Vamsi B.

About Vamsi B.

Master of Computer Science at University of Bedfordshire. I\'m…

Experience

1. Senior Process Executive

   Cognizant

   Jul 2024 — Present · Hyderabad, IN

   Woolworths IT Support Provides infrastructure & Cloud services for clients,ITIL,Data AnalysisKey Responsibilities and Deliverables:Responsible for providing first line support to customers across the firm process improvement methodologies and project managementPrimary focus SAP,ADUC,Remote Control Services,Incident Management Systems will be to ensure all queries are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm\'s service management system. Act as a single point of contact for all calls, emails, live chat and self-service portal from customers regarding IT issues and queries;1st line support - troubleshooting IT relating problems for the firm’s core systems ensuring issues are logged with the required information in accordance to the agreed SLAs and OLAs.Keep customers updated on outstanding tickets,Take Responsibility,ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner.Meet or exceed defined quality and performance.Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted.Proactively pick up on trends from calls loggedUpdate documentation and knowledge base articles as and when required Project work as required.Essential Key Requirements:Experience with supporting document management systems such as iManageExperience with supporting remote working (Azure Virtual desktop & Global Protect)Experience with supporting Users Outlook extensively and other Microsoft apps such as Microsoft TeamsExperience with using ServiceNowCustomer Experience.Excellent communication skillsAbility to maintain composure in a pressurised, fast-paced environment to understand business needs and prioritise issues accordinglyAbility to take ownership of and manage issues to resolution and a broad knowledge and interest in IT.

Education

• University of Bedfordshire

  Master's degree, Computer Science with Placement Course

• Silver Bells English Medium High School

  10th Class, High School/Secondary Certificate Programs

• Sri Krishnadevaraya University

  B.Tech, Computer Science and Engineering

• SV Junior College

  Intermediate, MPC