Mar 2024 – Feb 2025 · 11 mos · Bengaluru, Karnataka, India · Hybrid

• Was accountable for the success in delivering experience as a service. Monitored automation progress, identified issues and risks, and created mitigation plans with clear actions and ownership.
• Implemented and drove XLAs towards the outcomes and experiences that end users expect from the XMO service.
• Managed a team of proactive and automation engineers to deliver a smooth and continuous outstanding end-user experience.
• Created and delivered advanced experience use cases that demonstrate positive outcomes to customers.
• Built relationships with customers and cross-functional teams internally and externally. Collaboration is key to increasing the value of the XMO across all service towers.
• Took ownership of preparing and delivering Experience Level reports to highlight achievements and cases in progress.
• Based on the customer strategy, was accountable for creating a roadmap to align XMO initiatives to obtain maximum value.
• Served as the initial point of contact for customers throughout the contract lifecycle.

Feb 2022 – Mar 2024 · 2 yrs 1 mo · Bengaluru, Karnataka, India · Hybrid

• Highlights:
• Led global Managed Service Provider (MSP) solution consultancy activities to support Nexthink MSP's business growth and expand Nexthink’s presence among global MSP partners.
• Ensured success for a large portfolio of customers totalling 1.2 million endpoints.
• Developed and maintained strong relationships with key partners, ensuring alignment with organisational goals and objectives.
• Monitored key performance indicators (KPIs) to track and analyze the impact of partnerships on business outcomes.
• Conducted regular account reviews, addressing concerns and identifying opportunities for upselling or cross-selling.
• Implemented proactive communication strategies to keep partners informed about product updates and industry trends.
• Managed customers across various domains, including Banking, Utilities, Insurance, Manufacturing, Consumer Goods, and Pharmaceuticals.

Aug 2020 – Feb 2022 · 1 yr 6 mos · Bengaluru, Karnataka, India · Hybrid

• Highlights:
• Analysed workplace data for global customer VOLVO using trend analysis through NEXTHINK.
• Performed in-depth analysis and implemented Nexthink solutions to demonstrate value in the workplace environment.
• Created use cases for issues identified in the workplace through NEXTHINK and drove them to a successful resolution.
• Implemented several remote actions and campaigns to improve DEX scores and employee satisfaction.
• Conducted bi-weekly interactions with customers to create and present DEX trend analysis.
• Delivered optimal solutions during the PILOT phase to resolve stressful technical situations, resulting in exceptional customer satisfaction and business expansion.

Mar 2020 – May 2020 · 2 mos · Pune, Maharashtra, India

• Roles and Responsibilities:
• Working for project named “Magneti Marelli” in supporting daily BAU activities.
• Proficient and was part of Nexthink admin team in design build and implement Nexthink.
• Creating HLD and LLD documents for Nexthink implementation.
• Identifying the cases, analyzing the environment and implementing the same on Nexthink.
• Identifying the areas of automation for issues reported by the clients.
• Engaging between different teams - SCCM, SD and RDS in terms of delivering the results in achieving the client needs.
• Responsible for all the technical issues related on Windows / Mac for Marelli users across the globe and resolve the issues remotely using different remote tools.
• Monitor all system alerts using Nexthink and assist to resolve complex issues in system hardware, software and its applications.

Jan 2019 – Mar 2020 · 1 yr 2 mos · Bangalore

• Roles and Responsibilities:
• Worked for the world’s #1 top manufacturing company – Mattel Inc.
• Responsible for all the issue related on Windows / Mac for Mattel users across the globe and resolve the issues remotely using different remote tools.
• Actively working with MAC admin on JAMF tool in deploying the packages and monitoring the devices and upgrading the applications if required for the client enrollments.
• Monitor all system alerts using Nexthink tool and assist to resolve complex issues in system hardware and software.
• Delivered best solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction; only Technician of the Month recipient to receive back to back award honors for the team and feedbacks from the client.
• Motivated and assisted team in reaching individual and team goals for quality and productivity.
• Was coordinating between different teams and help to narrow down the user’s issues and help accordingly in fixing the same.
• Generating program level reports for internal and client interactions.

Jun 2017 – Oct 2018 · 1 yr 4 mos · Bengaluru, Karnataka, India

• Roles and Responsibilities:
• Responsible in handling technical support activities on desktop, mobile and many applications (globally) for Goldman Sachs Users.
• Managed customer escalations which ultimately resulted in favorable customer satisfaction ratings.
• Resolved and provided guidance to team for escalated technical issues and was engaged with meetings from different teams to provide faster resolution.
• Monitor all system alerts and assist to resolve complex issues in system hardware and software.
• Install and configure various applications on windows operating systems through Iridium and Marimba channels.
• Working on user’s Active Directory groups and project shares issues and concerns.
• Maintaining computer peripheral devices like phones, printers in resolving the problems arise.
• Supporting the Orbit Mobile applications for iOS, Android & Blackberry devices.

Aug 2012 – May 2017 · 4 yrs 9 mos · Bengaluru, Karnataka, India

• Roles and Responsibilities:
• Intuit Client
• Worked on customer QuickBooks company files in fixing the data using SQL queries.
• Recovering the data damage as per the customer request using SQL scripts.
• Prepared and delivered technical presentations and demonstrations to clients on daily, weekly basis.
• Hosted regular meetings with development teams to follow up on escalated issues and fix the same in future updates of the applications.
• Managed the team in designing new tools for deployment in converting the data from 3rd party tools and helped the client users in integrating the same into Quickbooks.
• Actively involved in creating monthly scorecards for the program (Agents & TLs).
• Handle cases for different LOBs (Pro Premier, Enterprise & Quickstart) to be at par on technical knowledge front.
• Microsoft Client
• Assisted customers on various MS-Office products & Windows OS issues.
• Was handling the Level 2 Escalation team either on post or live cases.
• Provided the advance troubleshooting steps to resolve the customer issues.
• Conducted many up trainings on new updates from MS updates center.
• Certified from CIS University in the stream of “Training”.
• Was cross trained on different LOBs (Windows, Office, MSN and UNR)

Nov 2011 – Jul 2012 · 8 mos · Bengaluru, Karnataka, India · On-site

• Highlights:
• Team Lead for Background verification process (PI team - 22 Agents).
• Conducting programs for the agents on effective management, career development & process mechanism.
• Coached and trained the team in analyzing and processing more requests from different clients while maintaining a high-level of client satisfaction and exceeding department goals during peak volumes in tasks completion.
• Developed and implemented communication strategies to ensure positive and productive relationships with internal teams.
• Reporting on Dashboards and Weekly/Monthly Performance reviews.
• Develop/Implement action plans to achieve desired performance levels.
• Conduct audits on Quality and Effectiveness.
• Drive SLA through effective management of the daily operations of the team.

Sep 2010 – Nov 2011 · 1 yr 2 mos · Bengaluru, Karnataka, India · On-site

• Highlights:
• Started the career and worked for the program called WOTC (Work Opportunity Tax Credit) providing the Tax Credit available to employers who hire and retain veterans and individuals from other target groups with significant barriers to employment.
• Was part of Pilot batch and was responsible for taking up trainings for the new hires on floor.
• Also worked for the US Search – Intelius program for helping users to find the data as per the search they requested and delivering the results as per their need.
• Was involved in communicating to the users via chat, phone and email in sharing the results in the form of reports.