Vinod Nadar

ITSM Consultant with 5 years of experience delivering enterprise ManageEngine ServiceDesk Plus implementations. Directed 9+ client engagements across implementation, requirement discovery, solution design, automation, integrations, and go-live, Pre Sales activity, enabling scalable service operations and boosted SLA performance.

Sr. Technical Consultant at Softcell Technologies Global Pvt. Ltd. (2025-05 – Present)

• Led end-to-end ServiceDesk Plus implementations, from requirement gathering and solution design to deployment and post-go-live optimization.
• Delivered technical demos and PoCs, effectively showcasing automation, integrations, and ITSM capabilities to stakeholders.
• Architected and configured Incident, Service Request, Change, and Asset Management modules aligned with ITIL best practices.
• Designed advanced workflows with multi-level approvals, conditional logic, SLA-driven escalations, and automated task orchestration.
• Implemented Business Rules (Transaction Rules) to automate ticket routing, field updates, validations, and lifecycle control.
• Configured event-based and time-based triggers to handle SLA breaches, notifications, auto-assignments, and request updates.
• Developed custom functions (Deluge scripting) to enable complex automation, API integrations, and cross-module data synchronization.
• Built dynamic service and incident templates with structured categorization to standardize request intake and reduce manual effort.
• Configured Field & Form Rules for intelligent forms with conditional visibility, mandatory enforcement, and auto-population logic.
• Integrated ServiceDesk Plus with Endpoint Central for real-time asset synchronization and proactive incident creation.
• Implemented SAML-based SSO authentication and managed mail server configurations for seamless user access and ticket automation.
• Deployed network discovery probes for automated asset scanning and lifecycle management across environments.
• Designed custom reports and dashboards to track SLA compliance, technician performance, and operational KPIs.
• Enhanced self-service portal and knowledge base (Solutions module) to improve user adoption and first-call resolution.
• Supported UAT, go-live, and hypercare phases, ensuring smooth deployment and continuous system optimization.
• Optimized SLA and OLA configurations, ensuring accurate time tracking, escalation matrices, and improved service delivery compliance.
• Implemented Change Management workflows with risk assessment, CAB approvals, and automated task sequencing for controlled releases.
• Configured Problem Management processes, enabling root cause analysis, known error tracking, and reduction of recurring incidents.
• Automated email-to-ticket conversion workflows, including parsing rules, auto-categorization, and response templates to streamline request intake.
• Designed and enforced data governance standards through validation rules, mandatory field controls, and structured taxonomy across modules.
• Built custom role-based access controls (RBAC) and technician groups to ensure secure and efficient request handling.
• Integrated third-party tools and APIs using custom functions and webhooks to extend ServiceDesk Plus capabilities beyond native features.
• Improved operational efficiency by reducing manual intervention through automation strategies, leveraging workflows, triggers, and scripting across modules.

Software Support Specialist I at ConnectWise LLP (2022-07 – 2025-05)

• Successfully resolved over 83% of customer technical issues within the first contact, exceeding the company's target of 60%(CSAT) and improving customer satisfaction by 25%.
• Developed and implemented a comprehensive knowledge base system, resulting in a 30% reduction in average resolution time and increased efficiency in troubleshooting.
• Collaborated with the product development team to identify and resolve recurring software bugs, leading to a 25% decrease in customer-reported issues and improved product stability.
• Implemented a new ticketing system (Salesforce) that boosted response time to customer inquiries by 30% and reduced average resolution time by 20%.
• Provided technical support to end users of support tickets within the agreed SLA via Chats, Emails & Remote Session.
• Configured ticket workflows, categories, and priority matrices to streamline issue handling and improve resolution efficiency.
• Automated routine support activities using system rules and triggers, reducing manual effort and improving response times.
• Monitored ticket queues and implemented escalation processes to ensure SLA compliance and timely resolution of critical issues.
• Performed root cause analysis (RCA) on recurring incidents, leading to a reduction in repeat issues and improved system stability.
• Generated reports and dashboards to track key support metrics, enabling data-driven improvements in service delivery.

M.Sc. in Information Technology – Mumbai University, S.I.E.S(Nerul) (2023-06)

B.Sc. in Information Technology – Mumbai University, S.I.E.S(Nerul) (2021-05)

Higher Secondary Certificate – Maharashtra Board, S.I.E.S(Nerul) (2017-04)

Secondary School Certificate – Maharashtra Board, Adarsha Vidyalaya (2015-03)