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  "basics": {
    "name": "Tappal Nyamathulla",
    "label": "IT Helpdesk and Service Desk Analyst",
    "summary": "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."
  },
  "work": [
    {
      "company": "SolarWinds",
      "position": "Helpdesk Analyst",
      "startDate": "2026-03",
      "current": true,
      "highlights": [
        "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",
        "\nScoped and coordinated small-scale projects\ninvolving Salesforce and Gainsight, gathering requirements and aligning with\nstakeholders to define project scope.\n\nCollaborated with stakeholders to clarify\nbusiness needs, coordinate implementation activities, and validate project\noutcomes through testing upon completion."
      ]
    },
    {
      "company": "NTT DATA",
      "position": "Helpdesk Associate",
      "location": "Bangalore",
      "startDate": "2023-10",
      "endDate": "2026-02",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Amazon",
      "position": "GO-AI Associate",
      "startDate": "2022-10",
      "endDate": "2023-10",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Tech Mahindra",
      "position": "Technical Support Associate",
      "startDate": "2021-11",
      "endDate": "2022-05",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "SSBN Degree College",
      "degree": "Bachelor of Business Administration",
      "endDate": "2021"
    },
    {
      "institution": "",
      "degree": "",
      "endDate": "2021"
    }
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    "ITIL",
    "SLA Tracking",
    "Active Directory",
    "Azure AD",
    "Microsoft 365",
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    "Ticket Escalation",
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    "MDM",
    "Remote Desktop",
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    "Palo Alto",
    "Salesforce",
    "Gainsight",
    "NetSuite",
    "Salesforce Data Loader",
    "Jira",
    "BeyondTrust",
    "Siebel CRM",
    "ETQ",
    "Accolade",
    "Project Management"
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    "yearsOfExperience": 0,
    "seniority": "entry",
    "highestEducation": "Bachelor's"
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