Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kavya Masetty

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Desk Analyst

Lexel Systems
08.2022 - Current
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Generate reports on service desk performance and user trends.
  • Assist in managing IT assets, including tracking inventory and maintaining asset records.
  • Trained new team members by relaying information on company procedures and safety requirements.

IT Technical Support Specialist

Pulse Energy
01.2019 - 08.2022
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
  • Researched product and issue resolution tactics to address customer concerns.
  • Monitored systems in operation and quickly troubleshot errors.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted with updating technical support best practices for use by team.
  • Translated complex technical issues into digestible language for non-technical users.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Configured hardware and granted system permissions to new employees.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Monitored system performance to identify potential issues.

IT Help Desk Technician

Omnitech Ltd
03.2016 - 09.2018
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Monitored systems in operation and quickly troubleshot errors.
  • Configured hardware and granted system permissions to new employees.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Translated complex technical issues into digestible language for non-technical users.

IT Help Desk Technician

NTech College
08.2015 - 02.2016
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Configured hardware and granted system permissions to new employees.
  • Assisted with updating technical support best practices for use by team.
  • Monitored systems in operation and quickly troubleshot errors.
  • Documented support interactions for future reference.
  • Performed tests of functionality, security, and performance of different workstations and devices.

Education

Diploma in Level 7 Computing And Networking

Ntech College
Auckland, NZ
07.2015

Bachelor of Science - Electrical, Electronics And Communications Engineering

SRTIST
India
06.2013

Skills

  • Client Relations
  • Technical Support
  • Guest Services Agent Training
  • Local Attraction Knowledge
  • Remote Technical Support
  • Application Support
  • Incident Management
  • Technical Troubleshooting
  • Delivery Management
  • Help Desk Support
  • Customer Needs Assessment
  • System Maintenance
  • Hardware Configuration
  • Troubleshooting Network Issues
  • Equipment Inspection
  • Technical Documents Comprehension
  • Employee Computer Support
  • Application Installations
  • Service Desk Team Management
  • Workforce Planning
  • Chat GPT
  • Python

Certification

  • Python for Data Science, AI and Development
  • Prompt Engineering for Chat GPT


Timeline

Service Desk Analyst

Lexel Systems
08.2022 - Current

IT Technical Support Specialist

Pulse Energy
01.2019 - 08.2022

IT Help Desk Technician

Omnitech Ltd
03.2016 - 09.2018

IT Help Desk Technician

NTech College
08.2015 - 02.2016

Diploma in Level 7 Computing And Networking

Ntech College

Bachelor of Science - Electrical, Electronics And Communications Engineering

SRTIST

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Kavya Masetty