Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vidya Kumar

ASHBURN,VA

Summary

Dynamic professional with extensive experience in Technical Project Management and KPI Tracking. Proven ability to lead teams in resolving critical system issues and implementing system improvements, achieving significant operational efficiencies.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Lead Support Staff Member

uplynk
Ashburn, VA
01.2022 - 04.2026
  • Led team of 5 support analysts in triaging issues while monitoring system health within SLAs.
  • Identified and implemented system improvements that reduced manual operational intervention by 50%.
  • Spearheaded 100+ escalation calls and working sessions that led to resolution of critical system issues.
  • Adhered to release, change, and incident management processes while implementing necessary improvements.
  • Managed multiple projects by tracking requirements, deadlines, and schedules effectively.
  • Assessed system capacity to optimize cost and performance through planned augmentations.
  • Developed key performance indicators (KPIs) like lead time, cycle time, and response time; implemented tracking and reporting processes using Agile methodologies for improved visibility.
  • Collaborated with business development to establish and monitor technical feature roadmap aligned with business objectives.

Lead Technical Support Analyst

Yahoo! Inc.
Ashburn, VA
05.2015 - 12.2021
  • Provided Tier 2 application support for a VIdeoflow Content Management system, including incident and problem management
  • Triage support incidents, guiding team through root cause analysis and resolution
  • Manage Staging and Production databases, from testing stages through implementation and support
  • Led defect prioritization meetings to address critical defects and collaborated with technology and product teams for timely fixes
  • Develop test cases for new features and improvements in staging environment, certifying for production release
  • Develop scripts for operational needs, automate manual tasks
  • Design and create ad-hoc reports per business needs
  • Facilitated communication between business and IT teams to ensure clarity on project requirements. to translate and clarify requirements effectively
  • Coordinate with vendor systems, network team and various cross-functional team to troubleshoot, resolve issues

Senior Associate

Cognizant Technologies Solutions
ASHBURN, VA
07.2011 - 05.2015
  • Monitored system performance and health of application servers and third-party systems, ensuring operational reliability
  • Created and updated triggers, stored procedures, functions, and packages to meet operational requirements and enhance system functionality.
  • Developed new scripts/tools and utilized existing scripts/tools for data correction and validation of data integrity
  • Supported Videoflow application for Verizon by providing day-to-day assistance to operations team, facilitating smooth operational processes

Associate

Cognizant Technologies Solutions
Chennai, India
08.2005 - 04.2011
  • Gathered and analyzed requirements, designed, coded, tested, and implemented change requests to meet business needs
  • Developed database objects including stored procedures, functions, packages, and views to support application functionality
  • Perform impact analysis on the business requirements , technical assessments of the change requests, capacity planning
  • Developed project plans and forecasted resources to ensure timely delivery of schedules

Education

Bachelor of Science -

Anna University
Chennai

Skills

User support

Technical & Program Management: Technical Project Management, Project Governance, Risk & Change Management, Stakeholder Management

Agile Delivery: Agile & SAFe (PI Planning, Scrum, Kanban, Continuous Improvement)

  • Reporting & Metrics: Executive Reporting, Data-Driven Delivery Metrics, KPI Tracking

Tools & Platforms: Jira, ServiceNow, Confluence, Smartsheet, Microsoft 365, Google Workspace

Cloud & Infrastructure: AWS

Databases & OS: MongoDB, MySQL, Oracle, Linux

Certification

  • Project Management Professional (PMP)
    Advanced SAFe Scrum Master
    SAFe Scrum Master
    Certified Scrum Master (CSM)

Timeline

Lead Support Staff Member

uplynk
01.2022 - 04.2026

Lead Technical Support Analyst

Yahoo! Inc.
05.2015 - 12.2021

Senior Associate

Cognizant Technologies Solutions
07.2011 - 05.2015

Associate

Cognizant Technologies Solutions
08.2005 - 04.2011

Bachelor of Science -

Anna University
Vidya Kumar