Karthika Priya B

Proficient in managing project plans, organizing, and directing projects to ensure their completion within the given time, budget, and scope.

Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress, using tools like Jira Align and Jira.

Developed a project management roadmap to define project objectives, timelines, and milestones.

Skilled in building effective relationships with business partners and stakeholders.

Experienced in Agile, ITIL, Change, and Incident Management.

Effectively coordinated server builds, upgrades, and post-build activities.

Participated in Scrum calls and maintained a track record of server builds.

Handled projects such as Network Security, Tufin, Vulnerability Remediation, and Palo Alto to FortiGate migration.

Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.

Versatile in conducting regular update meetings to track and monitor the outcomes.

Experienced in identifying and weighing solutions, including assessing impacts, risks, and timelines.

Capable of understanding technology's functionality, regular operating practices, and common challenges

And solutions.

Team handling as a manager, shift rostering, team's KPI merit, daily stand-ups, tickets audit, client-facing BSP / ROST, and managing the team during peak periods.

Expert in sharing feedback with team members to improve the deliverables.

Supporting network connectivity in complex network architecture.

Identifying technical and process improvement opportunities with the available tools.

Educating the team with the configuration process of the network devices, and helping with installation.

Resolved escalated support requests from customers regarding network connectivity issues.

Resolved escalated customer complaints in a timely manner.

Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.

Enhanced customer satisfaction by providing timely, accurate, and empathetic support.

Experienced in attending MIM calls, and focused on resolving the critical issues.

Proficient knowledge in Active Directory to grant user access, extend user accounts' expiration date.

And to add Active Directory (AD) groups.

Handled and raised BMC Remedy tickets for technical issues reported (incidents, work orders, and

Major incidents.

Experienced in managing technical support requests via phone and online chat.

Proficient in troubleshooting issues, resolving them, and escalating them as needed.

Strong knowledge in technical support for international customers to log calls, and create case notes.

Skilled in educating customers about the issues related to mobile network and connectivity.

Offered alternative solutions to retain customers, and achieved positive feedback surveys.

Marketing the personal loan product to the customers. Interacting with customers to persuade them to purchase personal loan services from a company.

Regular follow-ups with the customers about the product, with recent updates.

Provided support to customers regarding their account status, payment inquiries or other related issues.

Provided support to colleagues by answering questions about banking processes or procedures.