Swathi Samanthula

• Proficient in Jira, ticketing systems, and providing multi-channel support (voice, chat, email). • Strong experience in user lifecycle management: onboarding/offboarding, account creation/deletion, password resets, and unlocks across O365, Active Directory, Okta, and enterprise applications (Caddy, Kronos, SAP, Concur). • Skilled in O365 administration: mailbox management, license assignments, MFA enablement, alias/forwarding setup, DL/shared mailbox management.

• Hands-on experience with ITSM tools, primarily ServiceNow, delivering 24x7 support via phone, chat, email, and web. • Proficient in Active Directory and O365: user/service account management, password resets, mailbox setup, and access permissions. • Provided remote support to global users using tools like Webex, RDP, and web consoles. • Delivered L1 support for Windows OS, Outlook, VPN, AD, and general desktop issues. • Followed ITIL best practices for incident and request management.

• Provided technical support for desktops, laptops, printers, peripherals, and related IT equipment. • Diagnosed and resolved hardware and software issues, ensuring minimal downtime for end users. • Maintained accurate documentation and followed standard procedures for incident notification, escalation, tracking, and resolution. • Guided users through troubleshooting steps and provided clear, user-friendly technical assistance.

• Delivered Tier 1 and Tier 2 support, resolving end-user incidents and service requests with timely updates via service management tools. • Accurately logged and tracked technical issues, ensuring resolution within agreed SLAs. • Diagnosed and troubleshot issues related to accounts, network configuration, and system access through phone, email, and chat. • Demonstrated strong customer service, technical reasoning, and problem-solving skills to ensure high client satisfaction.

• Supervised 2–3 teams monthly (15–20 associates per team), ensuring adherence to process metrics and quality standards. • Led performance coaching, training sessions, and learning interventions to improve outlier performance and overall team productivity. • Accountable for Quality Scores and CSAT; focused on resolution quality and customer satisfaction. • Delivered daily briefings on product updates and performance insights; conducted regular call monitoring with leadership and clients.