Sep 2023 – Sep 2025 · 2 yrs · On-site

• ★ By developing strong partnerships with vendors, I boosted content usage by 20%, which led to a significant annual training cost reduction of $10,000. Through thorough market analysis and expert recommendations, I streamlined the vendor selection process, reducing it from 10 weeks to just 7 weeks. This expedited approach allowed for quicker integration of high-quality content, enhancing the overall learning experience for users.
• ★ Leveraging my extensive knowledge of the vendor ecosystem, I proposed solutions that achieved a 95% stakeholder satisfaction rate. I created a comprehensive vendor knowledge base, which not only enhanced selection efficiency by 10% but also resulted in savings of $50,000. This resource has become invaluable for the team, providing quick access to critical information.
• ★ Acting as the central contact point between Procurement and Learning teams, I reduced contract lifecycle issues by 15%. This collaboration ensured smoother processes and more effective communication across teams, resulting in faster resolution of issues and a more cohesive approach to vendor management. By fostering strong interdepartmental relationships, I ensured that everyone was aligned and working towards common goals.
• ★ By partnering with leaders to identify and address gaps in Gen AI courses, I increased learner satisfaction by 15%. My contributions to Data & AI programs improved project efficiency by 10% and reduced completion times by 5%, demonstrating a clear impact on training outcomes. These improvements have been reflected in positive feedback from learners, who have benefited from more relevant and timely content.
• ★ Monitoring vendor content performance and negotiating contracts were key aspects of my role. Through strategic negotiations, I achieved a 15% reduction in training costs, further optimizing our learning and development budget. This cost efficiency has allowed for the allocation of resources to other critical areas.

Feb 2023 – Nov 2024 · 1 yr 9 mos · On-site

• As a Global Operations Integrations Specialist at Accenture, I have been instrumental in securing vendor integrations, managing vendor onboarding, and ensuring operational resilience. My efforts have consistently upheld Accenture's stringent security standards and optimized integration processes, leading to seamless vendor interactions and fortified data security.
• ★ I spearheaded the seamless learning SSO integration of 46 vendors, ensuring 100% compliance with Accenture's Security standards. Over a span of four years, my efforts resulted in zero escalations, showcasing the robustness and reliability of the integration processes. My meticulous planning and execution of each integration ensured adherence to all security protocols, providing a secure and efficient environment for vendor operations.
• ★ Managing the timely onboarding of vendors, I consistently met stringent deadlines and quality benchmarks. I controlled project costs within budget, aligning with stakeholder expectations and ensuring a smooth transition for each vendor. My proactive approach and attention to detail facilitated a seamless onboarding experience, contributing to the overall success of the integration projects.
• ★ Ensuring uninterrupted operations and data security was a key focus of my role. I proactively identified and resolved technical non-compliance issues, guaranteeing uptime and maintaining the integrity of data security. Through effective communication with internal teams, I fostered cross-functional collaboration, which fortified data security and enhanced the overall operational resilience of our systems.
• ★ Leading a high-performing SSO/SSA team of three, I drove significant improvements in integration processes. By mentoring my team and promoting a culture of continuous improvement, I ensured that our processes were efficient, effective, and aligned with the strategic goals of the organization.

Mar 2022 – Aug 2023 · 1 yr 5 mos · On-site

• ★ In my role as the Training Strategic Vendor Management Lead for Technology & Cloud at Accenture, I focused on enhancing efficiency, developing talent, and fostering strong partnerships to drive successful training initiatives. My dedication to continuous learning and expertise in resolving complex technical issues ensured the seamless delivery of high-quality training programs.
• ★ I excelled in resolving complex technical issues, managing a record-high 72 tickets—70% above the team average—with a 94% completion rate. By streamlining processes, I achieved a 12% workload reduction for the team, ensuring timely delivery of learning and enhancing overall efficiency. My technical acumen and problem-solving skills were pivotal in maintaining the smooth operation of training initiatives.
• ★ Mentoring new team members, I guided them in learning vendor management strategies and fostered skill development. By cultivating strong working relationships with internal stakeholders, including P+, Legal, and L&D managers, as well as with vendors, I created a collaborative environment that facilitated effective communication and successful project outcomes. My leadership contributed to the professional growth of my team and the strengthening of our vendor partnerships.
• ★ Demonstrating a strong commitment to continuous learning and professional growth, I invested 120 hours in completing 96 courses, including leadership development programs. This proactive upskilling in cutting-edge technologies, such as Generative AI, ensured that I remained at the forefront of technological advancements. My dedication to continuous improvement enabled me to bring innovative solutions to the team and drive the success of our training programs.

Apr 2020 – Feb 2022 · 1 yr 10 mos · On-site

• ★ I streamlined processes to reduce T2 ticket resolution time from 48 hours to 10 hours, achieving a 78% improvement. This efficiency saved $2,000 per month in support costs. By implementing a new escalation matrix and SLA, I improved first-call resolution by 20% and reduced ticket re-opens by 15%, further enhancing support effectiveness.
• ★ Proactively managing the support environment, I resolved over 500 tickets and closed hundreds of irrelevant and aged tickets. This meticulous attention to detail boosted customer satisfaction and significantly increased agent productivity, demonstrating my commitment to delivering top-notch support services.
• ★ Cultivating strong relationships with stakeholders and internal and external teams, I expedited issue resolution and ensured seamless communication for complex problems. This collaboration maintained high support efficiency and strengthened overall operational effectiveness.
• ★ Leading a DominKnow Claro process overhaul, I increased efficiency by 35% and improved clarity for support agents and customers. Additionally, optimizing JAWS software standardization and licensing reduced WCAG testing time by 45% and cut costs by $18,000.
• ★ I led testing for UATs and production tests, preventing bugs and minimizing deployment disruption. Designing a comprehensive testing plan for a new software release, I updated documentation to improve testing efficiency and ensure smooth technology rollouts.This proactive approach ensured that new software integrations were seamless and effective.

Oct 2019 – Mar 2020 · 5 mos · On-site

• ★ In my role as the Tech Support Lead for Classroom Technology at Accenture, I focused on enhancing team productivity, reducing training costs, and improving learner satisfaction through strategic task management and proactive issue resolution.
• ★ Streamlining task allocation, I achieved timely project completion with consistent quality, resulting in a 20% productivity boost. My ability to effectively manage and prioritize tasks ensured that the team could meet deadlines and maintain high standards, contributing to overall project success.
• ★ Leading cost-effective AV/tech solutions, I saved 40% on training equipment rentals. This allowed us to invest in versatile, long-term AV solutions, optimizing inventory levels, and reducing procurement lead times by 30%. My strategic approach to forecasting and procurement ensured that we stayed within budget constraints while enhancing our training capabilities.
• ★ Ensuring 100% compliance for training equipment, I enhanced learner satisfaction by 99% through proactive issue management and providing a superior digital learning experience. Achieving optimal uptime for Accenture Connected Learning Classrooms and VC rooms, I guaranteed uninterrupted global connectivity, which was crucial for delivering high-quality training sessions.

Apr 2014 – Sep 2019 · 5 yrs 5 mos · On-site

• ★ In my role as the Infra Tech Support Senior Analyst for Classroom Technology at Accenture, I focused on streamlining training delivery, ensuring uptime and smooth operations, and providing exceptional customer service through proactive issue resolution and effective management of third-party providers.
• ★ By standardizing image deployment, I ensured stable training sessions across the board, resulting in a 20% efficiency boost. Resolving 95% of technical issues personally, I minimized disruptions and maintained training efficiency, contributing to a seamless learning experience for participants.
• ★ Managing Active Directory services, I prevented downtime and guaranteed smooth operations for the training domain network. My proactive approach to network management ensured uninterrupted connectivity and optimal performance of the training infrastructure, which was critical for the successful delivery of training sessions.
• ★ Providing "white glove" service, I promptly escalated and resolved issues, boosting customer satisfaction by 40%. My commitment to exceptional customer service ensured that any concerns were addressed swiftly, enhancing the overall training experience and building trust with our clients.
• ★ Effectively managing third-party service providers, I ensured timely issue resolution and met training delivery needs efficiently. My ability to coordinate with external vendors and maintain high standards of service contributed to the smooth execution of training programs and the achievement of organizational goals.

Aug 2013 – Mar 2014 · 7 mos · On-site

• ★ In my role as an IT Application Support Analyst at Accenture, I played a pivotal role in ensuring the seamless operation of virtual training platforms, providing real-time support, and enhancing the overall learning experience for both faculty and participants.
• ★ Working closely with Product Support, Development, and virtual support leads, I ensured that Adobe Connect and D2L software and environments were functioning optimally. My proactive approach to technical assistance for Virtual Instructor-Led Training on Adobe Connect and Microsoft Lync/Skype for business platforms ensured uninterrupted training sessions.
• ★ Providing real-time support, I swiftly addressed any issues faced by faculties and participants, preventing disruptions and maintaining the flow of training sessions. My expertise as an SME for end-user technologies at the site allowed me to communicate technical information effectively, providing coaching and support to audiences at all organizational levels.
• ★ I resolved audio/video issues, Internet Explorer plug-in crashes, and network problems quickly, ensuring a seamless user experience. By escalating major technical issues to the Learning Product Services, Adobe, and Skype-express support teams, I facilitated prompt resolutions and communicated updates to the Classroom Technology leads.
• ★ Documenting all troubleshooting steps on the team SharePoint site, I created a valuable resource for future reference and knowledge sharing. I ensured high standards of learning delivery by proactively addressing potential issues in Accenture MyLearning and the D2L Brightspace Content Delivery Release.

Mar 2011 – Aug 2013 · 2 yrs 5 mos · Bangalore · On-site

• ★ During my tenure as a Senior Escalation Technical Support Engineer at Convergys, I provided expert technical support for international Microsoft customers, specializing in Windows Operating Systems. My role involved addressing complex technical issues, ensuring smooth operation and optimal performance of various Windows environments.
• ★ I delivered comprehensive technical support for Windows 7, Vista, and XP, including installation, repair, and upgrading of operating systems. My expertise in user data migration and data backup ensured seamless transitions and safeguarded customer data during system upgrades and repairs.
• ★ By installing device driver software and setting up and sharing printers, I facilitated efficient device integration and improved user productivity. I also configured file-level and folder-level permissions for user accounts, enhancing data security and access management.
• ★ I created and configured both wired and wireless networks, setting up workgroups and homegroups to enable efficient file and resource sharing. My efforts in optimizing internet connection speeds and configuring Microsoft Service Packs, Internet Explorer, Outlook, and Silverlight improved overall system performance and user satisfaction.
• ★ Addressing issues related to file and resource sharing within homegroups and workgroups, I ensured smooth collaboration and data exchange among users. I actively protected customer systems from threats by removing viruses and installing security software.
• ★ I excelled in performance fine-tuning of operating systems and installed software, tailoring system settings to meet user requirements and enhance operating efficiency. Taking remote access control of customers' computers allowed me to swiftly diagnose and resolve issues, providing effective and timely technical support.

Aug 2007 – Nov 2010 · 3 yrs 3 mos · Kozhikode, Kerala, India · On-site

• ★ During my tenure, I was responsible for the effective provisioning, installation, configuration, operation, and maintenance of computer hardware and software, as well as related infrastructure. My role was critical in ensuring the smooth functioning of the IT environment and providing technical support.
• ★ I oversaw the installation and configuration of Windows Server 2003 Domain Controller and other servers, ensuring robust network administration and seamless user management. My work included monitoring system performance, verifying the integrity and availability of hardware, server resources, and key processes on a daily basis, thus maintaining optimal system functionality.
• ★ Providing technical support to our programmers, both voice and non-voice, was a key aspect of my role. I effectively managed individual user server space, access rights, login availability, and other security settings, ensuring that users had the necessary resources while maintaining a secure environment.
• ★ Antivirus program updates and monitoring of system and data security were pivotal to my responsibilities. I performed ongoing performance tuning, hardware upgrades, and resource optimization as required, configuring CPU, memory, and disk partitions to meet the demands of the system and ensure peak performance.
• ★ I was adept at fixing hardware and software problems quickly and efficiently. By maintaining a cache of spare hardware and software and regularly backing up data, I ensured minimal downtime and swift recovery from any issues. My proactive approach included performing system monitoring, updates, and regular maintenance to prevent potential disruptions.
• ★ Additionally, I maintained office printers, scanners, and other peripherals, ensuring they were always operational and met the needs of the organization. My comprehensive approach to IT support and system administration contributed significantly to the reliability and efficiency of our IT infrastructure.