Sharadhi N A
Software Engineer
Bengaluru,KA
Summary
- I have More than 7 years of work experience in the IT industry, successful at building strong professional relationships with adept communication skills, organizational and analytical capabilities.
- Almost 5 years of experience as Knowledge Manager for M&T Bank Corporation ( based in Buffalo, NY)
- I have more than a year's experience working as a Business Operations Senior Analyst, responsible for providing regular financial analysis and reviews.
- Proficient in reporting and management skills, quality assurance and customer service.
- Completed organization certified training for Advanced Excel and ITIL V4 Foundation.
- I am looking for an opportunity that offers professional challenges utilizing interpersonal skills, time management and problem solving skills.
- I am an organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities and multi-task to meet team goals.
- Hardworking and driven to work quickly and effectively on projects in all types of environments.
Overview
25
25
years of professional experience
16
16
years of post-secondary education
Work History
Business Operations Sr Analyst
Unisys India Pvt Ltd
Bangalore, Karnataka
08.2013 - Current
- Worked on PowerBI to create and maintain Client Specific financial analysis dashboards.
- Extensively on SBR (Service Based Rates) Program - to research market rates and decide service rates for a bundle of services offered to Company Clients.
- Handled regular Client Specific Interactions to keep them updated on monthly expenses, profits and losses incurred.
- Advised Client Leadership on ways to optimize budget and increase profit margins by streamlining expenses across departments and businesses.
- Extensively worked on creating and maintaining Financial Analysis Workbook (FAW), an in depth expenditure report for Clients under transition.
- Performed in depth weekly and monthly financial analyses for Internal and External Clients, providing detailed pictures of week on week, month on month and Year To Date expensiture reports.
- Served customers and followed outlined steps of service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Drove operational improvements which resulted in savings and improved profit margins.
- Improved operations through consistent hard work and dedication.
- Participated in team-building activities to enhance working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
- Maintained energy and enthusiasm in fast-paced environment.
- Helped maintain a knowledge repository for all process documents, because of previous experience as Knowledge Manager and constantly updated them, to be used for training and reference within the team.
- Trained new members of the team in detail about existing and upcoming processes, to keep them well versed in all team activities.
- Developed team communications and information for meetings.
- Oversaw daily operations to ensure high levels of productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Developed and maintained courteous and effective working relationships.
- Used coordination and planning skills to achieve results according to schedule.
Knowledge Manager
Unisys India Pvt Ltd
Bangalore, Karnataka
08.2013 - Current
- Worked extensively on creating, maintaining ServiceNow Knowledge Bank/ Knowledge Base for a US Based Banking Client and Service Desk.
- Performed daily, weekly and monthly analyses on constantly updating knowledge articles to keep them up-to-date as per process changes.
- Worked regularly with internal leadership and Client Representatives to bridge gaps between Client requirements/ demands and Service Desk agents' concerns and queries.
- Performed monthly audits of Knowledge Base repository to ensure technical articles and solution articles were up-to-date and retired unusable articles.
- Compiled, cleaned and manipulated data for proper handling.
- Carried out day-day-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Supervised work of contracted employees to keep on task for timely completion.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Oversaw daily operations to ensure high levels of productivity.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Interacted well with customers to build connections and nurture relationships.
- Reduced operational risks while organizing data to forecast performance trends.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
- Carefully documented technical workflows in private wiki for education of newly hired employees.
- Communicated with customer representatives for feedback and distribution.
- Analyzed developments in field to update instruction literature.
- Observed in-progress operations to identify important steps for technical instructions.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Developed team communications and information for meetings.
Technical Support Service Representative
Unisys India Pvt Ltd
Bangalore, Karnataka
08.2013 - Current
- Worked as Level 2 Technical Support Representative for Ameriprise Financial, as User Access Management (UAM) Technician.
- Handled all access related issues/ cases for restricted and monitored access to mainframes and financial databases.
- Managed Active Directory to create/ update/ maintain/ restore user accesses based on Client Specifications.
- Managed accesses to Restricted Shared Folders, Mainframes, Lotus Nodes and distribution lists as per Client Requirements.
- Took part in weekly Client Meetings to update leadership on day-to-day activities and performance updates.
- Submitted periodic audit reports and status reports on tickets/ cases handled by myself and the entire team for record keeping.
- Proactively interacted with customers/ users via phone, email and chat to understand issues better and achieve 100% client satisfaction by ensuring all issues are resolved.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Built and maintained internal knowledge bases for support services to expand available feedback and performance data.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Used ticketing systems to manage and process support actions and requests.
- Defined and documented technical support best practices for UAM and Active Directory technologies.
- Activated accounts for clients interested in new services.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
SSLC - State Board
Sri Kumaran Children's Home - State Board
Bangalore 05.1998 - 06.2007
Pre University Degree - Physics Chemistry Mathematics Computer Science
Sri Kumar Children's Home PU College
Bangalore 03.2007 - 06.2009
Bachelor of Engineering - Computer Science
RNS Institute of Technology
Bangalore 05.2009 - 08.2013
Skills
Business operations understanding
Business operations expertise
Business operations knowledge
Business operations management
Business operations analysis
Knowledge of business operations
Business operations procedures
Critical Thinking
Dependable and Responsible
Planning and Coordination
Multitasking Abilities
Good Telephone Etiquette
Technical issues analysis
Desktop support
User credential management
Ticket support system management
Staff education and training
Account management
Technical Support
Microsoft Outlook
Application support
Technical documents comprehension
Windows 10
Microsoft Office Suite
BMC Remedy
Advanced Excel Trained
ServiceNow
Strong Communication and Writing Skills
Process improvement
Quality assurance and control
Time Management
Decisive and Collaborative
Results-oriented and Detail-oriented
Unsurpassed work ethic and good relationship building
Strong Written and Verbal Communication Skills
- Graduated top of the class and as best performer in Corporate Training sessions.
- Known for excellent email etiquette.
- Achieved accolades for expert level interactions and maintaining excellent rapport with Client Executives and representatives.
- Known for creating and maintaining a large number of technical articles and solutions for usage by Service Desk agents for resolving technical issues.
Timeline
Business Operations Sr Analyst
Unisys India Pvt Ltd
08.2013 - Current
Knowledge Manager
Unisys India Pvt Ltd
08.2013 - Current
Technical Support Service Representative
Unisys India Pvt Ltd
08.2013 - Current
Bachelor of Engineering - Computer Science
RNS Institute of Technology
05.2009 - 08.2013
Pre University Degree - Physics Chemistry Mathematics Computer Science
Sri Kumar Children's Home PU College
03.2007 - 06.2009
SSLC - State Board
Sri Kumaran Children's Home - State Board
05.1998 - 06.2007