Saketh Pemula

About Saketh Pemula

Senior Enterprise Specialist with a Bachelor\'s in Computer Applications and pursuing an M.Sc in Cyber Forensics. Over 3+ years of experience providing advanced technical support for Google Workspace and other IT environments across Linux, Windows, and macOS. Proven ability to troubleshoot complex issues, perform in-depth root cause analysis, and drive case resolution for enterprise customers. Skilled in Google Workspace Admin Console, Jamf Pro, ManageEngine Endpoint Central, user lifecycle management (LDAP, SAML SSO), MDM, and security compliance. Adept at collaborating with engineering teams to resolve product bugs and improve service reliability. Committed to delivering user-centric, high-impact solutions that enhance productivity and operational efficiency.

Experience

1. Sme G-workspace

   Cognizant

   Jul 2025 — Present · Hyderabad, IN

   Led escalations and resolved 1,200+ complex Google Workspace cases, ensuring compliance with SLAs and quality standards- Provided advanced support to over 100 enterprise users weekly, addressing issues across various Google products, including Gmail, Google Drive, Calendar, Meet, Admin Console, Groups, and API-related concerns- Mentored and guided 20+ junior associates, facilitating knowledge transfer and enhancing first-contact resolution capabilities- Achieved 100% SLA adherence across P1 and P2 issues, reducing turnaround time by 30% through thorough root cause analysis and process optimization- Collaborated closely with internal Google teams to escalate and resolve platform-related issues that impacted customer environments- Authored and maintained over 50 knowledge base articles, standard operating procedures (SOPs), and escalation playbooks to streamline team workflows and improve efficiency- Contributed to monthly quality audits and root cause analysis (RCA) sessions, leading to a 15% improvement in customer satisfaction (CSAT) over a period of 6 months- Participated in feature testing and pilot rollouts for new Google Workspace functionalities in collaboration with product teams- Conducted onboarding and functional training for 10+ new hires, facilitating a smoother ramp-up process and contributing to improved Net Promoter Scores (NPS).

Education

• Parvathaneni Brahmayya Siddhartha College of Arts & Science

  Bachelor of Computers application -BCA, Computer Systems Networking and Telecommunications

• University of Madras

  M.Sc Cyber Forensics & Information Security, Cyber/Computer Forensics and Counterterrorism