Likhitha Kandru
Likhitha Kandru


Likhitha Kandru





Albany, NY 12204



Summary


Technologically savvy IT Analyst with proven customer service, time management and multitasking abilities. Well-versed in business needs and practices, regulatory requirements, and internal control systems. Intelligent, insightful, and pragmatic with resourceful and detail-oriented approach. Versed in Microsoft 365 products and familiar with all facets of operations.


Skills


Software Development Lifecycle processes (SDLC)


Customer service and Administrative support


Management Information Systems


Inventory Management


Agile methodology


Continuous process improvement


Root cause analysis


Data Analysis


Database/Data Management


Data conversion and migration


Cross-functional teamwork


Troubleshooting and Diagnosing


Debugging Data gathering and Skilled researcher.


Windows OS, iOS


Advanced MS Office 365 Suite knowledge


Advanced Excel functions (Macros and VBA)


Proficient in SQL


PowerShell Scripting


Active Directory


Python


Tableau and Power BI


Friendly, positive attitude


Eager to learn.


Experience


Microsoft O365 Technical Support SpecialistOctober 2020 to December 2020


Zones Inc. ? Albany, NY


Received inbound phone calls from global customers to provide first-level support and remotely troubleshoot issues with service, and customer accounts on Microsoft 365 products.


Provided world-class customer experience with every interaction.


Engage and empathize with customers to support and resolve technical issues through completion.


Developed, foster, and maintain effective working relationships with engineering to enhance the customer experience.


Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.


Processed average of 7 inbound and outbound technical support calls and achieve SLA every time.


Assisted customers with PowerShell scripting and Azure AD technical issues via email, live chat, and telephone.


Researched, resolved, and followed up on Domain setup and external email forwards customer issues, earning 5 -star customer review rating.


Support installation, configuration, and support of Microsoft Office 365 on various platforms.


Accurately documented all work performed through ticketing system including details and outcomes.


Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.


Noticed trends and reported reoccurring problems.


Increase customer engagement with Office 365, Update Office 365 licenses and subscriptions, as necessary.


Supported customers with online billing, access, and account issues.


Collaborated with team members to enhance the customer experience and to share knowledge with teammates and guide them in the resolution of complex technical problems.


Stayed up to date with technological changes in the industry with internal and external training.


Maintained compliance and SLA�s with established and updated policies and procedures with minimal supervision.


Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.


Resolved record-breaking backlog of support tickets following major system malfunction within 4 hours.


Environment: RAVE ticketing systems like Service Now, Microsoft 365 products, PowerShell Scripting, Azure AD


Student Office AssistantMarch 2019 to December 2019


Campbellsville University ? Louisville, KY


Arranged class materials and graded assignments.


Tracked attendance, grades and test scores for school records and individual student files.


Utilized advanced excel to compile data gathered from various sources.


Used library and scholarly databases to locate necessary information.


Prepared and edited reports, presentations and articles using Google Slides and Microsoft PowerPoint.


Assisted professor with lesson preparation and curriculum implementation.


Assisted professor in monitoring students' progress, by reviewing data, test scores and classwork.


Drafted internship report to summarize position, responsibilities, learning outcomes and skills developed.


Performed wide range of simultaneous job tasks to support professor's academic, research and operational needs.


Assisted with clerical needs including answering telephone calls, performing database management, and drafting correspondence.


Demonstrated self-reliance by meeting and exceeding workflow needs.


Handled all delegated tasks, including periodic student module updates and researched on new cyber law globally.


Executed qualitative and quantitative analysis on wide range of data.


Library Assistant/IT Support SpecialistFebruary 2017 to December 2018


Saint Louis University ? St. Louis, MO


Check patron's ID's, assist patrons, check out books and digital equipment and monitor return status.


Set up new desktop systems and configured laptops for incoming students, loading required software and server permissions.


Assisted online users via live chat, phone, and email to resolve issues related to university portal access.


Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.


Used Excel to data entry and sort visiting patron�s information and build graph to analysis patrons� volume through different times of day.


Served as level-two support escalation point for 20-member distributed support staff.


Installed and configured printers and scanners, resetting default device passwords to prevent cyber-attacks.


Researched and maintained IT project and service documentation to assist future problem resolution.


Performed daily maintenance of computer systems to keep network processes fluid.


Completed daily data entry of visiting patrons' information.


Assisted in technical support process refinement to improve customer service and support.


Contacted manufacturers or vendors to resolve major hardware and software issues.


Implemented system security and data assurance software including Kaspersky Total Security.


Implemented regular updating techniques for conducting routine maintenance on servers and systems, keeping networks fully operational during peak periods.


Performed repair, configuration, maintenance on HP printers.


Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.


Maintained inventory of IT supplies/printer supplies by checking and documenting levels/stock regularly.


Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.


Tax Consultant - IJune 2015 to September 2016


Deloitte India Pvt Ltd. ? Hyderabad, India


Determined clients' eligibility for tax credits, abatements or deductions through careful research and oversight.


Collected detailed information and required paperwork from auditors and clients to complete tax returns.


Analyzed information and assessed liabilities and deductions according to relevant tax code.


Strategized plans to help clients reduce liabilities and maximize deductions in future tax periods.


Uncovered eligibility for investments credit, helping client save EUR 4,000.


Informed clients of potentially beneficial products and services, resulting in additional business opportunities.


Supplied detailed tax documentation needed to submit accurate corporate and individual returns.


Created custom Pivot tables in excel for Accounting and Financial report of the company, to analysis the organization core expenses and investments.


Supported work of senior-level accounting and tax preparation professionals to maximize office productivity.


Reduced errors associated with missed tax benefits by completing comprehensive reviews of internal tax preparation documents.


Constantly worked on tight deadlines and stressful situations during tax peak season while maintain orderliness.


Stored copies of completed returns and related documents according to company procedures and business regulations.


Managed deliverables such as tax returns, extensions, and tax planning calculations.


Environment: AFAS, OneSource, Advanced Excel, Microsoft SharePoint.


Education and Training


Master of Science: Information Technology Management, August 2020


Campbellsville University ? Campbellsville, KY


3.6 GPA


Major in Management Information Systems


Ranked in Top 5% of class


Completed coursework in Information Systems Infrastructure, Project Management, Data Analytics, and Cyberlaw, Regulations, & Compliance.


Master of Science: Supply Chain Management - Discontinued, December 2018


Saint Louis University ? St Louis, MO


Bachelor of Science: Business Administration and Management - Finance, May 2015


Osmania University ? Hyderabad, India


Trained on SQL, Python and Tableau


Accomplishments


Multiple technical awards for work performance.


Consistently maintained high customer satisfaction ratings.


Led team to achieve set goals, earning recognition from upper management and financial reward.


Websites, Portfolios, Profiles


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