Sathish Kumar V

• Managed the team of junior business analysts, mentoring, guiding, and communicating with them the goals, best practices, and giving feedback for consistent and collaborative growth.
• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
• Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
• Efficient in UAT, and reporting defects in an actionable manner.
• Improved project efficiency by analyzing business processes and identifying areas for improvement.
• Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Provided technical support for troubleshooting analytics and reporting issues.

Applications used: Salesforce, ServiceNow, JIRA, Confluence, Sharepoint, , 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 technology management team. Managing a team of 10 qualified service professional each targeting multiple areas of Norton Consumer Sales, Support and Services starting from Call center users onboarding, life cycle management, tool access, Product launches, Initiatives, Red alerts, Vendor management, Project management, Change management etc.,
• Extremely skilled at stakeholder management, Service delivery management, Customer Service management, Change management, Security, Compliance & branding.
• Setting KPI and monitoring through it by providing continuous feedback and implementing effective improvements.
• Ensuring the requests and escalations are addressed & completed within the committed SLA by sending daily follow ups on overdue and weekly and monthly trends of average SLA by individual, LoB.
• Conducting quarterly business review on all achievements, opportunities and Initiatives with the key stakeholders, vendors, 3rd party clients ranging from VP to SME's
• Enabling the team to perform better in their role, removing any blockers or calling out the challenges & taking actions, Creating plan of actions to bring solutions by collaborating with cross functional teams.
• Giving importance to Customer satisfaction - both internal and external. Gathering survey and feedback to learn the areas of opportunities for continuous improvement.
• Excellent in handling Global escalations, being the primary PoC & take ownership as needed to be the frontline of the team.
• Conducting timely analysis and investigations to suggest better course of plan for the team, business & overall organization.
• Skilled at resource & capacity planning, business continuity planning, risk management.
• Continuous 1-1 with my team members & other team leaders for the betterment of the team's performance & motivation.
• Traveled across the globe to meet with stakeholders, vendor companies, client companies, cross functional teams to discuss project launches, teams improvement & brought results.
• Identify opportunities for improvement, breaches, risk and fraudulent possibilities and present, own and resolve proactively.
• First level contact of Product, program and tool launch readiness to analyze & document the needs, do's and don'ts for the business.
• Acted as a project manager for all the tools commissioning & decommissioning work, feature launches, impact on permissions & access.
• Creating business flows, requirements, opportunities & work along side of cross functional teams to implement them.
• 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.
• Technical liasion for Password management application.
• 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 modification 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.

• Lead and Managed Technical engineers from then Symantec Enterprise side of the house.
• SLA and Backlog management is always the task 1 and task end of the day.
• Acted as Mentor and Train the trainer initiative lead to drive the team towards their next career goal.
• Brought in training sessions and programs that are relevant to the enterprise support which helped immensely with their performance.
• Skilled at Enterprise client management & support. Handled top enterprise business partners queries, escalations, support and services.
• Resource and Capacity Planning, Business continuity, Employee satisfaction is one of the key skills I have developed during this tenure.
• 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 2012 Supervisor - Customer Support - McAfee
• December 2009 to October 2010 Trainer - Technical Support - McAfee
• August 2009 to December 2009SME - Technical Support - Windows 7 Pilot launch
• December 2006 to August 2009 Technical support executive (Jr to Sr) - Windows XP, Vista.