Abhishek A. ReddyPlot no. 14,

Azad hind Nagar,Opp Suresh Decorations,

Nagpur- 440022Hand phone: +91-9503420924

E-mail: abhishek.reddy2@gmail.com

Summary of Experience

Experience of almost 6 years in IT/Telecom services with the good background of Incident Management, Service Desk, Service Delivery and Project Management. Very flexible, multi-tasking with the priorities and comfortable working independently. Proficient in dealing with the Critical situation and resolve them on priority. Good communication and customer relation skills.

Work Experiences

Senior - Service Delivery Associates (23rd March 2012 – Present)at SunGard IT Availability Services, LLC

Provide high levels of Customer Service while processing inbound calls for both production impacting and non-production impacting issues.

Create appropriate ticket type with accurate and detailed information. Properly route calls to different parts of the organization. Process e-mails from assigned in-boxes throughout the day while maintaining

e-mail SLA. Process Outside Vendor Maintenance e-mails throughout the day, accurately

craft notifications to SunGard customers to notify them of upcoming vendor maintenance within documented SLA

Accurately process Change Notifications to customers regarding scheduled maintenance within documented SLA

Monitor ticket queues, accurately route tickets and ensure appropriate documentation and ticket CTI’s are completed prior to reassignment

Complete Security resets for internal SunGard employees Complete Portal administration for customers and SunGard employees Escalate issues across different parts of the organization, including SunGard’s

Resume: Abhishek A. Reddy

executive members Assist with SunGard Crisis outages Assist with crafting the internal/external MASS Communications to customers Report process failures to your Manager/Supervisor with suggested fixes First Call Resolution Works with internal/external customers to diagnose, identify, research and

resolve incidents and service requests from inbound calls Utilizes knowledge base, problem database and confers with internal and

external technical personnel to affect timely resolutions Eliminates and reduces incident volume experienced by incoming calls

through problem detection and investigation

Delivery Specialist (22nd December 2010 – 22nd March 2012) at WNS Global Services.

Provide functional and technical support to customer across regions by processing E-mails from assigned in-boxes throughout the day while maintaining e-mail SLA.

Provide high levels of Customer Service while processing inbound calls for both production impacting and non-production impacting issues develop a technical understanding of the product

Chair the conference call to implement the product at site Carry out regular reviews of the progress of the requests and, dependent on

the outcome, engage the relevant people to ensure connections are delivered correctly in agreed time frames or according to the defined project plan

Pro-active communication of the status of those issues with the clients Develop a customer centric approach and ability to multi-task

Base Trans-Receiver system’s Engineer (11th October 2009– 08th May 2010) atQ-Tel System.

Installation and Commissioning of 15 and 40 meterstowers at various substations of BSNL in Pune Sangli, Sholapur, Ahmednagar

Validation for getting approvals for Radiating connections of various Cell Sites of BSNL,Public Sites, Alcatel Location

Responsible for handing project related materials and T&P’s to workers

Resume: Abhishek A. Reddy

involved in Alcatel-Lucent BSNL 3G Projects.

Site Engineer (2007– 2009) at Nutan Electricals.

Responsible for Installation and Commissioning of 33/11KV indoor substations at various locations for MSEDCL in Nagpur.

Responsible for Installation and Commissioning of 250 DTC’s at various locations for MSEDCL in Nagpur

Responsible for Special Earthing works at 132 KV Substation (MSEB) at Hingna situated in Nagpur

Education

Bachelor’s degree in IT Engineering from R.T.M.N. University (Nagpur Board) in the year 2009.

Diplomain EXTC from M.S.B.T.E (Mumbai Board) in the year 2006 S.S.C from St. Aloysius High School(Nasik Board)in the year 2003.

TrainingPrograms

Trained on PERCEPTION Trained on ISO AWARENESS 9001:2008

Certifications

MCP Certified Engineer. (MCSA 2003)

Additional qualifications

CCNS professional (CMS certified network specialist) include PC engineer, N+,

Resume: Abhishek A. Reddy

CCNA, Live Linux distribution, MCSA 2003, SDA.

Personal Details Date of Birth : 4thJuly1984 Gender : Male Marital Status : Unmarried Nationality : Indian Language : English, Hindi, Marathi. Location : Nagpur, India