Midhun Parayaru Kottayil

Results-driven System Engineer and experienced manager with over 10 years of diverse experience in Client Assessment, Risk Analysis, Process Implementation, Team Management & Training, and Business Operations. Proven ability to lead high-performing teams and deliver exceptional client service while ensuring compliance standards. Adept at analyzing complex client requirements, developing efficient assessment processes, and fostering cross-departmental collaboration. Proficient in case management and committed to driving continuous improvement in operational excellence. Passionate about utilizing my analytical expertise and leadership skills to support risk management objectives and organizational growth.

• Recognized with appreciation by Regional Head and Foreign Delegates of ACM ICPC for excellence in team management and coordination with various departments and vendors., 2014, 2015, 2016
• Recognized by University Representatives for coordinating with various exam centers (other universities and schools) across India during AEEE., 2014, 2015, 2016
• Recognized by Hospital Management for overall managerial role played during various national and international events and for coordinating with the team for NABH and NAAC inspection.
• Coordinated and supervised a large international event 'Association for Computing Machinery- International Collegiate Programming Contest (ACM ICPC)'

• Strong business acumen with proven ability to identify requirements, understand business drivers, and provide sound recommendations and transforming them into technical solutions.
• Led, trained, and monitored performance of 13 technical support specialists; creating and fostering healthy environment that facilitates high performance of team members and accomplishments of organizational goals including service level agreements (SLAs).
• Adept at implementing strategies to streamline operations, improve efficiency, and enhance customer satisfaction.
• Collaborate with stakeholders to define project scope, establish timelines, and facilitate effective communication to align with organizational objectives.
• Address root causes of customer technical issues through diligent research and troubleshooting.
• Managed escalations of complex technical issues, serving as the primary contact for high-profile customers and providing guidance to team members for swift resolution.
• Ensured timely resolution and detailed record-keeping of customer issues while conducting regular status meetings and delivering progress reports to senior management.
• Coordinated user acceptance testing (UAT) activities, gathering feedback, and addressing issues to ensure successful deployment of application.
• Provided training and support to end-users, enabling them to effectively utilize new application and maximize its benefits.
• Served as a subject matter expert on company products, offering timely technical support, coordinating product testing and validation activities.
• Developed and maintained product support documentation such as knowledge base articles, FAQs, and troubleshooting guides, enabling customers to independently resolve issues.
• Created document repository to capture new insights for organization-wide reuse, fostering knowledge sharing and continuous improvement across teams.
• Analyzed needs and proposed optimal solutions, which entail assessing project scope, as well as finalizing requirements.
• Maintained up-to-date knowledge and deep understanding of latest product features, updates, releases, and best practices, ensuring a strong grasp of new technical specifications.
• Handled confidential information discreetly and contribute to the development and implementation of policies and procedures to optimize business operations.
• Contributed towards continuous improvement initiatives focused on optimizing internal processes and enhancing the overall quality of service delivery.
• Spearheaded the entire gamut of Event Management inclusive of conceptualization, procurement of materials, set design, scheduling and delivering the same on time within prescribed budget.
• Ensured financial clearance & making event reports post tallying the bills and submitting the event summary to the client.
• Administered the quality, updates, and maintenance of the Amrita Online Application Portal, the admission software utilized by the university. Additionally, managed the online portal of Baylor site and the international website for ACM ICPC.