Anuradha Suresh Kamble

Project: Brightspeed.

Technology Analyst (Acting as Functional Operations Lead)

• Oversaw daily operations to ensure production stability, prepared and presented operational reports to leadership, and coordinated tasks and meetings to ensure timely delivery.
• Managed ticket governance as a Queue Manager by monitoring unassigned tickets, distributing workload, and ensuring SLA-compliant closures with zero SLA breaches.
• Functioned as a Genesys Administrator, managing user access, roles, skills, and permissions to support operational requirements, and business continuity.
• Led sprint execution by creating and managing Jira user stories at the start of each sprint, and following up with the team to ensure timely completion.
• Conducted daily health checks across Looker and GCP, proactively identifying issues, performing analysis, and communicating system status to leadership.
• Performed detailed log and call-flow analysis using Log Explorer, Looker, and Genesys Cloud to support issue identification and resolution.
• Basic knowledge of the Genesys deployment process and configuration concepts.
• Maintained and updated the self-service review presentation as part of continuous operational reporting and review processes.

Project: Genesys PureConnect Cloud (Contact Center Technology)

• Provided L2 support by leading P1/P2 incident coordination, and participating in bridge calls to ensure timely service restoration during production outages.
• Performed server upgrades and patching, conducting thorough pre- and post-implementation validations to maintain system stability and reliability.
• Prepared and executed RFCs in ServiceNow, implementing approved changes within scheduled maintenance windows.
• Handled Salesforce tickets as an L2 Support Engineer, ensuring timely resolution and closure in compliance with defined SLA requirements.
• Led knowledge transfer (KT) sessions and mentored new engineers, providing process guidance and hands-on support until full onboarding and productivity.
• Conducted a Root Cause Analysis (RCA) for incidents, and shared findings, corrective actions, and preventive measures with stakeholders.
• Created, updated, and published knowledge base (KB) articles on the Genesys Confluence platform to strengthen documentation and support efficiency.

Project : Lenovo and Motorola Smartphone Process.

Representative Operations (Concentrix)

• Provided L2 support by diagnosing and troubleshooting technical issues through remote support sessions to ensure timely resolution.
• Handled tickets, escalations, and customer complaints effectively, ensuring prompt resolution, and an improved customer experience.
• Audited support calls and provided constructive feedback to team members to improve service quality and adherence to standards.
• Delivered training and onboarding support to new joiners, enabling them to meet organizational and process requirements efficiently.
• Communicated process updates and best practices to the team through presentations and regular knowledge-sharing sessions.
• Provided accurate and timely updates to senior management on key issues, escalations, and operational risks.