- Collaborating with clients through weekly catch-ups to update ticket status and discuss pain points. The feedback was presented to the internal stakeholders.- Drafting Confluence pages for project documentation, meeting notes, and process flows, facilitating easy access to critical information.- Organizing morning catch-ups with developers and the support team to discuss priorities and assign work according to the SLAs.-Managing internal IT setup including system setup, tech support and onboarding of employees and creating policies as per ITIL guidelines.- Work on high-priority ticket items and provide regular updates to the client and support manager with estimates of resolution and provide aftercare based on the impact.- Managing Kanban board to assign tickets to the developers as per their skill set and record updates, assist with deployment and internal testing.- Managing yearly pricing plan updates for multiple retailers in the billing system. Worked with internal teams to create test invoices and check errors; scheduled routine checks to deactivate expired tariffs.- Executing SQL queries in a relational database to conduct root-cause analysis associated with invoicing errors, pricing, and aggregation of reads on the account level.

- Documented incident details, resolutions, and troubleshooting steps for knowledge sharing and continuous improvement.- Assessed and supported all USS IT Network Infrastructure and escalated applications-associated incidents to the support/development manager.- Provided frontline technical support to end-users and troubleshoot problems related to energy customer accounts.- Maintained compliance with industry regulations in all support activities.- Participated in post-incident reviews to identify root causes and implement preventive measures.- Monitored Energy management system and related infrastructure to identify and proactively address potential issues before they impact operations.- Fostered communication with internal and external stakeholders, keeping them informed of the status and progress of support requests.

- Consistently surpassed sales targets for 3 consecutive quarters owing to strong client relationships.- Leveraged Siebel CRM to expertly manage customer accounts, guaranteeing seamless new account setup, efficient credit checks, and streamlined interactions.- Achieved exceptional customer satisfaction, maintaining a consistent NPS of 80% and securing the store position in the top 5 in Victoria.-Spearheaded end-to-end sales lifecycle, from lead generation through negotiation to successful contract closures.-Mentored the sales team imparting effective selling strategies/techniques to boost performance and results.

Assisting in developing career pages for health industry clients like hospitals and government websites. Conducted thorough testing of front-end and back-end systems for optimal website performance.- Posted job ads on Client websites and tested links and flow of information from applicant form to the backend.- Raised tickets to report and communicate client requirements to the development team on a web ticketing system called Assembla.-Tested, prepared and performed Q&A checks on the front-end and the back-end systems of the client's website.-Met with stakeholders to gather requirements for developing their web pages through note-taking.