Sushmitha S Shetty
Mangalore
Summary
Dynamic IT professional with a proven track record , excelling in incident management and technical troubleshooting. Adept at utilizing ServiceNow to enhance service operations and achieve 100% quality in ticket resolution. Strong communicator and collaborator, committed to delivering effective solutions and driving continuous improvement in ITIL processes.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk ( L1 Support )
Infosys
03.2022 - Current
- Project: Truist - IAM Production Support.
- Applications: SSPR, and OIM.
- Monitoring ticketing tool: SNOW [ServiceNow], with the responsibility to restore normal service operations as quickly as possible, and to minimize the impact on business operations.
- Health check activity - logging into servers and monitoring disk space and services running for SSPR (self-service password reset), teammate, SSPR retiree, Shape, MBAM.
- Submitting ad hoc requests for the changes required in the production environment.
- Tracking the incidents and service tickets, and if required, involving the technical teams on a bridge along with the client, and getting the issues resolved ASAP.
- Maintaining 100% quality, following up with the team on a regular basis, and also providing RCA for any errors that occurred.
- RCA needs to provide for SLA-breached tickets.
- Monitoring alerts and taking actions.
- Sharing the monthly and weekly WSR report.
- Providing Reports (Monthly and Weekly WSR)
- ITIL Process (Information Technology Infrastructure Library)
Education
Bachelor of Computer Applications -
St. Agnes
Mangalore 05-2021
Skills
- Incident management
- ServiceNow
- Root cause analysis
- Change management
- ITIL process
- Issue troubleshooting
- Communication
- Teamwork and collaboration
- System monitoring
- Ticket tracking
- Alert monitoring
Languages
Kannada
First Language
English
Advanced (C1)
C1
Certification
Infosys Certified Open Chain Practitioner
Infosys Certified Communications Industry Professional
Infosys Certified CPG Retailing Associate
Infosys Quality Certified Engineer
Infosys Certified L1 Junior Network Admin Professional
Timeline
Service Desk ( L1 Support )
Infosys
03.2022 - Current
Bachelor of Computer Applications -
St. Agnes
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