Keerthi Nidaganti

• Worked with internal teams, and clients to develop and implement long term and short-term engagement objectives and work plan
• Translated business requirements into functionality and assess risks, feasibility, opportunities, and business impacts of various solution options.
• Analyzed model processes, data flows, and technology to understand current value and issues, and identify opportunities for improvement.
• Interacted with software suppliers, designers and developers to understand software limitations, deliver elements of system and database design, and ensure that business requirements and use cases are handled.
• Analyzed and interpreted complex data sets to provide actionable insights and recommendations.
• Created acceptance criteria and validate those solutions to meet business needs through defining and coordinating testing.
• Developed and maintained dashboards, reports, and visualizations to track key performance indicators (KPIs) and business metrics
• Conducted data validation and quality checks to ensure accuracy and integrity of data outputs.

• Developed and managed effective professional working relationships with contractor personnel, co-workers and clients.
• Handled daily technical support activities on desktop support, data network and server management
• Provided break fix support for Desktop, laptops and other components
• Worked on Escalated Tickets assigned for L3 Support from Service desk and follow SLA defined and work ahead towards quick resolution.
• Performed On-call support for exchange Infra during out of business hours in case of Exchange Service Outages, Critical Issues and Schedule Maintenance window.
• Monitored and Managed exchange backup/restore and report any failure of Exchange Backup to respective team/third Party Vendor.
• Involved in any Exchange Server Upgrades, Installation and configuration Forefront Protection for Exchange CAS and Mailbox Servers
• Reviewed external support teams who provide support on our products around end to end incident management, working toward driving service improvements and customer experience.
• Worked effectively in diverse teams within inclusive team culture

• Enhanced system performance by identifying and resolving complex technical issues.
• Streamlined support processes for increased efficiency and faster resolution times.
• Supported integration of new technologies into existing systems, helping businesses stay competitive in digital landscape.
• Managed multiple high-priority tasks simultaneously while maintaining professional demeanor under pressure.
• Handled SharePoint sites and sub-sites, lists, libraries, and content (including pages, workflows, items, permissions, and access, etc.
• Actively participated in disaster recovery planning exercises to ensure business continuity during unforeseen events or incidents affecting system availability.
• Assisted in successful implementation of major software upgrades, ensuring minimal disruption to business operations during transitions.

• Implemented cost-saving measures within maintenance budget without compromising quality or effectiveness of operations support services.
• Provided operations support for specific design portfolios.
• Trained junior engineers in best practices for operations support, improving overall team effectiveness.
• Ensured seamless communication between departments by acting as liaison between operations support staff and other functional teams within organization.
• Evaluated new technologies and tools for potential integration into operations support framework, recommending solutions that led to increased efficiency and cost savings.
• Evaluated vendor capabilities, ensuring optimal supply chain management for seamless operations support.
• Served as liaison between operations support team and other departments within organization, fostering effective communication and collaboration.

• Supported team members and team lead(s) with all program-related tasks, ensure task completion as per SLA timelines.

• Responsible for periodic reporting of learner and program metrics, dashboards etc.

• Responsible for creating new courses or making changes on stakeholder’s request.

• Handled SOP, checklists, and FAQ documents for virtual or live sessions and other tasks on ad hoc basis when required.

• Working knowledge and experience on various learning platforms like NextGen, SABA etc.

• Assisted in a project developing content for live session and training experiences.

• Responsible for sending out communications to learners and addressing their queries.