Divya Reddy Sarugari
Technical Support Specialist - Level 1
Hyderabad
Summary
To pursue a professional career in an organization wherein I can constantly grow, acquire specific skills at each level and give my best efforts to work for overall stability and prosperity of the organization.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist
Diebold Nixdorf
08.2024 - Current
- Provide technical support to field technicians and internal staff through chat, email, or phone.
- Assist technicians with software installation, configuration, and updates on client or internal systems.
- Diagnose and troubleshoot network-related issues, including connectivity, performance, and configuration problems.
Support troubleshooting efforts for hardware and system errors, ensuring timely resolution or escalation when needed. - Maintain accurate and detailed documentation of all support activities in the company’s ticketing tool, and coordinate with cross-functional teams to resolve complex issues.
Follow standard operating procedures (SOPs), and adhere to established SLAs for response and resolution times.
Identify recurring problems, and assist in developing knowledge base articles or process improvements.
Participate in team meetings and training sessions to stay updated on new technologies, tools, and policies. - Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Technical Support Specialist
Examity
03.2022 - 08.2024
- Provide live technical support to test takers via chat, email, or phone during exam sessions.
- Troubleshoot hardware, software, and network-related issues (e.g., webcam, microphone, browser, and internet connectivity).
- Guide candidates through system checks, installations, and configurations of secure testing platforms.
- Document all support interactions and resolutions accurately in the internal ticketing system. Provide live technical support to test takers via chat, email, or phone during exam sessions.
- Troubleshoot hardware, software, and network-related issues (e.g., webcam, microphone, browser, and internet connectivity).
- Guide candidates through system checks, installations, and configurations of secure testing platforms.
- Document all support interactions and resolutions accurately in the internal ticketing system.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Education
Bachelor of Engineering - Computer Science And Engineering
Avanthi Scientific Technology And Research
Hyderabad, India 05.2001 -
Intermediate
M.P.C Narayana Junior College
Hyderabad, India 05.2001 -
Techno Gurukul High School
Hyderabad, India 05.2001 -
Skills
Customer experience management
Timeline
Technical Support Specialist
Diebold Nixdorf
08.2024 - Current
Technical Support Specialist
Examity
03.2022 - 08.2024
Bachelor of Engineering - Computer Science And Engineering
Avanthi Scientific Technology And Research
05.2001 -
Intermediate
M.P.C Narayana Junior College
05.2001 -
Techno Gurukul High School
05.2001 -