Chinni Palem
On-Call Support Representative
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About
Dedicated and customer-focused support professional with over 4+ years of experience in On-Call IT support and client service. Skilled in handling technical issues related to authentication, server restarts, software installations, and system troubleshooting. Proven ability to support diverse clients in the IT, banking, and gaming sectors.
Also experienced in food service operations including cooking and cash handling. Recognized for strong communication skills, quick problem-solving, and maintaining high levels of customer satisfaction.
Experience
On-Call Support Representative - TTEC - Montreal, QC
(2024-11 - 2025-07)
- Provided 24/7 technical support for IBM clients, resolving issues related to authentication failures, server restarts, and system access.
- Installed and troubleshooted various software applications across client environments.
- Collaborated with internal IT teams to escalate and resolve critical incidents in a timely manner.
- Worked closely with cross-functional teams using Microsoft Teams to coordinate resolutions and communicate updates.
- Used Jira Boards to track incidents, manage task progress, and prioritize support activities.
- Assisted in data access and support requests involving Snowflake, including connection issues and permission troubleshooting.
- Maintained high customer satisfaction through effective communication and problem-solving.
Shift Manager - Genpact - Hyderabad, India
(2022-08 - 2024-09)
- Supervised daily restaurant operations, ensuring smooth service during assigned shifts.
- Managed and trained team members, delegated tasks, and provided on-the-spot coaching.
- Oversaw food quality, safety, and cleanliness standards in accordance with company policies.
- Handled customer inquiries and resolved complaints to maintain high satisfaction levels.
- Managed cash handling procedures including opening/closing tills and end-of-day reconciliation.
- Assisted in inventory management, ordering supplies, and minimizing food and labor costs.
On-Call Support Representative - Tech. Mahindra - India
(2020-07 - 2022-06)
- Provided remote technical support to global clients in the banking and gaming sectors, ensuring timely resolution of issues and minimal disruption to business operations.
- Responded to user incidents related to login issues, access permissions, software malfunctions, and performance bottlenecks.
- Utilized SQL databases to retrieve and verify customer data for troubleshooting and reporting purposes.
- Monitored system health and job statuses, proactively identifying and resolving critical issues.
- Collaborated with cross-functional IT teams to escalate complex issues and implement long-term fixes.
- Maintained detailed documentation of support cases in ticketing systems, following ITIL-based processes.
- Participated in weekly review meetings to share insights and suggest improvements to support processes.
- Delivered consistent, high-quality customer service, contributing to strong client satisfaction scores.
Education
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering - Jawaharlal Nehru Technological University Hyderabad (JNTUH)
