PRIYANGA KRISHNAN SHANMUGAM
Bangalore
Summary
Experienced ServiceNow Administrator (CSA) with over 11 years in IT, specializing in ServiceNow Administration and IT service management. Expertise in platform administration, ITSM module support, user and role management, and Service Catalog configuration. Knowledgeable in ITIL processes and change management, with strong analytical and troubleshooting skills.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Information Systems Consultant
Lumen Technologies
04.2024 - 02.2026
- Administered ServiceNow platform while providing daily support for ITSM applications.
- Managed user groups, roles, and access permissions to ensure security compliance.
- Configured incident, request, change, and problem management modules for optimized functionality.
- Created and maintained service catalog items and catalog tasks to enhance user experience.
- Supported Flow Designer automations for standard business processes to improve efficiency.
- Developed reports and dashboards for operational insights and management oversight.
- Coordinated update sets and deployments across environments to maintain system integrity.
- Assisted in troubleshooting ServiceNow issues, resolving production incidents promptly.
Information Systems Engineer
Lumen Technologies
09.2016 - 03.2024
- Managed Active Directory administration including users, groups, GPOs, and access provisioning.
- Administered Office 365 and Exchange Online mailboxes.
- Managed Patch Management using WSUS, Tanium, Shavlik, Ivanti, SolarWinds.
- Performed Windows Server administration and monitoring.
- Supported Email Security and Endpoint Security solutions.
- Led enterprise change implementations, collaborating with multiple technical teams to ensure successful integration and minimal disruption.
- Developed and documented SOPs and MOPs to standardize processes and enhance operational efficiency.
- Coordinated onboarding and offboarding processes to facilitate seamless transitions for new hires and departing employees.
- Delivered knowledge transfer sessions and trained support teams.
- Followed ITIL Incident, Change, and Request Management processes.
Junior Technical Consultant
Dell Technologies
07.2014 - 09.2016
- Migrated user systems from Windows XP to Windows 7, providing desktop support and facilitating user transition.
- PVR Cinemas: Active Directory consolidation from multiple forests into a single forest. User migration and AD administration.
- Volkswagen India: SCCM deployment. Windows 7 Enterprise rollout. OS imaging and deployment. SCCM server configuration.
- Administered Summit Tool for asset management, maintaining inventory accuracy and optimizing resource allocation. Managed service delivery tasks to enhance customer satisfaction and ensure system uptime.
Education
Bachelor of Engineering - Computer Science & Engineering
Anna University
01-2013
Skills
- ServiceNow Administration
- ITSM Administration
- ServiceNow: ITSM
- ServiceNow: Incident
- ServiceNow: Change
- ServiceNow: Problem
- ServiceNow: Request Management
- ServiceNow: Service Catalog
- ServiceNow: Flow Designer
- ServiceNow: Reports
- ServiceNow: Dashboards
- ServiceNow: User Administration
- ServiceNow: Update Sets
- Incident Management
- Change Management
- Exchange Online
- Service Catalog
- Flow Designer
- Reports & Dashboards
- Business Rules
- Client Scripts
- UI Policies
- Notifications
- Active Directory
- User & Role Administration
- Virtualization Management
- Vulnerability Management
- Process Documentation
- ITIL v4
- Technical Support
- Active Directory
- Office 365
- Exchange Online
- Windows Server
- Endpoint Security
- Microsoft Defender
- Security: Proofpoint
- Virtualization: Virtualization Management
- Patch Automation
- Asset Management
- JavaScript
- Glide API
- ServiceNow
- JavaScript
- Glide API
Certification
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ITIL v4 Foundation
- Microsoft Certified Solutions Associate (MCSA)
- CCNA Routing & Switching
Accomplishments
- Over 11 years of experience in enterprise IT support and infrastructure.
- Successfully transitioned from infrastructure operations to ServiceNow administration.
- Supported enterprise-scale ITSM operations following ITIL best practices.
- Experienced in cross-functional collaboration and process improvement initiatives.
Timeline
Information Systems Consultant
Lumen Technologies
04.2024 - 02.2026
Information Systems Engineer
Lumen Technologies
09.2016 - 03.2024
Junior Technical Consultant
Dell Technologies
07.2014 - 09.2016
Bachelor of Engineering - Computer Science & Engineering
Anna University