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WELCOME

My name is Lavanya Yarram and I am from Andhra Pradesh, India. My dream job is to become a IT Specialist where I can use my technical skills and Network problems. I am very much interested working with maintaining servers and networks to ensuring data security providing technical support. I am looking forward to see myself as a IT Specialist in top Organizations.

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Services

Customer Service Standards Statement

Customer Service

As an IT Supervisor, I believe that outstanding customer service is the cornerstone of user trust and organizational efficiency. IT professionals should treat end users with respect, patience, and empathy—acknowledging that technical issues can be frustrating and disruptive.

Incident Toolkit

Great service is defined not just by fast resolution times but also by clear communication, proactive updates, and ensuring users feel heard and supported throughout the process.

Service Standards

When resolving complaints, I adhere to the principles of active listening, accountability, and continuous improvement. I de-escalate tense situations by calmly acknowledging concerns, investigating thoroughly, and delivering transparent updates. My goal is to restore system functionality while reinforcing user trust.

KPI dashboard Table

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Mini Budget Plan

Category       Item                                  Unit Cost/Rate     Quantity      Total Cost              Purpose  

Software    Zoom Pro License                  ₹1,250/mo               5               ₹6,250            Team video meetings and calls

Training    ITIL Certification Course        ₹7,000/person.        2               ₹14,000          Upskill support staff

Hardware  Ergonomic Desk Chairs         ₹5,000/chair            3               ₹15,000          Comfortable setup for helpdesk staff

Tools          Remote Monitoring Tool       ₹2,000/mo               1                ₹2,000            Track system performance

3-Day Onboarding Plan

Objective: Ensure smooth integration of new hires into the IT team by Providing orientation, technical setup, hands-on learning and introduction to performance stand

Day 1: Welcome & Orientation

  • Welcome Session: Introduction to the company mission, values, and culture.

  • Team Introduction: Meet IT staff and key cross-functional partners.

  • HR Briefing: Overview of policies, benefits, code of conduct.

  • Workstation Setup: Assign desk, laptop, phone, headset.

  • System Access Setup:

    • Email login & password reset

    • VPN configuration

    • Access to ticketing system (e.g., ServiceNow, Zendesk)

    • File shares, intranet, communication tools (Slack/Teams)

Day 2: Shadowing & Tools Walkthrough

  • Shadow Tier 1 Technician: Observe ticket handling and customer interactions.

  • Tool Demos:

    • Ticketing system walkthrough

    • Knowledge base use

    • Remote desktop software training

  • Security Protocols: Overview of cybersecurity, data handling, MFA.

Day 3: First Assignments & KPI Introduction

  • Starter Tickets: Begin resolving low-risk technical tickets with supervision.

  • Performance Standards:

    • Introduction to SLAs and response time goals

    • Overview of Key Performance Indicators (KPIs):

      • First Call Resolution

      • Ticket closure rate

      • User satisfaction score

  • One-on-One Check-In: Feedback and Q&A with Supervisor.

✅ RACI Chart: System Patching Process

Task.                        IT Support Technician  IT Supervisor  Security Analyst   End Users

Identify required

system patches.                 R                                 A                     C                           I

Schedule downtime

/notifications                       R                                 A                     C                           I

Perform patch

installation                          R                                  A                     C                           I

Test systems after

patching                              R                                  A                      C                           I

Confirm compliance          C                                  A                       R                           I

Communicate completion  I                                   R                      C                           I

 

 

Legend:

R = Responsible (The person who does the work)

A = Accountable (The person who ensures the task is done correctly)

C = Consulted (Person(s) who give input before the task is done)

I = Informed (Person(s) who need to be updated after the task is done)

⚠️ Employee Warning Memo

Date: [Insert Date]
To: [Employee Full Name]
From: [Supervisor Full Name / Department]
Subject: Formal Warning – [Violation Type]
Dear [Employee Name],
This memo serves as a formal warning regarding a violation of company policy observed on [insert date of incident].
🔹 Violation Description:
[Clearly describe the incident, behavior, or performance issue. Be specific about what occurred and how it breaches company policy.]
🔹 Supervisor’s Statement:
As your supervisor, I have observed and documented the above issue. This conduct is not aligned with our team expectations and professional standards. You were previously reminded about this matter on [mention previous date(s), if applicable].
🔹 Required Improvement & Timeline:
You are expected to:

  • [Insert specific action or behavior change]

  • [Insert timeline – e.g., within 14 business days]

Failure to meet these expectations may result in further disciplinary action, up to and including termination.
Please acknowledge this memo by signing below.
Employee Signature: ____________________   Date: __________
Supervisor Signature: __________________   Date: __________

PTO Request and
Approval Tracker

Employee Name.    Requested Time Off      Date Range                  Supervisor Approval Status             Notes

Anika Sharma         Vacation                        Aug 5 – Aug 9, 2025    Approved                                      Coverage arranged with IT backup

Rahul MehtaSick     Leave                            Jul 22, 2025                   Pending                                        Needs to submit medical certificate

Maya Rao                 Personal                       Aug 15 – Aug 16, 2025   Denied                                         Peak support week

Kiran Patel              Conference                    Sep 3 – Sep 6, 2025       Approved                                  Will present IT roadmap

U.S. Cultural Adaptation Reflection

​

Cultural Comparison:

In India, IT workplaces often operate with a clear hierarchy. Decisions typically flow top-down, and junior team members may hesitate to speak up. In contrast, U.S. teams embrace a more collaborative structure. Managers are expected to be accessible, and feedback—both upward and downward—is encouraged.

Communication & Leadership Differences:

U.S. teams prefer clear, direct communication. Team members expect leaders to be transparent and open to feedback. In India, indirect communication and formal interactions are more common. Also, leadership in the U.S. involves coaching and supporting rather than command-and-control.

Adaptation Strategy:

To succeed as an IT leader in the U.S., I will:

Encourage open dialogue and listen without judgment

Invite feedback from all levels of the team

Set clear goals and recognize achievements

Promote work-life balance and flexible work models

             I will also invest time in understanding legal, regulatory, and ethical expectations in the American IT industry and reflect cultural sensitivity in my decisions.

1. Ethical Dilemma Response

 

Title: Refusing to Cover Up a Cybersecurity Breach

​

Scenario Description: As an IT Supervisor at a mid-sized financial firm in the U.S., I was alerted by a junior team member about a minor cybersecurity breach caused by a misconfigured firewall rule. The breach had been contained quickly and no customer data was exposed. However, the manager overseeing the department instructed me not to report the incident to leadership, arguing it would negatively affect our compliance score during an upcoming audit.

Ethical Principle Involved: This scenario tests the principle of integrity, which involves honesty and accountability in reporting incidents, especially in roles that protect sensitive information. Covering up a breach—even a minor one—violates company policy, industry regulations like GLBA (Gramm-Leach-Bliley Act), and cybersecurity best practices.

My Decision: I decided to report the incident to the compliance team and the CIO as per our internal protocol. I also documented the team’s quick response, the limited scope of the incident, and the corrective measures we took, such as updating the firewall rules and conducting a team review.

Leadership Justification: As a leader, I must model ethical conduct for my team and prioritize organizational transparency over personal or departmental reputation. Upholding integrity not only avoids legal risk but also ensures that the IT department earns the trust of internal and external stakeholders. Ignoring a junior team member’s valid concern could also have led to demotivation and reduced psychological safety within the team.

Casual Loop Diagram

[Supervisor Communication Quality]

                            ↓

                           (+)

     [Team Clarity & Direction]

                            ↓

                           (+)

       [Individual Productivity]

                            ↓

                           (+)

              [Team Output]

                           ↓

                           (+)

              [Team Morale]

                           ↓

                           (+)

       [Feedback to Supervisor]

                            ↑

                           (+)

 [Supervisor Communication Quality]

Personal Code of Ethics (as an IT Supervisor)

1. Transparency

I will communicate openly with my team and leadership about project status, risks, and decisions. I will document and share progress reports without withholding or altering information. Transparency builds trust and prevents misunderstandings.

2. Accountability

I take full responsibility for my team’s performance, including mistakes. I will foster a culture where individuals feel safe to own their errors and learn from them. I will also hold myself accountable to deadlines and quality standards.

3. Respect

I will treat every team member equally and fairly, regardless of role, background, or opinion. I will foster inclusive meetings, promote two-way communication, and handle disagreements respectfully.

4. Data Privacy

As an IT leader, safeguarding user and company data is non-negotiable. I will enforce policies that protect data integrity and confidentiality. I will educate my team on secure handling and storage practices.

5. Non-Discrimination

I will evaluate team members based on merit and performance. I will ensure equal opportunities in hiring, training, and promotions. Diversity strengthens teams and leads to more innovative solutions.

6. Continuous Improvement

I commit to learning and adapting—technically and ethically. I will seek feedback, attend leadership training, and mentor others on ethical IT practices.

Sample Helpdesk Ticket Response

Subject: Ticket #45678 – Email Not Working

Response:

Hello [User Name],
Thank you for reaching out. I understand how disruptive it can be when your email isn’t working, and I’m here to help get this resolved as quickly as possible. After checking our systems, it appears there may be a temporary sync issue with the mail server affecting a few users. I’ve escalated this to our Tier 2 support team for further investigation. In the meantime, you may be able to access your messages via the webmail portal at [insert link]. I’ll provide an update within the next 30–60 minutes as we continue troubleshooting. Please don’t hesitate to reply if anything changes or if you have additional information to share.
Best regards,
Lavanya Yarram
IT Helpdesk Support

Gantt Chart

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Resume

Detail-oriented Software Associate with 5.5 years of experience in Manual and Automation Testing. Adeptat identifying test scenarios, executing test scripts, and ensuring high-quality software deliverables. Exper-tise in Agile Scrum methodology, API testing, and database validation. Skilled team player with excellentproblem-solving abilities and a proven track record of meeting project deadlines.

TECHNICAL SKILLS

• Languages and Databases: C, Core Java, MySQL

• Testing Tools: Selenium WebDriver, UFT/QTP, POSTMAN, VSTS• Bug Tracking Tools: Jira, MTM

• Management Tools: MS SharePoint, TFS

• Build Tools: Maven

• Scripting Languages: VB-ScriptPROFESSIONAL EXPERIENCE

• Software Associate [Cron Information Technologies Private Limited] Jul 2019 – Dec 2024

◦ Performed Manual and Automation Testing across diverse software projects, ensuring seamless appli-cation performance.

◦ Designed, executed, and automated test cases for complex scenarios using Selenium WebDriver, UFT,and Java frameworks.

◦ Collaborated with cross-functional teams in Agile Scrum environments to define test requirements anddeliverables.

◦ Tracked and managed defects using Jira and MTM, providing detailed test execution and weekly sum-mary reports.

◦ Conducted API testing with POSTMAN and SOAP services, ensuring end-to-end system validation.◦ Validated database operations by writing and executing SQL queries.

◦ Enhanced regression testing efficiency through automation, reducing test cycle time by 25%.

◦ Improved issue resolution time by implementing effective defect tracking and reporting processes.PROJECTS• FAMI Motor Cycle [.Net, Mainframes, UFT, Jira] Jan 2023 - Dec 2024

◦ Migrated application from Mainframe to Java while implementing new requirements and optimizingexisting functionalities.

◦ Automated test cases, performed regression testing, and provided detailed test reports.

◦ Designed and executed test cases for policy operations, including quotes, endorsements, and renewals.

◦ Ensured seamless system functionality by modifying scripts and addressing requirement changes.

• Multi Line System Integration(MSI) [.Net, VSTS, MTM, Jira, TFS, MSSharePoint] Sep 2020 - Jan 2023

◦ Streamlined policy operations by transitioning from single-request to parallel-mode processing.

◦ Integrated various tracks under a unified architecture for enhanced productivity and customer satis-faction.

◦ Automated and executed test scripts for functional and regression testing.

◦ Reported defects, provided daily updates to stakeholders, and facilitated team collaboration.

• Client Interface - MSI [.Net, VSTS, MTM, TFS, MSSharePoint] Jul 2019 - Aug 2020

◦ Validated database operations and system functionality through API/SOAP codes.

◦ Enhanced testing accuracy by adapting test cases to dynamic requirements.

◦ Designed test cases using acceptance criteria, debugged API/SOAP codes, and analyzed results.

◦ Created, updated, and managed database records for policy operations.EDUCATIONCumberland University Master of Science in Information Technology Management

Acharya Nagarjuna University Bachelors in Computer Science Jan 2025 - PresentJun 2015 - Apr 2019GPA: 3.13/4

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