Mohan Reddy C

+91-6301059941
chagantimohanreddy431@gmail.com
Bangalore, India
Summary

Around 2.4 years of Analytical Technical Support Engineer adept at technical support and
reporting. Highly computer-savvy. Dedicated and experienced in network and user support,
troubleshooting and software analysis.

Highlights
Proficient Troubleshooter
Quality Focused
Patient and Diligent
Technical Knowledge

Experience
Technical Support Associate
Dec 2022 - Mar 2023
Capgemini Technology Services India Ltd, Hyderabad.
Client: Honeywell Global Inc.,
Roles & Responsibilities:

• Hands on experience in Jira ticketing tool with knowledge of ticket priority, severity.
• Knowledge of ITIL process in incident management and request management.
• Providing support to end users through chat, call, and email.
• Experience in analyzing and resolving issues.
• Sending reports to manager regarding Incidents and Requests resolved or pending on dailybasis.
• Providing Remote desktop support through RDP and Skype for global clients in regionsAPAC, EMEA,
US.
• Experience in windows active directory AD, User account unlock, password reset, creation and
modification of DL, officeO365, outlook application, Email encryption andMicrosoft applications.
• Symantec PKI client installation, Cisco any connect, VPN setting.
• Monitoring job failure and job cancelled alerts and assigning tickets to 2nd level resolver groups in
OneClick tool.
• Logging Incidents/Requests as per user request through call, mail and chat and assigning self-
service tickets to associates and or respective team as a Jira admin.
• 24x7 on-call support & also documenting all the processes on issues caused and its solutions.
• Maintained composure and patience in face of difficult customer situations.
• Outlook troubleshooting.
• Excellent Customer interaction skill, commendable aptitude to learn new technologies and an
excellent team player.
• Software analysis.
• Closing the tickets with-in agreed service level agreement (SLA).
Graduate Engineer Trainee
Jul 2019 – Jul 2021
Seoyon E-HWA Summit Automotive Anantapur Pvt. Ltd., Anantapur
Project Title: KIA Motors
Roles & Responsibilities:

• Hands on experience in CA (Computer Associate) Service Desk manager ticketing tool.

• Knowledge and Trained in ITIL process in both Incident and Request Management.
• Good understanding of infrastructure & Linux application Troubleshooting.
• Provided support for medium complexity applications.
• Ensured to escalate unresolved issues to appropriate personnel.
• Provided technical production applications support and assistance to customers.
• Sending reports to manager regarding Incidents and Requests resolved or pending on
daily basis.
• Logging Incidents/Requests as per user request through call, mail and chat and
assigning self-service tickets to associates and or respective team.
• Providing remote desktop support through RDP and Skype/Lync.
• Provide on - call support for clients regarding online tool support.
• Maintained composure and patience in face of difficult customer situations.
• Closing the tickets with-in agreed service level agreement (SLA).

Education
● B.Tech in Mechanical Engineering - (60%).
Gates Institute of Technology-JNTUA - Anantapur, AP. 2013– 2017

Skills
Operating System : Linux, Window's.
Ticketing Tools : CA Service Desk Manager, CSPI, Jira.
Monitoring Tool : OneClick and Nagios.
Request Management Tool: IT Direct, IGA, PMP.
MS Excel, MS Word, Outlook, Skype/Lync

DECLARATION:
All the information furnished above is true to the best of my knowledge and I bear the
responsibility for the correctness of the above-mentioned particulars.

Place:
Date: (C. Mohan Reddy)