Summary
Overview
Work History
Education
Skills
Languages
Certification
Work Availability
Quote
Timeline
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Nagalakshmi Tenti

Nagalakshmi Tenti

London,United Kingdom

Summary

● Highly organized and motivated professional with 8 years of experience in the IT industry at Incident Management, Storage & Service Desk

● Total 8 years of experience, which includes 3 years of experience as an incident manager and another 3 years’ experience as a storage technical support engineer in ISILON and ATMOS and 24 months of experience as a non-technical support help desk.

● Working as an incident manager in EMC account from 36 months

● Worked as a Storage Technical Support Engineer in DELL-EMC account for 3 years.

● As a non-technical support help desk in Vodafone project for 24 months.

Overview

8
8
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work History

Incident Manager

Wipro
Bengaluru, India
06.2020 - Current
  • Working for Wipro over an outsourcing based project with DELL EMC (Storage – ISILON NAS) started off with handling basic tickets.
  • Handling backlogs and have been spoc on backlog with daily client calls.
  • PMO communication with reports analysis on daily basis.
    Timely monitoring and gathering pending incident details.
    Escalation management.
  • Analyzing pending Incidents, Focusing high priority incidents.
    100% CSAT contribution on real time chat cases and critical incidents.
  • Escalation SLA met, KPI’s and closed with timely updates. Mitigation for breached incidents.
  • Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits.
  • Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving the incidents and complaints.
  • Identify the scope of automation to reduce cost and human efforts and patterns of incidents.
  • Driving an incident to resolution through support engagement.
  • Documenting key actions and events during an incident bridge call.
  • Notification to senior leadership of current status and impact to customers.
  • Post incident documentation to assist problem management in root cause analysis.
  • Provide leadership and guidance to the coordinators.
    Ensure proper procedures escalation procedures are followed and correct support teams are engaged.
  • On call support during weekends and holidays as needed.
    Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with policies.
  • Work closely with the management team to set and/or implement policies, procedures, and systems to follow through with implementation.
  • Helped organisations improve customer satisfaction and achieve measurable results.
  • Identified deviations from standard operating procedures, understanding causes and preventing reoccurrence .
  • Enhanced resource utilisation to better capitalise on current resources and minimise expenditure.

Technical Support Engineer

Wipro
Hyderabad, India
06.2017 - 05.2020
  • Facilitated customers and provided voice support as part of a technical expert team
  • Anticipated customer needs and effectively addressed concerns related to their issues
  • Documented solutions and provided dependable and timely resolution to customers
  • Followed knowledge base articles and worked on Linux base systems through CLI or GUI
  • Provided remote infrastructure support and performed problem cause analysis
  • Assisted customers over remote connection in resolving issues related to backup disks or MDS disks
    Collaborated with colleagues and internal teams to provide superior service
  • Provided direct assistance to customers via phone and email
    Forecasted and planned for capacity, availability, and capacity upgrades
  • Monitored system performance, usage, availability, and hardware upgrades
    Managed service requests and met SLAs (Service Level Agreements)
  • Replaced failed hardware
  • Accepted Dial home and customer raised requests (vicweb), analyzed root causes, and resolved to meet client requirements
  • Provided 24/7 support for customers based on their preferred channel of communication
  • Handled all severity 2 service requests for ISILON, including hardware, filesystem, admin, and backup issues.
  • Reduced escalation workload and maintained timely feedback to management.
  • Solved interruptions in machines and equipment through collaborations with internal and external third parties.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.

Non Technical Support Desk

Wipro
Pune, India
09.2015 - 04.2017
  • Worked alongside service desk to provide 1st and 2nd line support to users deskside and remotely.
  • Liaised with third-party agencies for successful resolution of complex issues.
  • Supported high volume customer requests via telephone, email and web portals with professional and first class service.
  • Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
  • Handled and resolved technical questions, communicating clearly to non-technical audiences for easy understanding.
  • Captured queries/issues pertaining to Service Order logging and application related issues received over Call /Email/Tool.
  • Provided intimation to VBS Business team with resolution comments and timeline to revert on resolution provided.
  • Resolved issues within TAT.
  • Prepared suspension tracker reports daily, sent report to respective teams. Followed up with teams and updated the report. Ensured end to end task closure.
  • Acted as the primary point of contact for all the field engineers over India. Prepared suspension tracker reports daily, sent report to respective teams. Followed up with teams and updated the report. Maintained end to end task closure.

Education

Bachelor of Science - Computer science

Adikavi Nannaya University
India
06.2012 - 04.2015

Skills

  • Incident management
  • Project Planning & Documentation
  • Reporting Skills
  • Communication skills
  • Decision-Making
  • Critical Thinking and Problem-Solving Skills
  • Conflict Management
  • Delegation
  • Root Cause Analysis
  • Customer Service
  • Remediation planning
  • Resolution team engagement
  • Post incident reviews
  • Incident priority assessment

Languages

English
Advanced
Hindi
Intermediate
Telugu
Native

Certification

Obtained ITIL 4 foundation certification from PeopleCert.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Incident Manager

Wipro
06.2020 - Current

Technical Support Engineer

Wipro
06.2017 - 05.2020

Non Technical Support Desk

Wipro
09.2015 - 04.2017

Bachelor of Science - Computer science

Adikavi Nannaya University
06.2012 - 04.2015

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Nagalakshmi Tenti