Handling a team of 2 SMEs and 20 Technical Sales Agents. Strategizing, Following and implementing all directives, policies, and procedures. Interfacing with internal / external clients for business requirement gathering, conducting system analysis and finalizing technical / functional specifications and high level design documents for the project. Designing and executing test plans and gap analysis to ensure that business requirements and functional specifications are tested and fulfilled; involved in pre-sales and contract negotiation. Suggesting appropriate as well as technology-based solutions for enhancing functional efficiency of the organization and achieving business excellence. Eliciting and analyzing requirements, developing Functional Specifications Documents and getting sign-off from the client and all the stakeholders. Interacting, engaging, and building relationships with clients for addressing challenging issues including strategic performance, operational transformation as well as people and organizational change. Generating and compiling reports based on findings with causes & solutions to address the same. Ensuring delivery excellence projects in compliance to the quality, time and cost parameters to meet stakeholders’ expectations further.

Joined as Technical Support Specialist(L2).Handling all kind of issues related to Windows and other software related issues.Moved to Tech Sales. Role in Tech Sales is to provide support after sales to the customer. Promoted as FTL in July 2011. Supporting a team of 15 Technical Sales specialists. Following and implementing all directives, policies, and procedures. Designing and executing test plans and gap analysis to ensure that business requirements and functional specifications are tested and fulfilled; involved in pre-sales and target negotiation. Suggesting appropriate as well as technology-based solutions for enhancing functional efficiency of the organization and achieving business excellence. Interacting, engaging, and building relationships with clients for addressing challenging issues including strategic performance, operational transformation as well as people and organizational change. Generating and compiling reports based on findings with causes & solutions to address the same. Ensuring delivery excellence projects in compliance to the quality, time and cost parameters to meet stakeholders’ expectations further

Troubleshooting Acronis backup and recovery softwares over phone, chat and e-mails.Handling installation and how to issues for all the Acronis products.Troubleshooting issues related to Windows effecting the functionality of our software.

Joined as Tech Support Associate.Chosen Senior Tech Support Associate. Role of Senior Tech Support Associate includes handling Escalations on an outbound contact and driving Customer Satisfaction Using various Technical and Negotiation Skills.Provide Feedback to L1 Agents and Coach them for better handling of Customer’s issues and assess customer’s technical needs.Have always played an Active Role in various Team building exercises (social and cultural activities) to increase motivation in the team.