Sreekanth Nechikundil
Abu Dhabi
Summary
To work in an organization that allows me to contribute my technical knowledge and skills, for the growth of the organization in the best possible way, to learn and enhance my knowledge, and to grow with the organization.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager End User Support
Magnati
12.2023 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Involved in resolving compliance issues highlighted by CISO team.
- Created the high level frame work of EUC merge of Magnati and Network International.
- Lead and manage the Service Desk team (L1/L2 support engineers).
- Implement ITIL processes (Incident, Problem, Change Management).
- Set and track SLAs, KPIs, and CSAT (customer satisfaction scores).
- Drive first-call resolution improvements and optimize ticket workflows.
- Act as the escalation point for major/critical incidents.
- Coordinate with infrastructure, application, and security teams for resolution.
- Conduct root cause analysis and implement permanent fixes.
- Develop and maintain a knowledge base for recurring issues.
Manger End User Support
First Abu Dhabi Bank
07.2021 - 11.2023
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Involved in troubleshooting with internal IT teams
- Managed to maintain the ticket SLA and quality of the team
Service Desk Manager
First Abu Dhabi Bank
02.2017 - 06.2021
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Streamlined communications between Service Desk teams to reduce duplication of effort in addressing similar incidents or requests.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
Senior IT Service Desk Analyst
WIPRO for First Abu Dhabi Bank
11.2015 - 01.2017
- Working on ServiceNow and HP Service Manager to manage service support tickets.
- Resolving Incidents and fulfilling Service requests.
- Incident management process handling in Major/ Critical incidents with application support teams / Command center team.
- Installation, configuration and troubleshooting of various banking applications such as Vision Plus/ First data, T24 Globus, ICCS, Imprivata One sign, Symantec end point protection
- Remote support for desktops, laptops, IP phones and network, Printer / Scanner.
IT Support Engineer
Mega Infotech
06.2013 - 06.2015
- Assisted company personnel with desktop operation both hardware and software related issue
- Planned routine repairs and/or system upgrades
- Performed technical support, including escalation of problems and incident identification with subsequent resolution.
- Updated management on a regular basis through reports, email, and presentations.
- Performed regular maintenance of company peripheral network devices – printers and scanners.
Education
Bachelor of Technology - Computer Science
Bachelor of Technology -
MEA Engineering College
Kerala, India03-2013
Skills
- Service Desk Operations
Ticketing platforms (ServiceNow, HP Service Manager, Remedy)
SLA/KPI management, incident prioritization, escalation processes - ITIL Framework
Incident, Problem, and Change Management processes
Knowledge management & creating self-service portals - Team Leadership
Leading support engineers and service desk analysts
Mentoring, coaching, and performance management - Stakeholder Management
Acting as the bridge between IT and business users
Vendor and third-party coordination for EUC solutions - Strategic Planning
Roadmapping EUC initiatives (VDI migration, device refresh, automation)
Budgeting and cost optimization for EUC infrastructure
- Communication
Translating technical issues into business language
Running executive-level reports and updates - Problem-solving mindset & root cause analysis
- Strong documentation and process improvement approach
- User experience (UX) focus—designing IT around employee productivity
- Adaptability to new tech (AI-driven service desks, cloud-first EUC models)
Certification
- M.C.S.E
- Microsoft Azure AZ900
Languages
English
Hindi
Malayalam
Tamil
Timeline
Manager End User Support
Magnati
12.2023 - Current
Manger End User Support
First Abu Dhabi Bank
07.2021 - 11.2023
Service Desk Manager
First Abu Dhabi Bank
02.2017 - 06.2021
Senior IT Service Desk Analyst
WIPRO for First Abu Dhabi Bank
11.2015 - 01.2017
IT Support Engineer
Mega Infotech
06.2013 - 06.2015
Bachelor of Technology - Computer Science
Bachelor of Technology -
MEA Engineering College