Summary
Overview
Work History
Education
Skills
Timeline
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Sai Mridula Velagaleti

Manager - CATT (Center for Advanced Tax Technology)
Hyderabad

Summary

Experienced and dedicated Service Desk Manager with a proven record of providing exceptional IT support services. With 11 years of experience in IT service operations, learning, and training function, I have developed a strong understanding of the industry. I have also spent 2+ years leading the Training and Quality function, honing my leadership skills and strategic mindset to streamline operations and enhance user satisfaction. As a proficient and results-oriented Training and Quality Manager, I have extensive experience in developing and implementing training programs and quality assurance methodologies. My skillset includes analyzing performance metrics, identifying areas of improvement, and implementing strategies to enhance service delivery and customer satisfaction. Additionally, I have a strong background in driving continuous service improvement initiatives and leading automation efforts.

Overview

14
14
years of professional experience
4
4
years of post-secondary education

Work History

Manager – CATT ( Center for Advanced Tax Technology)

RSM US LLP
06.2024 - Current
  • Gather and maintain comprehensive product data, including details about application owners, vendor information, application descriptions and capabilities, usage data, installation/access details, and roadmap information
  • Ensure accurate and up-to-date maintenance of CMDB data within ServiceNow
  • Document application usage and conduct regular user audits to ensure alignment with vendor agreements and expected usage parameters
  • Collaborate with vendors and IT teams to coordinate application updates for locally installed products
  • Ensure updates are rolled out efficiently and in line with business requirements
  • Develop, maintain, and update knowledge base articles related to application access, support processes, and update management procedures
  • Ensure adherence to information security, risk management, and data privacy requirements

Technology Operations Associate Manager

Wells Fargo
09.2022 - 05.2024
  • Leading a team of 35 team members across three different teams – Training, Quality, and operations
  • Managing the day-to-day operations of the 24X7 Global service desk team – working across multiple geographical locations proving phone & chat support in line with agreed service level agreements
  • Serve as service desk liaison to major business impacting initiatives
  • Handle hiring and ensure effective vendor management
  • Maintain a close working relationship with internal and external stakeholders to meet SLA
  • Responsible for ensuring all KPIs and metrics are measured and adhered
  • Reviewing the KPI benchmark from time to time and taking necessary action to improve the efficiency of service provided to customers
  • Provide data and reporting of KPIs and trends to the leadership, weekly and monthly or as needed
  • Connects regularly with leadership and management to review Global service desk performance and ongoing issues
  • Help WPA to plan work schedules for global help desk operations and assign staff to accomplish daily work by providing variations in workload
  • Active involvement in employee development through training, coaching and performance management
  • Collaborated with cross functional teams(L1/L2) to identify opportunities for process improvements and implemented solutions to enhance service desk effectiveness
  • Actively and efficiently contributed towards setup of power BI dashboards for Quality metrics, agent performance, Top call drivers, NPS scores, Training activities
  • Lead an automation team to implement PowerShell scripts instead of manual troubleshooting for various issues like outlook troubleshooting, browser troubleshooting etc
  • As part of automation implemented Aternity to check device health status and embedding few scripts within Aternity to reduce troubleshooting time for agents as well as making it available as self-help for users

Senior Technology Operations Analyst

Wells Fargo
12.2012 - 09.2022
  • Primary trainer for leading and training the IT helpdesk team and ensure their access is in place before they start hitting the floor
  • Acted as primary point of contact for the IT help desk by coordinating the tasks and events as required and for the issues reported by GLS users across organization
  • Access management for entire Service desk
  • Coordinated end user training on new and existing system
  • Trained all the new joiners of IT Help desk across India locations, Philippines and USA
  • Handled training for over 45 batches which would be close to total of 270 trainees
  • Performing the regular check on team members technical and process knowledge and provided correction plans as needed
  • Conducted new team member orientation and risk sessions for team members joining Wells Fargo
  • Handled multiple transitions and worked towards successful transition
  • Performed quality evaluations and provided feedback to the agents
  • Hands-on experience on the ticketing tools like BMC & ServiceNow, Excel reporting and data analysis to understand call trends

System Support Analyst

IBM
04.2011 - 04.2012
  • Supported AT&T employees and worked on issues related to MS-Outlook
  • Installed all kinds of software, and patch updates
  • Worked on VPN connectivity issues by installing VPN software, creating pins, and synchronizing tokens
  • Worked on escalations, web tickets, and sev-3 tickets
  • Supported team during one of the outages by picking up 35 calls in an hour
  • Apart from technical troubleshooting, monitored the call queue during outages
  • Provided support to the quality analyst in monitoring calls, and in checking with customers in the situation when they provide DSATs to the agent, like RCA

Education

Bachelor of Technology - IT

Jawaharlal Nehru Technological University
Hyderabad, India
04.2006 - 01.2010

Skills

  • IT Service Delivery
  • Incident Management
  • SLA & KPI Management
  • ITIL Framework
  • Vendor Management
  • Service Improvement & Automation
  • Stakeholder Management
  • Training & Quality

Timeline

Manager – CATT ( Center for Advanced Tax Technology)

RSM US LLP
06.2024 - Current

Technology Operations Associate Manager

Wells Fargo
09.2022 - 05.2024

Senior Technology Operations Analyst

Wells Fargo
12.2012 - 09.2022

System Support Analyst

IBM
04.2011 - 04.2012

Bachelor of Technology - IT

Jawaharlal Nehru Technological University
04.2006 - 01.2010

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Sai Mridula VelagaletiManager - CATT (Center for Advanced Tax Technology)