D Y PRASHANTH
Subject Matter Expert
Mysuru
Summary
Results-driven Subject Matter Expert (SME) with 6.5+ years of experience in Technical Support and Operations, supporting healthcare and e-commerce clients across the US and Canada. Skilled in ServiceNow incident management, technical troubleshooting, L1/L2 escalations, Active Directory, VMware, Okta, and process improvement. Proven ability to mentor teams, resolve critical issues, optimize workflows, and consistently deliver high-quality service while exceeding SLA and customer satisfaction goals.
Overview
1
1
Language
10
10
years of professional experience
Work History
Subject Matter Expert
Cognizant Technology Solutions India Pvt Ltd
03.2022 - Current
- Managed backend healthcare provider support operations for USA & Canada, handling escalations and ensuring SLA compliance via ServiceNow
- Supervised technical support agents, monitoring ticket and call queues, AHT, and first-call resolution rates
- Led process improvement initiatives that enhanced resolution efficiency and customer satisfaction scores
- Mapped end-to-end workflows and authored SOPs to standardize procedures across teams
- Performed root cause analysis on recurring issues and implemented corrective/preventive actions
- Analyzed ticket data to identify trends, forecast volume spikes, and address operational bottlenecks
- Collaborated with client POCs and cross-functional teams to create new knowledge base articles
- Managed after-hours on-call rotations to resolve P1/critical escalations
Process Associate
Genpact
09.2017 - 05.2019
- Supported Google Store US & Canada clients.
- Handled presales, order management and technical support.
- Maintained SLA and AHT targets.
- Helped reduce First Response Time.
- Assisted in training new hires.
Client Support Representative
HCL Technologies
02.2016 - 04.2017
- Processed authorizations for US Durable Medical Equipment.
- Coordinated with patients, doctors and insurance providers.
- Ensured timely and accurate authorization processing.
Education
Intermediate -
Sri Chaitanya Junior College
Secondary - undefined
Kendriya Vidyalaya
B.Tech - Mechanical
Malla Reddy Engineering College
01-2015
Skills
Client Support Operations
Escalation management (L1,L2)
ServiceNow Incident Management
Root Cause Analysis (RCA)
MIS reporting & Analytics
Team coaching and mentorship
CSAT & Quality improvement
DSAT Analysis
Workforce planning & Rostering
Timeline
Subject Matter Expert
Cognizant Technology Solutions India Pvt Ltd
03.2022 - Current
Process Associate
Genpact
09.2017 - 05.2019
Client Support Representative
HCL Technologies
02.2016 - 04.2017
B.Tech - Mechanical
Malla Reddy Engineering College
Secondary - undefined
Kendriya Vidyalaya
Intermediate -
Sri Chaitanya Junior College
RECOGNITION
- 1 Silver Certificate
- 3 Bronze Certificates for SLA, AHT and case resolution
- 3 Coral awards for being a team management, exceeding production & meeting quality metrics