Palani Ezhumalai
Chennai
Summary
Dynamic Service Desk Manager at Tata Consultancy Services with a proven track record in incident management and knowledge management. Enhanced team efficiency by 10% and reduced ticket volume by 30%. Adept at implementing ITIL best practices and fostering collaboration, driving significant improvements in service delivery and user satisfaction.
Overview
12
12
years of professional experience
Work History
Service Desk Manager
Tata Consultancy Services
Chennai
02.2021 - 02.2025
- Led a team of 26 support specialists, improving the team's efficiency in resolving tickets by 10% in the first year.
- Designed a comprehensive reporting system that reduced issue escalation by 15% through better tracking of recurring problems.
- Collaborated with cross-functional teams to identify and resolve recurring issues, decreasing ticket volume by 30%.
- Partnered with the KM team to optimize knowledge management workflows and introduce metadata tagging, enhancing data organization and accessibility.
- Simplified the knowledge management workflow, leading to a significant decrease in expired knowledge articles, and improved information
- Contributed to the successful execution of UAT for the ServiceNow implementation, ensuring alignment with business requirements.
- Collaborated with cross-functional teams to design and execute UAT test cases, documenting the results, and identifying the defects in the ServiceNow platform.
- Identified and reported defects during UAT testing, and collaborated with the development team for timely resolution.
- Supported post-UAT validation activities, ensuring all issues identified were tracked, tested, and resolved in alignment with project timelines.
- Implemented Nexthink in the Service Desk team to enable real-time monitoring of endpoints, improving proactive issue detection and resolution for over 500 users.
- Developed remote troubleshooting workflows using Nexthink, allowing Service Desk agents to remotely diagnose and resolve user issues, reducing downtime, and enhancing productivity.
Incident Manager
Tata Consultancy Services
Chennai
05.2018 - 02.2021
- Led and managed major incidents (P1/P2), ensuring quick recovery and minimal downtime.
- Acted as a single point of contact (SPOC) for critical incidents, coordinating with technical teams and business stakeholders.
- Implemented ITIL best practices to enhance the incident, problem, and change management processes.
Worked with problem management teams to analyze trends and address recurring incidents. - Tracked incident trends and SLA performance, generating reports for leadership.
Service Desk Analyst
Sellcraft Global Solutions Pvt Ltd
Hyderabad
07.2015 - 04.2018
- Provided first-line IT support for hardware, software, and network-related issues, ensuring timely resolution.
- Logged, tracked, and resolved service requests using ITSM tools (e.g., ServiceNow, Jira, Cherwell, SM9).
- Assisted end users with troubleshooting VPN, network connectivity, email (Outlook/Exchange), and Microsoft 365 issues.
- Automated routine tasks, such as password resets and software installations, improve efficiency.
System Administrator
Cameo Corporate Services
Hyderabad
11.2012 - 07.2015
- Installed and maintained IT infrastructure for 26 branches in Telangana and Andhra Pradesh.
- Managed over 1,000 computers for all hardware and software-related issues.
- Provided remote support to different locations: Chennai, Bangalore, and Hyderabad. Create and manage new users, email IDs, etc., and resolve related problems.
- Configured Active Directory and maintained user profiles.
Education
Bachelor of Engineering - Computer Science
Dr.Paul's Engineering College
Villupuram04-2012
Skills
- ITIL Service Management
- Incident Management
- Knowledge management
- Problem Management
- Change Management
- ServiceNow administration
- Nexthink
- Technical Leadership
- Jira
- Agile Methodology
- Scrum
Languages
Tamil
First Language
English
Advanced (C1)
C1
Telugu
Intermediate (B1)
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
Recognized for Service Excellence
Received the 'Top Performer' award for outstanding customer service and technical support in 2020.
Reduced Technical Incidents
Led a team initiative that reduced recurring technical incidents by 15%, earning commendation from the CTO.
Recognized for Outstanding ServiceNow UAT Testing
Recognized for consistently identifying critical issues during the UAT Phase and ensuring successful deployment.
Certification
AI-102: Designing and Implementing a Microsoft Azure AI Solution.
AZ-104: Microsoft Azure Administrator
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridQuote
The mind is the temple, man is the god.
Software
Microsoft Office
Interests
Cooking
Bike Riding
Farming
Timeline
Service Desk Manager
Tata Consultancy Services
02.2021 - 02.2025
Incident Manager
Tata Consultancy Services
05.2018 - 02.2021
Service Desk Analyst
Sellcraft Global Solutions Pvt Ltd
07.2015 - 04.2018
System Administrator
Cameo Corporate Services
11.2012 - 07.2015
Bachelor of Engineering - Computer Science
Dr.Paul's Engineering College
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