Parul Patel Email and Phone Number

Played a key leadership role with responsibility for strategic planning, tactical execution, and day-to-day management of multiple enterprise IT infrastructure, digital transformation, and identity and access management (IAM) projects. Defined and established comprehensive project plans (including technical vision, product roadmaps, metrics, milestones, budgets, workflows, communications, and reporting) for complex infrastructure and IAM projects.Worked with business leads and engineering teams to identify user needs, translate them into actionable business requirements, and drive the design of scalable business processes, IT infrastructure, and IAM solutions in line with identified requirements.Own the planning and execution of multiple local/global IAM projects as the internal SME for the Privileged Access Governance program while providing comprehensive briefings and reporting to project stakeholders on all IAM initiatives. Led the development and implementation of a comprehensive, role-based IAM solution into GroupM’s BeyondTrust software platform to successfully resolve security and access challenges in a highly complex development and production environment.Designed, implemented, and optimized IAM policies, processes, and controls, including updating existing access management and provisioning workflows and implementing security process-related activities such as User ID management.Acquired a detailed understanding of the role-based security framework and worked with project teams to implement defined business roles, schema designs, and operational plans that enforced identity management workflows within the IAM solution.Provided effective change management leadership to overcome stakeholder resistance and successfully onboard 460 role groups into the new IAM solution in just 4 weeks while delivering day-to-day support to users already onboarded on the system.

Served in a multi-faceted technical, operational, and people management role with responsibility for leading 14 technicians to provide best-in-class engineering/technical support to the entire enterprise and effectively manage a high-volume support requirement.Devised and implemented clearly defined support policies, procedures, and best practices to minimize response time on client tickets and enable the team to maintain positive, productive relationships with internal and external stakeholders.Established strong cross-functional relationships with engineering, product, database administration, and quality assurance teams to facilitate effective resolution of application issues across the data and analytics platform.Trained and coached seasonal and full-time team members on support engineering, customer service, and escalations management best practices to drive continuous improvement in service delivery and consistently exceed departmental goals.Developed and implemented processes, tools, and systems to streamline support services delivery, in addition to documenting all training materials/resources to establish a common repository of knowledge and foster a continuous improvement culture.Led root cause analysis and escalations management efforts on complex, stressful technical situations/defect tickets to ensure prompt issue resolution, minimal downtime, and high levels of customer satisfaction.

★ Provided technical expertise for installations, configuration, troubleshooting, and administration of a legal case management software and its Microsoft SQL database, including resolving functional and technical issues relating to the database and other Microsoft products.

★ Spearheaded day-to-day management and maintenance, configuration, troubleshooting, and upgrades of proprietary software and Access databases, with responsibility for driving on-time, on-budget implementation of multiple concurrent projects.★ Engaged with internal development and product teams as well as external vendors to review all applications, identify requirements for product upgrades and patches, conduct solutions testing, and drive seamless software/hardware rollouts and new code releases.★ Analyzed and resolved configuration challenges and software conflicts to ensure the compatibility of new software releases with legacy systems while continuously troubleshooting and resolving application issues escalated from end users. ★ Prepared and maintained proprietary and environment-specific workarounds/resolutions as well as related technical documentation and training in Atlassian Confluence to support customers in resolving application issues.

★ Directed the deployment, management, configuration, and upgrade of both new and existing applications, involving extensive collaboration with business analysts and implementation teams to manage simultaneous project life cycles, change requests, and bug resolution.★ Oversaw all strategic planning, requirements gathering, budgeting and resource management, end-user training, change management, solutions testing and delivery, and troubleshooting for software/hardware integration and configuration projects. ★ Identified end-user requirements and evaluated user proficiency to deliver tailored training programs that effectively educated end users and reduced escalation/support call volumes. ★ Liaised with internal teams, vendors, and other business partners to deliver prompt, high-quality technical support and issue resolution for all applications and systems, including change requests to enhance or maintain the functionality of applications.

★ Drove first-level triage and troubleshooting efforts for applications and managed all security policies and access rights across the network as a technical liaison resource and primary point of contact for users, staff, and clients.