ITC Infotech

German-IT Consultant / System Engineer :
•Handle all German native clients technical support queries via a ticketing tool ServiceNow.
•Understand users inquires, identify issues, and provide appropriate user End solution or escalate complex issues to the relevant department via Incident, RITM/REQ, Problem Requests number within the SLA (Service level agreement).
•Responding to users requested over Inbound/ Outbound Phone, Web-Email Tickets/ Incident and basic knowledge Azure cloud. 
•Provide services to Hotel users that include the following:  Workstation, Laptop/ Notebook PCs, POS Machine, POS Tablets, Smart phone and MS-office-365, Outlook -sending/receiving Mailing issues, Email Delegation/Forwarding, Creation of users SMTP Email.
•Network attached Devices like – Printers setup (Scan to Email /Scanner & FAX) and DHCP Reservation for any Network Device like - Media Player, Docking Station, Card Terminals, TVs etc. 
•Windows 7-11, Microsoft Active Directory and Workstation, Laptop management via Active Directory.
•Collaboration and communication services and including desktop Phones and other End user computing devices along with associated system Software. 
•Hands-on experience with Oracle Opera, Interface, Micros, Symphony along with Fols App.
•Troubleshooting issues on Inwebo- VPN, Identity Agent, Ivanti (Pulse secure), Zscaler (ZIP & ZPA). 
•Taking ownership of the Tickets / Incident from picking up to resolve and handing dashboard of ServiceNow in weekend along with Night Shift.

German-IT Consultant/ System Engineer. 

Deutsche Bank

German- Senior Analyst-Asset Management : 
⦁ Responsible for managing clients on Boarding, client data management and Accounting/Paymets management and Opening different types of Mutual funds, old age pension plan etc.
⦁ Managed over 20-25 calls/ chats per day to Vendors or customers management.
⦁ Understanding documents in German Language in order together details of customers for monitoring accounts to ensure payments up to date and resolve any discrepancies.
⦁ Part of KYC Team as filling and helping end users with KYC while opening new accounts.
⦁ Ensure smooth functioning of process and compliance to procedure and policy guidelines.
⦁ Discovered root causes of problems and identified appropriate solutions.
⦁ Build sustainable relationships and engage customers by taking extra mile.
⦁ Performed quality assurance to meet appropriate standards and facilitate improvement of processes.

Financial Senior Analyst at Deutsche Bank

Concentrix

German-Practitioner CRM Operations (Amazon.de) : 
⦁ Handling Seller's and Customer's queries/escalations in German.
⦁ Developed and actualized customer service initiatives to decrease wait times.
⦁ Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
⦁ Referred unresolved customer grievances or special requests to designated departments for further investigation
⦁ Tend to do calls in Germany to various carriers to get to know about whereabouts of item.
⦁ Resolved product or service problems by clarifying customer's complaint, determined cause of problem, selected, and explained best solution to solve problem, expedited correction, or adjustment and followed up to ensure resolution.
⦁ Managing queries over call and emails regarding Accounts of Customers.

Practitioner CRM Operations

Have 12+ years experience in German as IT Consultant / Service Desh Engineer and provide strategic advice, troubleshooting technical issues, and offer expertise in areas such as Hardware, Software, VPN,Office 365. Printers, Notebook, Smart-Phone, Oracle Opera, POS Machine- Micros , Symphony, POS Printers. 

In Client's onboarding, Client Data Management, Account/Payments Management, KYC (NLS), Asset Management, Customer's & Seller's Service Advisor.

Focused on achieving continuous and I am data orientated, Strong problem-solving skills and Self-Motivated leader and Team player with a track record of managing complex situations under pressure. Strong Financial information professional with great German language proficiency.

Taplio

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