Gautham K
Bengaluru
Summary
Dynamic Technical Training Analyst with a proven track record at NTT DATA Services, excelling in process improvement and training effectiveness. Skilled in SQL and adept at fostering collaboration, I have successfully enhanced knowledge resources and streamlined training sessions, driving operational excellence and stakeholder satisfaction. Fluent in multiple languages, I thrive in diverse environments.
Detail-oriented professional seeking a collaborative role to leverage expertise in cross-functional teamwork and stakeholder communication. Proven ability to deliver timely responses while ensuring all parties remain well-informed. Strong focus on enhancing skills and contributing positively to team dynamics.
Overview
9
9
years of professional experience
Work History
Technical Training Analyst
NTT DATA Services
Bengaluru
04.2023 - Current
- Facilitate vitality and refresher training sessions.
- Facilitated process understanding through targeted training sessions.
- Updated training deck with latest account changes.
- Provided analysis and implemented continuous improvements in training effectiveness.
- Drafted and refined SOPs at key milestones during project lifecycle transitions.
- Scheduled regular discussions with third-party and client resolver teams to pinpoint inefficiencies.
- Established, disseminated, and sustained Knowledge Base.
- Executed on-demand audits and included feedback sessions for defaulters.
- Conducted RCAs on escalated cases to identify root causes.
- Providing application support on VIP use cases.
- Notified stakeholders of major effects identified through Splunk monitoring.
Senior Helpdesk Associate
NTT DATA Services
Bengaluru
08.2021 - 04.2023
- Delivered application support for issues related to COTS and proprietary software.
- Handled deployment of software and oversaw maintenance of licenses across various servers.
- Utilized IAM tools to review security alerts flagged by monitoring mechanisms and executed appropriate measures.
- Prepared comprehensive SLA, break, and backlog analysis reports on a regular basis.
- Ensured seamless onboarding by equipping team members with comprehensive understanding of procedures.
- Played a key role during Go Live and provided mentorship to associates afterwards.
- Ensured process adherence through systematic biweekly ticket reviews.
- Analyzed workflow discrepancies to facilitate creation of knowledge resources.
Senior Analyst
HCL
Bengaluru
01.2020 - 08.2021
- Conducted regular process updates according to client requirements.
- Reviewed case handling procedures during routine client discussions.
- Oversaw inflow management strategies, ensuring consistent CMS performance.
- Created comprehensive MIS reports to showcase advancements and points of concern to management.
- Offered process improvement suggestions based on audit findings.
- Managed server-level permissions for various tools.
- Supervise automated threat indications and perform required interventions.
Team Lead for Field Ops Scheduling Team
Unisys
Bengaluru
11.2018 - 01.2020
- Oversaw staff-related challenges ensuring precise task allotment to field engineers adhering to SLA.
- Ensured provision of timely feedback for associates.
- Oversaw creation of shift schedules and daily reports.
- Strengthened communication by facilitating consistent check-ins.
- Ensured optimal quality by auditing agent-handled cases.
- Executed the daily allocation of various MIS reports.
- Ensured efficient process flow by coordinating between Management and Agents.
Incident Management
Unisys
Bengaluru
08.2016 - 11.2018
- Managed incidents with thorough documentation and efficient routing.
- Handled access provisioning tasks for accounts on client servers as required.
- Executed various operations on Active Directory user accounts.
- Facilitated timely deployment of field engineers.
- Facilitated process efficiency by managing tasks for various client portfolios.
- Compiled ongoing work logs to analyze and improve efficiency.
- Resolved access-related concerns through troubleshooting.
Education
Bachelor of Computer Applications -
Amaravathy School Of Business
Bengaluru11-2015
12th STD -
S.S.M.R.V PU College
Bengaluru01.2012
10th STD (I.C.S.E) -
Sudarshan Vidya Mandir
Bengaluru01.2010
Skills
- C and C
- C#
- Java
- SQL
- HTML
- Proficient in MS Word, Excel, and PowerPoint
- ITIL Understanding
Language Known
- English (Fluent)
- Hindi (Elementary proficiency)
- Kannada (Fluent)
- Tamil (Elementary proficiency)
- Telugu (Fluent)
Hobbies and Interests
- Listening to Music
- Playing Guitar
- Reading books
- Exploring Cinema
- Watching Movies
Availability
Full Time
Personal Information
- Date of Birth: 09/17/94
- Nationality: Indian
Additional Qualifications
- Successfully completed GNIIT, a 3 year certification course from NIIT
- Completed a course on Azure 104 Administration via online medium (Intellipat)
- Completed a course on CCNA Basic from Networkers Home
Accomplishments
- The Above and Beyond Award for consistent performance (NTT Data, 2022)
- The Above and Beyond Award for consistent performance (NTT Data, 2023)
Timeline
Technical Training Analyst
NTT DATA Services
04.2023 - Current
Senior Helpdesk Associate
NTT DATA Services
08.2021 - 04.2023
Senior Analyst
HCL
01.2020 - 08.2021
Team Lead for Field Ops Scheduling Team
Unisys
11.2018 - 01.2020
Incident Management
Unisys
08.2016 - 11.2018
Bachelor of Computer Applications -
Amaravathy School Of Business
12th STD -
S.S.M.R.V PU College
10th STD (I.C.S.E) -
Sudarshan Vidya Mandir
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