Somenath SenPandey
@somenathsenpandey
I resolve enterprise IT incidents, improve service reliability, and deliver high-volume L1/L2 support.
IndiaWhat I'm looking for
I've delivered enterprise service desk support for Johnson & Johnson and FMC at HCL Technologies, owning incidents and service requests from logging through resolution in ServiceNow. I achieved 98% SLA adherence while supporting end users across phone, email, chat, and ticketing channels.
I troubleshoot Windows 10/11, Microsoft 365, Active Directory, Azure AD, VPN, Remote Desktop, hardware, software, and access issues. I also manage password resets, user provisioning and de-provisioning, escalations, and Major Incident communications.
On the FMC project, I monitored system, network, and infrastructure health with SolarWinds, Dynatrace, Grafana, and SCOM, supporting 2,000+ servers with 99.9% availability. My alert correlation and incident follow-up contributed to a 25% reduction in system downtime.
Earlier at GlobalLogic on the Google Shopping project, I supported operational issue management, data validation, quality checks, and stakeholder reporting. I was recognized with the Out of the Box Award and Rockstar Rookie Award, and I continue to build my ITSM knowledge through ITIL 4 Foundation and Azure Fundamentals studies.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst / L1-L2 Support Specialist
Sep 2019 - Jul 2025 (5 years 10 months)
Provided L1/L2 technical support and IT Service Management in enterprise environments, achieving 98% SLA adherence and strong First Contact Resolution. Handled incident, problem, and service request management using ServiceNow, and supported major incident coordination and knowledge base creation.
Provided first-level IT and operational support for the Google Shopping project, handling data validation, quality checks, and monitoring activities. Managed ticket-based issue management and collaborated with cross-functional teams to resolve user-reported discrepancies.
Education
Degrees, certifications, and relevant coursework
ITIL 4 Foundation
ITIL 4 Foundation, IT Service Management
Currently pursuing the ITIL 4 Foundation certification.
Microsoft Azure Fundamentals (AZ-900)
Microsoft Azure Fundamentals (AZ-900), Cloud Computing
Currently pursuing the Microsoft Azure Fundamentals (AZ-900) certification.
Graphic Era University
Bachelor of Technology, Information Technology
2014 - 2018
Pursued a Bachelor of Technology in Information Technology from 2014 to 2018.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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