PRITY DRABU
Johns Creek
Summary
Execution-focused Program Manager with 15+ years of experience delivering IT operations, service delivery, quality control, and vendor-led programs. Proven track record managing cross-functional teams, SLAs, risks, dependencies, and customer-facing initiatives. PMP-certified, hands-on PM with strong tooling experience (Salesforce, JIRA, SAP, SharePoint) and a delivery-first mindset aligned to fast-paced enterprise environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Peak Technologies
04.2024 - Current
- Manage end-to-end support workflows for Zebra device programs, ensuring SLA adherence and customer satisfaction.
- Own case lifecycle management in Salesforce; coordinate with vendors and technical teams to resolve escalations.
- Oversee RMA and warranty programs, tracking dependencies and driving timely resolution.
- Identify recurring issues and lead process improvements to reduce resolution time.
Quality Control Advisor (Contract)
Peak Technologies
09.2022 - 03.2024
- Led quality control activities for device staging and deployment programs.
- Planned and executed inspection and testing phases aligned to program milestones.
- Tracked defects, risks, and progress using JIRA and SAP; supported final quality sign-off.
Quality Control Technician (Contract)
Stratix Corporation
12.2019 - 10.2020
- Supported IT operations and deployment programs through QA, staging, and SLA monitoring.
- Analyzed productivity and quality metrics to improve delivery timelines.
- Maintained documentation for audit, compliance, and operational reporting.
Project Management Officer
Accenture India
08.2014 - 02.2016
- Supported enterprise programs by consolidating schedules, risks, issues, and dependencies.
- Produced executive status reports and facilitated governance cadence.
- Maintained program documentation in SharePoint and supported mitigation planning.
Service Delivery Manager
Hitachi Systems India Pvt Ltd
09.2012 - 12.2013
- Managed service delivery programs focused on customer satisfaction, efficiency, and cost optimization.
- Led service improvement initiatives and team onboarding efforts.
Team Leader – Service Delivery / Project Coordinator
Sysnet Global Technologies & Intarvo Technologies
06.2010 - 06.2010
- Led operational and project execution activities, coordinating teams, vendors, and customers.
- Supported planning, execution, and delivery of customer-facing initiatives.
Education
Bachelor of Science (B.S.) -
Jammu University
Skills
- Program & Project Management
- IT Operations
- Service Delivery
- Vendor Management
- Stakeholder Communication
- Risk & Issue Management
- SLA Management
- Quality Assurance
- Process Improvement
- Executive & Status Reporting
- Salesforce
- JIRA
- SAP
- SharePoint
- MS Excel
- Reporting Dashboards
Certification
- Project Management Professional (PMP) – PMI
- ITIL Foundation V3
AWARDS
Best Performer – Accenture (2015), Global MVP – Intarvo (2009)
Languages
English
Full Professional
Timeline
Customer Support Specialist
Peak Technologies
04.2024 - Current
Quality Control Advisor (Contract)
Peak Technologies
09.2022 - 03.2024
Quality Control Technician (Contract)
Stratix Corporation
12.2019 - 10.2020
Project Management Officer
Accenture India
08.2014 - 02.2016
Service Delivery Manager
Hitachi Systems India Pvt Ltd
09.2012 - 12.2013
Team Leader – Service Delivery / Project Coordinator
Sysnet Global Technologies & Intarvo Technologies
06.2010 - 06.2010
Bachelor of Science (B.S.) -
Jammu University