TEJESWAR REDDY
Welwyn Garden city
Summary
IT Support professional with over 4+ years of experience providing Application (technical) and business support within a highpressure, customer-facing environment. Solid understanding of IT infrastructure, application troubleshooting, and incident management. Looking to leverage strong analytical, communication, and problem-solving skills in a fast-paced Apps Support Analyst role. Quick learner with exposure to front-line issue resolution and a commitment to quality service delivery.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
IT system administrator
TECHNOVATE DIGITAL LIMITED
London
01.2024 - 05.2025
- Administered and supported over 150+ Pay Point terminals and backend systems, ensuring 99.9% uptime for payment processing across a network of 30+ retail partners.
- Monitored system performance and resolved an average of 35+ weekly issues related to connectivity, transactions, and device functionality, contributing to a 20% reduction in downtime over 6 months.
- Managed user access and terminal provisioning for 100+ active users, ensuring 100% compliance with security policies through centralized configuration tools and regular audits.
- Handled 300+ tickets monthly via Zendesk, with an average resolution time under 4 hours, maintaining >95% SLA adherence and improving customer satisfaction scores.
- Collaborated with vendors and IT teams to resolve critical issues impacting 10+ store locations, contributing to root cause analysis that reduced recurring incidents by 25% quarter-over-quarter.
IT support engineer
YUNEX TRAFFIC
Leicester
08.2023 - 10.2024
- Delivered L2 technical support for clients and Guardian-raised incidents, maintaining 95% SLA adherence using Inview and JIRA Incident Management System.
- Troubleshoot complex issues in ANPR camera systems by analyzing logs, resolving COM Port errors, and applying network(TCP/IP) knowledge, referencing confluence.
- Managed deployment and configuration of Lane Watch software's across 500+ traffic enforcement cameras, ensuing high availability and stable performance.
- Produced and presented data-driven performance reports using SQL, Power BI and Excel, supporting clients in operational decision-making.
- Reduced average resolution downtime by 20% by implementing ITIL-aligned incident handling and collaborating closely with third-party vendors and internal teams.
- Led weekly client communications, providing clear technical updates and contributing to system optimization that achieved 99% network uptime.
- Contract position
Advisor I, Technical Support
CONCENTRIX
New Castle Upon Tyne
10.2022 - 05.2023
- Delivered first-line technical support for British Telecommunications customers, troubleshooting internet, TV, and landline issues via Telephone calls, Emails and chat using the Citrix Tools.
- Maintained a 70% FCR (First Call Resolution) rate and achieved high customer satisfaction through effective problem-solving.
- Working collaboratively with team members and manager, met the targets and finished the work before deadlines.
- Consistently received positive feedback for technical expertise and problem resolution.
Service Desk Analyst
AUROBINDO
Hyderabad
09.2017 - 07.2020
- Provided first-level IT support for employees, addressing, and resolving issues related to software, hardware, and user accounts, including O365, Active Directory, and Windows 7,8 & 10.
- Monitored and managed IT service requests through a Zendesk ticketing system, ensuring prompt resolution, and escalating complex issues to senior teams when necessary.
- Assisted in deploying and maintaining IT infrastructure, including desktop and laptop setup, printer troubleshooting, and mobile device configuration for end-users.
- Collaborated with the IT team to implement updates and patches for Microsoft applications and systems, ensuring compliance with company policies and minimizing security risks.
Education
MASTER OF SCIENCE - COMPUTER SCIENCE
University of Leicester
01.2021 - 08.2022
BACHERLOS - ENGINEERING
JNTUH
06.2013 - 05.2017
Skills
- ITIL 4 Foundation certification
- Bash scripting
- SQL database management
- PowerShell automation
- Cloud computing fundamentals
- Networking principles
- Technical troubleshooting
- Debugging techniques
- Operating systems expertise
- Advanced reporting skills
- Active Directory administration
- Jira project management
- Confluence collaboration tools
- ServiceNow platform knowledge
- Zendesk customer support
- Microsoft Office proficiency
- Software installation and configuration
Certification
- Google Data Analytics Professional Certification, Coursera, 2023
- ITIL 4 Foundation Certified, PeopleCert, 2024
- Linux System Administrator, Udemy
- Learning AWS Cloud Practitioner, Udemy
- Created a Sales Dashboard using PowerBI, Coursera, 2023
- Good Certified Higher typing skills, 75 WPM
- Willing to learn the CompTIA A+ and other required certifications
Custom
- Trekking
- Cooking
- Travelling
- Learning new technologies
Timeline
IT system administrator
TECHNOVATE DIGITAL LIMITED
01.2024 - 05.2025
IT support engineer
YUNEX TRAFFIC
08.2023 - 10.2024
Advisor I, Technical Support
CONCENTRIX
10.2022 - 05.2023
MASTER OF SCIENCE - COMPUTER SCIENCE
University of Leicester
01.2021 - 08.2022
Service Desk Analyst
AUROBINDO
09.2017 - 07.2020
BACHERLOS - ENGINEERING
JNTUH
06.2013 - 05.2017
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