Pavan kumar Pagidimarri
UK,Yorkshire
Summary
IT professional with 2 years of experience in IT Support and Software Testing, demonstrating strong adaptability in fast paced and dynamic environments. Proficient in ServiceNow for incident, problem, and change management, consistently resolving over 100 incidents monthly while meeting SLA targets. Skilled in troubleshooting hardware and software issues, achieving 99% system uptime and minimising disruptions. Experienced in Selenium WebDriver with Java, automating 80% of test cases to enhance efficiency and reduce manual testing efforts.
Overview
2
2
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
IT support technician
United Online Pvt Ltd
08.2022 - 09.2023
- Resolved 95% of technical support tickets within SLA, minimising average downtime by 30% across departments.
- Documented over 100 service requests monthly using ServiceNow, ensuring adherence to ITIL best practices.
- Monitored performance of 20+ servers and network devices, proactively identifying potential issues.
- Assisted with onboarding 20+ new employees by configuring workstations and installing necessary software.
Junior test analyst
United Online Pvt Ltd
07.2021 - 08.2022
- Executed manual testing on web and mobile applications to meet functional and non - functional requirements.
- Developed comprehensive test cases from business requirements , ensuring full coverage and defect identification.
- Automated regression tests with Selenium WebDriver , reducing testing time by 30% .
- Collaborated with cross-functional teams to clarify testing requirements and communicate defect statuses via JIRA .
Education
Master of Science - In Advanced Computer Networks
Sheffield Hallam University
Sheffield 09.2023 - 10.2024
Skills
- Operating Systems: Windows, Linux, macOS
- Software Installation & Configuration
- Network Support: TCP/IP, DNS, DHCP, VPN configuration
- Remote Desktop Support & Email Client Troubleshooting
- User Account Management with Active Directory
- Incident Management: ServiceNow, JIRA
- Security Tools: Antivirus, Firewall Configuration
- Data Backup & Recovery Solutions
- Application Testing: Manual Testing, UAT (User Acceptance Testing)
- Automated Testing: Selenium WebDriver with Java
- Test Design & Execution: Regression Testing, Defect Tracking (JIRA), SQL for Database Validation
- SDLC, STLC, Agile & Scrum Methodologies
- Cross-Browser & Performance Testing
- Test Documentation & Reporting
- Strong Problem-Solving and Troubleshooting Abilities
- Effective Communication (Verbal & Written)
- Proven Collaboration & Teamwork in Cross-Functional Teams
- Excellent Time Management and Task Prioritization
- Accurate Documentation Practices
- High Attention to Detail in Technical Environments
- Strong Adaptability in Fast-Paced, High-Demand Settings
- Committed to Customer-Centric Support and Continuous Improvement
Certification
- CompTIA A+
References
References available upon request.
Timeline
Master of Science - In Advanced Computer Networks
Sheffield Hallam University
09.2023 - 10.2024
IT support technician
United Online Pvt Ltd
08.2022 - 09.2023
Junior test analyst
United Online Pvt Ltd
07.2021 - 08.2022
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