Navaneetha Kamsali

• Managed and coordinated the response to critical incidents impacting customer experience, resulting in a 30% reduction in resolution time. Developed and implemented a comprehensive incident management program, including emergency operating procedures and communication strategies. Collaborated with cross-functional teams to drive process improvements and automation, leading to a 20% increase in operational efficiency.
• Lead a team of TechBar technicians by providing guidance, training, and support to ensure effective and efficient technical walk-up experience for colleagues.
• Provide on-site technical support to colleagues that includes, troubleshooting hardware and software related issues.
• Demonstrate a high-level of technical proficiency in diagnosing and resolving hardware issues.
• Offer an exceptional customer service and support experience to colleagues at the technical bar within designated local offices.
• Manage ticket queues and priorities escalations based on established SLA's.
• Providing clear direction and guidance to team members.
• Demonstrating professionalism, work ethic, and commitment to the team's goals to set a positive example for others.
• Promoting a sense of unity and collaboration among team members, encouraging teamwork, and fostering a positive team culture.
• Responsible for the achievement of Key Performance Indicators (KPI) and implementing improvement measures for any metric failures.
• Collaboration with other IT teams to ensure the seamless integration of systems and resolve various complex technical issues that cannot be resolved remotely.
• Support the business in aligning existing or new service delivery, support solutions to meet requirements and expectations whilst aligning to company strategies
• Escalate unresolved or systemic issues to the appropriate IT support teams and follow-up to ensure timely resolution.
• Create or update existing documentation for common technical issues that facilitate colleague self-service. Effectively allocating resources, including personnel, to ensure tasks are completed efficiently and within deadlines.
• Inspiring and motivating team members to perform at their best, recognizing and rewarding achievements, and addressing any issues affecting morale.

• Stability Support Desk is team of first responders of stability issues affecting tools, devices, applications investigated, documented, escalated, and followed up issues while working closely with their customers, monitored and acted as supervisor to fix errors faced by social media content reviewers. both engineering and vendors around world for all Facebook Employers (Average of 30 tasks daily and 2000 plus bug reports).
• Investigated, troubleshot, documented and responded to customers, about hardware and software issues, also escalated issues by setting up priority level to engineers, updated complete team and looked into necessary actions being taken.
• Communicated ongoing incidents to customers and internal stakeholders, translating technical jargon into easy-to-understand communications.
• Facilitated incident mitigation, recovery, and resolution for high-risk incidents, ensuring prompt and efficient response.
• Collaborated with personnel and teams across the organization to ensure the best possible customer experience.
• Referred major hardware or software problems or defective products vendors or technicians for service.
• Prepared evaluations of software or hardware, and recommend improvements or upgrades.
• Used performance reporting and user analysis to identify appropriate user training initiatives to ensure highest levels of knowledge and adoption of technology in relation to software and systems.
• Applied critical thinking to complex requests, and provides as much context and information as possible to deliver best solutions as quickly as possible.
• Looked round for feedback from other Technicians to optimize and improve support, while also maintaining solid understanding of general user support needs and requirements.

• Monitor and carry out tasks through JIRA ticketing system
• Responding to incidents submitted by customers and internal staff using multiple mediums and methods based on time critical and status changes.
• Determining severity and urgency of incident based on service level agreements and taking immediate action to restore service or escalate as appropriate, while prioritising multiple simultaneous tasks.
• Initiating multiple simultaneous internal and external escalation paths for 2nd and 3rd tier support when required.
• Be a participant in centralised communications structure for Customer notifications and updates, requesting involvement of customer, second and third tier support organisation when appropriate.
• Understand process for diagnostic methods of troubleshooting data center equipment
• Produce periodic status reports on utilization, progress, downtime, performance and costs
• Self-perform server diagnostic and troubleshooting
• Following defined processes to proactively check the health and welfare of applications and infrastructure.
• Constant eyes on glass monitoring. Visually and spatially correlating multiple monitoring systems and application components, responding to alarms and traps.
• Directing multi-resource communications bridges for coordination when severity or impact warrants.
• Compiling all event history and preserving it for conducting a thorough root cause analysis or post incident reporting.

Worked as a device support specialist for Kindle and Alexa, my role is to be the front line interface between Amazon and vendors/content publishers, engineers.

• My role is to understand the application test procedures and how to use applicable software and tools.
• Executed test instructions and report test results accurately and promptly.
• Reported if any deviations observed
• Understand any changes in test instructions related to their assigned work
• Follow defined processes to perform assigned work
  • Process and responded over call, chat and email
  • Worked on developing personalized responses for publisher questions.
  • Interacting with external parties like customers and suppliers comfortably.
  • Ensure Route payment concerns to Accounts Payable..
  • Worked with engineering expertise.
  • Work with customer service manager in documenting process flows.

• Understanding the process, evaluated & provided resolution to 40 Verizon customers over the chat and phone on a given day
• Maintained the LAN TCP/IP network.
• Configuring and handling tablets, MAC, Windows, mobile devices, Macintosh, Managing DNS, DHCP, active Directory, Anti-Virus products, Ethernet, wireless routers and Firewall configuration.
• Helped in Installation of OS and Appropriate software on other devices
• Assisted users in connecting computer peripherals, such as printers, routers also guided them in installing cables through remote assistance when required.
• Seek information from internal knowledge base guides, manuals, documents, open tickets to provide the best solution
• Scheduled technician and replaced modems devices when necessary. Documented the customer contact information accurately.