Business Support Engineer

• May 2023 - Present

Pricing Sr. Advisor

• Jan 2019 - Jun 2021

EMEA GOAL (pricing tool) SME:• Cooperate with global project managers, GOAL business owner, GOAL business requirements manager, IT Development and EMEA business teams to drive innovations in pricing tools.• Establish and maintain system & management processes, observe customer usage and behavior, identify potential risks and opportunities, provide business analysis with recommendations, gather new business requirements and lead change management efforts for country wide implementations.• System maintenance / GOAL tool administration for EMEA region: GOAL & GOAL Lite tool policies design and optimization, creation of DellPAI automated deal approval rules, perform user access audits• Participate in development of defects and user stories, perform business testing (UAT & PROD), participate on IT releases & prepare communication material for IT releases• Create training materials and deliver new feature / refresher trainings as needed• Support users with escalations and high priority issues; assist users with troubleshooting, reduce user complaints, improving user experience• Define procedures or standards on how to manage tasks Show less

Sales Support Advisor

• Jan 2017 - Dec 2018

Requirements Manager (Gii / ORL):• coordinator as well as key point of information specific to tools/capability used primarily by Sales, Order Processing [OP] and Care to Quote, Price and Order. This role serves as specific Sales, Care or OP tool subject matter specialist, with detailed understanding as to capability & functionality.• Create User Stories/Training material for new tools functionality • Interlock with Sales and IT to support SIT, UAT and post system deployment validation where necessary• Manage communication to key business stakeholders specific to changes, defect management, outages• Manage production business escalations Change Request process owner (Gii / ORL / OSC / GOMT) • Responsible for setting up calls with business & our team to review submitted CRs for Gii / ORL / OSC / GOMT applications• Manage CRs on SharePoint so they are updated with latest information (check on status with assigned RMs / IT owners)RPA (Robotics Process Automation):• Automation of manual repetitive, rule based set of tasks using Automation Anywhere application.• Worked on automation of the below mentioned Quote Plus categorizationQuote Plus categorization process owner:• Making sure SKUs are categorized correctly (data categorized on a weekly basis in SQL/Excel)• Fixing categorization issues Show less

Proj Prog Mgmt Sr.Analyst

• Dec 2015 - Dec 2016

Run The Business POC/SME for several Dell applications (DOMS, IDD, POM):• Acting as a liaison between the business and IT, and vice versa• Intake & Prioritization of business requests • Acquiring downtime approvals for any application downtime• Business UAT, including feature testing and regression testing• Business PIT (Post Installation Testing)• Application performance escalationEPhone/SFDC integration:• Mainly helping to solve EPhone/SFDC integration issues directly with end users• Providing usage training if required / creating user guidesOnline Solutions Configurator CPQ/SSO:• Providing OSC CPQ/SSO functionality training for our Dell reps. / Dell Partners for EMEA region Show less

Proj Prog Mgmt Analyst / Sr.Analyst

• Sep 2012 - Nov 2015

Moxie (DellChannels) Chat/Email admin• Create new chat queues, chat portals, mailboxes business uses to interact with Dell customers / internal business• Implement chat advertisement campaigns• Interact with business (Sales/Care) and gather requirements for new chat queues / mailboxes and confirm feasibility of their requests• Cooperation with Online Marketing team to make sure chat is available/up to date on Dell.com pages• Fix Moxie tool content related issues, engage IT where necessary and work with IT on fixing the issue.• Proactively work on chat/email projects Show less

Metrics and Reporting Analyst

• Jan 2009 - Aug 2012

Fusion administrator; Softphone/Ephone support and tester; APEX QA support • Create Fusion queues – web browser forms for business via which internal business is able to submit all types of requests• Test telecom routes (Softphone/Ephone) before they go live• Fixing report issues (APEX), work with report developers to identify issues, restage Telecom/Chat data via SQL

Technical Support L2 technical mentor email support Laptops

• Jul 2007 - Dec 2008

• Provide support to agents if they are not able to solve an issue• Mentoring/coaching agents if required• Provide support to on-site technicians over phone• Review agent diagnostic/parts ordered in case of repair request

Technical Support L1 agent phone support Laptops

• Aug 2004 - Jun 2007

• support solving of HW/SW issues over phone with end users• write service calls to get the computer repaired if necessary