Looking for a job

Karanam Krishna Prasad

@karanamkrishnaprasad

L1/L2 Technical Support Specialist at Muvitaab Software Solution Pvt Ltd, improving ticket workflows and cutting resolution time by 20%.

India

Message

What I'm looking for

I'm looking for a role where I can provide L1/L2 IT support, resolve incidents and service requests, and help improve service delivery. I'm willing to work EST shift.

At Muvitaab Software Solution Pvt Ltd, I serve as the primary point of contact for IT incidents and service requests, resolving Level 1 and Level 2 tickets while maintaining a 95%+ customer satisfaction rating. I support Windows OS, end-user devices, business applications, email, and collaboration tools.

I streamlined ticket workflows and built an internal knowledge base, reducing customer wait times and Tier 2 escalations. I also led a ticketing-process automation project and cut ticket resolution time by 20% through troubleshooting and root-cause analysis.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Muvitaab Software Solution Pvt Ltd

Jan 2023 - Present (3 years 9 months)

Serve as primary point of contact for IT incidents and service requests, resolving 30+ Level 1 and Level 2 tickets daily within SLA while maintaining a 95%+ customer satisfaction rating. Streamlined ticketing workflow, reducing customer wait times and improving satisfaction scores by 15%.