Hruday Mohan D H
IT Support (ServiceNow)
Bengaluru
Summary
IT Support Professional with ~4 years of experience in service desk operations, remote desktop support, and ServiceNow platform administration. Proven ability to manage high-volume ticket queues, deliver VIP support, and maintain SLA compliance in enterprise environments. Experienced in incident management, P1/P2 coordination, and supporting global users across EMEA, APAC, and US regions. Strong hands-on expertise in ServiceNow ITSM, including administration, configuration, and workflow support to enhance ticket resolution efficiency and service delivery.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Sr. Infra Developer
Cognizant Technology Solutions
07.2024 - 09.2025
- Supported ServiceNow platform operations across Incident, Request, and Change Management modules
- Performed platform administration including forms, tables, ACLs, user roles, and access management
- Configured Business Rules and workflows to improve ticket routing and processing efficiency
- Supported Service Catalog and Record Producer enhancements aligned with business requirements
- Assisted in integration support (REST APIs, outbound integrations), troubleshooting issues via logs and Postman
- Managed data imports using Import Sets and Transform Maps
- Supported plugin activation, update set migration, and deployment validation across environments
- Collaborated with support teams to resolve production issues and ensure platform stability
Senior Systems Executive
Cognizant Technology Solutions
06.2023 - 06.2024
- Delivered remote desktop support for global users using ServiceNow ITSM
- Resolved issues across user access, VPN, Outlook, Teams, network, and system performance
- Owned VIP incidents with priority handling and strict SLA adherence
- Led P1/P2 incident coordination, including stakeholder communication, outage notifications (EMEA/APAC/US), and bridge calls
- Mentored 3 junior engineers, supporting escalations and improving service quality
- Collaborated with cross-functional teams for critical issue resolution
- Created SOPs and KB articles to reduce repeat incidents and improve resolution time
- Contributed to shifting support model from call-based to remote-resolution-first
Engineer Trainee
Cognizant Technology Solutions
06.2022 - 06.2023
- Provided L1 IT support via ServiceNow ticketing system
- Troubleshot VPN, Outlook, Teams, Wi-Fi, and printer issues
- Performed Active Directory user administration
- Escalated and tracked incidents to resolution within SLA
Associate
Wipro Limited
08.2021 - 06.2022
- Handled high-volume content review with strict accuracy and policy compliance
- Worked in high-risk, time-sensitive operational environment
Education
Bachelor of Technology - Electronics And Communication Engineering
GITAM Deemed To Be University
Bengaluru, India 06.2015 - 07.2020
Skills
Incident & Request Management (ITIL)
ServiceNow ITSM (Administration & Support))
Remote Desktop / End-User Support
SLA & Escalation Management
P1/P2 Incident Coordination
VIP / Executive Support
Active Directory (User Management)
VPN, O365 applications, SolarWinds Monitoring & Scheduling
Knowledge Base & SOP Documentation
Certification
ServiceNow - Certified System Administrator (CSA)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Transitioned from a non-IT role to IT support, rapidly acquiring technical skills in troubleshooting, ticket management, and enterprise support environments
- Progressed from L1 support to handling advanced troubleshooting, reporting, and dashboarding responsibilities within a short timeframe
- Self-developed ServiceNow expertise, moving from end-user ticket handling to platform administration and configuration in a COE environment
- Demonstrated ability to quickly adapt to new tools and technologies including ServiceNow, and enterprise support platforms
- Expanded responsibilities from user support to platform-level contributions, including workflow configuration and integration support
Languages
English
Upper intermediate (B2)
Telugu
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Kannada
Intermediate (B1)
Tamil
Elementary (A2)
Timeline
Sr. Infra Developer
Cognizant Technology Solutions
07.2024 - 09.2025
Senior Systems Executive
Cognizant Technology Solutions
06.2023 - 06.2024
Engineer Trainee
Cognizant Technology Solutions
06.2022 - 06.2023
Associate
Wipro Limited
08.2021 - 06.2022
Bachelor of Technology - Electronics And Communication Engineering
GITAM Deemed To Be University
06.2015 - 07.2020