Narayana Garaga

Project - YAQS:

• Submitting a bug report to the appropriate teams regarding issues identified in the recently introduced features and new features from end users.
• Monitored server health and tracked service logs, submitting detailed reports in a timely manner to ensure system performance and reliability.
• Conducting tests on recently deployed application features, identifying issues, and reporting bugs to the engineering team.
• Tracked assets throughout their lifecycle, ensuring compliance with organizational policies, and built, maintained, and regularly updated the company’s hardware and software inventory.
• Contributed to maintaining and updating documentation for trending issues, leading to a significant increase in ticket resolution efficiency.

Project - VTS:

• Delivered 24·7 Level 1 and Level 2 support for the clients and end users on Google’s internal tools, ensuring operational efficiency.
• Provided prompt and efficient resolutions for complex network issues (LAN, DNS, DHCP, and VPN) across various operating systems, including Linux, macOS, and Windows.
• Installed, configured, tested, and maintained operating systems, application software, and system management tools.
• Provided technical assistance to clients via phone, Chat, and remote sessions, improving service responsiveness, and escalated critical issues to higher-level support or development teams to maintain service quality and ensure prompt resolutions.

Project : Uber

• Delivered first-line technical support by effectively managing support queries through a ticketing system, phone, and email. Maintained a high standard of user service, ensuring timely resolution of all requests in compliance with established service level agreements (SLAs).
• Managed Microsoft Active Directory, resolving issues related to Outlook, Office 365, Exchange permissions, and email routing.
• Possessed working knowledge of Microsoft Office licensing and Office 365 account administration, including account creation, permission management, password resets, and group account creation.
• Developed user manuals for new software rollouts, resulting in a 30% reduction in customer inquiries related to the software.
• Collaborating with the engineering team to address and resolve the escalated critical bugs and glitches.