Ananta Jyothi Sirimalla
Hyderabad
Summary
- 7+ years of experience in Telecom and support industry.
- Experienced as an associate, Subject Matter Expert, mentor, cross process trainer and production support specialist.
- Worked in various domains such as Telecom-Ethernet provisioning, technical support, eCommerce operations, credit card- collections.
- Ready to work in new technologies and processes, always open for learning and passionate to gain knowledge, can adapt to the new environment quickly and add value to the company.
- Trained in functional BA-Business Analyst concepts.
Overview
20
20
years of professional experience
Work History
Production Support Specialist
Wipro Technologies Ltd
03.2022 - 09.2023
- Operations specialist in the area of provisioning mediation.
- As a part of the Openreach Fibre network delivery team, mainly involved in providing end to end service order delivery of fixed line network using Comptel InstantLink 8.0.
- Involved in tracking of service order management, order progress, task monitoring, network monitoring, fault order monitoring in Work force client.
- Co-ordination with network and order management teams to resolve provisioning and activation issues.
- Attend daily stand-up calls and meetings to discuss issues related to the Ethernet service order delivery.
- Debugging the production issues for service fulfillment and activation w.r.t InstantLink, BST, OM, WFC and NEI.
- Ensure quality of service through timely resolution of service requests.
- Resolution of defects and testing the solution.
Senior Collections Representative
Synchrony Financials
03.2021 - 09.2021
- Analysing the credit card payment issues of the customers and educating them to make timely payments to avoid any further charges
- Researching the transactions responsible for the credit balance and convince the customers to make partial or full payments
- Providing efficient credit solutions to the customers.
Subject matter expert (SME)
Amazon Development Center
12.2006 - 01.2010
- Involved in mentoring and coaching activities
- Worked as part of the seller support team called TAM which primarily resolves the seller queries regarding their sales and product listings through emails
- Continuously monitoring the web portal and the remedy ticketing system to solve the tickets
- Take weekly and monthly reports from the data base to analyse the ticket trends
- Was responsible for closing the tickets as per SLA
- Take ownership and work towards problem resolution
- Handled cross process training to the team.
Technical Support Expert
Dell International Services
11.2003 - 01.2006
- Worked in US technical support team
- Mainly involved in resolving the technical issues related to Laptops, Desktops, Printers, Routers, Network, Hardware/Software of the Dell customers
- Resolving Level 2 issues and handling escalations
- Monitoring and closing the tickets raised for the technical support team
- Provided mentoring to new joiners and support in improving their CSAT scores by sharing the best practices.
Education
M.Sc (Information Systems) -
Osmania University
Hyderabad, India07.2003
BCA (Bachelor of Computer Application) -
Osmania University
Hyderabad, India04.2001
Skills
- Telecom OSS/BSS
- Comptel InstantLink 80, BST, OM and WFC
- Agile and scrum framework
- Provisioning error analysis and resolution
- Attention to details
- Leadership qualities
- Taking ownership
Languages
English
Hindi
Telugu
Domainexpertise
- Telecom - Fixed line
- Credit cards and payments
- ECommerce
- Hardware knowledge
Timeline
Production Support Specialist
Wipro Technologies Ltd
03.2022 - 09.2023
Senior Collections Representative
Synchrony Financials
03.2021 - 09.2021
Subject matter expert (SME)
Amazon Development Center
12.2006 - 01.2010
Technical Support Expert
Dell International Services
11.2003 - 01.2006
BCA (Bachelor of Computer Application) -
Osmania University
M.Sc (Information Systems) -
Osmania University
Similar Profiles
Shubham PatilShubham Patil
Administrator at Wipro Technologies LtdAdministrator at Wipro Technologies Ltd
Nitish Kailas GaikwadNitish Kailas Gaikwad
Administrator at Wipro Technologies LtdAdministrator at Wipro Technologies Ltd
PRANAY KUMAR REDDY GANGIREDDYPRANAY KUMAR REDDY GANGIREDDY
Technical Business Analyst at Wipro Technologies LtdTechnical Business Analyst at Wipro Technologies Ltd