Serena Sunkari
Analyst @ HCLTech | Former Software Engineer Intern @ Safe Code Group | Former Data Scientist Intern @ Thulibaba LLC
- Role
- Analyst at HCLTech
- Location
- Visakhapatnam, IN
- LinkedIn followers
- 500 followers
About Serena Sunkari
I am a highly motivated individual with a remarkable talent for adapting to diverse…
Experience
Analyst
Apr 2025 — Present · Hyderabad, IN
Provided technical support to both internal Novo Nordisk employees and external partners across various MNCs, resolving hardware, software, and network-related issues via calls and chats.• Specialized in troubleshooting a wide range of enterprise tools including Microsoft 365, Windows OS, Zscaler, Cisco Secure Client, BitLocker, and compliance/password-related queries, python, etc.• Created and maintained knowledge base articles, documenting step-by-step resolutions for recurring technical issues to improve first-call resolution rates and support efficiency.• Handled real-time incident resolution, ensuring minimal downtime for users by efficiently diagnosing and resolving issues across Microsoft Suite, corporate applications, and security tools.• Collaborated with cross-functional teams to escalate and track high-priority technical incidents, contributing to continuous service improvement in line with ITIL standards.
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