Somanadh Vibhuthi
Hyderabad,Telangana
Summary
Experienced IT Support Specialist with 3+ years of proven success in endpoint engineering and IT/NOC operations. Strong expertise in Windows OS, Microsoft 365, ITSM tools (ServiceNow, BMC Remedy), and endpoint management systems (SCCM, IBM BigFix). Adept in incident management, troubleshooting, documentation, and process improvements, with a customer-first mindset, and consistent delivery on SLAs.
Overview
4
4
years of professional experience
Work History
IT/NOC Operations
Tech Mahindra
Hyderabad, Telangana
09.2023 - Current
- Provide end-user endpoint support for desktops, VDIs, mobile devices, and peripheral devices (PCs, Macs, printers, scanners).
- Manage ticket queues, live chat, and phone support, ensuring SLA compliance.
- Monitor hosted infrastructure and applications, diagnose incidents, and ensure timely resolution or escalation.
- Support endpoint deployments, installations, and patching; maintain operational documentation, and knowledge base.
- Perform root cause analysis, run post-incident reviews, and develop preventive solutions.
- Ensure compliance with SOPs, conduct knowledge-centered support (KCS), and create or update knowledge base articles.
- Monitored the Service Desk queue for incoming requests.
Service Desk Engineer
Trigent Software Solutions Pvt Ltd
Hyderabad, Telangana
08.2021 - 05.2023
- Delivered L2 support via phone, chat, and email for hardware/software issues across Windows and macOS.
- Troubleshot remote network, system, and application errors using RDP and ITSM tools.
- Documented recurring issues to support faster resolutions, and team learning.
- Collaborated with product and dev teams to escalate and resolve defects.
- Investigated reported incidents and identified root causes of incidents and problems.
- Troubleshot hardware-related problems such as memory or disk errors on desktops and laptops.
- Created new user accounts in Active Directory with appropriate access rights.
Education
Bachelor of Science - Computer Science
Hindustan Institute of Technology & Science
Chennai04-2021
Professional Diploma in Cyber Security & Management - Cyber Security
Hindustan Institute of Technology & Science
Chennai04-2021
Skills
- Endpoint support
- Ticket management
- Incident diagnosis
- Root cause analysis
- Knowledge base creation
- Azure Active Directory (Microsoft Entra ID) and IAM
- Windows OS and Microsoft 365 support
- ServiceNow and BMC Remedy
- Incident and Problem Management (ITIL Framework)
- Supervision and leadership
- Network monitoring
- Remote troubleshooting
- Problem solving
- Team collaboration
Accomplishments
- Awarded BRAVOby Tech Mahindra for maintaining 100% Quality Score for 6+ months.
- Consistently achieved 94%+ CSAT scores across multiple quarters.
- Developed L2 escalation workflows to streamline ticket routing and SLA adherence.
- Conducted Cybersecurity Awareness Sessions and led mock phishing drills.
- Authored and curated Knowledge Base Articles (KBAs) during pilot implementation.
Languages
English
Full Professional
Hindi
Professional
Personal Projects
- OTP-Based File Lock System
Designed a two-factor authentication system to secure files using one-time passwords and access control mechanisms. - 2FA for File Locking
Built a secondary layer of access security using custom scripts and password authentication to enhance local file protection.
Timeline
IT/NOC Operations
Tech Mahindra
09.2023 - Current
Service Desk Engineer
Trigent Software Solutions Pvt Ltd
08.2021 - 05.2023
Bachelor of Science - Computer Science
Hindustan Institute of Technology & Science
Professional Diploma in Cyber Security & Management - Cyber Security
Hindustan Institute of Technology & Science
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