Vijay Kumar Nalluri Email & Phone Number

Hyderabad, Telangana, India

Dubai, United Arab Emirates

• Delivered global remote technical support with professionalism and prompt issue resolution.• Managing the Team Activities (budget preparation, recruitment, reporting of activities, resource management, projects following-up).• Providing technical support (level 3 problem management), expertise and technical training to operational teams.• Prioritize ticket’s and allocating tickets to concern department.• Making sure about SLAs on ticket’s.• Meet the KPIs set by the Leadership team.• Handling Licence activations from backend.• Planning and coordinating for site visit‘s for hardware issue’s and schedule AMC service visit’s.• Engaged in team meetings, training, and knowledge sharing to boost technical skills and stay current with emerging technologies.• Handling escalated ticket and coordinating with user supporting of BD team.• Handling hardware inspection of printer’s / RFID Scanner’s and coordinating with inventory team towards get the device ready.• Analyze, develop, and maintain documentation including FAQs, Knowledge Base articles, troubleshooting guides and Standard Operating Procedure (SOP).• Regularly updated knowledge base for user-friendly self-help solutions.• Monitored and detected recurring problems, offering valuable insights to drive process enhancements under management guidance.• Planning daily scrum meetings with team to address their issue towards issue resolutions.• Played a pivotal role in cross-functional teamwork, contributing to the resolution of complex technical issues and continuous improvement of IT systems.• Performance troubleshooting, tuning and Root Cause Analysis of Windows OS issues (slowness issues, analyzing crash dumps, event analysis etc.)

Dubai, United Arab Emirates

• Respond to requests for technical assistance by phone, email, chat or using the Service Desk management system.• Supporting Zebra label printer’s (installation, configuration, and printing application support).• Closing ticket’s according to SLA’S (Zoho Desk Tool).• Supporting to development team though remote access to provide user PC/Server access.• Supporting on printing application issues, and changing labels design’s according to user requirement.• Supporting RFID scanner issues along with own android mobile application issue’s.• Supporting on IOT gate solutions installation part and supporting on site engineer on configuration part, and supporting on level 2 issue’s.• guide users about our (Tagit Ice Advance)android application uses on their stock check activity’s.• Resolving’s Office staff pc/laptop issue.• API Basic issue testing / resolutions.• Web API configurations in server for ERP setup connection.• Supporting on Our tagit printing application troubleshooting.• Coordinating with ERP venders for integration with our application.• Supporting on PDA Device’s (RFID scanner included with mobile).• Collecting Bugs from user side and collecting logs and escalating to next level.• Collaborated seamlessly with Server, Security, Network, and messaging teams to tackle intricate technical challenges, enhancing the company's IT infrastructure.

Vijayawada Area, India

• Led a team of 8 Customer Support Engineers and responsible for their shrinkage, production and quality metrics, attendance and leaves. • Respond to requests for technical assistance by phone, email, chat or using the Service Desk management system.• Conducted training sessions for L1 and L2 engineers on addressing new technical issues, improving team skills and adaptability.• Provides leadership and mentoring to junior staff in technical, customer and project management skills.• Had regular interactions with the clients to understand their requirements and provide timely technical assistance to resolve the queries.• Proficiently troubleshoot and resolve diverse software and hardware issues encompassing Windows OS, Office Products, VPN/Citrix, and network permissions, ensuring seamless operations.• Provided assistance for Office 365 and Microsoft Office problems.• Supervised tickets raised for technical support of Digital classrooms across south region. Ensured they were delegated to respective engineers and on-time resolutions were provided.• Prioritize tickets and assigned to persons based on team availability.• Using ZOHO Desk ticketing tool for monitoring SLA’s.• Demonstrate expertise in software installations, effective vendor coordination for hardware complaint and warranty claims, optimizing resource management.• Point of contact for all the escalation queries for Digital Classrooms, Virtual Classrooms & Smart Classrooms and LMS portal issues.• Handling escalated issued issues from L1 and L2 engineers.• Provided expert support and troubleshooting for VPN solutions, ensuring seamless remote access and network connectivity for global users.• Ensured that Quality, Productivity and Service Level Agreement (SLA) were maintained as per the company standards.• Outlook support/office application support.• Ensure all tickets are being addressed properly before closing them and checking performance by closing time of tickets.

Vijayawada, Andhra Pradesh, India

• Respond to requests for technical assistance by phone, email, chat or using the Service Desk management system.• Provide end-user support for various applications/Mobile applications, troubleshoot issues, and ensure seamless operation.• Respond to user problems and questions regarding functionality, operations, input/output, and general operating procedures for applications.• Provide internal and external client support to on own application tools and applications.• Build sustainable relationships and trust with customer accounts through open and interactive communication Communicating client locations regularly for general service updates and maintaining good communication with them.• Escalate complex issues to higher level technical support as needed.• Providing required training to the client.• Giving technical support through telephone 24x7.• Collaborate with team members to ensure customer issues are resolved in a timely manner.• Ability to work independently and as part of a team in a fast-paced environment.• handling issues of DCR & VCR from entire Krishna district clients (government schools).• Installation of digital class rooms & virtual classroom’s and AMC maintenance.• Troubleshoot system related problems, coordinate with relevant System Administrators regarding user support and problem resolution.• Projector maintenance and vender management (warranty related).• Resolve user quires on provided content ( lessons ).• AMC renewal process support and documentation handling.• Escalate issues to next level team.

Vijayawada Area, India

• Working with service now ticketing tool.• preparing workstation for new users with required applications• Handle all first level customer facing interaction• On-Call/After Hours support of related services• Work with internal departments to meet customer's needs.• Incident monitoring and reporting.• Knowledge on Microsoft Outlook, Basic Active Directory functioning, Windows OS, PC hardware components and its functionalities. Networking basic Concepts and Troubleshooting.• Create/Delete, modify and troubleshoot Group Policies• Assigning permissions to file shares and objects within AD• security patch management• Resolve in depth laptop hardware issues.• Solving the regular upcoming Hardware issues.• Evaluating the network issues.• Solving the technical issues of the employees.• Configuration& troubleshooting of all types of printers.• Handle warranty processes for all brands.• Follow-up with vendors to getting work done quickly.

Vijayawada Area, India

• Assembling & disassembling the computers.• Connecting the printers with the desktops & laptops.• Routing & configuring the Network & LAN cables.• All Os installation’s (Windows, Linux).• Install new and retire / move PC equipment (Lifting up to 25KG).• Order and receive products from various industry vendors and work with support staff to resolve issues.• Install troubleshoots and maintains various printing devices.• Document all installation changes and new procedures.• Configuration of new desktop and laptop systems.• Troubleshoot and resolve hardware and software issues as they occur.• Assembling and disassembling the computer, Cabling. Sharing and Maintaining Printers on Networking.• Sharing data on network and maintenance permissions.• Hard Disk Data Recovery using different types of Recovery Software’s.• Good knowledge of all the hardware devices and their management.

B.Com

Mpc

High School Diploma