Results-driven IT Support Team Lead with 12 years of experience in managing diverse support teams, including regular and senior IT professionals. Adept at overcoming technical challenges, driving innovation, and improving operational efficiency through proactive leadership and a sense of ownership. Passionate about continuous learning and contributing to company growth by mentoring teams and participating in recruitment efforts.
Overview
13
13
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Technical Lead - Snr License Manager
Cognizant Technology Solutions
06.2019 - Current
Provided outstanding customer support by resolving technical cases involving the ServiceNow platform and its suite of products through chat, email, web-based tools, and telephone.
Monitor and analyze software installations to identify potential policy violations and compliance risks.
Address and resolve policy violations, ensuring that compliance mitigation steps are implemented effectively.
Develop and maintain a comprehensive database of software installations and changes.
Manage and update commercial software data within SAMMY tools to ensure accuracy and completeness.
Assist in managing complex software licensing agreements, ensuring adherence to licensing terms.
Contribute to process improvements in software asset management to reduce risks, and optimize costs.
Consistently exceeded key performance indicators (KPIs) in customer satisfaction, response times, and resolution rates.
Authored and maintained internal and external knowledge base articles, documenting common issues and solutions to streamline support processes.
Collaborated with procurement and legal teams to streamline licensing contracts. Supported migration to Microsoft 365 and Adobe Creative Cloud. Trained IT staff on licensing policies and compliance procedures.
Senior Systems Engineer
Cognizant Technology Solutions
09.2016 - 05.2019
The client is implementing ServiceNow as their ticketing tool. I worked on tool implementation and enhancement.
Assessed the project scope to ensure that all details and customer expectations were completely understood ahead of time.
Suggested solutions to developing problems during the project, so that the correct modifications could be made.
Identified discrepancies to devise and initiate cost-effective solutions.
Developed workflow charts and diagrams to ensure production team compliance with client deadlines.
Consistently met deadlines and requirements for all production work orders.
Worked at the client office.
System Engineer
Cognizant Technology Solutions
06.2012 - 12.2015
Provide first-level support for IT-related issues through call, chat, and ticket system, managing an average of 100 tickets per day with a 100% resolution rate.
Collaborate with cross-functional teams to resolve complex technical issues, and escalate tickets as needed.
Document and update knowledge base articles to enhance team efficiency and user self-service capabilities.
Conduct user training sessions on IT systems and applications, improving user adoption, and satisfaction.
Managed incident and service requests using the ServiceNow ticketing tool, ensuring adherence to SLAs and customer satisfaction.
Analyzed recurring issues to identify root causes, and collaborated with IT teams to implement permanent solutions.
Developed and maintained reports on service desk performance metrics, contributing to continuous improvement initiatives.
Education
Bachelor of Science - Computer Science
Seshadripuram College
Bengaluru, Karnataka
01.2012
Skills
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Certification
ITIL V3
Interests
Travelling, Reading Books
Awards
Cognizant Cheers Award (2022), Cognizant Technology Solutions
Sr. Executive Support at Cognizant technology Solutions, Cognizant Technology SolutionsSr. Executive Support at Cognizant technology Solutions, Cognizant Technology Solutions