Gummadavelli625 User
@gummadavelli625user
I resolve enterprise technical incidents, manage access, and improve support operations through root-cause analysis.
IndiaWhat I'm looking for
I'm currently a System Administrator at Tata Consultancy Services, managing high-priority incidents, service requests, user access, role permissions, and software installations while maintaining SLA adherence.
I investigate recurring incidents through root-cause analysis, coordinate infrastructure changes, and work with engineering teams to implement permanent fixes that reduce ticket volume and disruption.
Previously at Cognizant, I resolved Tier-1 technical incidents, managed Active Directory configurations, and supported Windows, macOS, VPN, hardware, software, and network troubleshooting with 90%+ first-contact resolution.
My background also includes customer technical support at Wipro and geospatial data operations at Global Logic, where I led workflows, mentored teammates, audited quality, and trained new hires.
Experience
Work history, roles, and key accomplishments
Managed end-to-end incident lifecycles and IT service requests, ensuring SLA adherence and minimizing downtime. Conducted root cause analysis, coordinated change management, and authored knowledge base articles.
Resolved Tier-1 technical incidents and fulfilled service requests, achieving high first-contact resolution and SLA compliance. Provided troubleshooting, escalation, and knowledge base curation.
Provided real-time technical support via chat, resolving software and hardware issues and escalating complex cases. Trained interns and maintained high customer satisfaction.
Process Associate
Global Logic Technologies
Apr 2016 - Jun 2017 (1 year 2 months)
Performed geocoding, digitization, and spatial data validation for map datasets. Acted as pod lead, mentored new team members, and conducted quality assurance.
Education
Degrees, certifications, and relevant coursework
Vision PG College
MBA, Human Resource Management
MBA in Human Resource Management from Vision PG College, Hyderabad, completed in 2020.
Aurora College
B.Tech, Computer Science
B.Tech in Computer Science from Aurora College, Hyderabad, completed in 2015.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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