Aparna Pradhan
Hyderabad
Summary
Dynamic Subject Matter Expert at Tata Consultancy Services with a proven track record in ServiceNow management and team collaboration. Expert in dashboard creation and SLA monitoring, I have enhanced service delivery and training processes, driving productivity improvements and fostering a high-performing environment. Recognized for delivering actionable insights through comprehensive reporting.
Overview
7
7
years of professional experience
Work History
Subject Matter Expert (SME)
Tata Consultancy Services
07.2024 - Current
- Managing end-to-end operations in ServiceNow, including creating dashboards, generating monthly reports, performing Root Cause Analysis (RCA), monitoring SLA adherence, and scrubbing tickets.
- Handling incident and catalog management efficiently to ensure smooth service delivery.
- Delivered process training to new hires, ensuring a smooth onboarding experience, and knowledge transfer.
- Conducting monthly Process Knowledge Tests (PKTs) to assess and reinforce team understanding.
- Built a strong team rapport, fostering a collaborative and high-performing work environment.
- I am currently working on Excel reports intended for higher management, aiming to offer clearer insights into the effectiveness and reach of our service to customers.
L2 Technical Support
Kyndryl
Hyderabad
08.2021 - 06.2024
- Led a team of 5 members in resolving technical issues, ensuring timely and effective support delivery.
- Enhanced productivity through consistent queue monitoring and tracking, with regular reporting on team performance and workload metrics to leadership.
- Contributed to the training and development of team members, promoting faster issue resolution and knowledge sharing.
- Collaborated effectively across the team to improve ticket resolution timelines and overall service quality.
- Promoted to Band 5 - L2 Senior Technical Support, ANZ Account (MAC Process).
- Recognized for performance and promoted to Band 5 role as L2 Senior Technical Support.Responsible for handling and resolving high-priority escalation tickets with accuracy and efficiency.
- Maintained consistent productivity standards while ensuring service quality.
- Created and managed Excel-based reports to track ticket metrics, team performance, and workload distribution.
Technical Support & Back Office Representative
SITEL India Pvt Ltd
Hyderabad
01.2019 - 07.2021
- Handled backend escalations from customers, clients, and network suppliers, ensuring timely and effective resolutions.
- Supported the Escalations Executives Team by providing real-time solutions and expert guidance.
- Conducted training sessions for employees to help them understand and execute the process efficiently.
- Acted as a go-to support resource, answering queries and resolving issues during live operations.
- Collaborated closely with team management, offering process improvement suggestions to enhance customer, employee, and client experiences.
Education
Bachelor of Computers -
Avanthi Degree College
10.2019
State Board of Secondary Education -
New Chaitanya Junior College
05.2016
S.S.C. -
Gowtham Model School
06.2014
Skills
- ServiceNow Platform
- Microsoft Tools
- Microsoft Active Directory (AD)
- Microsoft Exchange / Outlook
- SCCM
- JAMF
- Intune
- Remote Tools
- IT Service Management (ITSM)
- Knowledge Management
- Service Level Agreements
- Dashboard Creation
- SLA/KPI Monitoring
- Trend Analysis
- Weekly/Monthly Report Generation
- Productivity improvement
- ServiceNow management
- Dashboard creation
- Team collaboration
- Performance reporting
Accomplishments
- Received Performance Certificates awarded Quarterly and Monthly based on Customer Satisfaction ratings.
- Recognized for average handling time and issue resolution
Hobbies and Interests
- Learning new skills and exploring new technologies.
- Reading Books.
Languages
- English
- Hindi
- Telugu
Timeline
Subject Matter Expert (SME)
Tata Consultancy Services
07.2024 - Current
L2 Technical Support
Kyndryl
08.2021 - 06.2024
Technical Support & Back Office Representative
SITEL India Pvt Ltd
01.2019 - 07.2021
Bachelor of Computers -
Avanthi Degree College
State Board of Secondary Education -
New Chaitanya Junior College
S.S.C. -
Gowtham Model School
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services
Naimish AgnihotriNaimish Agnihotri
Assistant Delivery Manager at Tata Consultancy Services, Global Shared ServicesAssistant Delivery Manager at Tata Consultancy Services, Global Shared Services
ARAVA ANANTHA RAOARAVA ANANTHA RAO
Information Security Manager at Tata Consultancy ServicesInformation Security Manager at Tata Consultancy Services