Open to opportunities

Shravya Rai

@shravyarai

IT support specialist delivering fast, customer-focused technical troubleshooting across hardware, software, and hosting systems.

India

Message

What I'm looking for

I’m looking to work with maximum potential in a challenging, dynamic environment with diverse people—enhancing my professional skills through continuous learning, delivering reliable technical support, improving customer satisfaction, and supporting career growth.

I’m a Technical Process Specialist focused on delivering front-line technical support in high-volume service desk environments. From 2023–2025 at Infosys BPM, I resolved hardware and software issues through ticket-based workflows in ServiceNow, using remote diagnostics to address OS errors, application failures, and incident root causes.

I previously worked as a Technical Support Associate at Diya Systems (2021–2023), providing live chat support for BlueHost customers and troubleshooting websites, domains, DNS settings, migrations, and email configurations. I document detailed ticket notes and knowledge base articles, manage ticket lifecycles aligned with ITIL best practices, and escalate complex cases to L2/L3 teams to maintain SLAs and minimize downtime.

Experience

Work history, roles, and key accomplishments

Technical Process Specialist

Infosys BPM

Jan 2023 - Jan 2025 (2 years)

Provided front-line technical support in a high-volume service desk environment, resolving hardware and software issues for end users via ServiceNow tickets. Conducted remote diagnostics using LogMeIn, documented root causes, and managed incident lifecycle to ensure SLA adherence using ITIL practices.

ServiceNow ITIL Incident Management Support Software

Technical Support Associate

Diya Systems

Jan 2021 - Jan 2023 (2 years)

Delivered real-time live chat technical support for BlueHost customers, troubleshooting websites, domains, hosting services, and email configuration issues. Handled high-volume inquiries with step-by-step guidance, escalated advanced cases, and maintained detailed ticket documentation to minimize downtime.

Live Chat Support BlueHost Support Domain Management Technical Escalation