Archana Villengula
Support Engineer
Hyderabad
Summary
Dynamic Support Engineer with over 4.5 years of experience at Wipro Technologies, specializing in incident management and fostering strong client relationships. Excelled in remote support and effective communication, significantly improving customer satisfaction. Proven track record in leading teams and enhancing service delivery through meticulous issue documentation and solution implementation.
Overview
10
10
years of professional experience
1
1
Certification
3
3
Languages
Work History
Support Engineer
Wipro Technologies
06.2015 - Current
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented solutions to solve customer issues and increase satisfaction. And also monitored the tickets in order to maintain SLA for the team.
- Documented issues and solutions to enable tracking history and maintain accurate logs for future references.
- Developed strong relationships with key clients, acting as their primary point of contact for all team related concerns in absence of Team lead.
- Driven team during the absence of lead and actively participated in team lead related activities.
- Worked in different project as client support engineer.
- Maintained good working relationship with team to maintain good interactive environment.
- In my first project I worked in wipro internal project HCIT. This projects provides application to hospitals to maintain medicines, patients and financial related data. I worked in Application Manual testing role back in 2015 to 2017.
- I have overall experience of 4.5 years as employee and 5 years as Student in Wipro.
Education
Master of Science - Computer Science
AV College of Arts, Science And Commerce
Secunderabad, India 04.2001 -
Bachelor of Science - Computer Science
Ekashila Degree College
Jangaon 04.2001 -
Skills
Remote support
Incident management
Application installations
Application support
Software support
Customer education
Remote assistance
Ticketing systems
Team collaboration
Multitasking Abilities
Effective communication
Certification
IT Project Management - Delivering Successful IT Projects
Timeline
IT Project Management - Delivering Successful IT Projects
12-2024
Support Engineer
Wipro Technologies
06.2015 - Current
Master of Science - Computer Science
AV College of Arts, Science And Commerce
04.2001 -
Bachelor of Science - Computer Science
Ekashila Degree College
04.2001 -
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