Summary
Overview
Work History
Education
Skills
Certification
Tools and Other Skills
Accolades
Disclaimer
Timeline
Generic

Mercy Priyadharsini

Bengaluru

Summary

Forward-thinking and dedicated engineer bringing ~20 years of expertise in various technology areas such as Project Management, Training and Development, Data Analytics, Knowledge Management and Quality Assurance. Cultivates rapport with individuals & teams to optimize project goals and output, resolve challenging problems and deliver continuous improvement strategies. Extremely self-motivated, can work independently and as an excellent team member.

Overview

20
20
years of professional experience
8
8
years of post-secondary education
11
11
Certifications

Work History

Strategy and Business Transformation Lead

JPMorgan Chase
11.2018 - Current
  • Evaluated staff performance and provided coaching to address process and system inefficiencies.
  • Increased overall productivity with effective project management and strategic planning.
  • Developed comprehensive training programs to enhance employee skills and improve overall performance levels within the firm.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated compliance and audit reports detailing findings and recommendations.
  • Improved customer satisfaction rates by analyzing feedback data and implementing targeted initiatives aimed at addressing key areas of concern.
  • Exercised leadership capabilities by successfully motivating and inspiring others.

Enterprise Password Vault (EPV) - Operations Lead

JPMorgan Chase
08.2016 - 10.2018
    • Liaised with Business and Operations managers to organize and perform quality standard training for new and existing staff.
    • Identified critical defects through rigorous testing and performed time and motion study on EPV products.
    • Provided expertise on non-conforming product requirements
    • Updated quality control standards, methods, and procedures to meet compliance requirements.
    • Improved quality processes by performing audit checks on process and staff for increased efficiency and effectiveness.
    • Mentored junior team members, fostering growth and enhancing team performance.
    • Managed internal operational standards and productivity targets.

Process / Technical Training Lead

JPMorgan Chase
03.2011 - 08.2016
    • Designed training framework to impart New Hire and refresher training to Remote and Local Desktop teams in erstwhile Global Technology Infrastructure (GTI).
    • Managed and transitioned ~ 30 training batches across India locations, Singapore, Bournemouth, Manila, and the US.
    • Responsible for standardizing, certifying, and managing Standard Operating Procedures and knowledge documentation on the Knowledge Portal.
    • Analyzed and assessed training needs for the business and proposed learning solutions for employees/line managers and senior management.
    • Maintained accurate records and documentation of projects to inform stakeholders of progress and updates.
    • Led the Self-Service Enablement project for India along with Operations Leads – conducted training sessions for other businesses, generated and reported compliance metrics to the India Leadership team, and conducted targeted sessions for the defaulters.

Analyst / SME / Technical Lead

JPMorgan Chase
12.2006 - 02.2011
  • Joined as an IT helpdesk analyst to support internal employees with their Technical / Infrastructure issues
  • Later moved into a Critical support analyst role and managed the Priority One line and complex issues
  • Moved into a Technical Lead role, supporting IT analysts by addressing their questions/concerns, escalations, routing of complex tickets, and ensuring customer service in all situations
  • These roles helped provide a great platform to learn Incident and Problem Management, service delivery, customer centricity, monitoring and tracking of incidents, prioritization of work, accountability, and leadership skills.

Project Management Executive

Xserve India Private Limited (Acer concern)
08.2004 - 12.2005
  • Proposed appropriate Wi-Fi solutions to Network engineers/IT officers of small businesses and corporate firms.
  • Worked closely with the technical teams to understand the functionalities of all wireless-related products such as Access Points, Antennas (directional and omnidirectional), boosters, power amplifiers, and hotspot managers like centralized gateways, wi-fi routers to showcase products and offerings at tech expos
  • Single-handedly proposed solutions assessing the perimeter and premise layout of clients' locations
  • Managed issues related to Product Manufacturing, Engineering, Compliance / Type Approval, Technical and troubleshooting.

Technical Support Officer

Converses India
01.2004 - 06.2004
  • Responsible to support and troubleshoot Microsoft related issues for external clients
  • Helped with Microsoft OS installation and setup, troubleshooting of Windows OS, Browser issues, and simple/intermediate networking issues.

Education

MBA - Information Technology

Amity University
Distance Education
07.2021 - 01.2024

Bachelor of Engineering - Electronics And Instrumentation

St. Joseph's College of Engineering
Chennai
07.1999 - 05.2003

HSC -

Holy Angels Higher Secondary School
Chennai
01.1998 - 05.1999

SSLC -

Holy Angels Higher Secondary School
Chennai
06.1996 - 01.1997

Skills

  • Ability to teach and mentor

  • Ability to negotiate and influence decisions

  • Trustworthy and hardworking individual

  • Problem-solving aptitude

  • Interpersonal Communication

  • Decision-Making

  • Attention to Detail

  • Team building and networking

  • Self Motivation

  • Adaptability and Flexibility

  • Strong empathy and upholding high ethics in the workplace

Certification

ITIL Intermediate

Tools and Other Skills

  • Articulate Storyline
  • Adobe Captivate 2019
  • Camtasia
  • Snagit
  • Synthesia
  • Microsoft Office tools
  • InfoPath Designer
  • Adobe Photoshop
  • Perception Questionmark
  • Survey tools (Survey Monkey/Qualtrics)

Accolades

  • Recognized at the Bengaluru Tech Center by Global Technology CIO for my contributions to Diversity, Equity and Inclusion – Oct 2023
  • Best Location Lead Award for Take IT Forward (TIF) - May 2023
  • Rising Star Award Recipient - WOC STEM Conference – July 2021
  • Culture Champion Award from Global Technology CIO – Q2 2021
  • 2 Impact awards for Cultural engagement and champion at the hub and business – Q3 2018


Disclaimer

I hereby declare that the details furnished are true to the best of my knowledge and belief.

Timeline

Python Basics

05-2024

PowerPoint using AI and ChatGPT

02-2024

MBA - Information Technology

Amity University
07.2021 - 01.2024

Strategy and Business Transformation Lead

JPMorgan Chase
11.2018 - Current

ITIL Intermediate

06-2017
Certified on Articulate Storyline
09-2016

E-Learning Instructional Design (Basic)

09-2016

Enterprise Password Vault (EPV) - Operations Lead

JPMorgan Chase
08.2016 - 10.2018

Process / Technical Training Lead

JPMorgan Chase
03.2011 - 08.2016

Analyst / SME / Technical Lead

JPMorgan Chase
12.2006 - 02.2011

MCSA

10-2006

CompTIA Network Security N+

04-2005

CompTIA Security A+

03-2005

Project Management Executive

Xserve India Private Limited (Acer concern)
08.2004 - 12.2005

Technical Support Officer

Converses India
01.2004 - 06.2004

Linux

03-2003

C

01-2003

C++

01-2003

Bachelor of Engineering - Electronics And Instrumentation

St. Joseph's College of Engineering
07.1999 - 05.2003

HSC -

Holy Angels Higher Secondary School
01.1998 - 05.1999

SSLC -

Holy Angels Higher Secondary School
06.1996 - 01.1997

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Mercy Priyadharsini