• Managed a team of 6+ engineers focused on ServiceNow operations, platform enhancements, upgrades, Robotic Standard and Design Authority (RSDA), IPA CoE, governance, and audit, ensuring adherence to industry standards.• Spearheaded global operations for RPA Business Units (BUs) across France, Japan, USA, Australia, Canada, and China, ensuring strategic alignment and seamless execution of automation initiatives across diverse regions.• Collaborated with executive stakeholders across finance, human resource, supply chain, operations, and research & development (R&D), to ensure alignment of business objectives and outcomes.• Implemented robust RPA governance frameworks, achieving 100% compliance in BOT configuration and third-party application integrations. Optimized the release checklist, managed BOT allocation, and attained thorough use case audits to document active and retired processes as well as reusable objects.• At Schneider Electric, the team adheres to Agile methodology within a product-centric framework, utilizing PI planning for strategic initiatives and maintaining rigorous Scrum ceremonies to ensure timely deliverables while effectively identifying and addressing roadblocks.• Evaluated quarterly cybersecurity audit reports to strengthen platform authentication, identify unauthorized applications, and ensure compliance with legacy operating systems and software updates, effectively reducing vulnerabilities.• Established SOPs for repetitive ServiceNow requests and trained the monitoring team, resulted in a substantial decrease in daily operational workload.• Handled hyper care periods post-deployment, assessing key documents such as release checklist, architecture approval, and testing proofs, while establishing change management protocols to minimize disruptions.• Delivered incident, problem, and change management processes to ensure seamless operations and SLA compliance. Performed root cause analyses to enhance ITSM practices.

• Authored Agile project lifecycles using JIRA, overseeing sprint planning, backlog refinement, retrospectives, and Confluence documentation, while guiding the team in Agile framework as a certified Scrum Master. Successfully delivered 50+ sprints, significantly improved project completion rates and delivery timelines.• Contributed as the primary point of contact on oil and gas project, resolving technical issues and overseeing payroll inquiries to maintain operational continuity, while effectively directing requests to the appropriate teams.• Independently supported a .NET-based application for processing claim files and loading data into the SQL database, earning direct client recognition for maintaining high client satisfaction, while concurrently contributing to an RPA project.• Gathered and assessed RPA business requirements, collaborating with end users to understand business needs and document rule-based, repeatable processes for automation. Accountable for securing approval from business process owners prior to production deployment.• Executed log level modifications, managed user access control, schedule update, debug mode run, automated script upgrade in bots and configured browser automation settings. Updated Blue Prism licenses and established new bot setups, proactively planning infrastructure for upcoming automation processes.• Administered Microsoft Azure environments, managing resource groups, Virtual Machines (VMs), Azure Active Directory (AAD), load balancers, ARM Templates, and Role-Based Access Control (RBAC). Ensured high availability, disaster recovery, and robust security compliance for mission-critical applications.• Led platform maintenance aligned with ITIL best practices, managing UAT cycles, vulnerability remediation and prod/non-prod patching while keeping stakeholders informed of upcoming platform upgrades.• Executed MS SQL queries to identify data discrepancies and generate detailed reports for a telecom project.

• Instituted expert-level technical support for Dell’s product portfolio, achieving customer satisfaction ratings exceeding 95% and consistently meeting response time targets within 98% of service level agreements.• Provided support for desktop and laptop users, resolving complex issues related to Microsoft products, operating systems, hardware technologies, and other deployed software.• Built operational processes and procedures to enhance speed, service, and efficiency within a 24/7 support environment, effectively triaging and resolving requests across multiple communication channels.• Uphold comprehensive reporting and monitoring systems to ensure transparency and accountability within the Service Desk, facilitating regular communications on operational capabilities and performance.• Demonstrated exceptional customer service by actively listening to client needs and clearly articulating solutions in both individual and group settings, leading to a 15% increase in customer satisfaction and a 20% reduction in follow-up inquiries.• Utilized remote assistance software to diagnose and resolve issues on customers' systems.• Mentored 5+ junior engineers and led training sessions to enhance team skills and capabilities.

• Effectively processed and produced a substantial volume of healthcare claims, consistently exceeding daily productivity targets as a top performer, with performance meticulously monitored and evaluated on a weekly and monthly basis.• Oversaw and reconciled co-pays, co-insurance maximums, and provider settlements.• Ensured adherence to company policies and regulatory requirements, including HIPAA and fraud prevention, while rigorously evaluating medical case records against federal standards and institutional quality assurance criteria.• Accompanied with healthcare providers and insurance companies to obtain necessary information.• Executed comprehensive audits for processed claims to maintain high-quality assurance standards.• Developed the 'All-in-One' Excel tool, which consolidated key tips and essential information for claim processors into a centralized resource, significantly streamlining workflows and reducing processing time for each claim.• Achieved promotion to the next level within one year due to outstanding performance, a meticulous approach, and unwavering commitment to quality.