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Manish Dadu

@manishdadu

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Senior Operations Specialist at Randstad Digital who resolved 200+ weekly incidents and maintained 99%+ SLA compliance.

India

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At Randstad Digital, I resolved more than 200 incidents weekly in Service Now while maintaining 99%+ SLA compliance. I also created Power BI and advanced Excel dashboards that improved visibility into performance trends.

At HCLTech, I provided L1/L2 support across Windows, Mac OS/iOS, networks, and enterprise applications. I automated Level 1 scripts for healthcare projects, reducing average issue resolution time by 20%.

At Sutherland Healthcare Solutions, I handled procurement activities from PR to PO, payer collections, and technical appeals for denied claims. I also supported reimbursement recovery while following HIPAA requirements.

Experience

Work history, roles, and key accomplishments

Senior Operations Specialist

Randstad Digital

Aug 2023 - Jul 2026 (2 years 11 months)

Resolved 200+ incidents weekly in ServiceNow, achieving 99%+ SLA compliance and minimizing downtime. Processed 150+ service requests monthly, implemented standardized troubleshooting procedures, and delivered SLA/KPI dashboards using Power BI and advanced Excel.

ServiceNow Incident Management Request Management SLA Management KPI Management Power BI Excel Process Improvement Stakeholder Management Escalation Management Knowledge Management

Sr. Service Desk Specialist

HCLTech

Jun 2020 - Aug 2023 (3 years 2 months)

Managed 50+ tickets daily across phone, chat, and email, maintaining SLA compliance above 99%. Provided L1/L2 technical support for Windows, Mac OS, network printers, BitLocker, Duo MFA, and enterprise applications, and automated Level 1 scripts to reduce resolution time by 20%.

ServiceNow L1 L2 Technical Support Windows MacOS iOS Network Printer Bitlocker Duo MFA Bring Your Own Device ITSM Root Cause Analysis Automation SLA Management

Sr. Analyst – AR Collections & Procurement Operations

Sutherland Healthcare Solutions

Apr 2016 - Jan 2019 (2 years 9 months)

Managed end-to-end PR-to-PO activities for surgical and non-medical supplies, handled PO receipting and invoice mismatch resolution, and managed AR follow-up and collections with Federal and Commercial payers. Prepared technical paper appeals for denied claims and supported reimbursement recovery while following HIPAA requirements.