- Handle Sales, Marketing, Customer Success business use cases, and technology concerns.- Enable business units to achieve their automation requirements- Develop, implement, and maintain process improvement projects using Workato's integration platform and drive end-to-end automation for the business.eg. AI implementation and API Integrations.- Work closely with other departments to provide guidance, technical assistance, and support so the business units can ensure all deliverables, BAUs, and other concerns are addressed. - Administrator role for the company's internal systems like Salesforce, Outreach, ZoomInfo, etc.

• Customer priority. Here in Workato, we always place them first.• First line of customer support• Provide technical assistance in resolving or addressing our customer's integration/automation issues or concerns.• Ensuring all issues are being taken care of and providing updates to our customers promptly if needed.

Part of the Tier 2 Specialists team that supports Citibank Client that provides more in-depth technical support within North America, ASIA, EMEA Countries and LATAM regions. Our main task for this roles was the following:-We Prioritizes critical issues by managing warm transfer calls to deliver immediate assistance to our clients. -Resolving or coordinating the issues reported by our clients.- Ensuring issues are addressed and properly followed-up, tracked, coordinated and escalated with in the provided service level agreement.- Supporting Citi Applications, Microsoft Office Applications, Microsoft Exchange Server, Cloud desktop, Virtual Desktop, Horizon Desktop, Desktop Hardware, Network, Avaya / Cisco Telephony, BlackBerry Apps and Many other technical issuesProjects for process Improvement: Virtual Desktop Infrastructure refresher training for quality calls and DSAT prevention - Conducted VDI refresher trainings with the objective of improving VDI call and issue handling for ensuring we provide excellent customer service Invalid Ticket Macro Excel File- Contributed in developing Excel Macro File which is used for Invalid Ticket Scrubbing.It is useful for tracking and coordinating Invalid tickets for RCA and reporting.

Started career in IBM as Outage focal where we provided Technical Support for Fluor Corp. clients.We are in charge of handling high-severity tickets, coordinating with IBM and Client resolver teams specially for outage issues affecting multiple customers for further investigation and faster resolution.Providing urgent support to VIP users that calls in the urgent hotline.Responsible in updating the Interactive voice response system (IVR) and Bulletin Board to notify all the clients calling in our Help Desk hotline and all resolver teams about the ongoing Severity issues.Provides extensive back-up assistance to Phone, Email and Request Incident support agents if needed.Ensuring all Incident tickets are followed-up, updated, tracked and properly escalated.Providing back-up assistance to Subject Matter Experts in Service Level Agreement scrubbing and acting as Office in Charge when necessary. Projects for Process Improvement- Miss-handled Ticket Review Provided root-cause analysis of the tickets of the team with the goal of identifying the opportunities to provide better incident resolution and process knowledge for the team. - Quick notes template tool Developed Macro Automation Notepad++ tool which enables, template automation per issues which is a useful ticketing tool for quick and organized ticket documentation.

Responsible for the company’s building and equipment maintenance projects which includes Telephony and LAN connection, electrical, metal fabrication, carpentry, painting works, etc..I was in-charge of the following tasks:- Maintenance Project planning and Manpower deployment- Monthly Maintenance Department Report- Budget and cost analysis for project materials