May 2024 – Jan 2026 · 1 yr 8 mos · On-site

• Google Workspace Administrator

Nov 2023 – Apr 2024 · 5 mos · Bengaluru, Karnataka, India · On-site

Jun 2020 – Nov 2023 · 3 yrs 5 mos · Noida, Uttar Pradesh, India

Sep 2019 – Mar 2020 · 6 mos · Pune District, Maharashtra, India

• Technical subject matter expert to consult prospects/clients in transforming data into business intelligence (e.g. dashboard building)
• Collaborate cross functionally & troubleshoot potential bugs/data discrepancy
• Identify and implement automation processes to resolve customer specific issues
• Research/validate as the first line of support for troubleshooting inquiries from clients
• Log JIRA ticket, Monitor JIRA to ensure timely response and expedited resolutions
• Support day to day needs of the TapClicks platform
• Create documentation as needed
• Research and evaluate solutions and tools
• On-boarding each market’s initial mappings, clients, users etc
• Become a SME on Smart Connector requirements to then be able to implement Smart Connectors for clients, template builds etc.
• Able to download and verify the reports and check if auto-mapping is correct

May 2016 – Aug 2019 · 3 yrs 3 mos · Greater Hyderabad Area

• IBM Web Support
• As a part of IBM Web Support, we are the first point of contact to provide 24*5 web support to all IBM internal and external customers facing any issue related to our IBM SAAS Products (ActionOI, Care Discovery Quality Measures).
• MIS and Reporting: Preparation of daily, monthly and quarterly report using MS-Excel to keep a track of the Team Performance, Closing Incidents and database snapshots.
• Perform ticketing tools/mailbox/queue monitoring & ensure all work is entered ticketing tools.
• Lead escalation of high severity incidents.
• Ensure all SLO/SLAs are met.
• Ensuring that issues are resolved both promptly, amicably and thoroughly.
• Handle issues in the best interest of both customer and company.
• Providing accurate information and resolution in an efficient manner while professionally delivering above-average service and resolution to the customer.
• Evaluating and identifying opportunities to drive process improvements that positively impact the Customer’s experience.

Mar 2015 – May 2016 · 1 yr 2 mos · Gurugram, Haryana, India

• Worked as a Level 1 and Level 2 Technical Troubleshooting Expert for a Leading Multinational Consumer Electronic Brand