Tappal Nyamathulla

IT Helpdesk and Service Desk Analyst

Helpdesk Desk Analyst with 4.5+ years of experience supporting end users, business applications, system access, and IT operations across global environments. Strong in issue investigation, clear documentation, stakeholder communication, and cross-team coordination.

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Skills
Work Experience
Helpdesk Analyst
SolarWinds
Mar 2026 — Present
  • Manage and prioritize tickets related to Salesforce, Gainsight, and NetSuite, supporting timely handling in line with established SLAs
  • Investigate application issues, document troubleshooting steps, and escalate complex cases to the appropriate administration teams
  • Communicate progress, blockers, and next steps clearly while coordinating with cross-functional teams through resolution
  • Coordinate license renewals and product-version workflows, maintaining accurate records and proactive stakeholder communication
  • Use Salesforce Data Loader for bulk account-owner and territory updates, validating changes for accuracy
  • Assign and revoke Gainsight licenses, coordinate account and opportunity ownership updates, and document recurring issues and solutions
  • Scoped and coordinated small-scale projects involving Salesforce and Gainsight, gathering requirements and aligning with stakeholders to define project scope. Collaborated with stakeholders to clarify business needs, coordinate implementation activities, and validate project outcomes through testing upon completion.
Helpdesk Associate
NTT DATABangalore
Oct 2023 — Feb 2026
  • Supported global clients, including Novelis and GWH, across remote desktop, mobile-device management, and system access
  • Managed incidents and service requests in ServiceNow in line with ITIL practices; tracked performance across tickets, calls, and chats
  • Administered Microsoft 365 licenses and Active Directory group memberships to support user access
  • Supported SCCM software deployments and troubleshot Intune-related issues
  • Investigated connectivity issues involving Cisco AnyConnect and Palo Alto
  • Collaborated with MIM and external teams during patch upgrades and change-management activities
GO-AI Associate
Amazon
Oct 2022 — Oct 2023
  • Annotated and validated data supporting AI-driven inventory accuracy and process optimization
  • Performed visual and data validation for fulfillment operations and supported SOP testing and updates with U.S.-based teams
Technical Support Associate
Tech Mahindra
Nov 2021 — May 2022
  • Delivered L1 technical support for Telstra (Australia) through phone and chat
  • Troubleshot Wi-Fi, VPN, and Bigpond email issues; assisted with password resets and connectivity fixes, and updated cases in Siebel CRM
Skills
ITSML1/L2 SupportIncident ManagementITILSLA TrackingActive DirectoryAzure ADMicrosoft 365SCCMIntuneVPN TroubleshootingServiceNowIncident & Request ManagementTicket EscalationLicense AdministrationGroup MembershipsMDMRemote DesktopVPNCisco AnyConnectPalo AltoSalesforceGainsightNetSuiteSalesforce Data LoaderJiraBeyondTrustSiebel CRMETQAccoladeProject Management
Education
Bachelor of Business Administration
SSBN Degree College
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