Keerthana Venugopal

• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
• Boosted team productivity by 30% by streamlining internal communication workflows and implementing project management tools like Microsoft Teams and Planner, reducing task turnaround time by 2 days on average.
• Improved customer engagement by 40% by integrating JIRA into the workspace for transparent issue tracking and faster resolution cycles, leading to a 15% reduction in escalations.
• Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
• Enhanced reporting accuracy by 35% through the implementation of the Qualys reporting tool, enabling real-time vulnerability tracking and reducing manual reporting errors by 90%.

• Created over 15 visual dashboards and charts using Excel and Power BI to present data insights to stakeholders, improving decision-making speed by 20%.
• Developed 10+ detailed management reports highlighting project KPIs, risks, and opportunities, contributing to a 12% improvement in project forecasting accuracy.
• Gathered and documented requirements for 5+ operational improvement projects, ensuring 100% traceability and alignment with business goals.
• Collaborated with cross-functional teams to gather, analyze, and document business requirements.
• Identified errors and performed root cause analysis to determine core issues.
• Collaborated with 4 cross-functional teams to analyze and document business requirements, reducing miscommunication and rework by 25%.
• Conducted stakeholder interviews and surveys to gather business requirements for improving queue management and service speed.
• Mapped existing business processes and proposed enhancements to reduce wait times and improve customer satisfaction.
• Prepared business requirement documents,, use cases, and process flow diagrams using Visio and Lucidchart, improving documentation clarity and stakeholder alignment.
• Supported project planning and risk analysis for operational improvements across multiple store locations.
• Participated in QA activities, including test planning and execution, which improved protocol compliance by 22%.
• Contributed to weekly reporting, and presented findings to senior operations managers.
• Gained exposure to retail operations, customer experience metrics, and business performance KPIs.
• Developed strong communication and analytical skills in a fast-paced hospitality environment.

Led the implementation of the FileExchange solution across Eurofins, enabling secure file transfers and reducing data breach risks by 40%.

Coordinated with vendors and 10+ IT regions, contributing to SOP creation and amendments, and performing housekeeping tasks that improved system uptime by 25%.
Managed packaging and administrative tasks in Ivanti (RES) Automation Manager Console, achieving 95% deployment success rate across 50k+ endpoints

SPOC for eLIMS and FileExchange deployments, resolving L2/L3 technical issues with a 20% faster turnaround, and ensuring business continuity.Expertise in RES/SCCM packaging and repackaging (package creation, patching, driver certification, deployments, distribution/administration of RES with defined tasks and housekeeping, RES vendor coordination for escalated issues, RES packaging,business-critical eLIMS assignment and coordination, VB scripting).
Led multiple SUP projects, including:
Migration of eLIMS from RES to SCCM (reduced deployment time by 30%)
SCCM migration for 100+ applications
Office suite upgrade and OCS decommissioning
MFA implementation for Symantec servers

Windows OS migrations

Compiled and presented reports on global rollouts, eLIMS deployments, and RES license utilization, improving reporting accuracy by 35%.
Streamlined inventory management, reducing software waste by 18% and maintaining optimal license levels.
Optimized departmental processes, implementing innovative strategies that improved operational efficiency by 22% and reduced costs by 15%.
Contributed to talent acquisition drives, helping onboard 20+ new team members for FLIP and other initiatives.
Collaborated cross-functionally with business, security, and infrastructure teams to align technical solutions with strategic goal

• Worked as Senior administrator in First Niagara Financial Group (FNFG), AON projects.
• Requirement gathering, assigning packages to packaging engineers and involved in mentoring and training packagers.
• Preparing and presenting Daily, Weekly and Monthly Reports.
• Technical review of the application to be repackaged, repackaging of the application, implementing the client standards, unit testing & QA of the applications.
• Creation of application packaging Windows Installer Database (.MSI), Windows Installer Transform(.MST), windows installer merge module (. MSM), windows installer patch(.MSP), Validation module(.CUB), windows installer patch creation file (. PCP), Upgradation of existing MSI
• Packaging of signed and unsigned drivers.
• Sequenced applications using App-V, enabling virtualized deployments and reducing system conflicts.
• Created executable files using Wise Script Editor and VBScript, automating repetitive tasks and saving 10+ hours/month in manual effort.
• Identifying the problems in packaging and solving the issues and client support.

• Worked as Systems Engineer in multiple projects: DTNA/MBUSA/BBC/Siemens Healthcare
• Requirement gathering, assigning packages to packaging engineers and involved in mentoring and training packagers
• Daily live meeting/interacting with Client (Package coordinator) and Application Testers regarding package status and to troubleshoot and debug application configuration and deployment issues, Preparing tracking sheet
• 3 YEAR(S),9 MONTH(S)