Coordinate with other departments as needed to ensure that clients receive the proper support
System Engineer
ATT India
Hyderbad, Telangana
03.2015 - 08.2015
- Worked as an intern for Target client.
- I got trained on 2 accounts for CSM Role
- Provided clear goals for all project areas, and developed steps to oversee timely execution of tasks.
- Gave detailed specifications for proposed solutions, outlining materials, manpower and time needed.
- Troubleshot and resolved all arising technical issues related to systems.
- Resolving Tickets
- Worked with internal technical teams.
- Handling client and internal calls
- Scheduling changes
- As part of major incident Management team handled P1/P2 issues
- Managed workflow to continuously exceed quality service goals.
- Led and supported customer support staff to achieve objectives.
- Followed up on unresolved customer issues to investigate and resolve problems.
- Promptly responded to inquiries and requests from prospective customers.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilising data communications.
- Sustained continuous improvement by implementing customer interface management systems through email marketing, live chat services and social media.
- Coordinated department schedules to maximise coverage during peak hours.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Completed documentation and logs each day, generating detailed weekly reports.
- Introduced new compliance and analysis initiatives to manage regulatory risks.
- Improved customer service initiatives by streamlining sales and order management processes.
- Facilitated conflict resolution by implementing protocols and investigating issues through to completion.
- Responded to customer requests with friendly, knowledgeable service and support.
- 01.2014
Education
Masters RQF Level 7 - Data Science
Coventry University
Coventry, priority Street 09.2022 -
Master of computer Applucations - Computer Applications
Bhoj Reddy Educational Institutions
Hyderabad 11.2012 - 01.2016
Bachelor of Science in Statistics - Compter Science & Statistics
Swami Vivekananda Degree College
MahaBoobNagar 06.2009 - 03.2012
Skills
- Microsoft SQL server
- High Availability (HA) and Disaster Recovery (DR) management
- Customer needs assessment
- Process improvements
- Change management
- Post incident reviews
- Incident priority assessment
- Agile framework
- Customer Relationship Management Software (CRM)
- Schedule management
- Technical analysis
- Tools customization
- Business requirements matrixes
Languages
English
Fluent
Timeline
Masters RQF Level 7 - Data Science
Coventry University
09.2022 -
Database Administrator
IBM India PVT.Ltd
01.2017 - Current
Client Services Manager
Symbiosis Technologies, ATT PVT LTD
08.2015 - 12.2016
System Engineer
ATT India
03.2015 - 08.2015
Master of computer Applucations - Computer Applications
Bhoj Reddy Educational Institutions
11.2012 - 01.2016
Bachelor of Science in Statistics - Compter Science & Statistics
Swami Vivekananda Degree College
06.2009 - 03.2012
- 01.2014
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