Palle Naveen Kumar Reddy

Service Desk Subject Matter Expert (SME)
o Led a team of Service Desk engineers, overseeing daily performance, escalations, and adherence to SLA/KPI
targets.
o Acted as the first point of escalation for critical and complex tickets, ensuring timely resolution and customer
satisfaction.
o Provided hands-on support during high ticket volumes and floor support to ensure consistent service delivery.
o Conducted daily shift-wise standups based on ticket volumes and documented Minutes of Meeting (MOM) for all
sessions.
o Coordinated with L2/L3 teams and cross-functional stakeholders for faster resolution of high-priority incidents.
o Managed and implemented client-requested changes following ITIL-based change management processes with minimal
business impact.
o Contributed to continuous service improvement by analyzing ticket trends and optimizing workflows.
o Developed and maintained knowledge base articles, SOPs, and best practices for team reference.
Reviewed and approved tickets placed on hold or routed to other queues, ensuring proper documentation within
ServiceNow.
o Ensured 100% accurate troubleshooting across all assigned tickets as a Subject Matter Expert (SME).
o Identified trends in ticket handling, including recurring issues and process gaps, to drive continuous improvement.
o Owned and drove Knowledge Management activities, including Knowledge-Based Article (KBA) creation and
maintenance.
o Shared best practices and implemented corrective actions to improve operational efficiency and reduce backlog.
o Mentored and coached engineers through regular learning and coaching sessions, improving technical proficiency.
o Performed First Call Resolution (FCR) analysis, identifying shift-left opportunities, incorrect cancellations, and improperly
routed tickets.
o Supported end-to-end ServiceNow setup for pilot projects, contributing to process design and implementation.
o Designed and developed ServiceNow dashboards to track operational performance, SLA compliance, and key metrics.
o Collaborated with stakeholders and cross-functional teams to align service desk operations with business goals.
o Monitored team performance metrics (SLA, KPI, FCR, CSAT) and implemented action plans to address performance
gaps.

• 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, achieving consistent First Call Resolution (FCR) and exceeding SLA targets.
• Performed Active Directory user account management, including password resets, account unlocks, security group membership updates, and profile recreation.
• 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 (Incident, Request, Escalation Management), using tools such as ServiceNow, Salesforce for end-to-end ticket lifecycle handling.

• 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.

• 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.