Vinniya Ravi
Chennai
Summary
Dynamic User Access Management leader with over 7.9 years of experience in driving client satisfaction at Wipro by effectively leading a team of 21 professionals. Expertise in crisis management and automation implementation fosters continuous improvement and operational efficiency. Strong interpersonal communication skills enhance customer retention and ensure regulatory compliance, contributing significantly to organizational success. Committed to leveraging strategic stakeholder engagement for future growth and excellence.
Overview
7
7
years of professional experience
Work History
User Access Management Lead
Wipro Technologies
Chennai
07.2024 - Current
- Ensured compliance with the organization's best practices and company policies throughout all support activities undertaken by the team.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Managed multiple roles simultaneously, staying organized, and meeting deadlines consistently.
- Implemented automation tools to streamline workflows, reduce manual tasks, and increase productivity within the support team.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Documented technical issues and solutions to enable tracking history, and maintaining accurate logs.
- Participated in post-mortem reviews after major incidents, identifying areas for improvement, and implementing changes accordingly.
- Improved customer satisfaction by promptly addressing service requests and providing accurate solutions.
- Maintained high levels of customer satisfaction, even during peak times, or high-volume ticket periods.
- Generated reports to track performance and analyze trends.
- Assisted with external audits, and conducted internal audits as well.
- Maintained knowledge articles and SOPs.
- Demonstrated strong organizational and time-management skills while managing multiple projects.
- Assisted the customer with IAM-related process improvements.
- Provided inputs and implemented many changes in managing identities on MyACCESS (SailPoint tool).
Subject Matter Expert
Wipro Technologies
Chennai
03.2020 - 07.2024
- Oversaw quality control to identify inconsistencies and malfunctions.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Organized client meetings to provide project updates.
- Analyzed key performance indicators to identify effective strategies.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities, or challenges.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Implemented strategies to take advantage of new opportunities.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Created technical documentation, including system diagrams, process flow charts, and work instructions.
UAM Analyst
Wipro Technologies
Chennai
08.2017 - 03.2020
- Facilitated account management for new, departing, and special access users.
- Granting permission for shared folder(Read, Write, Modify and Execute).
- Security group creation/deletion in Azure Active Directory, AD, and via the SailPoint quick link.
- Executed activities related to folder management including creation, migration, and deletion.
- Worked on monthly activities such as the service account password never expires script, reorganization, temporary group deletion, and orphaned accounts cleanup activity.
- Created SOPs and KB articles for the Access Management Team.
- Aging reports, queue management, using ServiceNow.
- Escalation management.
- Created new AD PowerShell scripts to automate manual tasks for the team.
- Assisting the GRC Team and Internal IAM Team in implementing access reviews.
- Designed and developed service catalogs through ServiceNow item designer and catalog builder functionality.
- Managing customer relationships and governance meetings.
- Implemented service management best practices.
- Improved CSAT for the account.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Panimalar Engineering College
Chennai03.2016
Skills
- Active Directory
- Azure Active Directory
- SailPoint
- M365
- PowerShell
- Workday
- ServiceNow
- Microsoft Office (Word, Excel, PowerPoint, Visio)
- Power BI dashboard
- Selenium script
Personal Information
- Date of Birth: 12/03/95
- Nationality: Indian
- Marital Status: Married
Activities
- Ticket Management
- Incident Management
- Client Handling
- Problem Solving
- Escalation handling
- Reports
- Dashboards
- Audits
- Time management
Affiliations
Prepared Lean and BVM (Business Value meter) and also recognized in Customer Value Success Stories.
Lean is approved with financial savings 26831.7 $ annually
BVM is approved with financial savings 97,920 $ annually
Participated in CII National Office Innovation Competition and won silver trophy
Accomplishments
- CRS Beyond Boundaries ( Individual Award )
- Extra Miler Award
- Inspiring Performance
- Being the first on the scene
- CRS Supersonics ( Team Award)
- Habit Flagbearer - Building Trust
- Habit Flagbearer - Being Responsive
- Habit Flagbearer - Always communicating
- Habit Flagbearer - Demonstrating Stewardship
Languages
Tamil
First Language
English
Upper Intermediate (B2)
B2
Timeline
User Access Management Lead
Wipro Technologies
07.2024 - Current
Subject Matter Expert
Wipro Technologies
03.2020 - 07.2024
UAM Analyst
Wipro Technologies
08.2017 - 03.2020
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Panimalar Engineering College
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