Surya Karuna Pyla
Peoria,AZ
Summary
To associate with an the organization which progresses dynamically and gives me a chance to update my knowledge and enhance my skills, in the state of art technologies and be a part of the team that excels in work to words, the growth of organization and my satisfaction thereof
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Technician II
Banner Health
Phoenix, Arizona
04.2022 - Current
- Managed user access and roles in ServiceNow for security compliance.
- Perform day to day administration and configuration of the ServiceNow platform Core ITSM applications (Incident, Problem, Change, Service Catalog, and Knowledge Management), HRSD , Application Engine, and CMDB. This includes configuring forms, tables, fields, business rules, client scripts, UI policies, and data imports.
- Design, develop, and customize new applications, modules, and functionalities within the ServiceNow platform to meet evolving business needs.
- Developed and maintained reports, dashboards, and performance analytics to provide insights on platform health, usage, and key performance indicators (KPIs) for management.
- Provide Tier 2 and Tier 3 support for all ServiceNow-related issues, troubleshooting technical problems, identifying root causes, and implementing effective solutions.
- Performed functional testing after ServiceNow patch and update deployments to ensure platform stability and feature integrity.
- Authored and updated Knowledge Base articles for new issues, fixes, or procedures, enhancing support efficiency and first‑call resolution rates.
- Conducted QA assessments of Service Desk ticket handling, evaluating troubleshooting steps, documentation quality, SLA compliance, and customer communication.
- Designed and implemented evaluation forms, survey forms, and call‑monitoring policies in Genesys, improving the consistency and accuracy of QA assessments.
- Served as shift lead, proactively detecting high‑priority incidents and initiating MI proposals in collaboration with the Incident Management team.
- Communicated MI and outage updates to the Service Desk, ensuring timely awareness and alignment.
- Managed Genesys queue notifications by updating the Message of the Day (MOTD) during critical service interruptions.
- Analyzed trends to identify recurring issues, opened Problem records, and coordinated with application teams to facilitate root‑cause elimination.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Assessed ticket severity and escalated issues following internal policies.
- Provided onboarding and training to new Service Desk technicians on ITSM processes, ticketing workflows, and essential technical skills.
Service Desk Analyst
ANZ Operations and Technology
Bengaluru, India
09.2011 - 02.2018
- Provided Tier 1 and Tier 2 Support to Desktop and Laptop Incident tickets.
- Administrator for CA Service Desk Ticketing tool. Tasks involve managing user profiles, creating workgroups, and providing privileged access to users.
- Assisted users in extracting customized reports from Service Desk tool to enhance data accessibility.
- Remote Support of Windows 2000, 2003, 2008 and 2012 servers which includes H/W & S/W Performance, uptime, server resources, network in both Prod & Non-Prod environments.
- Performing server resource upgrades based on necessity of requirements.
- Deploying virtual machines into Virtual Networks.
- Configuring VM with optimize cost, performance, and security.
- Executed full backups of VMs and facilitated fail-over recovery modes during off business hours to ensure data availability.
- Maintaining file shares & security permissions at server level.
- Configuring and troubleshooting, Installing Drivers on Network printers in Print Server.
- Active Directory object creation, Account Management, Group Management, and Computer Management.
- Supporting VDI (Virtual Desktop Interface) related to degraded performance/service, Frequent disconnection of VDI’s, increasing CPU, Memory resource maintenance.
- Deployed several VMs from templates and customized their configurations.
- Responded to server down alerts in a timely manner and brought them up via HP iLO/ Dell iDRAC on Servers.
- Participate in regular 24/7 on-call rotation shifts and coordinating with level-3 team for nighttime scheduled activities.
- End user Issues like fixing desktop roaming profiles, share access, desktop hardware and software Installation, ANZ connect VPN related issues.
- Troubleshot Citrix performance issues.
- SCCM End Client Related Issues - Auto installation, duplicate execution, connectivity to Distribution Point etc.
- Exchange server related issues, Adding Mailbox, Distribution list.
- Took ownership of escalated hardware and software issues, demonstrating strong problem-solving abilities to resolve complex technical challenges.
- ANZ operations and technology located in Bengaluru India is an integral part of ANZ’s Technology Services and Operations division providing backend operational support to ANZ Banking Services all over the world.
Education
M.Sc. - Computer Science
Sikkim Manipal University
01.2006
Skills
- Microsoft Exchange Server
- Azure Virtual Machines
- Azure AD Connect
- VMware vCenter 55
- MS SCCM
- Networking
- Windows 10
- Virtual Networks
- VM images
- Basic Windows Server 2012
- Office 365 Admin Center
- CA Service desk ticketing tool
- RSA Token Admin
- Computer Hardware
Certification
ITIL V3 Certification
Visa Status
H4 EAD, 12/31/28
Office365 Knowledge
Strong Knowledge on Office 365 Admin Center
Azure Knowledge
- Creating Azure Virtual Machines both Windows and Linux.
- Creating Azure Virtual Machine Images (including SQL Server)
- Understanding of Regions, Availability Zones and Availability Sets.
- Working exposure to different types of Storage viz. (Blob, File, Queue, Table)
- Creating/Configuring/Scaling Storage.
- Understanding on Premium/Standard Storage accounts.
- Creating Shared Storage using File and sharing the files across multiple VMs.
- Creating Blob Storage for storing files, SQL Server Backups and VHDX images.
- Deeper understanding on Networking Components (Virtual Networks, Subnets, V-Net Peering, VPNs, Remote Access to Servers, Private-Public IPs, Load Balancers & Gateways), ExpressRoute.
- Managing Firewall (NSG) rules to VMs and following security norms of Organization.
- Understanding of Active Directory on Azure (Azure AD Connect service)
Timeline
IT Technician II
Banner Health
04.2022 - Current
Service Desk Analyst
ANZ Operations and Technology
09.2011 - 02.2018
M.Sc. - Computer Science
Sikkim Manipal University