GOKARAKONDA SRI HEMANTH
Hyderabad
Summary
Technical Support Specialist with hands-on experience in ServiceNow ITSM and Agent Workspace, delivering SLA-driven incident resolution and global end-user support. Skilled in application troubleshooting, alert monitoring, security incident analysis, and cross-functional collaboration, with a strong focus on documentation and service efficiency.
Overview
9
9
years of professional experience
Work History
Training and Certification Support Specialist, Ser
Servicenow
Hyderabad
11.2024 - Current
- Managed cases, workflows, and queues in ServiceNow for Customer Service Management (CSM) operations, ensuring timely resolution and adherence to SLA compliance.
- Resolved customer tickets using ServiceNow Agent Workspace, consistently achieving defined SLAs and quality standards.
- Collaborated with support, engineering, and operations teams to standardize workflows and reduce handoffs across customer service processes.
- Developed and updated knowledge base articles and SOPs to facilitate self-service, minimize repeat inquiries, and enhance agent productivity.
- Contributed to process documentation and training materials, supporting faster onboarding and consistent service delivery.
Support Specialist
YEXT
Hyderabad
05.2024 - 11.2024
- Provided technical and functional support for Yext’s Digital Presence Platform, including Listings, Reviews, Pages, and Search products.
- Assisted enterprise and multi-location clients in maintaining accurate business data across search engines, maps, social platforms, and online directories.
- Investigated and resolved listing sync issues, data discrepancies, publisher updates, and API-related problems using internal tools and logs.
- Analyzed customer-reported issues using dashboards and system logs to identify root causes and implement effective solutions.
- Collaborated with Engineering, Product, and Onboarding teams to escalate defects, track fixes, and deliver resolutions within SLA timelines.
- Tested and fixed 100+ analytics dashboards for the enterprise client Heartland Dental, ensuring data accuracy, functionality, and performance.
Training and Certification Support Specialist
ServiceNow
Hyderabad
12.2021 - 01.2024
- Handling tickets and resolving issues within the defined SLA using the ServiceNow tool and agent workspace.
- Create and maintain quarterly class schedule.
- Register, mark complete, and track learner activity in LMS.
- Streamlined reporting for auditing purposes removing repeated tasks.
- Created knowledge base documentation for best practices.
- Provide support to learner questions and issues.
- Providing global support to all end-users and configuring and troubleshooting applications.
- Managing the Knowledge Base Articles Library.
- Creating documentation of issues and updating the knowledge base.
- Managing the ticket hygiene and queues with a Severity and priority base.
- Handling cases on ServiceNow certification-related issues.
Support Analyst
JDA Software's
Hyderabad
08.2018 - 12.2021
- Handled and resolved support tickets within defined SLAs using ServiceNow and Agent Workspace, ensuring timely and effective issue resolution.
- Provided global end-user support by installing, configuring, and troubleshooting enterprise applications.
- Monitored and analyzed system and security alerts including SolarWinds, TSM backups, IPS alerts, and application/node-down incidents.
- Investigated and resolved IPS alerts using tools such as VirusTotal, Lansweeper, and IPS portals, educating users on security best practices.
- Performed basic-level troubleshooting and coordinated with network, server, firewall, and security teams to resolve complex issues.
- Created and maintained knowledge base articles and technical documentation, improving resolution efficiency and self-service adoption.
System Engineer
MCML Projects Private Limited
Hyderabad
07.2017 - 12.2017
- Testing the internal applications and softwares.
Education
Bachelor of Computer Applications -
Manav Bharathi
08.2017
Skills
- ServiceNow ITSM & Agent Workspace
- Incident, Case & SLA Management
- Global End-User Technical Support
- Application Installation & Troubleshooting
- Monitoring & Alert Management (SolarWinds, TSM)
- Security Alert Analysis & IPS Handling
- Basic System & Network Troubleshooting
- Cross-Functional Collaboration (Network, Server, Security Teams)
- Knowledge Base Management & Technical Documentation
- Ticket Queue Management, Prioritization & Hygiene
Strengths
- ServiceNow ITSM expertise with strong SLA-driven incident and ticket management.
- Effective troubleshooting and alert analysis across applications, systems.
- Strong collaboration and documentation skills ensuring efficient resolution and consistent service delivery.
Timeline
Training and Certification Support Specialist, Ser
Servicenow
11.2024 - Current
Support Specialist
YEXT
05.2024 - 11.2024
Training and Certification Support Specialist
ServiceNow
12.2021 - 01.2024
Support Analyst
JDA Software's
08.2018 - 12.2021
System Engineer
MCML Projects Private Limited
07.2017 - 12.2017
Bachelor of Computer Applications -
Manav Bharathi