Summary
Work History
Education
Skills
Software
Certification
Timeline
Generic

Pangannaya Swati UdayKumar

Summary

IT Service Desk professional with experience at Cognizant, progressing from Service Desk Executive to Tech Lead. Skilled in
incident and ticket management, client onboarding/offboarding, escalation handling, and end-user technical support, with a
strong track record of maintaining service quality and coordinating across teams. Seeking to bring proven service desk
experience

Work History

Systems Analyst

Cognizant Technologies Solutions
  • Working on over 1,000 tickets, including incidents and requests. I am the first point of contact while handling calls, chats, and tickets, meeting a high percentile in FCR.
  • Basic L1 troubleshooting for hardware and software issues via remote support.
  • Install, configure, and upgrade hardware and software.

Senior System Analyst

Cognizant Technologies Solutions
  • Coordinated and troubleshot incidents and service requests reported by end users via call and chat support, ensuring adherence to all KPIs.
  • Coordinated technical support for clients by engaging different teams and towers during outages.
  • Managed client onboarding and offboarding processes.
  • Mentored new employees by delivering knowledge transfer (KT) as a subject matter expert (SME).
  • Coordinated ticket handling in the queue, focusing on escalations and aging tickets.
  • Addressed outages, P2, and VIP tickets.
  • Created troubleshooting documentation (KB) for process development.

Tech Lead

Cognizant Technologies Solutions
  • Directed cross-functional teams to achieve timely delivery of high-quality software solutions.
  • Coached junior developers, promoting skill enhancement, and encouraging knowledge transfer.
  • Created technical documentation supporting system maintenance and enhancing user training.
  • Developed and showcased SLA/Ola dashboards, executive summaries, and performance decks for weekly service reviews (WSR) and quarterly business reviews (QBR), driving informed decision-making at senior client and governance levels.

Education

BCOM -

Alvas College
Mangalore, India
04.2001 -

Skills

End user support

Mobile application development

Application support

Technical documentation

Microsoft desktop applications

Excellent communication

Team collaboration

Network configuration

Software

ServiceNow

Citrix Workspace

Windows App

GoTo Rescue (LogMeIn)

Active Directory

AS400/iSeries

JD Edwards

Password Central,

Smart Support

NetSuite WMS

Office 365 (Teams, SharePoint, Outlook)

Bit warden

SolarWinds

VM Orchestrator

Certification

ITIL V4 Foundation — IT Service Management

Timeline

BCOM -

Alvas College
04.2001 -

Systems Analyst

Cognizant Technologies Solutions

Senior System Analyst

Cognizant Technologies Solutions

Tech Lead

Cognizant Technologies Solutions
Pangannaya Swati UdayKumar