VYSHNAVI MYANA
London
Summary
Dedicated IT Support Specialist with 4 years of experience providing 1st/2nd-line support for hardware, software, and network devices while maintaining a 99% user uptime. Skilled in prioritizing issues via ServiceNow, managing service calls, and performing in-depth investigations to meet strict SLA targets. Strong attention to detail in auditing records, documenting business data, and updating knowledge bases to drive continuous service improvement. Proven ability to build stakeholder relationships and explain complex technical solutions clearly, supported by an ITIL Foundation v4 certification. Committed to excellence in customer-facing environments, leveraging leadership experience at Waterloo to ensure smooth business operations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Analyst IT Support
HCL Technologies
Canary wharf, London
04.2025 - Current
- Provided 1st/2nd-line technical support to over VIP staff, ensuring 99% issue resolution across devices and applications.
- Resolved 100 issues related to desktops, smartphones, and Microsoft 365 weekly, improving user uptime by 99%.
- Conducted system imaging and network troubleshooting on 50 devices monthly, maintaining system integrity, investigating root cause and updating knowledge base.
- Managed 400 ServiceNow tickets per month, prioritising and updating in compliance with SLA targets to reduce resolution time by 95%.
- Assist with auditing devices , branches, asset management, end-user training, and documentation of recurring issues and best practices.
- Support hardware refresh, deployment, and system upgrades as part of ongoing infrastructure projects.
- Provided IT support services for Barclays.
Retail Host | Step up Team Lead
Merlin Entertainments
Waterloo, London
03.2024 - 03.2025
- Increased customer satisfaction by 99% by delivering outstanding service in a London iconic tourist attraction.
- Participated in internal IT Support Analyst training initiatives, demonstrating a proactive approach to career development.
- Supported daily operations and special promotions, earning Star of the Department – 2024 recognition.
- Operates the London Eye, a major tourist attraction.
Associate Software Engineer
DXC Technology
Bangalore, India
06.2020 - 08.2022
- Managed incident resolution through ServiceNow, reducing downtime and improving end-user satisfaction by 30%.
- Automated ITSM workflows and batch job monitoring using Python, TWS, and CA Automation tools to streamline processes.
- Conducted root cause analysis and collaborated with crossfunctional teams to implement sustainable solutions, enhancing system reliability.
- Actively participated in Agile ceremonies such as sprint planning and retrospectives, contributing to continuous improvement.
- Maintained system performance dashboards and led minor change initiatives, ensuring alignment with infrastructure teams.
- Oversaw critical batch processes using CA Automation Tool and Tivoli Workload Scheduler – TWS to ensure operational stability.
- Developed dashboards and incident response protocols, ensuring system continuity and reducing downtime.
- Provides IT services and solutions.
Education
B.Tech - Electronics and Communication Engineering
JNTU University
Hyderabad, India2020
Skills
- Active Directory
- Problem solving
- Documentation management
- Service delivery
- Azure
- Network troubleshooting
- ITIL
- ITSM
- Windows 10/11
- Microsoft 365
- Python
- Scrum
- ServiceNow
- Strong Communication
- Technical support
- Incident management
- ServiceNow management
- Customer satisfaction
- Team collaboration
- Agile methodology
Certification
- Cisco certified network associate – CCNA
- ITIL foundation certification v4
- Microsoft certified: Azure fundamentals
Awards
- Excellent incident managemnet and problem solving - Barclays
- DXC Technology Champion Award for exceptional client service - Nissan
- Retail Department Star of the year - London Eye
References
- Praditpa Behera, HCLTech Manager, pradiptakumar.behera@hcltech.com +447469506843
- Arman Dayan, HCLTech IT Support, armanmohammad.dayan@hcltech.com +447914150352
Timeline
Senior Analyst IT Support
HCL Technologies
04.2025 - Current
Retail Host | Step up Team Lead
Merlin Entertainments
03.2024 - 03.2025
Associate Software Engineer
DXC Technology
06.2020 - 08.2022
B.Tech - Electronics and Communication Engineering
JNTU University