Experience
Oct 2019 - PRESENT
Partner Technical Advisor
Microsoft- Collaborated closely with teams, driving process optimization initiatives that enhanced efficiency by 11% and ensured adherence to project timelines and budgets.
- Spearheaded cross-functional projects, resulting in a 21% improvement in project execution.
- Conducted strategic business analysis, boosting business outcomes by 19%.
- Cultivated a positive team culture, mentoring 7 members and fostering innovation.
- Played a pivotal role in global operations, achieving a 23% increase in customer satisfaction.
Oct 2018 – Oct 2019
Support Escalation Engineer
Microsoft- Managed high visibility cases, achieving a 15% reduction in case resolution time.
- Dashboarding using PowerBI for the internal team.
- Improved customer satisfaction by 7% through effective communication and anticipation of challenges.
- Maintained stable Experience scores of 4.7/5 for vendor teams.
Oct 2016 – Oct 2018
Support Engineer
Microsoft- Worked on paid support with a Days to Solution of 15 days.
- Collaborated on cloud governance, resulting in a 10% increase in Microsoft cloud solution adoption.
- Drove discussions with the Account Management Team, achieving a 2% reduction in future escalations.
May 2014 – Oct 2016
Technical Consultant
Wipro- Served as Technical Lead for Microsoft Dynamics CRM.
- Developed SQL scripts, reducing Customer Pain time by 2%.
- Reduced escalations to Tier 2 by identifying triggers.
- Improved solution time by 37% by leveraging Tier 2 expertise.
Mar 2013 – Apr 2014
Technical Associate
IKS Health- Implemented big data analytics tools, optimizing data processing speeds by 20%.
- Managed cloud deployments on Azure and AWS, achieving a 99.9% system uptime.
- Developed reports using Power BI, increasing stakeholder engagement by 25%.
- Introduced Python-based solutions, reducing code maintenance time by 30%.
Jul 2011 – Mar 2013
Customer Care Professional
Sitel- Provided technical support for Microsoft products, resolving over 40 escalated problems monthly.
- Offers advanced troubleshooting, achieving a 100% resolution rate for escalated issues.
- Managed relationships with key corporate customers, achieving an 89% satisfaction rate.
- Authored technical content, driving customer engagement and self-service solutions.
March 2008 - Dec 2010
Proprietor
FinaFrontier- Founded FinaFrontier, leading to a 860% increase in revenue over 2 years.
- Oversaw the development and launch of CRM & ERP, achieving a 93% customer satisfaction rate.
- Built and led a cross-functional team of 5 professionals.
- Established strategic partnerships with Small and Medium Enterprises.