1. Abhishek A. Reddy
Plot no. 14,
Azad hind Nagar,
Opp Suresh Decorations,
Nagpur- 440022
Hand phone: +91-9503420924
E-mail: abhishek.reddy2@gmail.com
Summary of Experience
Experience of almost 6 years in IT/Telecom services with the good background of Incident
Management, Service Desk, Service Delivery and Project Management. Very flexible, multi-
tasking with the priorities and comfortable working independently. Proficient in dealing with
the Critical situation and resolve them on priority. Good communication and customer
relation skills.
Work Experiences
Senior - Service Delivery Associates (23rd March 2012 – Present)at SunGard IT
Availability Services, LLC
 Provide high levels of Customer Service while processing inbound calls for both production
impacting and non-production impacting issues.
 Create appropriate ticket type with accurate and detailed information.
 Properly route calls to different parts of the organization.
 Process e-mails from assigned in-boxes throughout the day while maintaining e-mail SLA.
 Process Outside Vendor Maintenance e-mails throughout the day, accurately craft
notifications to SunGard customers to notify them of upcoming vendor maintenance within
documented SLA

2.  Resume: Abhishek A. Reddy
 Accurately process Change Notifications to customers regarding scheduled maintenance
within documented SLA
 Monitor ticket queues, accurately route tickets and ensure appropriate documentation and
ticket CTI’s are completed prior to reassignment
 Complete Security resets for internal SunGard employees
 Complete Portal administration for customers and SunGard employees
 Escalate issues across different parts of the organization, including SunGard’s executive
members
 Assist with SunGard Crisis outages
 Assist with crafting the internal/external MASS Communications to customers
 Report process failures to your Manager/Supervisor with suggested fixes
 First Call Resolution
 Works with internal/external customers to diagnose, identify, research and resolve incidents
and service requests from inbound calls
 Utilizes knowledge base, problem database and confers with internal and external technical
personnel to affect timely resolutions
 Eliminates and reduces incident volume experienced by incoming calls through problem
detection and investigation
Delivery Specialist (22nd December 2010 – 22nd March 2012) at WNS
Global Services.
 Provide functional and technical support to customer across regions by processing E-mails
from assigned in-boxes throughout the day while maintaining e-mail SLA.
 Provide high levels of Customer Service while processing inbound calls for both production
impacting and non-production impacting issues develop a technical understanding of the
product

3.  Resume: Abhishek A. Reddy
 Chair the conference call to implement the product at site
 Carry out regular reviews of the progress of the requests and, dependent on the outcome,
engage the relevant people to ensure connections are delivered correctly in agreed time
frames or according to the defined project plan
 Pro-active communication of the status of those issues with the clients
 Develop a customer centric approach and ability to multi-task
Base Trans-Receiver system’s Engineer (11th October 2009– 08th May
2010) atQ-Tel System.
 Installation and Commissioning of 15 and 40 meterstowers at various substations of BSNL in
Pune Sangli, Sholapur, Ahmednagar
 Validation for getting approvals for Radiating connections of various Cell Sites of BSNL,Public
Sites, Alcatel Location
 Responsible for handing project related materials and T&P’s to workers involved in Alcatel-
Lucent BSNL 3G Projects.
Site Engineer (2007– 2009) at Nutan Electricals.
 Responsible for Installation and Commissioning of 33/11KV indoor substations at various
locations for MSEDCL in Nagpur.
 Responsible for Installation and Commissioning of 250 DTC’s at various locations for MSEDCL
in Nagpur
 Responsible for Special Earthing works at 132 KV Substation (MSEB) at Hingna situated in
Nagpur

4.  Resume: Abhishek A. Reddy
Education
 Bachelor’s degree in IT Engineering from R.T.M.N. University (Nagpur Board) in the year
2009.
 Diplomain EXTC from M.S.B.T.E (Mumbai Board) in the year 2006
 S.S.C from St. Aloysius High School(Nasik Board)in the year 2003.
TrainingPrograms
 Trained on PERCEPTION
 Trained on ISO AWARENESS 9001:2008
Certifications
 MCP Certified Engineer. (MCSA 2003)
Additional qualifications
 CCNS professional (CMS certified network specialist) include PC engineer, N+, CCNA, Live
Linux distribution, MCSA 2003, SDA.
Personal Details

5.  Resume: Abhishek A. Reddy
 Date of Birth : 4th
July1984
 Gender : Male
 Marital Status : Unmarried
 Nationality : Indian
 Language : English, Hindi, Marathi.
 Location : Nagpur, India