SRUJANAMRUTHA THOLANA
About
Technical Support Specialist with over 4 years of experience in IT support, customer service, and hardware/software troubleshooting. Adept at diagnosing and resolving complex technical issues while ensuring a high level of client satisfaction. Strong communication skills with a focus on clear documentation and team mentoring. Proven ability to support a wide range of users across commercial and consumer technology platforms.
Experience
Technical Executive, Associate 3
HP Inc.
- Provide end-to-end remote technical support for HP consumer & commercial PCs and printers for ANZ and SEA regions.
- Use Microsoft Dynamics 365 for case management, user interaction tracking, case documentation, and workflow management.
- Diagnose and resolve hardware, software, boot, power, thermal, and performance issues with high first-call resolution.
- Use HP Diagnostic Tools, Event Viewer & Device Manager for accurate root cause analysis.
- Maintain detailed ticket documentation and ensure SLA & quality compliance.
- Escalate complex issues to L2 Support with complete technical analysis.
- Deliver high customer satisfaction through clear communication and case ownership.
- Mentor junior associates troubleshooting and support protocols.
Education
MBA in Logistics & Supply Chain Management
Jain University
Bachelor of Technology
Avanthi Institute of Engineering & Technology
Intermediate (SSC)
Narayana Junior College
Secondary School (ICSE)
Alwardas Public School
Skills
CRM/ITSM
Technical
Operating Systems
Hardware/Firmware
Hardware
Configuration Management
Diagnostic Tools
Problem Solving
Customer Service Metrics
Languages
English
Expert
Telugu
Expert
Hindi
Advanced