Surya Mohan Kudikala
Senior Service Desk Specialist
Bangalore
Summary
IT professional with over 5 years of hands-on experience in advanced IT skills, IT Service Management (ITSM), and Service Delivery Assurance. Proven track record of driving customer satisfaction through effective solutions and strategic initiatives. Expertise in leadership and senior IT roles fosters team collaboration and enhances operational efficiency. Known for strong focus on team collaboration and delivering reliable solutions in service desk environments.
Overview
6
6
years of professional experience
1
1
Certification
2
2
Languages
Work History
Senior Service Desk Specialist
Endava
03.2025 - Current
- A lead delivery instructor of the onboarding curriculum for new hire Customer Success Guides, covering product knowledge, customer success techniques, industry insights, customer value realization, and the broader customer journey.
- Providing ongoing coaching and support to new hires to reinforce learning and address individual needs.
- Partner with Global Learning and Development colleagues to maintain onboarding documentation, manuals, and resources for ongoing reference.
- Document, track, and monitor the client’s problems and issues to ensure a timely resolution.
- Provide technical expertise and support for cloud-based technologies such as O365, Active Directory, Cloud PC, Azure, and AWS.
- GalaxE Solutions has merged with Endava
- Led incident resolution initiatives, improving response times and enhancing overall service desk efficiency and effectiveness.
- Utilized ITSM tools to track and analyze service desk performance, identifying trends that informed strategic enhancements.
- Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guides for the team.
Service Delivery Technical Trainer
GalaxE Solutions
08.2023 - Current
- Work closely with support managers and delivery managers to understand the landscape and fill in as a backup when required.
- Delivered virtual and face-to-face instructor-led training, performed live call simulations with L1 and L1.5 agents, audited new hire calls on RingCentral and Genesys, and provided feedback.
- Onboarding and New Hire Training: Facilitated onboarding programs for new IT Service Desk hires, ensuring a smooth integration into the team. Also, facilitated training for existing members to improve their performance and metrics.
- Technical and Customer Service Training: Deliver training sessions covering technical skills related to IT support, incident management, problem resolution, and customer service.
- Create training materials and presentations on Articulate and Rise 360, upload the content to the LMS, assign courses to trainees via the LMS, and prepare documentation to support training initiatives.
- Trained the new hires on advanced tech solutions such as Cisco AnyConnect, Citrix Cloud, Meraki configuration, Active Directory admin functions, RSA Soft Token and Hard Token management, Citrix VDI, troubleshooting hardware issues, ServiceNow ticket creation, complete ticket documentation, and call management systems: RingCentral and Genesys.
- Developed and delivered technical training programs, enhancing employee knowledge and improving service delivery efficiency.
- Collaborated with cross-functional teams to identify training needs, aligning educational resources with operational goals and enhancing overall performance.
Senior Service Delivery Analyst
GalaxE Solutions
02.2023 - 07.2023
- Providing Incident, query and service request management and monitoring (escalation).
- Remote desktop support, user access management, password reset, account unlocks, Troubleshooting VPN issues, Microsoft Office Issues, Internet, Software & Hardware Issues and Mac/Windows OS support.
- Review and Maintain internal Service Desk Support/Knowledge Base.
- Take full ownership of the Incident from Creation to Closure.
- Supports the SDM with management of major incidents and / or escalations, confidently managing progress against agreed actions and communicating updates.
- Led cross-functional teams to enhance service delivery processes, resulting in improved client satisfaction and reduced response times.
- Mentored junior analysts in best practices for service delivery, fostering skill development and enhancing team productivity.
- Collaborated with IT teams to optimize system performance and streamline workflows, significantly improving service quality and reliability.
Service Delivery Analyst
GalaxE Solutions
07.2021 - 07.2023
- Resolve routine issues, escalate complex problems, and ensure timely resolution of service-related incidents
- Expert troubleshooting on Cisco AnyConnect VPN configuration, Citrix cloud, Meraki configuration, RSA Token (Hard token and Soft Token) setup, RSA Token Management using SecurID and RSA Admin Console, Active Directory Admin functions, Citrix VDI, ServiceNow ticket creation, complete ticket documentation
- Strong written and verbal communication skills for interacting with clients and team members.
- Possesses a working understanding of the service management framework, including ITIL practices, processes, and procedures.
IT Service Delivery Engineer
Alten (Client: Group Renault)
06.2019 - 03.2020
- ServiceNow Discovery Configuration, Implemented Run Book Automation IT processes
- Ensure the security of data, network access and backup systems
- Regular and accurate management reports on IT service performance
- Worked with internal and external teams to ensure actions are taken and completed to protect and improve services
- Manage, prioritize and report incidents and issues in ServiceNow, Salesforce and Jira
- Help / lead the team to provide effective 2nd level assistance on all identity and access management
- ServiceNow platform implementation, development, support, enhancement
Education
Master of Science - Computer And Information Systems Security
04.2001 -
Bachelor of Science - Computer Science
04.2001 -
Skills
Understand full ITSM application lifecycle
Strong customer service and excellent verbal/written communication
Expert in Cisco AnyConnect VPN, RSA Token (Hard token and Soft Token) setup, RSA Token Management using SecurID and RSA Admin Console, Citrix cloud, Meraki configuration, Active Directory Admin functions, Citrix VDI, Troubleshooting hardware issues, ServiceNow ticket creation, complete ticket documentation, and Call management system: RingCentral/Genesys
Know how to build training content on Articulate: Rise 360, StoryLine and QuizMaker for creating quizzes
Expert in uploading training content to LMS and assigning the courses/LMS quizzes to the team
Virtualization : VMWare, VirtualBox
Experience with Office 365, Nagios, IBM BigFix, Bitlocker, McAfee Endpoint Security, ServiceNow, Microsoft Intune, GetResponse CMS, Jira, Salesforce, Postman, Canva
Incident Management and ITSM tools
Certification
ITIL 4 Foundation Certificate in IT Service Management (2019-12 - Present)
Accomplishments
- Outstanding Contribution Award (2022-09 - Present)
- Outstanding Contribution Award Received by GalaxE Solutions from HR
ORGANIZATIONS
- WebGram (2020-07 - 2021-02)
- IT support engineer for Web Apps
Timeline
Senior Service Desk Specialist - Endava
03.2025 - Current
Service Delivery Technical Trainer - GalaxE Solutions
08.2023 - Current
Senior Service Delivery Analyst - GalaxE Solutions
02.2023 - 07.2023
Service Delivery Analyst - GalaxE Solutions
07.2021 - 07.2023
IT Service Delivery Engineer - Alten (Client: Group Renault)
06.2019 - 03.2020
EPITA - Master of Science, Computer And Information Systems Security
04.2001 -
JNTUH - Bachelor of Science, Computer Science
04.2001 -