Susmi Elsa Sam Varghese

Experience

• 

  Accenture

  Oct 2017 - Mar 2021

  Application Development Analyst

  - Streamlined categorization of 1000 tickets via automation with Python, reducing handling time by 85%- Acted as SPOC to troubleshoot issues related to infrastructure alerts for one year, exceeding client expectations & achieving 100% Satisfaction- Optimized Java code to meet customer requirements within tight deadlines, delivering projects on or ahead of schedule with a 100% success rate- Redesigned client website interface with jQuery and JavaScript, increasing user engagement by 40% and decreasing loading time by 60%Achievement - Received Project Excellence Award 2018 for successful implementation of new web design, which increased customer satisfaction ratings by 75% Show less

• 

  Regal Security Inc.

  Jan 2022 - Apr 2023

  - Secured premises and personnel by patrolling property; monitored surveillance equipment; inspected buildings, equipment, and access points- Completed reports by recording observations, information, occurrences, surveillance activities and interviewing witnesses

  • Security Supervisor

    Jan 2023 - Apr 2023

  • Senior conceirge

    Jan 2022 - Dec 2022
• 

  CIBC

  Sept 2022 - Dec 2022

  Business System Analyst

  - Constructed Power BI dashboard utilizing ServiceNow data, aiding the FCERT team to surpass KPIs by 10% - Analyzed over 20K records of raw data through profiling and cleansing, resulting in 95% accurate insights- Delivered weekly incident analysis reports to top management via the executive dashboard- Facilitated requirement-gathering sessions with key stakeholders leading to the successful implementation of best practices for system optimization with a 90% accuracy rate.

• 

  Roche

  May 2023 - now

  - Executed initial troubleshooting and implemented ITIL processes, including incident and fulfillment management, problem management, and escalation management. Collaborated with relevant parties, such as application support, for effective coordination and engaged in solution brainstorming with stakeholders when required.- Ensured proper alignment and achievement of SLAs and OLAs with support teams and stakeholders. Upheld compliance with defined processes and standards to maintain high-quality service delivery.- Facilitated communication with service leaders, including Delivery Managers, Delivery Service Managers, regarding service status, escalations, and general information.- Took responsibility for continuously adapting processes to meet program needs and maintained the quality of presented reports. Provided a monthly SLA report, offering insights into incident trends as defined by the Delivery Manager Show less

  • Business Analyst

    May 2024 - now

  • IT service coordinator

    May 2023 - now