Sathish Durai

ITIL v4 Certified Freshservice Professional with experience in Freshservice implementation, administration, and configuration. Skilled in configuring ITSM processes, workflow automation, SLA management, service catalog, change management, asset management, and delivering solutions based on business requirements.

Freshservice Implementation / Administrator - Healthcare Organization - Chennai

(2025-05)

• Implement and configure Freshservice modules based on business requirements.
• Configure Incident, Service Request, Change, and Asset Management modules.
• Configure Workflow Automator, Orchestration, Business Rules, and Approval Workflows.
• Design and customize Service Catalog items.
• Configure SLA Policies, Escalation Rules, Priority Matrix, and Business Hours.
• Manage Users, Roles, Groups, and Permissions.
• Deliver innovative automation solutions to improve operational efficiency.
• Gather customer requirements and translate them into Freshservice configurations.
• Build dashboards and reports for SLA and KPI monitoring.
• Support implementation, testing, deployment, troubleshooting, and continuous improvement.

Software Developer - Tata Elxsi - Chennai

(2022-01 - 2022-11)

• Worked on the Realtek project involving software development, Linux-based debugging, patch integration, testing, and defect resolution using C and C++.

Bachelor of Engineering - Computer Science & Engineering - Agni College of Technology