Sathish Kumar V

Applications used: ServiceNow, JIRA, Confluence, Sharepoint, SFDC, Outlook, MS Office , Teams/slack channels, Qlik, Medallia, IDM, Avaya Workspace, Khoroscare, AppFollow and many other internal as well external 3rd party tools.

• Leading the user provisioning team. Provisioning (creating, disabling/deleting, modifying) tool access for close to 30 plus business critical tools used by the Internal and external users for assisting the Customers either directly or indirectly.
• Sole owner for Onboarding & Offboarding & user life cycle management of external contact center users. (Vendors & Clients)
• Data management & remediation of tools, processes, Vendor contracts, Client contracts & Internal business requirements in a protected environment (confluence, JIRA, Sharepoint, OneDrive)
• Single point of contact for Internal audits & to present to the external auditors the proof of documents for everything related.
• Present and Showcase
• Keeping the team up to date about the backlog of requests, SLA, priorities, challenges and action items on a daily basis.
• Identify opportunities for improvement, breaches, risk and fraudulent possibilities and present, own and resolve proactively.
• Technical liasion for Password management application.
• First level contact of Product, program and tool launch readiness to analyze & document the needs, do's and don'ts from business.
• Creating business flows, requirements, opportunities & work along side of cross functional teams to implement them.
• Continuous 1-1 and team feedback for the improvement & efficiency of the IDM & Provisioning team.
• Sole owner for conducting quarterly user access review from business side for all the 30 plus business critical tools in scope. This includes validating the need for access, right level of permissions, documentation of the same.
• Primary approver for tool access request before the creation or modifcation of tool access.
• Primary owner & Responder for the Provisioning Distribution Mailbox to address queries and handling escalations.
• Conducting Weekly head count audit, Daily terminations, Weekly terminations, Quarterly user access review.

• Managed Technical engineers from then Symantec Enterprise side of the house.
• Handled top enterprise business partners queries, escalations, support and services.
• Primary responsibility is to deep dive critical issues, help the team with finding root cause and together find resolution.. Document and KB it for future reference.
• Ensured the requests are handled on a timely basis, Customer satisfaction is met, business goals are achieved beyond the expectations.
• Modify and alter the Support & service strategy, as it fits the need for each Customer.

• Supervisor for Norton case Manager team who handles the issues that are escalated to executive level & requires resolution.
• Front end contact with the executive levels to receive, review and revisit the issues before sending to the case managers for resolution and vice versa.
• First level responder to gain back the Customer's trust and confidence.

• October 2010 to August 2012Supervisor - Customer Support - McAfee
• December 2009 to October 2010Trainer - Technical Support - McAfee
• August 2009 to December 2009SME - Technical Support - Windows 7 Pilot launch
• December 2006 to August 2009Technical support executive (Jr to Sr) - Windows XP, Vista.