Sree Pilla

RESUME Sreelatha Email Id :-Mobile - PROFESSIONAL EXPERIENCE: Job Role: Senior Technical Support Representative: Job Profile: • • • • • • • • • • • Providing End Users Support to AT&T Employees. Providing Technical Support to client either through email and remote support. Troubleshooting and configuring Remote Control issues. Troubleshooting LAN connectivity such as Network interface card, Wireless connection Mapping Network share drives & Personal share Drives. Providing Administrative rights (Temporary & Permanent). Handling Network issue, Exchange server issue, Print server issue Mapping network printers and installing local printers. Configuring and troubleshooting Outlook email handling issues related to Mails, Calendar, PST files Group mailboxes & etc. Installing, configuring and troubleshooting. Virtual Private Network and Handling issues related to local internet connection and corporate intranet connections. Installation and troubleshooting all the Applications of AT&T Providing special access to the end users related to AT&T applications Handling issues related to MS office Handling other domain and account related issue Handling PC Re-images, Adding PC to Domain Handling Virus related issues. Previous Employer : HCL TECHNOLOGIES PVT LTD worked from 2010 NOVEMBER 29th TO June 28th,2013. Worked as L2 Senior Analyst Level in CDM operations (Microsoft.com Support)handling both application and infrastructure support issues relating to SQL, IIS, Site Scope etc. Also have knowledge of SCSM 2010, Ops-light , Vega. ROLE IN CDM OPERAITONS: ● ● ● The responsibility of 1st Level Support is to provide solution to received Incidents and work accordingly within SLA. If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups (2nd Level Support). Worked in SQL issues related to job failure and database issues, Drive Space, Log Shipping, Mirroring issues. ● Handled issues Pertaining to IIS,AD NLB ● Handle UTS tickets pertaining to issues raised by MSCOM and monitor till its closure. ● Handle Major incidents when there is any unplanned outage. Interaction with Site Services and other Server owners in case of any outage. Previous Employer: IBM INDIA worked from 2008 SEPTEMBERTO 2010 NOVEMBER Job Role : Senior Technical Support Representative: 1 RESUME Sreelatha Email Id :-Mobile - Job Profile: • • • Responsible to maintain All the domains (ATT, SBC, CINGULAR & BELLSOUTH). Providing End Users Support to AT&T Employees. Providing Technical Support to client either through online calls & remotely based on the requirement. . Troubleshooting and configuring Remote Control issues. Troubleshooting LAN connectivity such as Network interface card, Wireless connection Mapping Network share drives & Personal share Drives. Providing Administrative rights (Temporary & Permanent). Handling Network issue, Exchange server issue, Print server issue Mapping network printers and installing local printers. Configuring and troubleshooting Outlook email handling issues related to Mails, Calendar, PST files Group mailboxes & etc. Installing, configuring and troubleshooting. Virtual Private Network Handling issues related to local internet connection and corporate intranet connections. Installation and troubleshooting all the Applications of AT&T Providing special access to the end users related to AT&T applications Handling Escalation mailbox, working on ID enabling process Handling issues related to MS office 2003,2007 & 2010 Handling other domain and account related issue • ACHEIVEMENTS: Achieved Best Performer Award. • • • • • • • • Previous Employer : BRIGADE COORPORATION PVT LTD worked from 2006 DECEMBER TO 2008 SEPTEMBER Job Role : Worked as a Senior Technical Support Executive for Kensington Process Job Profile: Handling inbound calls related to Hardware replacements and Software Installations of the below devices : Mouse, Keyboards, Docking Stations, Pairing of Wireless Bluetooth mouse, keyboards, Wi-Fi and setting up Kensington locks. • • • Previous Employer : NIPUNA SERVICES PVT LTD worked from 2006JANUARY TO 2006 SEPTEMBER Job Role : Worked as a Trainee Technical Support Executive for AT & T Bellsouth ISP Process. Job Profile : ● ● ● Handling inbound calls related to Troubleshooting issues for ISP client for US. Knowledge of Web browsers, Microsoft Office applications. Solve issues relating to win 95 to 2k. EDUCATIONAL EDUCATIONAL BACKGROUND. • B Tech Computer Science 2 RESUME Sreelatha Email Id :-Mobile - TECHNICAL PROFICIENCIES Platform: Windows and Mac. CERTIFICATIONS: ITIL FOUNDATION CERTIFICATION PERSONAL STRENGTH: • Technical, problem solving and trouble shooting skills. • Able to work independently and efficiently and be part of a team to accomplish goals. PERSONAL DETAILS: Husband’s Name Date of Birth Martial Statis Gender Nationality : : : : : Pilla Vishwanadham- Married. Female Indian REFERENCE : Available upon request Place : Hyderabad 3 SREELATHA