Balvinder Singh Email & Phone Number

Kuala Lumpur, My

Santiago, Santiago Metropolitan Region, Chile

Santiago, Santiago Metropolitan Region, Chile

• Ensure we deliver on the promise made at the point of sale• Subject matter expert of the Thought Industries platform• Client centric approach to implementation• Passionate about solving client problems• Simplify the client’s experience of implementing a new solution or transitioning from anexisting provider• Building of client configured sites in an efficient manner• Ability to workshop and/or test multiple configurations on the client’s behalf• Present best practices in configuring the platform and suggested configuration to clientswith confidence• Engage technical resources as needed• Escalate appropriately to ensure client success and satisfaction• Collaborate with project management to ensure deliverables and milestones are met

Santiago, Santiago Metropolitan Region, Chile

Customers will rely on you to help them implement Learndot to suit their needs, develop success plans to help them achieve their goals, and work strategically to plan the future. • Customer on-boarding• Goal(s): Minimize and optimize a customer’s time to first value • Success planning and execution• Goal(s): Help customers achieve the goals set in their success plans • Account planning, renewals, and expansions• Goal(s): Secure the renewal and increase net revenue retention• Education services operating knowledge• Learndot product knowledge• Strategic leadership

Santiago, Santiago Metropolitan, Chile

Responsible for working with fast growing software companies to implement Learndot, an award-winning enterprise SaaS learning management system, to help them grow and scale their training programs.● Configured the designed the training platform to meet the customer’s specific training objectives● Revamped the customer onboarding process to standardize implementations to reduce onboarding time from 4+months to <90 days.● Reviewed RFPs and executed tailored technical demos for sales prospects

Santiago, Santiago Metropolitan, Chile

Responsible for working with an internal fast faced Support Team to create/update process and workflow in Learndot, an award-winning enterprise SaaS learning management system, to help provide better Support Experience with the single objective of giving the “Unicorn” Support journey to all subscribed customers.● Support team achieved an average CSAT score of 100% from September 2018 - March 2019● First response SLA was 100% achieved for entirety of FY19

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsible for working with fast growing software companies to provide technical support and consultation for Learndot, an award-winning enterprise SaaS learning management system, to help them grow and scale their training programs.● Guiding customers on the best practices of using the system and consult them best on use case scenario● Provide assistance in writing documentation for basic and advanced usage of the system● Work with product team to produce new documentation for system add-ons● Work with developers in prioritizing bug, issues, and enhancements for the system by joining sprint planning, refinement and retro● Work with product manager and product owner to raise customer pain points and feature request● Troubleshoot issues using logs and system source code to reduce developer’s investigation time● Create and improve on multiple processes for support members in the Kuala Lumpur and Santiago Office● Working on creating processes for cross team collaboration, reducing conflicts and resource wastage● Troubleshooting database queries for customers and internal teams to overcome product limitation● Work with Business Experience team to set-up Salesforce integration for the system and troubleshoot basic● Providing guidance in Salesforce Integration workflow● Set up and support Looker, an advanced reporting tool● Set up and troubleshoot multiple SAML SSOs such as OKTA, Salesforce Community,Auth0 and OneLogin● Working with DevOps team on system upgrades, maintenance and SSL cert installations● Troubleshoot issues using resource monitoring tools such as New Relic and Datadog

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsible for providing technical support and consultation for CrowdStrike, a top of the line cyber security vendor that Gartner, Forrester and IDC have all recognized as a leader in modern endpoint security.● Serve as escalation technician for front line helpdesk support and assist with Tier-1,Tier-2 inbound support requests to receive, triage and facilitate resolution for internal customers.● Maintaining an operational knowledge of the latest Mac, Windows and Linux OS server and desktop features, best practices and system/application configurations.● Managing the fleet of employee computers via monitoring, securing, updating, patching, troubleshooting, automating and optimizing laptop and desktop systems.● Streamlining, optimizing and simplifying employee application experiences, improving application usability and testing new application releases and researching new solutions to customer demands or recurring problem sets.● Configuring new-hire systems and performing IT on-boarding for new employees.● Collaborating with (getting help from or providing help to) Tier-3 team members and other teams’ subject matter experts with projects or initiatives.● Researching, installing and evaluating new products and services for deployment to internal customers.● Implementing, improving and documenting new and existing policies, procedures and processes for the IT system.

Cyberjaya

Responsible for acting as the primary point of escalation for all ATOS employees tied to any issues on Software or Hardware running on their Domain based work devices. Gradually was moved towards a hybrid role of developing and maintaining the New Hire training program which is still currently in use.● Provide remote and local support to all ATOS internal employee● Local Support includes hardware troubleshooting involving machines run on Windows which include laptop and desktop● Remote support on all Windows application including Operating System● Account creation, delete and troubleshooting on Active Directory● Windows Exchange Service troubleshooting● Given the task to improvise the knowledge base● Provide training to new hire● Key Individual in setting up new hire training program