Teja Padagala
@tejapadagala
Software Analyst delivering high-quality IT service desk support with ServiceNow, SLA adherence, and incident resolution.
IndiaWhat I'm looking for
I’m a Software Analyst with 2+ years of experience at Capgemini supporting end users across calls, chats, emails, and the portal. I’m known for fast ticket triage, clear escalation, and consistent documentation that keeps incidents moving while protecting SLA commitments.
In my current role, I manage password resets and user access through Active Directory, mentor junior associates with technical guidance, and prepare incident reports. Previously as a Software Associate (A3), I delivered L1 support, handled 40–50 tickets/day, troubleshot hardware/software and business application issues, and maintained strong SLA compliance with high FCR.
I bring a customer-centric mindset and measurable results—95% CSAT, 90% First Contact Resolution, and 90% SLA compliance—plus recognition as a Top Performer with client appreciations. My technical strengths include ServiceNow, Windows troubleshooting, Microsoft Office 365 support, VPN/network diagnostics, and remote tools like RDP and Citrix, along with MFA setup and account unlock/permission requests.
Experience
Work history, roles, and key accomplishments
Provided multichannel IT service desk support via calls, chats, email, and portal, performing ticket triage, prioritization, and escalation. Managed Active Directory password resets and user access, prepared incident reports, and mentored junior associates.
Delivered L1 support through calls, emails, chats, and ticketing tools, troubleshooting hardware/software and business application issues while handling 40–50 tickets per day. Maintained strong service outcomes with 95% CSAT, 90% first contact resolution (FCR), and 90% SLA compliance with accurate documentation.
Education
Degrees, certifications, and relevant coursework
RK Degree College
Bachelor of Computer Science, Computer Science
2019 - 2022
Completed a Bachelor of Computer Science (BSc) at RK Degree College from 2019 to 2022.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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