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• Apr 2023 - Present

Senior Consultant – Software Asset Management and Project Management

• Apr 2022 - Apr 2023

• Project Management: • Seamless execution of end-to-end project transition • Resource hiring and allocation for optimum throughput • Supervising and ensuring deliveries are managed as per SOPs • Quality management • Client servicing to address customer queries and their resolution • Mentoring, training and upskilling new recruits and other team members • Reporting information during internal quality audits • Continual improvement of all the above • Analyze software license and maintenance contracts and implement new licenses deployment • Good knowledge of Flexera and software license management tools • Establish, monitor, and improve key performance indicators and metrics to ensure adherence to processes and maintain data quality. • License management on FNMS • ARL, PURL Manual updation in FNMS for on-premises Flexera tools. • Ensure alignment with other operations and processes to enable visibility into service and security risk. • Coordinate with client for information like purchase orders details, asset, inventory & analyze as per SAM standard & give them a complete solution & licensing information and contract terms and conditions. • Creating monthly reports for different clients to show case ELP (Effective license position) & uploading to the respective share points. • Created a reference internal Database for NAM customer on different types of licenses, usage, cost to purchase, license type etc. Show less

Sr. Account Manager – Client Servicing

• Aug 2015 - Sep 2016

Profile: Managed account relationship for clients like Maroosh, Holidaysmadespecial, Zyeta, Acquist, etc. to develop and maintain their websites and mobile applications. Co-ordinating between internal team members (coders, copy writers, designers, developers, etc.), clients, and third-party production houses for shoots. In addition to above, have done project management and coordination for German clients, as well as German content writing for projects like HAU Journal - http://haujournal.org. Have written content in English and German wherever needed and lead the copy team on a few projects. Show less

Executive - German Service Desk Support

• Nov 2012 - Jul 2015

Profile: Worked in the capacity of Support TL, substituting the current TL when needed, on a project of Deutsche Bank, Germany, to fulfil their IT configuration requirements. My prime role was management & resolution of incidents (trouble tickets) created for L1. The tickets generated are for issues related to different domains, user IDs, technical configurations, etc. R&R L1 Resolution of Trouble Tickets • Resetting of passwords for various domain logins. • Granting access to various drives on laptops/ desktops; manual mapping of drives when direct user access fails. • Coordinating between various concerned technical groups to rectify problems or to perform root cause analysis. • Assigning various applications e.g., Outlook, Lync, Office Communicator, etc. to help users install the same. • Routing the tickets to concerned higher level work groups to solve issues which are beyond L1. • Assigning/ revoking different groups or units to/ from the user profiles. • Checking current versions of applications and recommending upgrades. • Performing root cause analysis of issues and determining if those can be resolved by local IT or higher-level work groups. • Educating users about steps to be taken to secure data. Show less

Content Developer - German & English

• Dec 2009 - Oct 2012

Profile: Consulted an e-Learning content development organization as a subject matter expert for creating interactive content for the science subject of secondary school curriculum. Alongside, also assisted a few companies by offering my services to translate business documents such as certificates, personal and business letters. Profile: Consulted an e-Learning content development organization as a subject matter expert for creating interactive content for the science subject of secondary school curriculum. Alongside, also assisted a few companies by offering my services to translate business documents such as certificates, personal and business letters.

Sr. Customer Service Executive

• Mar 2008 - Nov 2009

Profile: Undertook the responsibility of an OJT Mentor and probationary Floor Marshall with key KPIs as mentioned below. Projects worked for - TransUnion and Apriya Health Care. R&R • Mentoring OJT batches by providing feedback and knowledge checks. • Delivering the operations presentation to each OJT batch. • Responsible for outlier management. • Preparing and updating teams with job-aids. Achievements: Regular appreciation and encouragement for my concerted efforts toward all aspects of the role by the client as well as the process head. Show less

Customer Service Executive

• Mar 2007 - Feb 2008

Profile: Performed duties towards customer service and query resolution as mentioned below.R&R • Supporting the TransUnion consumer who had queries on credit ratings, fraud prevention, etc. • Meeting CPMs like AHT, CSAT, etc. • Outlier Management • Preparing & updating teams with required job aids. • Assisting Team Leaders on improving team performances. Achievements: Recipient of certificates of appreciation for consistently good performance.

Customer Care Officer - Optus Mobile Australia

• Dec 2006 - Feb 2007

Profile: Satisfactorily handled queries and provided resolutions on mobile activation to customers of Optus Mobile - a leading Australian mobile service provider. Profile: Satisfactorily handled queries and provided resolutions on mobile activation to customers of Optus Mobile - a leading Australian mobile service provider.