Rokalla Yamini

I’m a Senior Analyst at HCL Tech (since April 2025), focused on receiving, logging, and tracking incidents and service requests via phone, email, and chat, then performing initial troubleshooting using predefined SOPs and knowledge bases. I resolve common IT issues—password resets, account lockouts, Outlook, printer, VPN, and basic network connectivity problems—while providing clear how-to support and communicating resolution status to end users.

Previously, I worked as an Operations executive at Concentrix Daksh Pvt Ltd (August 2023 – December 2024), providing remote and on-site IT support to minimize downtime and speed up issue resolution. I installed, configured, and troubleshot client application software, supported users through basic troubleshooting, handled password resets and BitLocker recovery key assistance, and managed incidents and service requests using the Zendesk ticketing tool—maintaining high customer satisfaction (CSAT) aligned to service metrics.