VISHNU SASIDHARAN LEKHA (PMP, PSM)

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Strengthened client relationships, conducting regular meetings to review I&S portfolio performance and address concerns.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.
• Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.

• Project goal was to migrate all VDI user accounts (~ 70000 accounts) in Cathay Pacific from Horizon to Azure Virtual Desktop
• Data Analysis of the information available across departments and pools to evaluate the tasks and their complexity
• Identified plans and resources required to meet project goals and objectives - leading a cross functional team of 15 people spread across Hong Kong and India
• Developed project plans based on iterations and VDI pool strength with specific timelines and milestones
• Continuously reviewed the project plan and deadlines by coordinating with the client to highlight the progress, milestone completion and risk mitigation steps on a weekly basis
• On-time completion achieved as planned

• Project scope was to enhance security measures for all Azure Directory accounts - Personal Accounts (~12000 accounts) and Group Accounts (~3500 accounts)
• Account requirement data gathering via questionnaires and workshops
• Identified plans and resources required to meet project goals and objectives - leading a cross functional team of 6 people spread across Hong Kong and India
• Developed project plans, forward load planning (considering the high number of accounts) based on timelines and milestones
• Continuously reviewing the project plan and deadlines by coordinating with the client to highlight the progress, milestone completion and risk mitigation steps on a weekly basis
• Successfully completed the project within the timelines as planned without slippage - Completed as on October 2022

• Project Goal was to create a new mobile application for members who were part of Asia Miles and Cathay Loyalty to be under a single loyalty programme
• Lead the team of 10 resources as a Scrum Master with team members across Hong Kong, China and Philippines
• Gathered and owned the requirements from the product owner from Cathay Pacific to break them down to user stories as a Lead Business Analyst
• Led sprint reviews - bi weekly, daily scrums and planning meetings to realize full team engagement.
• Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies especially for the new-comers in the team during the phase of the project
• Managed product backlog and supported Scrum framework for sprint releases considering the velocity of the previous sprint cycles
• Successfully completed the project within the desired timelines and the application was published which is currently used worldwide

• Met performance metrics for customer support inquiries via specialized ticket tracking platforms, producing exceptional customer feedback and providing 95% positive feedback ~ 500 queries / month
• Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
• Monitored helpdesk and responded to incoming tickets to address support needs

• Responsibilities as a point of contact for analysis and ownership to identify and follow up issues faced by various airlines (China Airlines, SriLankan Airlines, Eva Air, El Al Airlines) until solution and closure on a weekly call basis
• Provide presentation and live demos to customers on the services offered by Amadeus Test Coordination team as below:

E-Care - Escalation
T- Care - Test Campaign
C-Care - Configuration monitoring
R-Care - Restore checkout

• Played a major role in carrying out surveys related to product satisfaction with an objective to improve quality of deliverables to customers
• Create specs, documentations, presentations and training materials for internal as well as external stake holders

• Analyzing user requirements to help project team in generating system requirements and to identify core and augmented features for the proposed products
• Onsite engagement for Shell Turkey (SUT) to do a process mapping and gap analysis. Journey Management module implementation completed successfully.
• Performing analysis of customer specific requirements and providing product solutions for platform deck planning (UIE), Interface & Upload enhancements at Petroleum Development Oman (PDO) with the help of prototype designed for Waste Movement Management (SIEP)
• Creating business scenarios for customer specific requirements (PTTEP and BSP)
  Responsible for documentation for website specification – Phase I for iLogistics on Cloud (SaaS) along with Master Data interfacing (PTTEP) and analysis for 6.2 Chevron Merge
• Understanding processes from a user perspective and converting to User Guides through requirement elicitations
• Identifying Fits & Gaps for subsequent processes, designing them and getting endorsed with various stakeholders