Lakshmi Lavanya Sadhu
Hyderabad
Summary
Experienced Technical Support Engineer with over 6 years of expertise in enterprise IT infrastructure, system diagnostics, and advanced troubleshooting within global technology environments. Skilled in ServiceNow, CMDB management, log analysis, Active Directory, O365, and infrastructure operations, with a strong ability to identify root causes and deliver sustainable technical solutions. Proven experience collaborating with cross-functional engineering teams to improve platform performance, optimize processes, and enhance operational efficiency. A proactive and detail-oriented professional committed to continuous learning, technical excellence, and delivering reliable support in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Member Technical
ADP
Hyderabad
12.2019 - 10.2025
• Resolved complex platform and infrastructure issues through log analysis and system diagnostics.
• Troubleshot ServiceNow Discovery, CMDB, and ITAM issues to identify root causes and improve stability.
• Collaborated with engineering teams to resolve critical bugs and performance issues.
• Improved CMDB integrity through automated checks and process enhancements aligned with ITIL practices.
• Conducted incident post-mortems and implemented long-term preventive solutions.
• Mentored junior team members on troubleshooting workflows and diagnostic best practices.
Process Associate
GENPACT
Hyderabad
06.2018 - 08.2019
- Performed advanced troubleshooting of software, network, and VPN issues using remote tools.
- Managed AD user accounts, O365 configurations, Exchange issues, and end point-level diagnostics.
- Provided detailed case documentation and collaborated with internal teams to improve issue resolution processes.
Education
B.Tech - Computer Science & Engineering
CMR Engineering College
Hyderabad01-2018
Skills
- Coordinated international schedules, emails, brand inquiries, and cross-border communication Liaison between artists, managers, producers, and international partners Supported music and project coordination Supervised documentation and internal paperwork
- Maintained organized reporting, meeting summaries, and accurate records while handling multiple tasks with strong attention to detail
- Level 2/3 Application & System Support
- Functional Specifications & Configuration Documentation
- System Testing, UAT Support & Defect Resolution
- Interface & Dependency Management
- ServiceNow (Discovery, CMDB, ITAM)
Certification
- ITIL v3/v4 Certified
- ServiceNow Micro Certifications: Configure the CMDB, CMDB Health
- Oracle Advanced Technology Add-on Course
- Ethical Hacking & Android App Development Workshop
- Web-Based Content Development (AICTESTTTP)
LANGUAGES KNOWN
English – Fluent
Korean – Intermediate
Thai – Beginner (actively learning)
Hindi – Fluent
Telugu – Fluent
Timeline
Member Technical
ADP
12.2019 - 10.2025
Process Associate
GENPACT
06.2018 - 08.2019
B.Tech - Computer Science & Engineering
CMR Engineering College
DECLARATION
I hereby declare that the information furnished above is true to the best of my knowledge and belief.