Senior Product Analyst

• Dec 2021 - Present

Senior Integration Consultant

• Mar 2019 - Dec 2021

• Manage escalations both reported by the clients and internal resources.• Provides training to the new joiners• Coordinates with the US counterparts to ensure completion of deliverables and advanced creative and technical success.• Acts as a primary point of contact with the implementation and support of the newly deployed connector tool.

Integration Consultant I

• Aug 2017 - Mar 2019

•Responsible for managing several support cases simultaneously. Cases will require hands on troubleshooting and logic to complete and close. •Maintains a positive relationship with clients, find and correct issues to their integration•Manages communications of the client (internal and external) with regard to deliverables, timeframes, etc. by understanding their prioritization.

User Support Desk

• Nov 2015 - Aug 2017

•Provides first level support for SAP Concur solutions, which includes assistance with service features and Customer’s specific policies and procedures, along with navigational support. •Documents, routes, tracks, escalates and updates customers on status of issues as required.

Cloud Security Engineer (Premium)

• Mar 2014 - Oct 2015

•Takes first line support via phone, chat and email channels. Ensures all cases are properly logged in CRM tool.•Provides Technical and Customer Support to the clients with their computer and security concerns, account management, product inquiries.• Assisting Premium Customers with their Technical concerns thru Remote Connection to ensure that their computers are free from any malware and the security programs has been installed and configure properly.•One of the shift lead, managing the team and ensure that the management of operations and SLA are met.•Quality Assurance tasks, auditing and analysing the cases of other engineers and providing actions items and some recommendations.•Knowledge base active contributors.•Submits daily open case reports to the team to help managing all the cases regularly. Helps in closing and endorsing the case, if needed.

System Support Specialist

• Jul 2012 - Jan 2013

•Assisting dealers and clients with their queries regarding Web Ordering System and other system related concerns via email or phone.•Provides training to the clients about the functionality and features of the system.•Over-all in charge in maintaining the accounting and logistics system. Isolating all the error encountered by employees and clients.•Workstations and server maintenance. Daily, weekly and monthly back-up server.•Troubleshooting connections. Installation of software, application and programs necessary in each operation.•Compiling and documenting all the reported errors and send to Japan programmers and developers for proper isolation.