Teja Katta Email & Phone Number

Santa Clara, Ca, Us

Collaboration:- Coach, mentor, and train Technical Support Engineers to address daily technical challenges.- Facilitate cross-functional collaboration to improve product quality by providing feedback based on common customer issues.- Foster a collaborative environment to ensure effective team communication and knowledge sharing.Customer Service:- Ensure a high level of customer satisfaction by overseeing the resolution of technical support cases.- Develop and maintain customer service standards and protocols to enhance the customer experience.- Handle escalated customer issues with professionalism and efficiency, ensuring timely resolutions.Type of Work:- Identify and address key areas for team improvement, providing guidance to support engineers in achieving their professional goals.- Implement and monitor performance metrics to ensure high levels of customer satisfaction.- Oversee the resolution of escalated technical issues, ensuring timely and effective solutions.Case Management:- Monitor case queues and ensure cases are being managed and resolved within established SLAs.- Analyze case trends to identify common issues and develop strategies to address them.- Utilize case management tools and systems to track and report on case resolution progress.Learning:- Recognize and analyze team pain points, developing strategies to enhance team efficiency and morale.- Promote continuous learning and professional development within the team.- Encourage the adoption of best practices and innovative solutions to improve technical support processes.

Santa Clara, Ca, Us

•Collaboration: Coach, mentor, and train engineers to help with day-to-day technical challenges. Help improve the product by providing feedback by analyzing the most common issues customers face in their day-to-day usage of the platform•Type of work: Identify key areas of improvement at a team level and provide guidance to engineers’ progress toward their goals.•Learning: Identify key pain points within the team and provide solutions that can help improve the overall health of the team

Santa Clara, Ca, Us

Collaboration: Work closely with customers to resolve their issues on their instance of the ServiceNow Platform. Applications that I primarily support include but are not limited to Agent Workspace, Virtual Agent, Forms & Fileds, Lists, Client scripts, Business rule, etc.Deliverables: Resolve ServiceNow implementation issues for customers Type of work: Primarily focus on providing front-end solutions for both out-of-the-box and custom ServiceNow applications Projects/Technologies: Leveraged HTML, CSS, JavaScript, Angular, ReactJS capabilities to provide optimal solutions Learning: Customer Interaction was the primary take away so far besides never-ending technical learning

Bentonville, Arkansas, Us

•Collaboration: Work closely with a product manager, scrum master, business directly(sometimes), and other teams on a daily basis •Deliverables: Work on backlog items which includes new product development, enhancements, and tech debts as well•Type of work: Primarily focus on providing front-end solutions for both legacy and cutting-edge applications•Projects/Technologies: Leveraged Angular, ReactJS capabilities to provide a seamless web experience to the users •Learning: Alongside with everyday responsibilities, Hack-a-thons, online courses help in continuous learning process

Bentonville, Arkansas, Us

• Collaboration: Work closely with product manager, scrum master, business directly(sometimes) and other teams on daily basis • Deliverables: Work on backlog items which includes new product development, enhancements and tech debts as well• Type of work: Primarily focus on providing front-end solutions for both legacy and cutting-edge applications• Projects/Technologies: Leveraged Angular, ReactJS capabilities to provide a seamless web experience to the users • Learning: Alongside with everyday responsibilities that sharpen tech & soft skills, Hack-a-thons, online courses help in continuous learning process

St Louis, Mo, Us

OVERVIEW:• Gained experience working on various SaaS and On-premise applications using different Software development methodologies• Developed responsive Public-facing websites and web applications using the front-end development technologies • Working in a Product Development Company, I assisted software teams in identifying and gathering requirements, understanding the user flows, and communicating them to the developers using wireframes, prototypes, and other UX techniques• Collaborated with creative people (UX Designers, Visual and Graphic Designers) in tasks that include research, ideation, storyboarding, wireframing, prototyping and research analysis PROJECTS:1. Developing Support Center Landing page to match the visual designs. Won the challenges in overcoming the limited responsiveness offered by Bootstrap v2.3 by handling it with some advanced jQuery and CSS techniques 2. Working closely with Business Analysts and Product Managers to understand design requirements, designing wireframes and mockups for a portal providing information appropriate to the user’s role3. Designing wireframes for an interactive event diagramming and seating tool to ensure accurate set-up with real-time check-in data carrying this product from ideation to design to get a feeling for the fundamental elements4. Designing Custom Speaker Portal(Public-facing) for Speaker/Abstract Management software for our client working with Digital Services team using Scrum method of Product development Communicating with the off-shore and internal teams, walking them through the functional/technical specifications helped me to learn the workflow for an outsourced project Promptly responded in developing wireframes which were interactive, semi-functional, and responsive (Mobile, Tablet, and Desktop versions) was critically-acclaimed by peers

Rolla, Mo, Us

• Tutor for Statistics, Algebra and Trigonometry, helping Undergraduates with their course work leveraging more than 5 years of teaching experience in India at my own institute “Excellent Tutorials”.• Showed enthusiasm to work as a wellness educator to promote healthy behaviors through awareness campaigns on stress management, sexual health and alcohol prevention.

Rolla, Mo, Us

As a volunteer for Lite Lab, I worked on many projects, ranging from logo design, data analysis, and data-driven design improvements for existing websites, games to various UX design consultations. Also, gathered and analyzed data using affinity diagrams, open coding, grounded theories, interviews, diary studies, etc. for different purposes.

Tutoring Mathematics and Physics to high school students

Mumbai, Maharashtra, In

• Trained on concepts such as Total Quality Maintenance(TQM), Total Productive Maintenance(TPM), Employee Safety, Customer Relationship Management.• Involved in the survey to take insights from customers about the design and appearance of the navigation system.• Took initiative to develop prototype of the user interface of the navigation and music system installed in the automobile by analyzing data from the feedbacks received by the Customer Service Department and the survey results.

Bangalore, Karnataka, In

• Came up with numerical analysis of the robust Supply-Chain Management(SCM) of the company and created visualizations to demonstrate the trends over last five years and submitted the results of my study to the Inventory department. • Conducted an online Customer Satisfaction Survey focusing on the usability and design of the machine to calculate the Customer Satisfaction Index. • Took initiative to publish a manual on the Organizational structure, Information & Material Flow and Vendor/Supplier relations used for internal training of employees.• Exceeded expectations for designing a Roller conveyor for effective handling and transfer of goods from inventory to assembly area to prevent accidents on the shop floor.• Showed enthusiasm to understand a detailed workflow of manufacturing and assembly process.• Motivated myself to study in detail about the organizational structure and vendor/Supplier relations for an assembly plant.• Showed interest and passion as an automobile engineer to learn about various technical aspects of hydraulic excavators, backhoe loaders etc.

Detailed study of organization focusing on information as well as material flow between various departments

Master Of Information Science And Technology, Information Science And Technology

Bachelor'S Degree, Automobile Engineering