Kishor Vaidya
Librarian and Global Service Desk Professional
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About
Dedicated Librarian and GSD Analyst with over 8 years of total experience at Cognizant, evolving from Library Operations to Learning Management Support, Event Coordination, and Incident Resolution. Proven track record of managing large-scale assessment drives and high-volume associate inquiries. Expert in navigating complex organizational workflows to deliver seamless service delivery.
Seeking a challenging Full-Time opportunity to leverage deep operational expertise and drive process excellence.
Experience
Global Service Desk (GSD) Analyst at Cognizant Technology Solutions (2022-01 – 2026-03)
Global Service Desk Analyst managing learning operations, event coordination, assessment proctoring, and incident resolution
- Successfully organized and executed logistics for high-impact Technical & Leadership sessions including Oracle OCI events, Agile Fundamentals, and PMP Townhalls, facilitating seamless knowledge transfer for the location workforce
- Managed Proctoring and Invigilation for thousands of associates since inception, ensuring strict adherence to compliance protocols and testing integrity during mass assessment drives
- Orchestrated the end-to-end support lifecycle for Annual Organizational Learning Goals, ensuring optimal training compliance across the associate base
- Delivered high-touch Incident Management for learning-related queries, consistently maintaining an SLA resolution rate of 95%+ by effectively diagnosing user issues
- Served as the primary point of contact for diagnosing LMS access barriers and coordinating with Tier-2 technical teams for rapid resolution
- Generated and analyzed weekly learning completion reports to provide management with actionable data on associate progress
Location Librarian at Cognizant Technology Solutions (2017-09 – 2022-01)
Location Librarian managing complete lifecycle of library assets and operations
- Managed the complete lifecycle of library assets including Acquisition, Circulation, and Inventory Control for the Pune location
- Implemented and maintained bar-coding systems for accurate asset tracking and data integrity of physical resources
- Conducted complex web and database searches to provide timely information services to associates, supporting their project requirements
- Handled library correspondence, vendor communications, and maintained comprehensive databases of books and periodicals
Library Project Assistant I at CSIR-URDIP (2014-12 – 2017-03)
Library Project Assistant providing research support and managing library operations
- Supported pre-research and pre-development phases by providing intellectual property and techno-commercial information services
- Performed daily searching, updates, and error correction for various Online Databases within the Information Service Unit
- Managed library operations using KOHA software and MS Office, including book maintenance, periodicals, and media stack management
- Assisted in retrieving critical information for research projects and tracked Science & Technology news/seminars
Education
Master of Library and Information Science in Library and Information Science – University of Pune (2014-01)
Bachelor of Science in Physics – University of Pune (2012-01)
