Support Team Lead

• Jun 2022 - Present

Senior Application Specialist

• Apr 2018 - Jun 2022

Senior Products Analyst

• Mar 2014 - Apr 2018

 Supporting ERP based Applications Such as CRM, Warehouse Management systems, Logistics, Retail POS, FMS applications and platforms used in the fixed regular issues as following till closer. Experienced to handled Asian clients  Application Deployment, Application upgrade / reinstallation Application Patching & Fixes & new release.  Involved in Weekly/Monthly product review meetings with the Sales team & Development team.  Coordinate with Vendors and customers to fix the project… Show more  Supporting ERP based Applications Such as CRM, Warehouse Management systems, Logistics, Retail POS, FMS applications and platforms used in the fixed regular issues as following till closer. Experienced to handled Asian clients  Application Deployment, Application upgrade / reinstallation Application Patching & Fixes & new release.  Involved in Weekly/Monthly product review meetings with the Sales team & Development team.  Coordinate with Vendors and customers to fix the project related issues.  Identify, understand and define customer needs, objectives and business requirements  Gather functional requirements /Change request from Clients/Partners and record the same in Blackstone PMS (Project Management Tool) .  Software Pre-Sales Activities for technical end, Coordinate with Sales & marketing team.  Responsible for deploying and maintaining Software package at Client's place or through Remote.  Responsible for handling all project related & technical escalations. .  Interaction with client via call, email, WebEx, Skype or by direct meet.  Provide training to clients and Partners for product functionalities.  Ensured effective service level adherence while identifying, aligning & leveraging existing & emerging technologies & applications.  Analyzing call logs so you can spot common trends and underlying problems.  Updating self-help documents so customers/employees can try to fix problems themselves.  Resolving urgent and immediate requests by various users in a vibrant and demanding environment.  Able to work independently and efficiently to meet deadlines.  Ensuring timely and professional responses to all complaints, requests and queries received.  Proper recording and analysis of the complaints received.  Experience in writing & execution of SQL Queries and retrieving data from database.  Track defects and logged the defects in JIRA.  Migration projects, UAT, parallel testing, and regression testing. Show less  Supporting ERP based Applications Such as CRM, Warehouse Management systems, Logistics, Retail POS, FMS applications and platforms used in the fixed regular issues as following till closer. Experienced to handled Asian clients  Application Deployment, Application upgrade / reinstallation Application Patching & Fixes & new release.  Involved in Weekly/Monthly product review meetings with the Sales team & Development team.  Coordinate with Vendors and customers to fix the project… Show more  Supporting ERP based Applications Such as CRM, Warehouse Management systems, Logistics, Retail POS, FMS applications and platforms used in the fixed regular issues as following till closer. Experienced to handled Asian clients  Application Deployment, Application upgrade / reinstallation Application Patching & Fixes & new release.  Involved in Weekly/Monthly product review meetings with the Sales team & Development team.  Coordinate with Vendors and customers to fix the project related issues.  Identify, understand and define customer needs, objectives and business requirements  Gather functional requirements /Change request from Clients/Partners and record the same in Blackstone PMS (Project Management Tool) .  Software Pre-Sales Activities for technical end, Coordinate with Sales & marketing team.  Responsible for deploying and maintaining Software package at Client's place or through Remote.  Responsible for handling all project related & technical escalations. .  Interaction with client via call, email, WebEx, Skype or by direct meet.  Provide training to clients and Partners for product functionalities.  Ensured effective service level adherence while identifying, aligning & leveraging existing & emerging technologies & applications.  Analyzing call logs so you can spot common trends and underlying problems.  Updating self-help documents so customers/employees can try to fix problems themselves.  Resolving urgent and immediate requests by various users in a vibrant and demanding environment.  Able to work independently and efficiently to meet deadlines.  Ensuring timely and professional responses to all complaints, requests and queries received.  Proper recording and analysis of the complaints received.  Experience in writing & execution of SQL Queries and retrieving data from database.  Track defects and logged the defects in JIRA.  Migration projects, UAT, parallel testing, and regression testing. Show less

Software Application Support Analyst

• Apr 2013 - Mar 2014

Client Interaction for New Requirements gathering as well Engage with my counterpart to manage and bring escalated cases to a timely resolution as per the time frame.Preparing weekly/Montly basis reports for KPI’s like Average Handle Time, Customer Satisfaction and Resolution Rate.Identified and implemented solutions to operational problems including proactive analysis of weekly case scrubs.Ensuring highest level of customer service by evaluating recorded calls. If required through… Show more Client Interaction for New Requirements gathering as well Engage with my counterpart to manage and bring escalated cases to a timely resolution as per the time frame.Preparing weekly/Montly basis reports for KPI’s like Average Handle Time, Customer Satisfaction and Resolution Rate.Identified and implemented solutions to operational problems including proactive analysis of weekly case scrubs.Ensuring highest level of customer service by evaluating recorded calls. If required through Direct/remote Organizing and Data testing after software migration and up gradation,Troubleshooting Data base connectivity and other DB related issues Show less Client Interaction for New Requirements gathering as well Engage with my counterpart to manage and bring escalated cases to a timely resolution as per the time frame.Preparing weekly/Montly basis reports for KPI’s like Average Handle Time, Customer Satisfaction and Resolution Rate.Identified and implemented solutions to operational problems including proactive analysis of weekly case scrubs.Ensuring highest level of customer service by evaluating recorded calls. If required through… Show more Client Interaction for New Requirements gathering as well Engage with my counterpart to manage and bring escalated cases to a timely resolution as per the time frame.Preparing weekly/Montly basis reports for KPI’s like Average Handle Time, Customer Satisfaction and Resolution Rate.Identified and implemented solutions to operational problems including proactive analysis of weekly case scrubs.Ensuring highest level of customer service by evaluating recorded calls. If required through Direct/remote Organizing and Data testing after software migration and up gradation,Troubleshooting Data base connectivity and other DB related issues Show less

Technical support engineer

• Nov 2010 - Aug 2012