Open to opportunities

sowmya cpati

@sowmyacpati

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IT Service Desk Analyst with expertise in technical support and troubleshooting.

India

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What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative environment, and the chance to utilize my technical skills to solve complex problems.

I am an IT Service Desk Analyst with over 2 years of experience in the IT industry, specializing in technical support and troubleshooting. My journey has equipped me with the skills to analyze complex situations and deliver prompt resolutions, significantly enhancing productivity. I pride myself on my excellent interpersonal and communication skills, which allow me to effectively handle pressure while maintaining high-quality service.

In my most recent role as a Technology Operations Analyst at eTeam Info Services, I provided L1/L2 support, managing over 25 priority tickets daily and resolving a wide range of software and hardware issues. My commitment to customer satisfaction is reflected in my exemplary scores, consistently achieving between 95-100% on all calls. I have a strong foundation in systems administration, user support, and cloud technologies, making me a valuable asset to any team.

Experience

Work history, roles, and key accomplishments

Technology Operations Analyst

eTeam Info Services Pvt Ltd

Jul 2022 - Present (2 years 11 months)

Provided L1/L2 support as the first point of contact for end-users, resolving software and hardware incidents via calls, emails, and chat. Managed over 25 Priority 1 tickets daily and handled more than 4000 calls during the tenure, ensuring timely and cost-effective resolutions.

Windows 10 PowerShell Oracle Lexmark Printers Zebra Devices

Endowment Committee Member

Lakeside United Methodist Church

Apr 2012 - Present (13 years 2 months)

Assisted the Committee President as Assistant Treasurer, preparing various financial reports including treasurer reports, balance sheets, and revenue expenditure reports using Microsoft Excel. Scheduled and planned meetings, and served as the minutes writer.

Microsoft Excel LOGOs Accounting Software Financial Reporting Payroll Processing

Call Quality Analyst

Allsec Technologies

Feb 2007 - Present (18 years 4 months)

Analyzed international outbound recorded calls to provide feedback to operational management, identifying calls that failed to meet predefined standards. Evaluated call behaviors for regulatory compliance and adherence to policies, and provided internal compliance reporting.

Call Quality Analysis Regulatory Compliance Quality Management

Education

Degrees, certifications, and relevant coursework

Jawahar Lal Technological University

Bachelor of Science, Computer Science Engineering

Completed a Bachelor of Science in Computer Science Engineering. This program provided a strong foundation in various aspects of computer science.

IT Support Training

IT Support Specialist Trainee, IT Support

Successfully completed rigorous IT Support training, including 4 weeks of intensive hands-on training and mentorship. Gained expertise in troubleshooting retail business devices such as printers, Sig Cap devices, cash registers, Zebra devices, scan guns, thin client PCs, and paint machines.