Experience

Upside Learning Solutions

• India
• E-Learning Providers
• 100 - 200 Employee

• Associate Sr Support Manager

  • Jun 2017 - Present

• Support Manager

  • Jun 2017 - Present

  1.Act as a point of contact in escalation matrix for all queries and incident. 2.Resource management ,people management. 3.Maintain the client relationship.4.Work on change request management. 5.Measure the performance and service level agreement. 6.License renewal.7.Own the End to end effectiveness of IT incident, Application LMS problems, IT change and IT service request workflows as per the latest ITIL standards.8.Leading the team for upgrading the version to SAAS/ server migration.9.Work on Change request / Incident / Problem and service management.10.Work closely with client and owned overall relationship with assigned clients that includes increasing adoption, ensured retention,developing upsell, opportunities and satisfaction11.Measure performance of service and business level agreements as per set expectation and provide data and reporting of KPIS and trends to IT departments as needed..12.Develop and mature phone/ Ticket escalation processes to ensure free flowing



Saba Software

• Product Support Engineer

  • Feb 2014 - Apr 2015

  Handling Customer queries for Support for SABA product. Providing training to customer for Saba Lms. handling calls and tickets for Product related queries. Working with Technical team for deployment and enhancement request. Handling Customer queries for Support for SABA product. Providing training to customer for Saba Lms. handling calls and tickets for Product related queries. Working with Technical team for deployment and enhancement request.



Maersk / Hewlett Packard Global soft Ltd.

• Technical Associate

  • Jun 2011 - Feb 2014

  handling Desktop related queries for internal and external customer. handling Desktop related queries for internal and external customer.