Greeshma Puthran
Bangalore
Summary
Results-driven Learning & Development and Product Training professional with over 8 years of experience in technical training, instructional design, and customer enablement. Delivered global training programmes, led certification initiatives, and implemented learning management systems. Committed to transforming complex technology into engaging learning experiences that enhance product adoption and drive business impact.
Overview
3
3
Languages
1
1
Certification
10
10
years of professional experience
Work History
Speaclist - Technical Training
Tecnotree Convergence Private Limited
Bangalore
04.2024 - Current
Product Training & Customer Enablement
- Delivered product and customer training for global telecom operators including MTN, Umniah, Ooredoo, Orange, Claro, Antel, Verizon, and Zain, driving successful adoption of Telecom BSS solutions.
- Designed and delivered role-based training programs for customers, partners, and internal teams.
- Conducted User Acceptance Testing (UAT) training to support product deployments and feature rollouts.
- Developed training manuals, quick reference guides, user guides, and knowledge resources.
- Promoted from Lead Analyst – Technical Training to Speaclist – Technical Training in March 2026, recognizing strong contributions to customer enablement, training strategy, and global learning initiatives.
- Traveled to South Africa and delivered onsite Telecom BSS product training for MTN South Africa as part of a major implementation project.
- Trained customer teams on 10 Telecom BSS Digital Stack (D-Stack) products through instructor-led sessions, product demonstrations, and hands-on lab exercises.
- Traveled to Jordan and delivered a Train-the-Trainer (TTT) program for Umniah Telecom, enabling customer trainers to independently conduct product training and knowledge transfer.
- Conducted product walkthroughs, hands-on workshops, and knowledge-sharing sessions to support successful customer onboarding and adoption.
- Developed interactive eLearning modules, scenario-based simulations, training videos, and blended learning content using Articulate Storyline and Camtasia.
- Created role-based learning paths, assessments, certification content, and lab exercises to enhance learner engagement and knowledge retention.
- Simplified complex technical concepts into engaging learning experiences for technical and non-technical audiences.
- Led the end-to-end Tecnotree Certified Professional (TCP) certification program, managing planning, content development, stakeholder coordination, and program execution.
- Collaborated with Product Managers, SMEs, R&D teams, and business stakeholders to develop role-based learning paths, assessments, and certification content.
- Partnered with Legal and Compliance teams to ensure certification requirements and learning content met organizational compliance standards.
- Administered Docebo LMS, managing learner enrollments, learning paths, certifications, and training records.
- Monitored learner progress, assessment scores, and training effectiveness through LMS reporting and analytics.
- Implemented structured learning journeys and certification programs to support continuous learning and skill development.
- Collaborated with Product Management, R&D, Delivery, and Customer Success teams to align training initiatives with business and product objectives.
- Supported Telecom BSS product testing, use-case validation, and customer enablement activities as part of the Product Delivery team.
- Reviewed and validated user manuals, release documents, and product feature guides to ensure training readiness and content accuracy.
- Facilitated knowledge transfer sessions across global teams to ensure consistent product understanding and adoption.
- Leading the setup of the Tecnotree Certified Professional (TCP) Sandbox, a dedicated hands-on training and certification environment for Telecom BSS products.
- Acting as System Configuration Lead and Tester, configuring and validating 10 Telecom BSS Digital Stack products including Billing, Resource Management, Catalog Management, Partner Management, Wholesale Billing, Trouble Ticketing, Self-Care Portal, POS, and Lead & Prospect Management.
- Collaborating with cross-functional stakeholders across Product, R&D, Delivery, and Infrastructure teams to ensure sandbox readiness and successful project delivery.
- Conducting system configuration, functional testing, and workflow validation to support hands-on labs, certification programs, and customer enablement initiatives.
PRODUCT TRAINING SPECIALIST - L&D
SapphireIMS (Tecknodreams Software Consulting Private Limited)
Bangalore
04.2023 - 03.2024
- Led and acted as the Single Point of Contact for all product sales and technical training activities for assigned products and technologies.
- Ensured the availability and relevance of Sales & Technical Training Packages in multiple formats, including e-learning, webinars, and instructor-led training (F2F).
- Managed and administered the Learning Management System (Talent LMS) to organize and track training delivery.
- Proficient in managing day-to-day LMS operations, including course uploads, scheduling, and user enrollment.
- Designed custom reports and dashboards to track learning progress, user engagement, and system performance.
- Created eLearning training content for SapphireIMS product to enhance user understanding and operational efficiency.
- Delivered interactive training sessions on ITSM, ITOM, and CMDB products to enhance customer proficiency.
- Developed eLearning content for ITSM and CMDB products using Camtasia and Articulate Storyline, creating interactive and engaging training modules for effective learning.
- Designed and implemented assessment tools for product certification programs.
- Trained customers and managed the entire product certification program, from conducting training sessions to assessments and delivering certificates.
TECHNICAL TRAINING ANALYST
NTT Data (Common Spirit Health and Clarios)
Bangalore
07.2019 - 03.2023
- Achieved Future Training Force Certification and recognised as a Certified Technical Trainer by NTT, showcasing expertise in technical training delivery.
- Delivered training programmes for global clients, including teams from US and UK, ensuring effective knowledge transfer and skill development.
- Delivered training for new hire onboarding, process changes, and service improvements, enhancing workforce efficiency.
- Proficient in Adult Learning Principles, ADDIE Model for instructional design, and Kirkpatrick's Evaluation Model to assess training effectiveness and drive continuous improvement.
- Knowledge Base Management: Expertise in creating, organizing, and maintaining knowledge base articles to ensure accurate and updated information is available to Service Desk teams.
- Created and managed knowledge articles using KCS methodology, improving documentation and increasing self-service adoption.
- Skilled in analyzing usage trends and performance metrics of knowledge articles to identify gaps and drive improvements.
- Process Documentation: Skilled in documenting SOPs, troubleshooting guides, and FAQs.
- Proficient in ServiceNow ticketing tool for incident management and change management, Problem Management.
TECHNICAL SUPPORT ENGINEER
Mphasis Limited
Bangalore
03.2018 - 06.2019
- Delivered technical support for Charles Schwab Bank, utilising tools and platforms such as Active Directory, BLOCCKE, Citrix, VMware, Office Products, Okta, ServiceNow, and Splunk to enhance user experience.
- Managed incident resolution process, providing timely solutions for banking systems and minimising downtime.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Helped customers set up new systems, applications and software.
SOFTWARE DEVELOPER
Synchash Application Pvt. Ltd
Mangalore
06.2017 - 11.2017
- Developed and implemented software solutions to meet client requirements, enhancing system functionality and user satisfaction.
- Developed new, efficient and well-tested code for a variety of different software projects.
- Developed and enhanced billing system functionalities for Meditech Software at Shifa Medicals, streamlining patient management processes to increase operational efficiency.
- Worked closely with other team members to identify and remove software bugs.
TECHNICAL SUPPORT ANALYST
Mphasis Limited
Mangalore
07.2016 - 05.2017
- Provided technical support for Bank of America, resolving hardware, software, and network issues to maintain seamless banking operations.
- Delivered clear, concise, and effective solutions to users, enhancing customer satisfaction levels.
- Helped customers set up new systems, applications and software.
- Led a team project to streamline the help desk ticketing system, resulting in a 20% reduction in response times.
- Managed incident tickets from initiation through to resolution, documenting processes and outcomes for future reference.
Education
B.E - Computer Science and Engineering
Alva's Institute of Engineering and Technology
Mangalore01-2016
PUC - PCMC
St Raymond's Pre-University College
Mangalore01-2012
SSLC -
St Raymond's English Medium High School
Mangalore01-2010
Skills
- Telecom BSS Product Testing & UAT
- Telecom Product Knowledge
- E-learning development
- Curriculum design
- LMS administration
- Certification Program Management
- Training Needs Analysis
- Customer Onboarding & Adoption
- Train-the-Trainer (TTT)
- Customer enablement
- Learning Analytics & Reporting
- Stakeholder and Vendor Management
- System Configuration & Sandbox Management
- AI productivity tools
Certification
- ITIL Foundation Certificate in IT Service Management
- Instructional Design: Adult Learners
- SapphireIMS Certified ITSM administrator
- Camtasia Voyager Certification
- Create eLearning Courses with Articulate Storyline 360
Languages
English
Kannada
Hindi
Custom
- Gardening: Passionate about nurturing plants and creating green spaces.
- Yoga: Regular yoga practice that helped me in maintaining physical and mental well-being.
- Animal Welfare: Actively involved in rescuing and caring for stray animals.
Timeline
Speaclist - Technical Training
Tecnotree Convergence Private Limited
04.2024 - Current
PRODUCT TRAINING SPECIALIST - L&D
SapphireIMS (Tecknodreams Software Consulting Private Limited)
04.2023 - 03.2024
TECHNICAL TRAINING ANALYST
NTT Data (Common Spirit Health and Clarios)
07.2019 - 03.2023
TECHNICAL SUPPORT ENGINEER
Mphasis Limited
03.2018 - 06.2019
SOFTWARE DEVELOPER
Synchash Application Pvt. Ltd
06.2017 - 11.2017
TECHNICAL SUPPORT ANALYST
Mphasis Limited
07.2016 - 05.2017
B.E - Computer Science and Engineering
Alva's Institute of Engineering and Technology
PUC - PCMC
St Raymond's Pre-University College
SSLC -
St Raymond's English Medium High School