• Providing a wide array of duties like providing support to clients/customers including United Airlines, United Parcel Service, Manufacturers and assisting in data analysis/ rectifying issues for the same• Managing/ supporting the testing of manual codes/fixing the same with the help of the development team and carrying out the testing process post fixture of issues for the clients• Carrying out regression testing for different software products, explaining the issues to the development team/ recommending appropriate solutions to rectify the same and collaborating with the clients directly for information relating to bugs• Sorting and prioritizing the change request as per business needs/ requirements and going on call with the clients on a weekly basis and providing regular updates about critical bug issues raised & fixing the same• Rectifying bugs in the aerospace software for the clients & providing support in matters relating to technical issues

• Executed various duties as the Team Manager like carried out team objectives/ targets, monitored, mentored and assisted the team members and encouraged/aspired members to improvise performance• Closely reviewed the performance of team members/ provided feedback for the same and provided assistance & adhered to guidelines• Supervised the team members and assured the work is being on as per the training given and provided additional training if required and examined the reports/ scrubbed the same to improvise scores, decrease errors• Handled attrition/ shrinkage & employee engagement as well

• Acted as the single point of contact/ escalation point of contact level-2 & Subject Matter Expert and carried out troubleshooting hardware issues relating to laptops/ desktops & rectified issues including physical & remote presence• Managed the service request and adhered to end-to-end process for resolution and dispatched hardware parts post diagnosis and assisted the onsite engineers in the customer site• Mentored new employees, informed about the process and consistently achieved monthly metrics targets such as AHT, number of calls (CRD) and customer delight satisfaction (CDS) and established/ maintained relations with dealers & customers

• Managed various customer queries/issues relating to credit cards and processed all credit card payments• Assisted the customers with billing/payment queries & extensions and interacted with them in a calm/polite manner & resolved issues in a smooth manner and maintained AHT, CRD & quality