Open To Work
VINEEL SAGAR NAGELLI
North Kansas City,MO
Work Preference
Summary
IT Support & Service Desk Technician with over 4 years of customer-focused technical support experience. Proficient in troubleshooting and managing tickets using ServiceNow, enhancing user experience through effective communication and cross-team collaboration.
Overview
4
4
years of professional experience
Work History
Student IT Help Desk Assistant
University of Central Missouri
Warrensburg, USA
12.2024 - 05.2026
- Provided frontline IT support for students, faculty, and staff across campus systems.
- Delivered phone, email, and in-person support for hardware, software, and mobile devices.
- Logged incidents in ServiceNow with complete and accurate documentation.
- Troubleshot desktop issues, software installations, account access, and device connectivity.
- Assisted with inventory management, device allocation, and equipment tracking.
- Supported mobile device setup, configuration, and service changes.
- Updated knowledge base articles and contributed to process improvements.
- Collaborated with IT teams to escalate and resolve complex issues.
Technical Support Engineer
Freshworks
Chennai, India
06.2022 - 07.2024
- Delivered multi-channel technical support for enterprise customers, resolving issues across hardware, software, mobile devices, and integrated systems.
- Troubleshot issues across Windows/macOS, network connectivity, authentication, and mobile devices.
- Managed support tickets in ServiceNow and Freshdesk, ensuring accurate documentation and timely follow-up to enhance customer experience.
- Liaised between customers and engineering teams, clearly communicating issues and solutions to facilitate effective problem-solving.
- Improved ticket resolution time by creating structured troubleshooting workflows.
- Updated internal knowledge articles and troubleshooting guides, streamlining processes and reducing time to resolution for team.
- Tested software updates, validated fixes, and documented discrepancies for engineering review.
Education
Master of Science - Computer Science
University of Central Missouri
Warrensburg, MO05-2026
Bachelor of Technology - Computer Science
SR University
01-2022
Skills
- Hardware/software troubleshooting
- Remote support
- Phone support
- Ticketing
- ServiceNow
- Documentation
- Escalation handling
- Windows
- MacOS
- Mobile devices
- Enterprise apps
- Customer service
- Non-technical explanation
- Cross-team liaison
- Updating SOPs
- Knowledge articles
- Workflows
- Adaptability
- Ownership
- Collaboration
- Positive attitude
- Positive attitude
Websites
Additional Qualifications
- Strong customer service and communication skills
- Experience supporting mobile devices and service plans
- Skilled in ServiceNow ticketing and documentation
- Adaptable, self-motivated, and eager to learn new technologies
- Able to work independently with minimal supervision
- Collaborative mindset with a commitment to improving processes
Timeline
Student IT Help Desk Assistant
University of Central Missouri
12.2024 - 05.2026
Technical Support Engineer
Freshworks
06.2022 - 07.2024
Master of Science - Computer Science
University of Central Missouri
Bachelor of Technology - Computer Science
SR University