Thambidurai Sundaramoorthy

Managed comprehensive LMS operations, including user administration, course workflows, troubleshooting, and analytics-driven reporting, supporting effective talent development.

Partnered with diverse stakeholders to gather requirements, aligning initiatives with business goals and delivering actionable insights via Excel and PowerPoint, influencing strategic decisions.

Tracked and analyzed key performance indicators (KPIs), implementing data-driven improvements to optimize learning outcomes and enhance organizational performance.

Contributed to increased course completion rates and improved user engagement through optimized LMS workflows and proactive initiative management.

Designed and delivered business-aligned training programs, adapting content to evolving processes, tools, and stakeholder requirements, measurably impacting performance via KPIs and feedback.

Served as a Subject Matter Expert (SME) and training lead, ensuring compliance, facilitating comprehensive knowledge transfer, and monitoring team performance for continuous improvement.

Optimized LMS operations, including user administration, troubleshooting, and analytics-driven reporting, enhancing efficiency and user experience.

Collaborated effectively with stakeholders and clients to define KPIs, align requirements, and present actionable insights through Excel and PowerPoint.

Conducted in-depth data analysis to evaluate training and business performance, translating complex findings into strategic recommendations for senior stakeholders.

Provided end-to-end technical and product support to global customers (US, Canada, Australia, New Zealand) via calls, chat, and email, resolving critical issues promptly.

Utilized Splunk and Salesforce to ensure timely issue resolution, track trends, and maintain strict Service Level Agreement (SLA) compliance.

Managed escalations and meticulously documented tickets, contributing to continuous process improvements and enhancing knowledge base resources.

Facilitated comprehensive knowledge transfer and provided team support, significantly enhancing service delivery and overall customer satisfaction.

Reduced average resolution time for customer issues by streamlining technical support processes and implementing knowledge management improvements.

Boosted SLA compliance and client satisfaction through proactive monitoring and robust reporting frameworks.

Provided enterprise-level network support to international customers, troubleshooting complex WAN/LAN issues and managing firewalls (Sophos/Cyberoam, Mikrotik, Cisco), ensuring strict SLA compliance.

Configured and monitored critical network components, including DHCP servers, bandwidth managers, and last-mile devices, proactively identifying risks and escalating backbone issues to ensure business continuity.

Analyzed incident and performance data to detect patterns, generated KPI reports using Excel and PowerPoint, and recommended process improvements, enhancing operational efficiency.

Communicated complex technical updates and actionable insights to clients, aligning network operations with specific business requirements.

Boosted SLA compliance and client satisfaction through proactive monitoring, robust reporting frameworks, and effective stakeholder engagement.