Pravallika Pillemu
Summary
Dedicated and resourceful IT Support Specialist with over 7 years of experience providing top-notch technical assistance and support to users across various platforms. Proficient in diagnosing and resolving complex technical issues while ensuring minimal downtime and maximum productivity. Committed to delivering exceptional customer service, building positive relationships with users, and continually updating skills to stay abreast of emerging technologies.
Overview
7
7
years of professional experience
Work History
IT Analyst
Tata Consultancy Services
02.2021 - Current
- Streamlined IT processes by implementing automation tools and reducing manual effort.
- Proactively identified bottlenecks in the application, taking sole responsibility for diagnosing and resolving the underlying root causes, resulting in improved system efficiency.
- Led the initiative to identify and automate over 30% of intricate manual tasks within the project, optimizing workflows and boosting overall project efficiency. This strategic intervention resulted in annual savings of $25K AUD.
- Strong analytical skills to assess complex situations and recommend optimal courses of action.
- Ability to prioritize tasks based on urgency and impact on business operations.
- Leadership qualities demonstrated through mentoring junior staff and leading small-scale IT projects.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
- Mentored junior associates, guiding career growth through hands-on training exercises and constructive feedback sessions.
System Analyst
Tata Consultancy Services
02.2020 - 01.2021
- Improved system efficiency by analyzing and optimizing software processes.
- Provided remote consultation via telephone, demonstrating a keen understanding of user problems, executing testing scripts, and employing probing questions to pinpoint root causes, thereby facilitating efficient issue resolution.
- Showcased expertise in pinpointing application bottlenecks and took a leading role in addressing root causes, resulting in notable enhancements to system performance and reliability. This initiative led to annual savings of $7K AUD.
- Experience with ticketing systems (e.g., ServiceNow, JIRA) to log, track, and resolve issues.
- Demonstrated ability to communicate technical information in understandable terms to non-technical users.
- Adept at managing user expectations and providing timely updates on issue resolutions.
- Collaborative team player with a proactive approach to sharing knowledge and best practices.
- Offered input for complex documents to support client-ready final versions.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
System Analyst
Tata Consultancy Services
08.2016 - 01.2020
- Assessed end-user requirements and successfully implemented new software and system modifications, aligning them with IT objectives.
- Documented internal processes and support procedures, consolidating information into comprehensive manuals for effective use in new hire training.
- Evaluated the existing system flow, pinpointing pain points and implementing strategic improvements to enhance systems and methodologies continually.
- Proactively identified and resolved issues to ensure seamless connectivity and minimize downtime, contributing to the overall operational efficiency of the IT infrastructure.
Education
Bachelor of Science - Computer Science And Programming
V R Siddhartha Engineering College
India07.2016
Skills
- Customer and Technical Support
- IT Service Management
- Client Relations
- Technical and System Analysis
- Code Debugging and Problem Solving
- Team Management
- SQL Anywhere
- MongoDB
- Oracle DB
- MySQL
- Java
- JIRA
- Splunk
- Service Now
- Tableau
- Microsoft Azure
- Google Cloud Platform
- Shell Scripting
- Azure DevOps
- Microsoft Excel
Timeline
IT Analyst
Tata Consultancy Services
02.2021 - Current
System Analyst
Tata Consultancy Services
02.2020 - 01.2021
System Analyst
Tata Consultancy Services
08.2016 - 01.2020
Bachelor of Science - Computer Science And Programming
V R Siddhartha Engineering College
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