Dengage

►	Providing direct technical support to MEA region clients
►	Handling different accounts of clients and taking care of daily activities
►	Onboarding new client projects from the scratch with the following steps
- DNS Configuration
- IP whitelisting
- Account creation
- Shopify/Magento/AWS/Laravel plugins
-API calls
- IP Warm-up plan
- Events definition

► Providing training of CDMP to the different team members from clients
► Providing technical expertise on marketing scenarios and strategies
► Managing onboarding projects on daily basis in order ensure timely onboarding of clients with the CDMP
► Conducting training sessions to the client or POC from client side in order to make them familiar with CDMP


Skills involved :· 
-Tech Support
· SQL
· CDMP
· DBMS
· API integration 
· Relational Database
· Customer Experience 
· Digital Marketing
· Zoho CRM
· Business Process Improvement 
· Customer Onboarding 
· Account Management 
· Customer Success  
· Software as a Service (SaaS)

Technical Services Executive

S&P Global Market Intelligence

  Collaborating accross the boundries to provide Tech Support to internal and external employees accross the globe
 Providing direct/indirect solutions to internal and external Data Assurance employees and vendors on any tools and or tech issues encountered
 Working closely with Tech teams in ensuring overall health and efficiency of all tools and software through various testing and validation processes and consequently working with the management in equipping internal and external employees on proper tools and software use
 Develop and execute a support program for technical infrastructure to include the following but not limited to Dragon Naturally Speaking, Celsus, Eclipse Vox, Eclipse Editor, Pathfinder, CTS, FTP, etc.
 Tech Lead and Expert on department's tools and software
 Submitting bugs & User stories for enhancements in Microsoft Azure for betterment of production
 Manage software release and version control, testing and validation. Ensure all related documentation is in place, up-to-date and comprehensive
 Collaborating with teams in the design, development, testing, implementation and management of projects, enhancements, bug fixes, user stories for the workflow
 Track, document and resolve all Transcription tools and software tech issues and concerns
 Conduct UAT for new releases
 Conduct Validation & Regression Testing for new releases and updates
 Working with ASR(Kensho Scribe) in order to automate the workflow
 Testing ASRs in different environments

Process Associate

 Part of a Fortune 500 Multinational Company
 Performing job tasks to ensure client's satisfaction
 Performing Job Tasks in efficient manner and making sure it is meeting the quality in all 3 metrics
-Accuracy
-Error Count
-Timelines
 Taking care of hub(MIS) and making sure everything runs efficiently
 Voice Writing, Scoping and editing to ensure transcripts are ready swiftly
 Working with my team to meet the combined goals and targets
 Taking part in international video conferences, townhalls of S&P Global to discuss goals, targets and client's satisfaction
 Support team members during high Priority Peak Days and ensure that job tasks are done swiftly and efficiently to maintain client's satisfaction
 Participated in APEX(Asian Professionals for Excellence) Workshops and training sessions
 Assist in the training of new staff to ensure they are able to work confidently and independently in a team environment
 UAT of voice-to-text Artificial Intelligence - IBM Watson, Kensho, Google

Data Research Analyst

BroadPeak Technologies

	Ensure service and support is delivered to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
	Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
	Make all the possible efforts to enable and support reporting team members (technical support engineers’) for resolution of customer issues (i.e. ensuring first call resolution) 
	Ensure strong liaison with all stake holders to ensure proper and timely resolution of customer’s issues
	Offer alternative solutions where appropriate with the objective of supporting customers’ and clients’ business
	Follow up and make scheduled call backs to customers where necessary 
	Stay abreast to keep the team members informed about new updates and changes in system information relevant to customer needs
	Assist in the training of new staff to ensure they are able to work confidently and independently in a team environment
	Actively contribute for improvements in processes (defined SOPs), prepare checklist for accurate issue diagnosis and quicker resolution to minimize talk time and call in queue
	Manage prioritization of workload to ensure response time SLA commitments are met 
	Support team members during high severity incidents and ensure correct reporting, escalation, and resolution

Tech Support Engineer

Interactive Group Of Companies

Responsible for integration, testing, and support of NMS
Worked closely with clients  to identify troubleshoot, and resolve issues
Installation of servers with OS and Applications
Ensure project tasks are completed on time and project goals are achieved
Provide daily system support and consultation directly to clients
Provide technical support / services and consultancy services to clients

IT Systems Support Engineer

Servico International Pvt Limited

-Search Engine Optimization (SEO)
-Front end designing(Wordpress,Bootstrap,HTML,CSS,JS)
-Managed Company's Information System
-Manipulation of databases on Oracle

Intern

MIR Consultants

Desktop and Web Application Development
Desktop and Web Application Testing
Technical Report Writing

I am an experienced professional previously worked with fortune 500 companies, having expertise in Business Analysis, Tech Support, Client Services and Customer Oriented Solutions. Furthermore, I bear Excellent Communication and Interpersonal Skills. Never hesitated being challenged or working in pressure situations. I believe in providing smooth solutions anytime it requires, whether it asks me to get up in my sleep or learn new skills in order to resolve the issues. The goal is to provide solution to fulfill client's satisfaction.

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