Sep 2021 – Dec 2021 · 3 mos · Maharashtra, India

• Responsible for the Support of D365 Mixers project and ETL.
• Responsible for D365 portal requirement gathering, Design and development.
• Gather Requirement from customer, document it and Translate those into functional Requirement specification
• Participate in the development with the team, lead and participate in business process reviews, present solution to customer.

Jul 2019 – Aug 2021 · 2 yrs 1 mo · MIDC, Andheri East, Mumbai 400069

• Performing a melange of activities like driving / supporting business change activities to underpin KAYA IT simplification agenda and involved in IT systems (Dynamics 365) to increase customer satisfaction & business value to enhance the ongoing changes relating to the growth of business agenda
• Developing in-house IT Transformational Change Capability that will partner closely to drive & implement IT change and managing various change programs under the guidance of Transformational Change Manager
• Successfully implemented ISO 27001:2013 and executing change management interventions & other transformational change initiatives in Agile environment
• Providing assistance & support to Transformational Change Managers to develop practice & boost improvised ways of working & involved in administering operations across change management & communications
• Liaising with other departments, internal communications, learning & continuous improvement within KAYA to deliver a comprehensive service to the business using agreed Equip

Jan 2016 – Jun 2019 · 3 yrs 5 mos · Lokhandwala, Andheri West, Mumbai 400053

• Involved in HRMS Darwin Box and Microsoft Dynamics 365 (D365) project support & implementation and collaborated with CIO & SDIPL to prepare strategies/ plans to enhance client services & improve user effectiveness & administered innovation
• Oversaw IT infrastructure project execution, support & maintenance and provided SDIPL support throughout the entire mission & adhered to grant agreements, assurances, regulations, guidelines and instructions as per SDIPL policies & procedures
• Managed and provided application support services for various incidents, enhancements, application functional incident resolution to users of CRM Sales & Distribution system and configured LIS (Suvarna Techno soft), CRM (D365) to support process flow, training material, test scenarios & working procedures
• Catered to the needs & requests of clients relating to the service & incident tickets as per service procedures & reviewed the tickets on a day-to-day basis, followed up & provided status updates to end users and prepared functional specifications to assist the application development team in the establishment of interfaces, data conversions forms, reports and enhancements
• Handled the design, maintenance & enhancement of business processes, business roles and assured smooth knowledge transfer process from project teams to the support organization
• Proactively participated in UAT & Regression Testing for scheduled releases and involved in process improvement via simplification and standardization
• Recorded, tracked & documented problem-solving processes such as decision making process, actions undertaken & resolutions provided

Dec 2012 – Jul 2015 · 2 yrs 7 mos · Bengaluru, Karnataka, India

• Executed various duties like catered to/ responded to client service requests, incident ticket as per service procedures, reviewed assigned tickets on day-to-day basis & followed up/ provided on-time status updates to end users
• Proactively participated in UAT/ Regression Testing for scheduled releases & executed a project comprising of 5 SRL Labs in Fortis Hospital (Bangalore) and handled Zing HR, LIS/ CRM projects from inception to conception while handling outside vendors for the same
• Provided training & assistance to Junior IT team members relating to LIS & CRM Administration and provided support for end-users to carry out testing & problem analysis for server, desktop & IT Infrastructure work
• Strategically prepared a plan to handle Healthcare Camps (On Site and off site) for Microsoft, IBM, Apollo, Cipla etc. and launched pre-accession policy to manage Mega-Camps
• Executed & supervised New Release of CLIMS, SRL Report, CLIMS Online, SAP, 1 KEYY in 9 SRL Labs located in Bangalore and maintained IT infrastructures/ networks at SRL Bangalore Ref lab and Other Locations of Bangalore (8 Locations)
• Involved in implementation & management of operating system, emails, internet, antivirus, maintenance of hardware & IT asset management and provided training to end users for LIS, Microsoft Dynamics CRM new release and Email, Operating System, Internet, Antivirus and IT Asset
• Handled user accounts in Active Directory, Email & Application like CRM, LIS, HIS, 1KEY
• Carried out CLIMS & ERP customization project according to customer requirement and involved in implementation support & functional support for various system products offered by company
• Handled internal customer/ client escalations and provided technical support to clients & field team and trained the sales & support team for newly developed modules
• Supported development team for resolution of generated Tickets

Jun 2009 – Oct 2012 · 3 yrs 4 mos · Mumbai Metropolitan Region

Jun 2007 – Jun 2009 · 2 yrs · Mumbai Metropolitan Region