Naresh Kudurupaka
Mumbai,MH
Summary
A Result Driven IT Professional with extensive 15+ years' experience in Information Technology, Managing Service Desk, Helpdesk, Technical Support, Vendor Management, IT Field Service, Incident Management, People Management, Problem Management, ServiceNow, and support of Information systems. As a ServiceNow Administrator, Involved in the development and implementation of various ServiceNow ITSM modules which include Incident Management, problem management, configuration management, change Management, Knowledge Management, and other ITSM applications.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Manger Information Technology
Marsh Mclennan
03.2021 - Current
- Understanding and representing customer's needs as part of providing IT services that meet or exceed those business needs
- Responsible for optimal operation of environment by actively investigating issues and solving problems before occur
- Working with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues
- Updates & maintains an comprehensive testing protocol for Service-now instance upgrades with purpose of certifying all applications for use after upgrade completes
- Escalates performance issues, unresolvable incidents, and service interruptions to Service-now technical support. Creates and updates incident records in Service-now's tracking system ServiceNow Administration.
- Knowledge of ServiceNow applications for Incident, Change, Problem, CMS, Facilities, Knowledge, CMDB and reports / metrics, as well as Performance Analytics
- In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Knowledge Management, and Service Portal modules Use data-driven techniques, analyze, and interpret data.
Project Manager
CMS IT Services
04.2020 - 03.2021
- Managing the Application support team at BFSI client for PAN India Location
- Leading 50 application support engineers from Mumbai & Hyderabad location Proving L1 & L2 Support
- Responsible for managing day to day Application support and ensuring Quality and Timely closure of tickets
- Accountable for Team Management & People Management team building activity Single Point of contact - Key link between IT teams, Business users for resolving all end-user computing issues and channelizing key information, updates, changes, urgent requests and escalations
- Accountable for identifying challenges & process improvement by working with different IT team groups and business users
- Responsible for ensuring 100% availability of support and creating a backup for all respective system and support activity
- Manage teams to secure fitness of resources and resolve all problems
- Provide technical support to all applications and resolve issues
- Secure clear possession of problem identification, its analysis, impact analysis and solutions
- Evaluate all problem and impact analysis and recommend solutions and workarounds
- Prepare management report to review same for precision and totality of contents
- Assist representatives from counterparts of application and resource planning and comprehend all business requirement and prepare documents
- Coordinate with development team and provide support to all onshore and off shore sites
- Develop and maintain all multiple interfaces for customer applications
- Supervise everyday requests for matters related to growth, resources and vendors and resolve issues related to production and development
- Administer all upcoming plug-ins, new service packs and versions and ensure effective implementation to provide better services
- Assist Vendor to resolve issues related to technicalities and infrastructure
- Develop and update all documentation pertaining to trainings of HP PPM and provide training to customer groups in execution of these tools
- Analyze all requirements, prepare use cases and supervise project plans
- Coordinate with vendors and other business users and provide technical assistance for all applications
- Administer all implementation issues and generate short-term resolution, as well as long term preventive measures for development
- Utilization of Automation process and support improvement
- Reviewing day to day transaction of tickets and taking necessary actions to reduce to call count and ensuring timely resolution of ticket, customer satisfaction
- Structured monthly review of work with customer and execution of multiple projects, It includes Team Performance, Major challenges (Bug list)
- Review with team leads to understand the root causes of major impacted issues and discussion with development team for permanent fixes
- Responsible for Servicenow Project go live and implementation
- Implement, ITSM modules like Incident Management, Change Management, Request Management
- ServiceNow Service Portal configuration and implementation
- Servicenow and LDAP Integration
- Experience & knowledge in Transform maps and import sets
- Day to day work on Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Access Control Lists
- Inbound & outbound email configuration for auto ticket generation
- Implemented Service Catalog forms, Incident forms, Change forms
- Configuration of ServiceNow Catalog Item, Workflow and email notification
- Configuration of SLA/OLA Based on business requirement
- Survey configuration in Incident & Catalog Items
- Dashboard and report configuration based on users requirement
- Assets Discovery integration
- Knowledge in customizing the ServiceNow Portal
- Knowledge on project documentation like end user training manual
- Knowledge on Scheduled jobs, events to manage business needs
- Successfully Configured Knowledge Base
- Knowledge of Java Scripting, XML, HTML, AJAX, CSS, HTTP
- Taking care of all ServiceNow improvement as per business requirement
- Knowledge of Incident Management, Problem Management, CMDB, Client Scripts, Business Rules, UI Policies, Workflows, Access Control, Discovery, LDAP, MID Server, SMTP, POP.
Service Desk / ServiceNow Administrator
Dominion Diamond Mines
12.2017 - 04.2020
- Managing the Global Service Desk of Remote Support & Field support team (deskside support)) for providing support 24/7/365, Location – Mumbai, Calgary, Antwerp, Toronto & Ekati
- Looking after day to day operation of Technical Support which includes Incident Management, Service Request, Standard request, Asset Management
- Single Point of contact - Key link between Dominion Diamond IT Teams, Business users for resolving all end-user computing issues and channelizing key information, updates, changes, urgent requests and escalations
- Direct and oversee all technology operations and evaluate then according to establish goals
- Plan, strategize, configure and deliver and superlative support service for global user
- Devise and establish IT policies, process, and system for the continuous Service Improvement and implementation of strategies set by Management
- Analyze the business requirements of all departments to determine their technology needs
- SLA Management - Monitoring Service Desk & Field support performance against contractual SLA Incident Management, Request Fulfillment and Standard Changes
- Escalation Management - Point of contact for Service Desk and Field Support escalations
- Process Compliance - Ensuring that Service Desk and Field Services teams follow and adhere to compliance guidelines related to internal and external authorities including GSO
- Process Improvements - Working with ITSM process owners to work on monitoring and improving the processes around Incident Management especially around Major Incident Management
- Accountable for communication of outage to business users
- Identifying opportunities for team training and skills advancement
- Managing the team by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities and appraising their performance
- Preparing Weekly & Monthly Service Report and presenting to management
- IT Asset and Inventory Management
- Responsible for look all technical arrangement of VIP support for higher management visit to India office
- Knowledge & Experience in diagnosing, repairing, maintaining, and upgrading all hardware and equipment (Laptop, Desktop, Printers)
- Knowledge of Virtual Desktop (VDI Technology)
- Experience in Patch Management
- ServiceNow Ticketing tool (ITSM Tool) Administration.
Shift Lead - Technology/ServiceNow Support
Microland (Client - Bank Of America)
06.2016 - 12.2017
- Managing Level 2 Technical service support team
- Looking after Incident Management, Request Fulfillment & Standard Changes, SLA Management
- Understanding customer requirements in the first interaction as and when they call or visit at the support desk
- Ensuring Professional approach of greeting customer is maintained through interaction
- Encouraging the perception of IT as a preferred technology service provider by maintaining a pleasant, comfortable and inviting service environment
- Installing, troubleshooting and taking care of computer hardware repair (Laptop & Desktop)
- Troubleshooting and installing hardware and peripherals including memory, SSD drives, external backup drives, etc
- Installing MacAfee Environment on IT-supported hardware
- Evaluating and testing new technology for feasibility & implementation within business requirements
- Providing training to end-users for technical assistance on computer operating systems, use of computer equipment, software, approved application and accessories
- Besides Technical support involved in ServiceNow support as per business requirement
- Creation and modification of Service Catalog Items in ServiceNow
- Worked on creation of workflow and email notification on Incident and Requested Item table
- Worked on configuration of SLA/OLS in ServiceNow
- Providing a quarterly training to existing employee and new employees of ServiceNow utilization.
Site Incharge - Helpdesk Support
Wipro Infotech (TATA AIA)
10.2009 - 06.2016
- Heading Regional Support Desk of Level 1 and Level2 Engineers Operating from Mumbai location Supporting 600 users across West Region
- Incident Management, Request Fulfillment & Standard Changes - Level 1 & 2
- Managing performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers' expectations are met or exceeded
- Assigning Incident related to desktop, laptop, Printers and monitoring team performance
- Managing Laptop, Desktop preparation for new employee and printer configuration and Maintenance
- Handling team meetings for service improvement and customer satisfaction
- Managing Patching on laptops, desktops, and printers
- Managing allocation of systems to new users and retrieving systems from users after departure and update in Inventory of laptop and desktops and entire IT Assets
- Managing Active Directory for user account creation, password reset, and share drive access
- Daily, Weekly and Monthly calls report preparation
- Managing EPO server for users and laptop encryption
- Managing SCCM Server of all users including patching and adding resources for standard software's pushing for users.
- Provided Technical support to India users in 24/7 uptime environment, often working double shifts to accommodate time zones
Education
Bachelor of Arts - Economics
Mumbai University
Mumbai04.2009
Skills
- ServiceNow Administrator
- Incident Management
- Change Management
- Service Desk Management
- Scripting
- Performance Analytics
- Dashboard
- Flow Designer
- User Management
- Communication
- Service Catalog
- CMDB
- Strategic Planning
- Operations Management
- Troubleshooting and problem resolution
Accomplishments
I have extensive experience working on ServiceNow projects, where I have successfully managed various aspects of implementation. This includes handling tasks such as discovery, LDAP integration, service catalog creation, flow designer, and day-to-day administrative responsibilities.
Languages
English
Telugu
Hindi
Marathi
Personal Information
- Father's Name: Gatayya Kudurupaka
- Date of Birth: 07/05/87
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Qualificationscertifications
- Bachelor of Arts from University of Mumbai (03/2009)
- MCITP certification-Windows server 2008 Active Directory (70-640) (02/2013)
- MCITP certification- Windows server2008 network infrastructure (70-642)
- MCITP certification- Windows server 2008 Administrator (70-646)
- Completed ITIL 2011 Certification (12/2013)
- ServiceNow Certified System Administrator Certification (12/2019)
- Automation Anywhere Advanced RPA 11.0 (06/2020)
Projects
Wipro Infotech, TATAAIA - Mumbai, 10/2015 - 06/2016, Site Incharge (Helpdesk Support) Wipro Infotech, Firmenich Aromatics - Mumbai, 10/2011 - 10/2015, Technical Service Desk Lead Wipro Infotech, Idea BlackBerry Support - Mumbai, 06/2011 - 10/2011, Blackberry Technical Analyst Wipro Infotech, IT Source India Tech PVT LTD (Mumbai), 11/2009 - 06/2011, Blackberry Technical Analyst
Certification
ITIL Certified
Certified ServiceNow Administrator
Flow Designer Certified
Automation Anywhere RPA Certified
Timeline
Senior Manger Information Technology
Marsh Mclennan
03.2021 - Current
Project Manager
CMS IT Services
04.2020 - 03.2021
Service Desk / ServiceNow Administrator
Dominion Diamond Mines
12.2017 - 04.2020
Shift Lead - Technology/ServiceNow Support
Microland (Client - Bank Of America)
06.2016 - 12.2017
Site Incharge - Helpdesk Support
Wipro Infotech (TATA AIA)
10.2009 - 06.2016
Bachelor of Arts - Economics
Mumbai University
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