Open To Work
Palle Naveen Kumar Reddy
IT Analyst
Hyderabad,TG
Summary
IT Support professional with 6+ years of experience, including 4.7+ years in International Service Desk and Technical Support. Skilled in leading teams, managing escalations, and mentoring engineers while ensuring SLA, KPI, FCR, and CSAT compliance. Experienced in ServiceNow dashboard design, operational reporting, and ITIL process management, with strong expertise in Microsoft 365, Active Directory, Intune, Citrix, VPN, and Incident Management. Seeking a Service Desk Team Lead role to drive team performance, stakeholder satisfaction, and operational excellence.
Overview
6
6
years of professional experience
Work History
IT Analyst
TCS Adibatla
Hyderabad, Telanagana
09.2025 - Current
- Acted as Service Desk SME, supporting engineers with complex issues, escalations, process guidance, and operational queries.
- Monitored SLA, KPI, FCR, CSAT, backlog, ticket volume, and quality metrics and supported corrective actions to
improve team performance. - Conducted shift-wise Service Desk standups and operational reviews, using ServiceNow reports and dashboards to discuss volumes, priorities, SLA risks, and backlog.
- Coordinated with L2/L3 teams and cross-functional stakeholders for critical escalations, process issues, and timely
resolution of high-priority incidents. - Mentored and coached Service Desk engineers on ServiceNow processes, ITIL procedures, ticket quality, Knowledge Management, reporting, and operational best practices.
- Managed and Created ServiceNow Users and Groups, including adding/removing members, maintaining user records, coordinating access requirements.
- Designed and maintained ServiceNow Dashboards to provide real-time visibility into Service Desk performance, SLA compliance, ticket trends, and key operational metrics.
- Analyzed ServiceNow data and reporting metrics to identify SLA risks, backlog trends, recurring issues, incorrect routing, and process gaps.
- Supported ServiceNow Incident, Request, Change, and Knowledge Management processes in alignment with ITIL practices and organizational procedures.
- Managed Knowledge Management and KBA activities, including Knowledge Base Article creation, updates,
maintenance, and documentation. - Supported SNow configuration and administration related to users, groups, assignment groups, reporting,dashboards, queues, and operational processes.
- Worked with stakeholders to gather ServiceNow reporting requirements and developed reports and dashboards based on business and operational needs.
- Supported ServiceNow pilot and process implementation activities, including user/group setup, reporting, dashboard development, and process documentation.
Sr. System Engineer
Cognizant Technologies
Hyderabad
10.2023 - 07.2025
- Acted as the first point of contact for end-user technical issues via phone, email, chat, and remote tools, delivering prompt and professional support to global users.
- Provided Tier 1 & 1.5 support for Windows, Office 365, VPN, printer, network, and application-related issues.
- Troubleshoot Outlook/Exchange/O365 issues, including mailbox access, shared folders, distribution lists, calendar sync, and profile corruption.
- Supported VPN tools (AnyConnect, FortiClient, GlobalProtect), resolving basic and intermediate connectivity issues, certificate errors, and MFA enrollment.
- Resolved hardware/software issues for desktops, laptops, peripherals (printers, scanners, webcams), and performed remote support using tools likeTeamViewer, AnyDesk, Screen meet, MS teams.
- Collaborated closely with L2/L3 teams for escalations, sharing detailed documentation and assisting in Root Cause Analysis (RCA) for repeated issues.
- Regularly utilized internal Knowledge Base (KB) articles to deliver accurate, policy-compliant support; actively contributed by identifying gaps and suggesting or drafting KB updates.
- Performed basic OS troubleshooting, application installation/configuration, and remote patching or updates via SCCM and Intune (L1.5-level responsibilities).
- Participated in daily handovers, bridge calls, and P1/P2 incident tracking, acting as an informal shift lead or off-paper SME guiding peers in technical escalations and queue management.
- Monitored and triaged incident queues, enforced SLA adherence, and coached L1 team members on standard procedures and KB usage to improve service quality.
- Proactively flagged repeated technical issues for problem management analysis and helped maintain ticket hygiene across the shift.
- Maintained high levels of customer satisfaction (CSAT) through clear communication, empathy, and timely follow-ups, even under pressure.
- Familiar with ITIL practices using tools such as ServiceNow, Salesforce for end-to-end ticket lifecycle handling.
Sr. Associate Technical Support
Tech Mahindra
HYDERABAD
01.2021 - 10.2023
- Speaking with customers to clarify fault and to provide assurance and empathy Served as first point of contact for incoming technical service calls and emails.
- Resolving of support tickets following major system malfunction.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Used remote login tools to assist clients with technical and product questions.
- Maintained up-to-date case documentation for future reference.
- Manage day-day operations SLA
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Responsible to document customer transactions accurately in the appropriate systems
- Coordinate with the co-workers, lead persons and other departments as appropriately
- Identified needs of customers promptly and efficiently.
- Working on Internet Technology and Networking like LAN, WAN, Networking equipment, Switches, Servers, DHCP & DNS, TCP/IP, LAN, Routers, Firewall, VPN, VLAN and ticketing tools.
- Providing support on OS Environments: Windows7, Windows 10 & Office Package: MS office-2010,2014,2016.
Tr. Team Lead
The Corinthians Resorts and Club
Pune
01.2017 - 04.2018
- Led team in delivering exceptional guest services at luxury resort and club.
- Coordinated daily operations to ensure smooth workflow and efficiency.
- Trained new staff on resort policies and customer service standards.
- Monitored team performance and provided constructive feedback regularly.
- Implemented staff scheduling to optimize resource allocation and coverage.
- Resolved guest concerns promptly to enhance overall satisfaction levels.
- Collaborated with management on improving service quality and operational processes.
- Facilitated team meetings to discuss goals, updates, and operational challenges.
- Trained new staff in relevant processes and procedures.
Education
Bachelor of Hotel Management - Hospitality
Osmania University
HYDERABAD05.2016
High School Diploma -
NRI Jr College
Guntur05.2013
SSC -
Keshava Reddy Residential School
Panyam05.2011
Skills
- Team Management
- Service Improvement Planning (SIP)
- Quality Assurance (QA) for Tickets
- Queue & Workload Management:
- Major Incident Handling & Escalation Management
- SLA and KPI Management
- People Management
- ServiceNow Dashboard Creation
- FCR analysis
- SNOW Dashboard Creation
- ITIL Escalation Management
- Incident Management RCA
- Access Management
- Daily Standup meetings with Team
- Knowledge article management
- Trainings, Learning and coaching sessions
- Team Support and Floor support
- Cross-Functional Coordination
- Pilot Project Implementation Queue management
Languages
Telugu
First Language
English
Advanced
C1
Hindi
Upper Intermediate
B2
Telugu
Proficient
C2
Timeline
IT Analyst
TCS Adibatla
09.2025 - Current
Sr. System Engineer
Cognizant Technologies
10.2023 - 07.2025
Sr. Associate Technical Support
Tech Mahindra
01.2021 - 10.2023
Tr. Team Lead
The Corinthians Resorts and Club
01.2017 - 04.2018
Bachelor of Hotel Management - Hospitality
Osmania University
High School Diploma -
NRI Jr College
SSC -
Keshava Reddy Residential School
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation: Hyderabad, TG, IN
Open to relocation: Yes