Meghana Guda

IT Support Engineer with 1.7+ years of enterprise experience providing Level 2 (L2) technical support and remote troubleshooting across Windows OS, MS Outlook, MS Teams, Citrix, VPN, VDI, and security applications. Skilled in incident and request management using ServiceNow and other applicable software, SLA compliance, ticket routing/escalation, and creating SOPs for recurring issues. Recognized for excellent communication skills, empathy, and the ability to pacify and resolve issues for irate or frustrated customers while providing accurate product and service information and maintaining detailed call logs and documentation.

Combines hands-on Python and SQL development experience with strong analytical thinking, cross-functional collaboration, and an eagerness to learn new technologies. Certified in Cisco CCNA Networking Concepts, AWS Cloud Foundations, and AWS Data Centre Technician. Seeking a System Engineer L2 / Technical Support role to deliver responsive, customer-focused IT support.

Technical Support Engineer - Accenture (Contract via Adecco)

(2024-12)

• Resolved an average of 15 tickets per day across Windows OS, Outlook, Teams, Citrix, VPN, and VDI for enterprise end users, with an average resolution time of 30-45 minutes.
• Maintained 99% SLA compliance across all logged incidents and service requests in ServiceNow.
• Answer incoming calls and respond to customer emails in a timely manner, using excellent communication skills to empathize with and pacify irate customers while providing product and service information.
• Research required information using available resources and applicable software to identify, offer, and resolve customer complaints and technical issues.
• Log, categorize, and track incidents and service requests in ServiceNow, maintaining accurate call logs and complete documentation per standard operating procedures.
• Identify and escalate recurring incident trends to supervisors, and create SOPs for new issues and resolutions to support future troubleshooting.
• Route calls and tickets to the appropriate resources and domains best suited to support the end user.
• Manage user access provisioning and account administration as part of the incident-resolution workflow, staying eager to learn new technologies and tools.
• Collaborate with cross-functional IT teams to implement fixes, improve support operations efficiency, and provide proactive status updates to customers.

Python Developer Intern - Techplement

(2024-08 - 2024-09)

• Built a secure password manager application using Python and SQL, implementing data encryption to protect stored credentials.
• Designed relational database schemas and applied secure data-handling practices for sensitive user information.
• Participated in debugging, testing, and iterative feature refinement based on user feedback within an Agile workflow.

B.Tech - Computer Science & Engineering - Sumathi Reddy Institute of Technology for Women, JNTU Hyderabad (2023)

Intermediate - MPC - Sai Shivani Junior College, BIE Telangana (2019)

SSC - 10th Grade - Telangana State Model School (2017)