Poonam Karnawat

Reduced deployment-related failures by 30% through the governance of change initiatives and
leadership of Change Advisory Boards.
Directed incident command for high-priority events, restoring critical services 20% faster while providing
real-time executive-level briefings.
Architected continuous improvement strategies using incident data, successfully eliminating $200K in
recurring technical debt.
Engineered custom automation tools in Looker Studio for real-time auditing, improving project lifecycle
transparency by 40%.
Neutralized systemic vulnerabilities through 'What-If' scenario planning, ensuring 100% alignment
between technical roadmaps and business continuity goals

Facilitated Agile ceremonies, boosting team velocity and ensuring 100% on-time project delivery
Syndicated pre-sales requirements into technical specifications, increasing stakeholder alignment by
25%
Developed the Sheet Parser utility, leveraging AI to automate manual workflows, reducing data
processing time by 35%
Managed network availability across 150+ countries, maintaining 99.9% service uptime

Streamlined L2 incident response, implementing a prioritization model that cleared a 15% ticket backlog in 90 days
Conducted monthly technical reviews, resulting in a 22% reduction in recurring system instabilities
Filtered engineering escalations through deep-dive investigations, ensuring high-fidelity data reached Tier 3
Secured a 95%+ CSAT score by verifying all technical resolutions with end-users

Optimized operational efficiency by 15% through rigorous maintenance of global quality standards
Minimized hardware downtime by 20% for NCR self-checkout systems through proactive troubleshooting
Identified upselling opportunities that drove a 10% increase in service revenue

Maintained a 90% First-Call Resolution (FCR) rate for customers by troubleshooting complex issues
Resolved an average of 50+ technical queries daily, earning Top Performer status