Himanth Chadalawada
Bridgeport,CT
Overview
2
2
years of professional experience
1
1
Certification
Work History
Programme Analyst- Service Desk(Service Now)
WNS Global Services
Gurgaon, India
07.2022 - 01.2024
- Achieved improved customer service and service desk function management.
- Established a reliable point of contact for service users and customers, effectively addressing issues and information requests.
- Provided L1/L2 IT support through ServiceNow, resolving incidents and service requests across global users.
- Performed Active Directory tasks including user creation, account unlocks, password resets, and security group updates.
- Supported Citrix environments by troubleshooting session issues, application launch errors, latency, and connectivity problems.
- Managed Office 365 support including Outlook issues, mailbox permissions, MFA setup, Teams troubleshooting, and licensing checks.
- Assisted with Azure user access, identity management, and basic Azure AD configurations.
- Handled daily ticket queues in ServiceNow logging, assigning, prioritising, updating, and closing incidents within SLA.
- Conducted remote troubleshooting using RDP, Citrix, and other support tools for hardware, OS, and software issues.
- Escalated complex issues to L2/L3 teams while ensuring timely follow-up and resolution.
- Maintained detailed incident documentation, RCA notes, and updated knowledge base articles for recurring issues.
- Provided excellent customer service through clear communication and fast issue resolution.
Education
Master of Science - IT Management (Pursuing)
Belhaven University
Jackson, Mississippi, MSBachelor of Technology - Electronics and Communication Engineering
Lovely Professional University
Phagwara, Punjab07.2022
XII - undefined
Vignan Junior College
Vadlamudi, AndhraPradesh04.2018
X - undefined
Swami Vivekanand High School
Andhra Pradesh04.2016
Skills
- Service Desk Technician
- Security analyst
- Customer service first point of contact
- Identify and diagnose issues and problems
- ServiceNow ITSM (Incident, Request, Knowledge, SLA Management)
- Active Directory (User/Group Management, Password Resets, Account Unlocks)
- Citrix Support (VDI session issues, app errors, connectivity
- Office 365 (Outlook, Teams, Exchange, MFA, permissions)
- Azure / Azure AD (Identity & access basics, user provisioning)
- Remote Support (RDP, Citrix Viewer, AnyDesk)
- Windows Desktop Support
- Network Troubleshooting (VPN, DNS, connectivity)
Certification
- Raspberry-Pi, Python programming for Raspberry-pi byCoursera (2020-04 - 2020-06)
- Authorized by Ian Harris, University of California, Irvine
- Programming for Everybody(Getting Started with Python)by Coursera (2020-12)
- Authorized by Charles Russell, University of Michigan.
- Machine Learning For All by Coursera (2020-11)
- Authorized by Marco Gillies, University of London.
- R-Programming by Coursera (2020-12 - Present)
- Authorized by John’s Hopkins University.
- Object-Oriented programming in Java by Coursera(2020-12 - Present)
- Authorized by Harisson Kong, University of London.
LANGUAGES
English Full Professional Proficiency
Hindi Limited Working Proficiency
Telugu Native or Bilingual Proficiency
POSITIONS OF RESPONSIBILITY
- Student Coordinator in Young Crazy Minds Organization, LovelyProfessional University (2019-02 - 2019-03)
- Student Coordinator in Robotics and Intelligence System Community, Lovely Professional University (2019-02 - 2022-06)
Timeline
Programme Analyst- Service Desk(Service Now)
WNS Global Services
07.2022 - 01.2024
XII - undefined
Vignan Junior College
X - undefined
Swami Vivekanand High School
Master of Science - IT Management (Pursuing)
Belhaven University
Bachelor of Technology - Electronics and Communication Engineering
Lovely Professional University