Sree Priya Bala

Experience

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  System Evolutif

  Apr 2006 - Sept 2006

  User Acceptance Tester

  Worked as a User Acceptance Tester, on a nationalised project called the E-Fire, developed by government in partnership with the Fire & Rescue Authorities to give easier access to services, help improve community safety and save life. Duties involved cross-browser testing, Manual testing and updated test script.

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  Santander Bank, N.A.

  Jan 2007 - Jan 2008

  Customer Service Representative

  Gained working knowledge and experience of financial services software platform, and achieved weekly sales lead. Received recognition of gift voucher for exceeding quarterly sales lead.

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  PKF

  Dec 2007 - Nov 2008

  Application Support Technician

  • Provided globally 1st and 2nd line support to end-users in Assurance & advisory software(Gemini) and Accounts software (Credence) working with terminal services in a Citrix client environment. • Supported end-users on P11D (tax package) by testing the users tax data for potential errors thereby aiding the electronic submissions to HMRC. • Assisted with managing and resolving Incident tickets via telephone / e-mail or through remotely accessing the user’s system • UAT for newly developed features.• Trained end –users both internally and externally at different regional offices and client sites. Show less

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  Pitney Bowes Software

  Dec 2008 - Feb 2013

  Application Support Analyst

  -Provided 2nd level Technical Application Support to EMEA customers for Document Management Software.-Interacted with internal stakeholders to solve business critical and technical issues by resolving and troubleshooting customer requests using various tools and deliver within strict SLAs-Resolved software defects and reported new feature requests via JIRA to raise product defects with engineering.-Provided 24/7 critical support for production systems.- Knowledge in using Salesforce for case management and knowledge base. -Coached junior staff to develop talent and product familiarity by conducting product workshops.-Assisted cross-region colleagues via conference calls/Live meetings to help with knowledge sharing and speedy resolution of the customer issue. Show less

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  NCS Group

  Jun 2014 - Oct 2017

  -Successfully managed BAU for government ministries using VPN service. -Improved customer experience score based on feedback from Annual satisfaction survey. -Planned and managed Tech refresh activities for VPN tokens for end-users. -Conducted weekly huddle with team to improve functional procedures to speed up SR closure. -Reduced staff retention by 1-to-1 coaching to develop talent and drive succession planning. -Accountable for handling high priority Incidents by collaborating with cross-functional teams. -Achieved 100% revenue generation in 2016 Annual Finance Audit Show less

  • Team Lead , Customer Service

    Apr 2016 - Oct 2017

  • Executive, Customer Service

    Jun 2014 - Apr 2016
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  HCL Infosystems Ltd.

  Jun 2018 - Sept 2018

  Project Corodinator/Manager

  -Delivered asset/inventory management project for Singapore Transportation across 140 sites -Managed daily scheduling, resource allocation and monitored project updates. -Verified 15,000 IT assets against 7500 employees and report generation. -Effectively improved Engineer onsite visit processes to meet daily SLA -Led weekly meetings with Engineers to feedback on roadblocks and challenges on the field.-Led Meetings, prepared presentation decks and meeting minutes

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  Jisc

  Feb 2019 - now

  Jisc is a non-profit membership organistaion that provides digital solutions to UK education and research.-Successfully delivered projects by meeting target objectives within stated time frame and budget. -Organised and delivered Events and meetings not limited to knowledge calls/divisional.-Supported procurement and purchasing process that included issuing grant and contract letters. -Successfully curated business process content for the team aligned to business needs. -Created and maintained the risk register and operational targets using risk management software. -Supported process improvements and worked towards implementing those changes. -Handled licensing and user management with MIRO representatives and Account Managers. Show less

  • Senior Cloud Project Manager

    Apr 2023 - now

  • Cloud Solution Project Manager

    May 2021 - Apr 2023

  • Project Support Officer

    Feb 2019 - May 2021