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Prema Kandikonda
Looking for a jobService Desk Analyst
Aspiring Associate Product Manager at Endava, supporting product activities and improving recurring issue resolution time by 20%.
IndiaService Desk Analyst at Endava
About
At Endava, I resolve technical support tickets and maintain 95% SLA compliance. I also reduced recurring issue resolution time by 20% through incident analysis and escalation handling.
I collaborate with cross-functional teams to troubleshoot incidents and improve operational workflows, while supporting product management activities through backlog tracking and sprint coordination.
My product management experience includes Agile, Jira, requirement gathering, stakeholder management, user stories, and product lifecycle. I also designed a high-gain antenna that improved bandwidth efficiency by 7.6% and developed an IoT-based firefighting robot.
Experience
Service Desk Analyst
Resolved 25+ technical support tickets daily while maintaining 95% SLA compliance and improving customer satisfaction. Reduced recurring issue resolution time by 20% through effective incident analysis and escalation handling.
Technical SupportIncident ManagementSLA ComplianceCustomer SatisfactionAgileJiraStakeholder ManagementCross Functional CollaborationBacklog ManagementSprint Coordination
Education
Lendi Institute of Engineering and Technology
Completed B.Tech in Electronics and Communication Engineering with a CGPA of 9.29.
Srinivasa Junior College
Completed Board of Intermediate Education with a CGPA of 9.94.
P. S. R. School
Completed Board of Secondary Education with a CGPA of 10.0.