Oct 2022 – Feb 2025 · 2 yrs 4 mos · Gurugram, Haryana, India · Remote

• I am currently Leading, mentoring, and supporting a team of 12 product analyst and also works as an
• individual contributor.
• Need to analyze the reoccurring incidents and group them into problems, so that permanent fix can be
• provided.
• Vendor/ supplier management on SaaS based tool with domain apexanalytix.net/.com
• ERP integration with vendor portal for ETL to build a data warehouse.
• Involved in handling global Clients, Suppliers & Facilities by troubleshooting and resolve their
• problems by maintaining SLAs.
• Troubleshooting integration issues using ETL tables and ETL directions.
• Proficient in Implementation, Troubleshooting, Problem Management, Customer Success, Customer
• Satisfaction, SLA/OLA Management, Incident Management, Bug Fixing and provide accurate/prompt
• response to customers.
• Experienced in complete UAT and Production deployments
• Install, configure, and deploy software updates to client portals
• Providing Signoffs for the Clients on UAT environment during deployment.
• Writing scripts in Oracle SQL Database for updates, Insert, Delete in the database
• Make appropriate changes in Rule Engine and Push Configuration to Production.
• Work with Project Management and Implementation Teams on executing and updating production
• data.
• Manage and resolve technical support tickets submitted by clients by debugging into the database.

Sep 2021 – Oct 2022 · 1 yr 1 mo

• Total 5.7 years of IT Experience with ITIL V4 Certification that includes Software Support, Application Support, Frontend Support, Manual Testing profiles.
•  Worked in the wide domains like Audit Management, Supply Chain Management, Sustainability Management, Healthcare sector, Education Sector.
•  Proficient in Customer Success, Customer Satisfaction, SLA/OLA Management, Incident Management, Bug Fixing, Knowledge Base Creation, UAT Testing, L2 Support etc.
•  Working on different Audit Software using Oracle Database, debug reports using Log Files, XML Files, RTF files, BI Publisher, Advance Excel.
•  Using Service Now for Knowledge Base Creation.
•  Working on Test, Stage and Production Environments.
•  Involved in preparing functional documents, Training documents, Software User Manual Documents, Reports Creation.
•  Worked on the Ticketing tools like Freshdesk, Customer Wise, JIRA, Atlassian JIRA and used Avaya for call support.
•  Worked on CRM tool named as Salesforce- Field Service Lightening.
•  Working experience under critical situations, under high pressure scenarios, under tight timeline, under flexible shifts etc.
•  Worked with team and single handedly also from an APAC reason.
•  Handled Clients and Customers along the Globe like from USA, UK, Canada, China, Japan, Vietnam, India etc.

Feb 2021 – Sep 2021 · 7 mos

May 2019 – Feb 2021 · 1 yr 9 mos

Apr 2018 – May 2019 · 1 yr 1 mo · Sec 126,SEZ,Noida Area, India

May 2017 – Sep 2017 · 4 mos · New Delhi Area, India