Technical Support Process Improvement
Resume:
Lead Associate
********@*****.***
plot no**,Road no 1<Pragati Nagar Colony, Mansoorabad, Hyderabad, Telangana, India, 500068, India
+91
Result-oriented and service-based professional with overall 16+ years of experience in establishing and enforcing SOX compliance within complex IT environments with solid acumen in Technical Support, Troubleshooting, IT System Support, Auditing, Business Process Improvement, Issue Management, and Customer Relationship Management
Demonstrated ability in developing and implementing process improvement standards and practices for an IT service delivery organization. Expertise in IT SOX consulting, guiding process improvement, risk mitigation, and regulatory compliance
Hand-on experience in diagnosing and resolving technical network, hardware, and issues; escalating requests if required; familiarities in technical troubleshooting by taking remote access to the user computers, including troubleshooting the hardware peripherals Conversant in analysing and identifying control gaps and implementing practical solutions to streamline operations. Deft in performing risk assessments and developing mitigation strategies to ensure IT operational efficiency
Adept at coordinating with internal and external auditors to validate SOX compliance. Skilled in user administration and troubleshooting on RSA ACE Server, ensuring system integrity and security. Adroit in Service Now and HPSD CRM, facilitating efficient helpdesk documentation and ticketing system management Strong knowledge of monitoring tools and management consoles, including ROCD, SCOM, NAGIOS, SolarWinds, and OEM, facilitates efficient system monitoring and resolution of issues. Good knowledge in managing issues with Single Sign-On (SSO), ensuring seamless user access across different platforms Highly adaptable and flexible to changing demands of work, with the ability to understand the requirements and deliver them to committed deadlines
Work Experience
Yellapragada venkata Sirish Pawan Kumar
Lead Associate
Genpact India
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Contributed to the establishment of new procedures and the formulation of corrective action strategies to assure adherence to SOX regulations
Completed design evaluations and testing plans promptly and efficiently Undertook testing plans within designated areas and scopes for SOX evaluations Recorded work according to accepted methodologies and SOX criteria Compiled comprehensive findings for discussion with relevant management staff Delivered progress updates to the Project Manager punctually Ensured that SOX testing outcomes were relayed to the relevant authorities Recognized critical controls, evaluated controls for design flaws, and updated processes accordingly Arranged testing of operational effectiveness in line with test plans Identified operational flaws and suggested solutions to rectify control failures Determined compensating controls to diminish risk exposures Proficient understanding of IT Management Frameworks such as ITIL and regulations including SOX, PCI Compliance, and HIPAA is mandatory
Orchestrated and oversaw exchanges with multi-functional and geographically diverse teams, both internally and externally, as required
Aug 2011 Jul 2025
Core Skills
Education
Certificates
Conducted root cause analyses and communicated control deficiencies internally and with client senior management
Upheld and updated necessary control and process documentation (e.g., control matrices, flowcharts, testing documentation) in line with engagement goals Senior Technical Support Executive
Sutherland Global Services
May 2007 - Jun 2011
SOX compliance, Technical Support, IT System Support, Auditing, technical troubleshooting, internal and external auditors, SOX compliance, TOR & TOD risk assessments, Windows operating systems, active directory, Big 4 (KPMG & PWC), SOX Compliance, IT Controls, Quality Compliance, Internal Audit, IT General Controls (ITGC)
Guru Ghasidas University
Computer Application
Microsoft Certified Solutions Associate (MSCA)
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