P Pooja

Address: B2, Sri Residency , Ramamanayya Peta Kakinada Andhra Pradesh

Phone Number: +91-9652024264
Email address: pooja.pasupuleti@gmail.com

Objective
To acquire knowledge and enhance conceptual abilities for the achievement of
professional excellence and personal growth

Skills and Strengths

Good logical and analytical problem solving skills
Good at handling people and impart training
Quick Learning ability, Self-motivation, Honesty & Integrity and passion to succeed

Education
Bachelor of Technology (ECE) Sri Sai Aditya College of Science and Technology Year
2011 67%
Intermediate (MPC) From Narayana College 2007 86%
10th from Ashram Public School, CBSE 2005 63%

Technical Expertise
Operating Systems: Windows XP, Windows vista, Windows 7 and Windows 8 -
Expert
Hardware & software: Complete hardware & software knowledge of laptops &
desktops - Intermediate
Languages: C, C++, Java, & DBMS Beginner
ITIL Trained

Work Experience
Unisys India Private Limited, January 2013 till date
1. Joined as a Service Support Associate for Shared Desk Process
Work Responsibilities:
Handle calls for all the Processes Henkel, Ashland and Capital One
Providing support to end users for all the technical related issues and act as the first
line of contact for any IT Related issue
Providing Remote assistance to the end user using various tools
Providing support via call, email and chat
 Ensuring maximum first line fix and Customer satisfaction by the end of the call, chat
or email
Ensuring utmost quality on all the calls and 100% process adherence
Co-ordination with second line support and other teams for major issues and outages
Document all the Incidents and service requests, also providing status and tracking
every ticket until resolution
Adhering to Roster and ensuring 100% availability as per IEX
2. Promoted to Request Management for Global Accounts in March 2014
Work Responsibilities:
Creating/Updating of requests on a daily basis on Remedy
Identifying the scope of each requests and processing the same accordingly
Following up on requests and ensuring resolution for each of the request
Ensuring the pending requests are followed up and completed as soon as possible
Identifying the issue and ensuring that no requests are raised of any Incidents
Ensuring 96%+ accuracy in assigning of the requests to avoid bounce backs
Following the set Checklist on each of the request and ensuring 100% Process
Adherence
Acted as a mentor for new joiners and have also conducted process training for new
updates
Achievements at Workplace:
Have been the best performer on CSAT for two quarters from the last four quarters
Always have been in top 20% or Performers
Have gained knowledge of all the processes and expert in handling all the on call and
off call activity for all the three processes
Have been awarded the Process champ of the year for Zero defects in request
processing

Academic Presentations
Presented paper on IRIS RECOGNITION at KIET College of Engineering.
Presented paper on HUMAN COMPUTER INTERACTION at KIET College of Engineering.
Presented paper on LOCAL AREA AUGMENTATION at Chaitanya Institute of Science
and Technology

Personal Details
Fathers Name : P Srinivas Rao
Age & DOB : 23 years & 30-11-1989
Marital Status : Single
Nationality : Indian
Declaration
I hereby declare that the informations furnished above are true to the best of my
knowledge.
Place: Hyderabad
Date: P Pooja