Prerna Pandey
Aurora
Summary
Dynamic Sr. Tech Platform Manager at McDonald's Corporation with expertise in release management and strategic planning. Proven track record in reducing high-severity incidents and enhancing application support through effective change management. Adept at fostering collaboration across teams, driving informed decision-making, and mentoring peers to elevate operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr. Tech Platform Manager
McDonalds Corporation
08.2020 - Current
- Acted as deployment lead for US technology, managing roadmap and updating stakeholders on timelines and release scope.
- Identified improvements to existing models, proactively reducing high-severity incidents and minimizing application downtime.
- Enhanced collaboration between product deployment and support teams to align goals and improve customer experience.
- Collaborated with global product engineering managers to ensure successful testing and deployment of new backend functionality.
- Resolved support issues from field, home office, and operators, improving escalation processes.
- Mentored team members on troubleshooting production issues through best practices and knowledge sharing.
- Developed dynamic dashboards and reports from multiple data sources to enhance decision-making.
- Extracted, analyzed, and manipulated data from production databases to generate ad hoc reports.
Manager Applications
McDonalds Corporation
Oakbrook
07.2015 - 03.2020
- Conceptualizing and documenting detailed requirements for future developments
- Collaborated with business leaders and end users to define requirements and document use cases
- Analyzing user requirements, procedures, and problems to improve systems
- Support technical leads and developers by providing functional clarification and setting expectation with team and client
- Identify, communicate and manage risks involved with the project
- Develop test plans of new features for business application
- Triage defects during test cycles and suggest possible solutions including script changes, core code changes, configuration changes, etc.
- Facilitated customer meetings, bridging gaps between technical and business teams to plan and align initiatives
- Preparing project and process oriented documentation and mentoring new resources
- Project – McDonald’s Restaurant Systems - NewPOS Application Suite Support
Technical Support Lead
McDonalds Corporation
Oakbrook
07.2013 - 06.2015
- Business lead providing expertise in data migration planning and executing end-to-end data migration activities for the rollouts
- Conduct data analysis and testing to ensure the integrity of data during conversion, migration & loading process
- Data cleansing and correction consultation and planning with the database teams to ensure data integrity
- Managed incidents, tasks, changes, and problems to enhance operational efficiency
- Notify impacted business about unplanned outages and keep them informed until outage issues are resolved
- Follow-up with Build team, Infrastructure team, and other L4 Support groups for Priority 1 incidents for RCA creation
- Review the Root Cause Analysis document and manage in document repository
- Coordinated offshore support activities post-application launch to ensure smooth operation
- Monitored application performance and resolved identified issues to maintain system reliability
- Functional/business consultation, gap and data analysis for the new application based on the existing system
- Project – Restaurant File Maintenance-2 Application Migration and Level 3 Support
Support Analyst
McDonalds Corporation
Oakbrook
05.2012 - 06.2013
- Analyzed and resolved application-related tickets escalated in ServiceNow, ensuring timely support for end users
- Create/Review ServiceCafe requests and investigate/resolve support incidents
- Conducted impact analysis for application changes prior to production deployment, mitigating potential disruptions
- New Release/Hotfix deployment in coordination with different stakeholders.
- Create/Route tasks as per business requirements
- Participate in customer meetings and provide inputs/status updates
- Generated metrics data for monthly and weekly reports, providing insights to the customer on support performance
Education
Bachelor of Engineering Science - Information Technology
Uttarakhand Technical University
Skills
- Release management
- Infrastructure monitoring
- Requirements analysis
- Business analysis
- Strategic planning
- Change management
- Technical documentation
- Incident management
- Application support
Certification
- ITIL Foundation
- Google Cloud Foundation
- Google AI Leader
Accomplishments
- President’s Award – McDonald’s Corporation – 2026
- Performer of the Quarter – Concise documentation and business analysis for NewPOS Suite requirements
- PAT ON BACK award for excellent performance on McDonald's Restaurant File Maintenance 2 Application Migration
- Team Award – Team of the Quarter Award – Q1 2016
Additional Information
Advanced Excel, Access, and PowerPoint skills, Ability to manage large team size and expert in onsite-offshore model, Proven experience in collaborating with senior management to conduct project strategic planning in support of corporate goals, Ability to work independently and as part of a cross-functional team to ensure business needs are addressed., Ability to multi-task and prioritize in a fast-paced and continuously changing environment., Broad knowledge of support processes including level 3 and level 4 for business applications
Pl
- HTML
- XML
- C
- C++
- C#
- ASP
Dbms
- SQL
- Oracle
- MS-Access
Os
- Windows
- UNIX
- Linux
Timeline
Sr. Tech Platform Manager
McDonalds Corporation
08.2020 - Current
Manager Applications
McDonalds Corporation
07.2015 - 03.2020
Technical Support Lead
McDonalds Corporation
07.2013 - 06.2015
Support Analyst
McDonalds Corporation
05.2012 - 06.2013
Bachelor of Engineering Science - Information Technology
Uttarakhand Technical University