Roja Samala

Background

About Roja Samala

Technical Support Associate – (July 2018 to December 2018) Tech Mahindra Pvt Ltd – Hyderabad, Client – Verizon • Innovative and articulate technical support professional working in help desk, IT support and networking environment. • Proficient with network hardware such as hubs, routers, servers and cabling. • Strong knowledge of support desk software and ticket tracking systems. • Excellent communicator, capable of explaining complex technical issues quickly and easily, ensuring timely resolution of problems. • Install, configure and maintain software applications, operating systems, administration and network monitoring. • Diagnose and repair internet service. LAN networks, wireless and email failures. • Oversee backup and recovery of critical data. • Configure new and existing network systems and hardware. • Install and maintain anti-virus, firewall and security. • Provide technical support to users with issues related to FIOS and DSL. • Provide assistance with plan upgrades or new connections for users. • Work on ticketing tool Nuance while providing support to the customers, to resolve issues beyond our reach. Product Support Engineer – (October 2016 to February 2018) HCL Technologies Pvt Ltd – Hyderabad, Client – Google Trained on Ad Exchange product. Worked on Google tools and Dashboards. Worked with publishers using DFP (Small Business and Premium) along with AdSense and AdX. Responsible for testing, analyzing and reporting bugs in DFP; troubleshooting critical Ad delivery, trafficking and reporting issues; providing requested/rolledout features to DFP clients. Ensuring a specific IT Service Management is performed according to agreed and documented Standards and meets the aim of process definition. Monitoring, measuring and reporting on process efficiency and effectiveness for Management review. Provides awareness and guidance concerning the process and addressing process issues. Identifying gaps in internal practices and implementing process improvements. Ensuring timely (SLA) coordination and completion of incidents, outages, alerts. Monitoring the effect of Incident management process and making recommendations for improvement. Team Management. Delivering presentations to an audience of Manager Level within the business.