Sunkara Syamala
ITSM & ITAM Analyst, 3.9 Years Experience in IT industry.
Hyderabad,TG
Summary
Certified ServiceNow Administrator known for delivering high productivity and efficient task completion. Specializing in IT service management and system configuration, skilled in problem-solving, communication, and time management to enhance operational efficiency and ensure user satisfaction.
Overview
4
4
years of professional experience
4047
4047
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
ITAM Analyst
Tata Consultancy Services Limited
08.2024 - Current
- Handled ServiceNow incidents and requests related to SAM operations
- Developed knowledge base articles, and maintained documentation for common issues.
- Fulfilled software license requests raised through the ServiceNow catalog for enterprise applications like Microsoft 365, Adobe Creative Cloud, and Power BI.
- Maintained accurate records of software assignments and usage in ServiceNow SAM and Excel trackers.
- Responded to user queries related to software access, installation issues, and entitlement clarification, ensuring quick and efficient resolution.
Support Executive
TCS
08.2021 - 08.2024
- Managed high-volume support tickets effectively, prioritizing urgent cases and delegating to team members when necessary.
- Connected with customers via remote sessions to troubleshoot and resolve technical issues efficiently.
- I have hands-on experience working with ITSM modules in ServiceNow, including Incident, Problem, Change, and Request Management.
- Managed user account creation, modification, and deactivation in Active Directory as part of access management procedures.
- Oversaw VPNs to deliver secure virtual network access to remote users.
- Performed root cause analysis on recurring problems to ensure permanent resolution of incidents.
- Worked on incidents related to endpoint devices (laptops/desktops), network issues, application access provisioning, job role mirroring, Citrix-based applications, software installation etc.
Education
MCA - Computer And Information Systems
KIET GROUP OF INSTITUTIONS
Bachelor of Science - Statistics
Aditya Degree College
Skills
Incident Handling
End-user support and issue resolution
SLA monitoring and management
Root cause analysis
Major incident coordination
Knowledge base documentation
Certification
ServiceNow CSA certification
Timeline
ITAM Analyst
Tata Consultancy Services Limited
08.2024 - Current
Support Executive
TCS
08.2021 - 08.2024
MCA - Computer And Information Systems
KIET GROUP OF INSTITUTIONS
Bachelor of Science - Statistics
Aditya Degree College