Nihari Reddy

U.S. Department of Health & Human Services (HHS) – Administration for Strategic Preparedness and Response (ASPR)

• Coordinate IT projects, deliverables, priorities, dependencies, risks, and stakeholder follow-ups.
• Support IT governance activities including ITRB reviews, change control, and system decommissioning.
• Develop and maintain project trackers, GAP trackers, cost ledgers, and IT systems/application inventories.
• Support Change Control Board (CCB) processes, documentation, workflows, and governance activities.
• Perform cost, GAP, risk, and portfolio analysis to support project planning and leadership decisions.
• Prepare project documentation and status reporting while coordinating across business, technical, and leadership teams.
• Manage and coordinate HHS/ASPR IT project activities, including deliverables, schedules, risks, dependencies, change control, cost tracking, and stakeholder reporting across multiple workstreams.

• Gathered and documented business and functional requirements in collaboration with key stakeholders.
• Conducted GAP and process analysis to identify business needs and improvement opportunities.
• Developed BRDs, FRDs, process flows, and requirements documentation to support project delivery.
• Supported UAT, issue tracking, and requirement changes, coordinating with business and technical teams.
• Collaborated throughout the SDLC, supporting stakeholder communication, project reporting, and documentation.

• Supported customers across Alexa, Amazon devices, and digital services.
• Analyzed customer-reported issues and identified appropriate resolution or escalation paths.
• Documented customer concerns, actions, and outcomes while maintaining accurate case records.
• Managed high-volume customer interactions while maintaining service quality and customer experience.
• Developed strong communication, problem-solving, prioritization, documentation, and issue-resolution skills.

• Provided customer-focused support for digital products and services.
• Identified customer needs through structured questioning and active listening.
• Investigated device and service issues and communicated clear resolution steps.
• Maintained accurate documentation and followed established resolution and escalation processes.
• Built strong customer service, communication, problem-solving, and time-management skills.