Currently working as a hands-on Service Delivery & Support Manager, providing a high quality operational and technical application and systems support to customers and internal business functions. Owner of Incident, Problem, Change & Release Management processes, working towards achieving company's objectives. Minimising the adverse impact of Incidents and Problems on the business and preventing re-occurrence of Incidents. Engaged in project deployment, client training, existing client upgrades and new client installations. Respond and resolve production issues escalated by monitoring systems or clients within agreed SLAs. Excellent client management skills with experience of software support, bespoke applications, SQL, Octopus Deploy, working with Citrix and remote servers, working with Service Desk tools - Jira Service Desk/Service Now, APIs and understanding of 3-tier architecture & Web Services Support. ITIL V3 certified. Also, Worked as a Software Test Analyst, from July 2017 until Aug 2018, analysing business requirements and working with BAs & the Development team for identifying the functional & non-functional requirements for Intersoft’s web-based delivery management software. Conducted cross browser testing of the application on different browser versions (IE, Chrome, Safari & Firefox). Was involved in Functional testing, UAT, SIT and Regression testing. Also, actively participated in smoke and ad-hoc testing during SIT phase, API testing & Integrations Testing & subsequently moved to the role of an Application Support Engineer because of the past customer facing experience. Within a span of 5 years got promoted to Application Support Lead, Support Manager & then to the current position of Service Delivery & Support Manager, managing a team of Application Support & Service analysts.

Sales Agent for ZEP Industrial Chemicals & Distributor for Book People, retailing quality books & gift items in Greater London.

Worked with various small & medium sized companies including an IT Broker and a Central London based IT Support Services company. Gained exposure to the business environment in UK. During this period, I was involved in the sales of IT Support Services & also international trade (sales & purchase) of Networking products across US, Africa, Middle East, Far East and European markets.

• Instrumental in the launch of Airtel Telecom services in Ahmedabad, India. Rolled out 32 Stores. Recruited, managed & trained a team of 25 on-rolls & 75 off-rolls employees. Responsible for retail, channel & direct sales, customer service, collections & retention functions with over 60% of the time spent on new business generation. Sold at Director/CEO level. Started as a Sales Manager & subsequently got promoted to Branch Manager & then Head-Corporate Sales. Worked alongside VP Sales & Marketing & CEO for formulating sales strategies, AOP creation (agreeing target market, nett additions & revenue targets, development of the value proposition & new towns roll out plans)• Overall Performance – generated sales of 50000 nett customer additions with a revenue of £18M over 4 years

• Responsible for driving and promoting Hardware, Software & Networking products of HP, IBM, Compaq, 3COM, Nortel, Microsoft, Seagate, Lucent, Samsung, Epson, LG, Intel, Xerox, Panasonic & Brother through over 250 resellers. Was responsible for achievement of Branch desired sales target of over £12M year on year, management of a team of dealer managers & executives, dealer development & overall branch administration. Directly handled top 20 resellers of the branch contributing almost 40% of the branch revenues.• Handled company’s branch operations in 4 different branches in different states of India, starting with a small branch in the first year. • Ensured more than 40% market share year on year, for the company for all vendor products lines in a multiple (8) distributor scenario.• Overall Sales Performance – generated £54M over 5 years