Chinna Patnala

I am an ITIL V4 certified professional with three years of experience in SaaS-based applications support. My journey in the IT field has been marked by a strong commitment to learning and skill development, especially after re-entering the industry following a career break. I have a proven track record in support activities, incident management, and root cause analysis, which has enabled me to deliver exceptional service to clients.

During my tenure at Tech Mahindra, I provided support for an Australian client with a user base exceeding 900,000 customers. I successfully resolved over 150 technical support tickets weekly, maintaining a remarkable 98% customer satisfaction rate. My ability to collaborate with cross-functional teams and mentor new support agents has not only improved service efficiency but also increased team productivity by 20%. I thrive in dynamic environments and am always eager to learn new technologies, including practical applications of AI tools like ChatGPT.