Avinash Ambati

Senior Systems Analyst and Technical Support Specialist with Six years of experience diagnosing and resolving technical/customer inquiries, including Telecom, Retail, and project management, as well as working directly with customers in a consulting capacity. Skilled in developing and implementing strategies to increase efficiency and performance. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.

Handling Service requests and providing Software and Software Licenses
Direct and serve as a mentor to less experienced staff
Direct user groups to provide training, resolve questions, assess user needs, and recommend changes
Act as an escalation point agent when difficult or controversial calls are received
Take overall responsibility for service request handling on the Service Desk
Continuously update the ticketing tool and MS Teams channel with incident progress updates
Work on challenging escalations and be patient/polite in driving the incidents and communicating to global customers
Coordinate with various global support teams in restoring the services back to normal operations
Remain engaged and proactively follow up for incidents transferred to partner teams
Resolving client issues that are within the scope of their capability and are documented in the troubleshooting guide within the specified Service Level
Agreements/Operational Level Agreements.
Install and configure new IT equipment including end-user computers in all locations
Maintain inventory of IT-related hardware and software assets
Perform telephone support to staff in the use of required technology-related tools

Bachelor Of Technology (B.Tech/B.E): Electrical, Electronics Engineering Technologies