SaaS | Human Capital Management | Time & Attendance Management

As a Freelance Project Manager with a focus on IT infrastructure and facilities management. Successfully led cross-functional teams in delivering comprehensive solutions, including network setup, office fit-outs, equipment installations, and HVAC systems.

•Accountable for Project Management and Business Project Analysis on varied Telecom & IT projects. •Active client interface (PSU/Govt./Corporate/Internal) to undertake new opportunities and provide service to cater various business requirements. •Visit corporate and government offices for tender/project/pre-bid meetings.•Accountable for tender preparation and bidding process.•Update project progress reports in a timely manner.•Meeting new clients for prospective business opportunities.•Rigorous follow ups and coordination on daily basis with OEM’s, PSU/Govt. officials, clients, vendors and internal members to ensure smooth transitioning of various projects.•Manage vendors and client negotiation in an effective manner. •Network through industry contacts, association memberships and trade groups.•Proactively identify gaps in various projects and deliver results with affirmative approach internally and externally. •Provide guidance and support to the team members whenever required.•Ensuring proper support and guidance is extended to team members when required and solve grievances pertaining to business requirements.

• Preparing statement of work (SOW) and business review documents for our external clients.• Liaising with internal IT and software development team/integration team to create custom Ad-Hoc reports and custom export format/templates pertaining to existing and new client requirements.• Provide TLM training to our clients and execute data management.• Core Responsible for providing the best services to the customers• Identifying and creating a long term healthy customer relationships and business effectiveness• Answer incoming phone calls of EPAY Clients in regards to service related /technical queries • Ensure all the issues have been taken care and resolved within SLA via emails or Chat support• Ensure the case are created on time, client issue is promptly addressed, related documentation is done, resolution is provided in a timely manner, follow the appropriate escalation process• Reviews customer alerts and follows up with customers to inquire if action is needed.• Follow the formal feedback mechanisms for incidents, causes, and first call resolutions• Ensuring the provision of high quality ‘24x7’ remote support services to fulfill EPAY contractual customer obligations.

• Answer Incoming calls from users & service providers both up & downstream along with follow up where required in a timely manner.• Utilize various systems required to troubleshoot successfully – Radius + Failed Logins, Utilibill, Telstra LOLO\​LOLS, Optus Extranet +GMAP, Blackberry Portal, TPP portal + Who IS, Tech Wiki.• Configure clients’ new or existing hardware & software for access to Email \​ Web\​ Voip and any other supported services.• Successfully carry out any other data related Ad-Hoc project work as assigned by Team Leader.• Actively carry out troubleshooting for all issues covered under the support scope to the best of your ability & escalate to level 2 or networks if required.• Educate the customer where possible to enable self-resolution in future, or direct to a KB article if an SP.• Ensure a high level of customer satisfaction & first call resolution.• Attend & actively contribute to weekly team meetings.• Liaise with the various carriers (Telstra/AAPT/Powertel/Optus/Planet Domain/ Telstra Clear / Telecom NZ / Chorus) for a speedy resolution.• Provisioning of all Telecommunication supported Services for our end users and clients.

• Analyze and resolve problems with a goal of high FCR.• Support at minimum MS office, Citrix Xen App, Win XP and Win 7, Site standard desktop/Laptops, Remote Access, Password Administration, Hardware Diagnostics, Remote installation, Data Network Fundamentals and Web technology.• Investigate causes, tests solutions and put solutions in place to reduce calls to the help desk.• Understand help desk priorities and objectives along with taking an active role in accomplishing these objectives.• Keep customers informed of global problems, scheduled downtime or anything that affects the computing environment.• First Level Desktop support for big clients like Norfolk (AUS), Fulton Hogan, Solid Energy and Fleet partners NZ.• Monitoring the Server Alerts, logging it and assigning to the appropriate team.• Configuration and support for Windows 7 and XP machines • Software problem solving in the network environment. • Design and implementation of Windows Server 2003/2008• NTFS access permission• Desktop/Laptop Software deployment and RDP support.• Group Policies management.• User account administration.• System administration and User Support

• Provide end user customer service and resolve network related issues for Orange Mobile in UK.• Resolve issues regarding MNP (Mobile Number Porting).• Involved in Number transfer from Contract to Pay-as-You-Go and vice-a-versa.• Handling talk-share accounts (group calling).• Maintain & update database for Orange in Citrix Meta-frame etc. • Achieved awards and recognition certificate for Contribution in Business.

As a Network Support Executive, I was responsible for the overall management and maintenance of the network infrastructure. My duties included hardware and software installations, network troubleshooting, user account management, and ensuring network security. Additionally, I provided technical support to staff, conducted system training, and monitored network performance.