Summary
Overview
Work History
Education
Skills
Timeline
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Mary Martina

Network & Svcs Operations Analyst
Bangalore

Summary

Network and Services Operations Analyst with 13+ years of experience in network management, system monitoring, and technical support. Proven ability to streamline processes, optimize resources, and improve efficiency, as demonstrated at Accenture and Hinduja Global Solutions. Expertise includes incident/order management, network migrations, troubleshooting, automation, data analysis, and project management. Adept at cross-functional collaboration and stakeholder management, ensuring optimal performance, high customer satisfaction, and seamless service delivery. Analytical skills applied to production monitoring, root cause analysis, and actionable solutions. Seeking to leverage strategic thinking and analytical expertise to advance innovative solutions in network operations.

Overview

14
14
years of professional experience

Work History

Network & Svcs Operation Analyst

Accenture Solutions Private Ltd
12.2021 - 01.2025
  • Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
  • Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
  • Spearheaded process automation initiatives, reducing manual efforts required in day-to-day operations tasks significantly.
  • Improved team productivity by implementing effective workflow strategies and time management techniques.
  • Monitor production systems, applications and network performance using various Network management and Application Monitoring tools.
  • Coordinate with UK engineers and clients to evaluate new
    networking technologies and tools for potential adoption.
  • Created custom reports and visualizations to support decision-making processes.

Network Operations Associate

Accenture Solutions Private Ltd
03.2016 - 11.2021
  • Assisted in the design and deployment of new networks for company expansion projects, ensuring seamless integration with existing systems.
  • Reduced downtime by efficiently resolving hardware and software issues for routers, switches, servers, and other networking equipment.
  • To provide network establishment, identify nearest head office locations to expedite customer service.
  • Implemented network monitoring tools to detect optimal solutions outside of standard processes.
  • Conducted training sessions for new hires on order management systems.
  • Executed thorough inspections to guarantee adherence to internal protocols and client requirements.
  • Maintained up-to-date knowledge on industry trends and emerging technologies to recommend innovative solutions for improved operational efficiency.

Customer Service Executive

Accenture Solutions Private Ltd
06.2013 - 03.2016
  • Load orders on behalf of UK reps and issue product orders and service upgrades for customers.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues, alternately connect with reps through chats to assess customer needs and load their orders.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Kept client and company files safely to comply with confidentiality laws and regulations.
  • Earned recognition from management for consistently delivering exceptional service quality.

Technical Support Engineer

Hinduja Global Solutions, HGS
06.2011 - 04.2013
  • Delivered Tier-3 support by providing remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided backend support by coordinating with US-based engineers to restore services efficiently, while monitoring system performance to identify and address potential issues proactively.

Education

Bachelor of Computer Applications - Computer Science

TNOU University
Chennai
04.2001 -

Skills

Data analysis

Timeline

Network & Svcs Operation Analyst

Accenture Solutions Private Ltd
12.2021 - 01.2025

Network Operations Associate

Accenture Solutions Private Ltd
03.2016 - 11.2021

Customer Service Executive

Accenture Solutions Private Ltd
06.2013 - 03.2016

Technical Support Engineer

Hinduja Global Solutions, HGS
06.2011 - 04.2013

Bachelor of Computer Applications - Computer Science

TNOU University
04.2001 -

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Mary MartinaNetwork & Svcs Operations Analyst