Naveen Nyamagouda
Jamkhandi
Summary
Senior IT Support professional with nearly 3.1 years of experience in Identity & enterprise IT service operations. Proven ownership of Incident, Problem, Change, and Outage Management, including P1/P2 escalations and major incident coordination. Consistently achieve 95%+ SLA compliance, support 99.9% service uptime, and resolve 20– 30+ tickets per day while maintaining high customer satisfaction.
Overview
3
3
years of professional experience
Work History
Senior Technical Process Executive
Infosys BPM Limited
11.2024 - Current
- Deliver enterprise-level desktop and technical support, resolving hardware, software, network, VPN, and access-related issues while maintaining 95%+ SLA compliance.
- Diagnosing and resolving complex technical issues that require in-depth knowledge and experience.
- Handled escalated incidents and problems using Service Now, coordinating with higher-level technical teams or clients.
- Oversees the incident management process, ensuring that incidents are resolved promptly and effectively.
- Solve complex technical incidents related to client applications, web portals, Office 365, and Microsoft products, Oracle, SAP.
- Manage Incident, Problem, Change, and Outage Management, handling P1/P2 escalations, performing RCA, and leading major incident communication, impact analysis, and post-incident reporting.
- Provide multi-platform endpoint and system support across Windows, macOS, iOS, and Android, resolving application, security, and access issues.
- Support VPN and remote access solutions to ensure secure and reliable connectivity for remote and hybrid users.
- Work extensively with ServiceNow, Microsoft dynamics, Oneidm, Mytech, Tanium, Microsoft Azure, and other ITSM tools, triaging and resolving 20–30+ tickets per day based on business impact and priority.
- Collaborate with infrastructure, security, and application teams, delivering real-time user assistance via Microsoft Teams and Live Chat while maintaining high customer satisfaction.
- Implemented and managed incident management processes that facilitated timely resolution of issues.
- Identifying and addressing the root causes of recurring incidents to prevent future occurrences.
Technical support advisor
Concentrix Pvt. Ltd.
Bengaluru
01.2023 - 09.2024
- Diagnose and troubleshoot technical issues, including account setup.
- Guided clients through steps via phone, email, or chat to resolve technical issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Tracked computer system issues to resolution within agreed time limits.
- Provide prompt and accurate feedback to customers.
- Refer to internal databases or external resources to provide accurate tech solutions.
- Properly escalate unresolved issues to appropriate internal teams.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Followed up with clients to confirm full functionality of IT systems post-troubleshooting.
- Research and identify solutions to software and hardware issues.
- Document technical knowledge in the form of notes and manuals.
- Handling customers and commercial clients for tech issues and resolving using specific tools and troubleshooting.
- Cultivated positive relationships with clients through regular communication and support.
- Trained new employees on technical procedures and best practices.
Education
Master of Science - computer Applications
VTU University
Belagavi, Karnataka01.2022
Bachelor of Science - BCA
People Tree Education Society
Belagavi05-2019
Skills
- ITIL-based service management
- ServiceNow platform expertise
- Incident resolution and problem-solving
- Change control and outage response
- Priority escalation handling
- Root cause identification (RCA)
- Service level agreement compliance
- Endpoint security with Tanium and Azure
- Remote access solutions (VPN)
- Identity management systems (OneIDM, MyTech)
Personal Information
Date of Birth: 07/15/98
Hobbies and Interests
- Listening to Music
- Watching Movies
Disclaimer
I hereby declare that the above information is true to the best of my knowledge and belief.
Languages
- English
- Kannada
- Hindi
- Marathi
Core Skills
Incident Management, Problem Management, Change Management, Outage Management, P1/P2 Escalations, Root Cause Analysis (RCA), SLA Compliance, ServiceNow, ITSM Ticketing, VPN & Remote Access, Microsoft Dynamics, Oneidm, Mytech, Tanium, Microsoft Azure
Timeline
Senior Technical Process Executive
Infosys BPM Limited
11.2024 - Current
Technical support advisor
Concentrix Pvt. Ltd.
01.2023 - 09.2024
Master of Science - computer Applications
VTU University
Bachelor of Science - BCA
People Tree Education Society