Dharshani Lakshmanan Balu

• Played a vital role in the successful implementation of new user management in SAP system, reactivation/deactivation.
• Utilized data analysis techniques in support of CAS applications using HTML and CSS.

• Addressed technical issues and guided end users through resolution as part of L1/L2 Support for CAS applications.

• Supported the customer by end to end ,provided training if needed. Prepared user documentation, and providing post-user creation support to ensure a smooth transition and user adoption
• Identified opportunities for process optimization, automation, and digitization to enhance operational efficiency, customer experience, and cost-effectiveness within the company.
• Ensured timely delivery of client reports and other correspondence through electronic, telephone, and written
• Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
• Partnered with the Development team on product development, application support plans, and prototype programs. Worked with development team to assess issues and test for solutions.
• Conducted user regression testing and other simple tests on products and components. Completed testing on code releases to ensure quality.
• Perform root cause analysis in detail for high severity Incidents – and take action on fixing the underlying cause of the high severity issues. Took necessary preventive actions.
• Configuring application/artifacts and supporting the new customer onboarding to the platform. Prepared KEDB document in Confluence which helps the team to resolve incidents quickly.
• Assisted in the development of user-friendly technical documentation, simplifying troubleshooting processes for customers.
• Received consistent recognition for outstanding performance, demonstrating a strong commitment to customer satisfaction and technical excellence.

• Collaborate with Product Owner to refine and prioritize the product backlog, ensuring alignment with business objectives
• Evaluate and analyze existing business processes within the team, identify areas for improvement, and recommend process enhancements or automation to streamline operations, enhance efficiency and release alignment.
• Analyzed current processes, identified gaps for improvement, and proposed an advanced risk management solution expected to cut operational risk by 50% and boost compliance metrics by 30% upon implementation
• Engage and collaborate with various stakeholders, including business users, IT teams, project managers, and senior management, to ensure alignment, gather feedback and maintain effective communication throughout the project lifecycle
• Gather test plans, test cases and ensure all testing activities are done and validated. check system functionality, data integrity and compliance with business requirements
• Produce a thorough documentation package consisting of business requirements, functional specifications, process flows and user manuals.
• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.