-Plays a pivotal role in ensuring that customers receive exceptional service for Critical/ Priority issues and support throughout their experience with Citrix and other Cloud Software group applications. Developing effective strategies for service delivery, and enhancing customer satisfaction.

- Cultivated and maintained strong relationships with customers, ensuring their satisfaction and success with our products and services.- Served as the primary point of contact for customers, promptly addressing their inquiries, concerns, and requests with a high level of professionalism.- Collaborated with cross-functional teams, such as sales, marketing, and product development, to exceed customer needs and expectations.- Proactively identified upsell and cross-sell opportunities in Oracle Cloud, driving increase in revenue growth and enhancing customer lifetime value.- Proactively identified and mitigated potential issues impacting customer satisfaction and retention, resulting in improvement in customer loyalty.- Conducted regular check-ins with customers to understand their needs, goals, and challenges, offering effective solutions and recommendations.- Acquired extensive knowledge in Project Management and honed leadership skills through involvement in team-based projects.- Rapidly adapted to new technology and software applications, showcasing a proven ability to learn quickly and thrive in dynamic environments.- Enhanced communication and organizational skills through successful collaboration on group projects, ensuring efficient task completion within tight deadlines.

-Stay abreast of industry trends and best practices in HCM/CWP technology and processes- Troubleshoot and resolve system issues while providing technical support to users- Collaborate with the IT department to implement system upgrades and enhancements- Conduct regular audits to ensure data integrity and compliance with company policies and regulations- Administer all aspects of the Human Capital Management (HCM) system- Serve as the primary contact for all contractor hiring, joining, extending, and termination globally within Oracle- Escalate HCM cloud bugs to the relevant team and update associated forms accordingly- Manage escalations and provide timely solutions- Oversee the complete CWP program and act as the primary point of contact

- Enhanced career by transitioning to Real Time Intraday Analyst through Internal Job Posting (IJP)- Collaborated with the workforce management team to forecast and schedule resources in alignment with real-time demand and capacity- Utilized real-time monitoring tools such as Avaya and Impact 360 to ensure adherence to service level agreements and key performance indicators, maintaining an average adherence rate of 95%- Generated comprehensive reports, effectively communicating findings to management and relevant stakeholders- Spearheaded projects for renowned clients including Mondelez International, XPO Logistics, Qualcomm Service, Alcatel-Lucent, KPMG and Shell- Analyzed and interpreted data to identify trends, patterns, and anomalies- Monitored real-time intraday performance of various operations and systems, ensuring seamless operations

-Provide technical support to customers through phone, email, or in-person interactions- Troubleshoot and resolve hardware and software issues to ensure minimal downtime for customers- Collaborate with cross-functional teams to identify and resolve complex technical issues efficiently- Conduct product demonstrations and deliver comprehensive training to customers on software and hardware usage- Collaborate with product development teams to provide valuable feedback and suggestions for product enhancements - Administered Remote servers (Mobile) such as BES, Mobile Iron, and GOOD- Monitored CMS Tool and assisted the Project-KPMG Global Service desk (UK) in meeting SLA, ensuring efficient service delivery

- Provided technical support worldwide for Norton Anti-Virus and PC, addressing issues through phone, email, and remote access tools.- Installed, configured, and upheld software applications and operating systems.- Documented and tracked customer interactions, issues, and resolutions in a ticketing system.- Diagnosed and resolved hardware and software issues across diverse computer systems, networks, and peripherals.