Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards & Recognition
Timeline
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Pallavi C S

Service Desk Engineer
Hyderabad

Summary

IT professional with solid foundation in technical support and customer service, prepared to enhance service desk operations. Proven ability to troubleshoot and resolve complex IT issues, ensuring seamless workflow and minimal disruptions. Focused on team collaboration and achieving results, adaptable to evolving challenges and needs. Offers strong problem-solving skills and user-centric approach.

Overview

2
2
years of professional experience
4
4
Certifications
3
3
Languages

Work History

Intern

Prinston Smart Engineers
05.2024 - 05.2024
  • Completed a 30-hour internship in machine learning using Python at Princeton Smart Engineers.
  • Gained hands-on experience in dataset collection, preprocessing, and feature scaling.
  • Trained and tested machine learning models using appropriate algorithms and evaluation metrics.
  • Applied practical techniques to improve model accuracy and performance.

IT Service Desk Engineer

TATA Consultancy Services
11.2024 - Current
  • Engaged in user support interactions via telephone, chat, and email platforms.
  • Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
  • Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and end users.
  • Collaborated with team members to diagnose and resolve complex technical issues for clients.
  • Actively participated in cross-functional teams to address critical IT-related projects or initiatives that required service desk involvement.
  • Responded promptly to after-hours support requests when necessary, always demonstrating a commitment to exceptional customer support.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
  • Improved client relationships through consistent communication, providing status updates on ongoing issues, and resolutions.
  • Provided remote support for users in various locations, ensuring efficient resolution of issues, despite geographical challenges.
  • Worked closely with management to identify areas for continuous improvement within the service desk operations.
  • Participated in regular performance review meetings with supervisors, seeking feedback on ways to improve individual skills, or contribute more effectively to team success.
  • Escalated critical incidents appropriately while maintaining clear communication throughout the resolution process.
  • Contributed to knowledge base articles, sharing expertise with colleagues, and improving overall team capabilities.
  • Proactively identified recurring issues and worked with relevant departments to implement solutions.
  • Managed escalations effectively, resolving complex technical issues promptly and professionally.
  • Conducted regular follow-up audits to verify that previously identified issues were effectively resolved or mitigated.
  • Streamlined internal audit processes for improved efficiency and accuracy in detecting potential compliance issues.
  • Compiled, maintained, and verified data, and distributed information through reports and queries to support operations.

College Project

Bank Account Activity Analysis
02.2024 - 07.2024
  • Designed and implemented a Machine Learning model to analyze and classify bank account activities.
  • Performed data preprocessing, feature engineering, and exploratory data analysis (EDA) to prepare high-quality datasets.
  • Evaluated model performance using appropriate metrics (accuracy, precision, recall, F1-score, etc.).
  • Deployed the model into the production environment, delivering actionable insights for financial institutions.
  • GitHub Repository - https://github.com/Pallavi-C-S/BankActivity.

College Project

Secure Login & Credential Protection System
12.2023 - 12.2023


  • Developed a system to reduce fake logins and prevent data stalking across applications.
  • Implemented authentication safeguards to protect user credentials, and enhance system security.
  • Utilized machine learning techniques to detect suspicious login patterns and unauthorized access attempts.
  • Designed with a focus on data privacy and secure access management, providing a reliable layer of protection.
  • GitHub Repository - https://github.com/Pallavi-C-S/capgencode.

Education

KLE Society’s Degree College
Bengaluru, Karnataka
07.2024

PCMB

MES PU COLLEGE
Bengaluru, Karnataka
07.2021

SSLC

Sri Ranga Vidya Nikethan
Bengaluru, Karnataka
04.2019

Skills

    Incident Management & Ticketing (ServiceNow)

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Certification

UI Path Academy Automation Explorer Training

Awards & Recognition

Service Desk Star of the Month – July 2025

Recognized for outstanding performance, consistently exceeding SLAs, resolving high-priority incidents, and delivering excellent customer support.


On-the-Spot Award – May 2025

Awarded for proactive contribution in pitching and driving customer surveys, which significantly improved feedback collection and survey participation for the team.

Timeline

IT Service Desk Engineer

TATA Consultancy Services
11.2024 - Current

Intern

Prinston Smart Engineers
05.2024 - 05.2024

UI Path Academy Automation Explorer Training

03-2024

College Project

Bank Account Activity Analysis
02.2024 - 07.2024

College Project

Secure Login & Credential Protection System
12.2023 - 12.2023

Cloud Practitioner Programme by ICT Academy

12-2023

Java Workshop by Learn Online

11-2023

CyberSecurity Certification by Tech by Heart

11-2022

PCMB

MES PU COLLEGE

SSLC

Sri Ranga Vidya Nikethan

KLE Society’s Degree College

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