Swathi Shimon
Hyderabad
Summary
- Experienced and detail-oriented Quality Support Specialist with a proven track record of ensuring product excellence through meticulous quality control and customer support.
- Adept at implementing and maintaining quality standards, conducting thorough analyses, and providing effective solutions.
- Possesses strong communication skills, both verbal and written, enabling seamless collaboration with cross-functional teams and delivering exceptional support to clients.
- Known for a commitment to continuous improvement, I leverage a data-driven approach to identify opportunities for process optimization, enhance product quality, and exceed customer expectations.
- Seeking to contribute my skills and expertise in quality assurance and customer support to a dynamic team dedicated to delivering superior products and services.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Merative Technologies India Private Limited
08.2023 - Current
- Define and implement access control policies regularly review and audit user access rights to ensure compliance with security policies
- Lead and execute SOC 1 and SOC 2 audits, assess controls, and evaluate security and compliance measures
- Integrate user provisioning processes with identity management systems and other relevant tools
- Create and maintain a system of role-based access control (RBAC) to streamline user provisioning
- Identify areas for improvement, developing, and executing quality initiatives, and ensuring compliance with industry standards and regulations
- Designing and implementing efficient user onboarding and offboarding processes, ensuring timely and secure access for employees
- Skilled in managing user accounts, configuring permissions, and maintaining access control policies
- Proven ability to enhance product/service quality, streamline processes, and consistently exceed quality benchmarks
- Developed and maintained reporting systems that provided timely and accurate information to support business operations and strategic decision-making
- Created customized reports using tools such as Excel, Power BI, or other relevant software, ensuring data accuracy and clarity
- Skilled in 24/7 monitoring and calling process responsible for tracking and responding to critical incidents and alarms in real-time.
Product Support Specialist
IBM India Private Limited
01.2017 - 07.2023
Analyst
Truven Health Analytics
04.2014 - 01.2017
Senior Process Associate
ADP India Private Limited
01.2010 - 01.2014
Process Associate
Tata Business Support Services
01.2008 - 01.2010
Education
B. Com - Bachelor of Commerce
Osmania University
Skills
SQL Basics
Linux Basics
Process Training & Transition
Quality Management
Performance improvement
Project Management
Customer Experience
Service level agreements
Salesforce, JIRA, ServiceNow
Microsoft Office (Excel, PowerPoint & Word)
Certification
- Azure Cloud – AZ900
- IBM Cloud Core
- IBM Cloud Essentials
- IBM Watson and Cloud Foundations
- Pursuing AWS- Solution Architect
PROJECTS
- Handled SOC 1 and SOC 2 Projects for Consecutive 6 years
- Handled report automation project
- Handled training for 6 new associates in the process.
Accomplishments
- IBM BU Excellence Award (2017 & 2021
- Completed DISHA (One year Program for women) by IBM
Timeline
Product Support Specialist
Merative Technologies India Private Limited
08.2023 - Current
Product Support Specialist
IBM India Private Limited
01.2017 - 07.2023
Analyst
Truven Health Analytics
04.2014 - 01.2017
Senior Process Associate
ADP India Private Limited
01.2010 - 01.2014
Process Associate
Tata Business Support Services
01.2008 - 01.2010
B. Com - Bachelor of Commerce
Osmania University
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