Bhagya Raju B K
Bangalore
Summary
Dedicated IT professional with expertise in Ticket Triage and ServiceNow. Proficient in ITSM and ITIL frameworks, ensuring efficient Service Request, Incident Management, and Change Management processes. Committed to leveraging technical skills to enhance organisational efficiency and support career progression within the IT sector.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Specialist
WELLS FARGO (Payroll: HCL Technologies Ltd)
03.2023 - Current
- Handling Service Request(SR) tickets to provision Software
- Actioning SRs within the stipulated timeframe
- Engaging different workgroups for fulfilling the user requirements
- Ensure all interactions and transactions are documented in the ticketing system
- Follow up with work groups and ensure the activity is completed
- Handling the Aging and escalation requests to complete the user requirement within SLA
- Work in multiple internal tools like Software Market, TSC, LAN Central and Geo Compliance tool
- Educate the user about process documents and make aware of them to submit a proper request
Senior Support Engineer
WELLS FARGO (Payroll: Euclid Innovations)
05.2022 - 03.2023
- Enterprise Lifecycle Team handles Service Request (SR) provisioning assets for new users
- Actioning SRs within the stipulated timeframe
- Engaging different workgroups for fulfilling the user requirements
- Additional asset requirement, changes with the existing device for current users
- Lifecycle replacement for end-of-life devices
- Ensure all interactions and transactions are documented in the ticketing system
- Follow up with work groups and ensure the activity is completed
- Manage queries and handle escalations on a timely basis
- Provide priority support for Trade floor users and Rush requests
Service Desk Engineer
COGNIZANT (Payroll: Artech Infosystems)
04.2021 - 05.2022
- Providing Hypercare support to the AbbVie users located in different countries around the globe
- Be responsible for the support and maintenance of a large monitoring infrastructure
- Logging ticket based on input received from users via various support channels like email, call, chat
- Performing initial triage on the issue received before engaging different work groups
- Follow Standard Operating Procedures (SOPs)
- Participate in 24x7 on call rotation and attend user calls who are having issue with the applications
- Ensure thorough and complete monitoring of all environments
- Analyzing and increasing the priority of the ticket to P1 or P2 depending on the client impact
- Take overall responsibility for incident management and request fulfillment on the Service Desk
- Workload management including scoping, estimation, level of effort, prioritization of work
- Monitoring and Ticketing Tools – Bugtrack, ServiceNow
- Following up with work groups and ensuring the activity is completed on time
- Creating tickets for any repeated scenario to get a permanent fix
- Performing the necessary activities within SLA and maintaining 95% SLA achievement
- Manage and resolve queries and escalations on a timely basis
- Monitor the tickets and bugs regularly to ensure quick resolution
- Communicate at regular intervals to the customer or stakeholder advising on the status of the ticket
- Ensure all interactions and transactions are accurately and timely documented in the ticketing system
Education
B.E - Electronics & Communication
SJB Institute of Technology
Skills
- Ticket Triage
- Active Directory
- ServiceNow
- ITSM
- ITIL
- Service Request
- Incident Management
- Change Management
Certification
- ITIL
- Cyber Security
- Basic Troubleshooting
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Senior Specialist
WELLS FARGO (Payroll: HCL Technologies Ltd)
03.2023 - Current
Senior Support Engineer
WELLS FARGO (Payroll: Euclid Innovations)
05.2022 - 03.2023
Service Desk Engineer
COGNIZANT (Payroll: Artech Infosystems)
04.2021 - 05.2022
B.E - Electronics & Communication
SJB Institute of Technology