• Service-Desk.doc
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    Description

    CURRICULUM VITAE

    SRINATH

    Contact No: +91 7259588232                                                  Email:srinathnayak05@gmail.com

     

    CAREER OBJECTIVE

    Looking for an organization where I can enhance my knowledge and from my academic learning give my best to the organization.

    INTERNSHIP AND WORK EXPERIENCE

    ·          Internship in EITA, Banaswadi, Bangalore from Jan.2014 to Aug.2014 as a Desktop Support Engineer.

     

     

    ·         Graduate Engineer Trainee in ServiceWinds Solution, Bangalore from Sept.2016 to May 2017.

    ·         ITIL Respond to questions and concerns about service, and escalate call appropriately.

    ·         Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.

    ·         Working with ServiceNow tool.

    Working in incident management like Escalate Incident, Create Incident Resolution Plan, Initiate Closure of Related Incidents.
    Day to day administration of the ServiceNow system including, adding groups, roles, control system access, configure alerts and notifications, activate plug ins
    Write/Run reports and dashboards
    Develop clear and concise documentation utilizing the knowledgebase module within ServiceNow.
    Configure/Customize Service-Now including Workflows, Service Catalog, UI, Client scripts, Business rules, UI Actions, Script Includes etc.- Analyze requirement, provide design recommendation and configure/customize/deploy approved changes.
    ·         Service Desk/ IT Help Desk in Wipro Limited (Payroll company: Magna Infotech), Bangalore from June.2017 to till the date.

    ·         ITIL Respond to questions and concerns about service, and escalate call appropriately.

    ·         Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.

    ·         Handling GCSN and ADX ticketing tool.

    ·         Resolving Customer query via Emails and through telephone.

    ·         Raising Purchase orders(PO).

    ·         Training Engineers via phone call.

    ·         Handling each issue within SLA timings.

    ·         Handling Price issues raised from the customers.

     

    TECHNICAL SKILLS

     

    ITIL
    Basic Knowledge on ITIL, ITIL Life Cycle.
    ITSM Tool
    ServiceNow
    Programming Languages
    HTML, Basic Java Scripting, XML, CSS, Angular JS
    Data Base
    MS SQL Server 2012.
    SERVICE NOW EXPLOSURE

    ServiceNow:

    ·         Knowledge on User Administration User, Groups, Roles, Department and Assignment Rules, Data look up Rules, Priority Look up Rules and Live Feed.

    ·         Knowledge on Data Management Creating Application, Module, Tables and Extending table, Form Design, Import Set, Transform Map.

    ·         Knowledge on Incident, Change and Problem Management.

    ·         Knowledge on Knowledge Management, Creating Articles, Publishing Articles.

    ·         Knowledge on Service Catalog, Creating Service Catalog, Categories, Item, Variables and Order Guide.

    ·         Knowledge on Creating Workflow with different workflow activities and Approvals.

    ·         Knowledge on SLA (Service level Agreement) for Incident Management.

    ·         Knowledge on Creating Report and Reviewing Reports.

    ·         Knowledge on Creating UI Policies, UI Policies Actions, UI actions, Tags, Plugins and Business Rules.

    ·         Knowledge on Creating Surveys, Adding survey questions, Trigger condition for surveys.

    ·         Knowledge on Access control rules, created ACL Rules for Table.

    ·         Knowledge on Email Notification and Creating Email Template.

    ·         Knowledge on Creating Update Set and Retrieve Update.

     

    MS Excel Skills

    Experienced with VLOOKUP’s and data sorting and filtering.
    Applying Conditional formatting, Data Validation.
    Experienced with Pivot Table. Pivot Chat table with Multiple consolidation sheet.
    Inserting Pictures and working with arithmetic and logical formulas.
    ACADEMICS

    School/

    College
    INSTITUTE
    BOARD /UNIVERSITY
    Year
    Aggregate %
    B.E

    (ECE)

    Shri Madhwa Vadiraja Institute of Technology & Management, Bantakal, Udupi
    Visvesvaraya Technological University, Belgaum Karnataka
    2014
    71.67%
    Diploma

    (ECE)
    DR.T.M.A.Pai Polytechnic M.I.T., Manipal, Udupi
    Board of Technical Examination, Bangalore
    2011
    76.72%
    SSLC

    Parkala High School Parkala, Udupi
    Karnataka Secondary Education Examination Board
    2006
    76.96%

     

     

    PROJECT WORKS

    Title: Embedded system based Traffic Smart Junction

    Description: This will be allowing you to avoid the accident, Traffic density measurement using IR sensors; Automatic barricade system for a junction, Automatic speed control system for vehicles in the junction, Traffic signal display on the vehicle using LEDs, The buzzer or horn is deactivated in hospital zone.

     

    EXTRA CURRICULAR ACTIVITIES

    ·         I have been an active participant in various Quiz programs, Games and Social activities in school and College level.

     

    STRENGTHS

    ·         Self-confident, Patience, Positive thinker

    ·         Willing to learn and adapt to new opportunities and challenges.

    ·         Determination, dedication, and discipline.

    PERSONAL PROFILE

    Father Name
    Krishna Nayak
    Date of Birth
    24-09-1990
    Sex
    Male
    Nationality
    Indian
    Marital Status
    Single
    Languages known
    English, Hindi, Kannada, Telugu, Marathi & Konkani
    Permanent Address
    S/o Krishna Nayak, Madaga House, Near Bus stop, Opp. Main Road, Athradi post, Udupi dist (tq)-576107 Karnataka, India
    Date:

    Place: Bangalore                                                                                                                                                                                                                                             (SRINATH)

    Skills

    • ITIL
    • Service Desk
    • ServiceNow

    Education

    Shri Madhwa vadhiraja Institute of Technology & Management

    Aug-09-2011 / Jul-01-2014 BE

    Dr. T. M. A Pai Polytechnic

    Jun-01-2008/ July-30-2014 DECE

    Experience

    Wipro Limited

    Jun-2017- Till The date Service Desk

    ServiceWinds Solutions

    Sep-2016- May-2017 Graduate Engineer Trainee