Maclyn Fernandes

• Set up the managed services team to support Skills Foundry by setting up clearly defined processes.
• Build courses/skills with content that is provided and test it along with other teams before delivery to production.
• Run skills gap assessment on Skills Foundry based on requirements from clients.
• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
• Prioritized projects and project tasks depending upon key milestones and deadline dates.
• Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
• Collaborated with internal teams to develop customized solutions that addressed unique client needs.

Supported Applications: EYMP & GlobalOne

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
• Worked with customers to understand needs and provide excellent service.
• Used coordination and planning skills to achieve results according to schedule.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Drove operational improvements which resulted in savings and improved profit margins.
• Created plans and communicated deadlines to complete projects on time.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Resolved problems, improved operations and provided exceptional service.
• Tested the application in UAT and Release Testing

Supported Application: GlobalOne

• Worked varied hours to meet seasonal and business needs.
• Trained and supported new team members, maintaining culture of collaboration.
• Served as liaison, facilitating communication between management and associates.
• Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
• Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
• Defined work plans in alignment with stakeholder requirements.
• Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
• Tested the application in UAT and Release Testing
• Updated User Guides and created Test Scripts

Supported Applications: GlobalOne

• Managed customer relations through communication and helpful interactions.
• Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
• Tested the application in UAT and Release Testing