Sandy S Email & Phone Number

Wellington, Wellington Region, New Zealand

Auckland, New Zealand

Hamilton, Waikato, New Zealand

Hamilton, Waikato, New Zealand

India

Own all cases that have been assigned up through resolution, or to approved escalation.Proactively engage clients to gather all information needed to resolve the case, or to gather requirements needed forEnhancements or Task AssignmentsReview and track all cases and Product Management, Production SaaS, and R&D tickets for updates, questions, correcttype assignment, SLA delivery, etc.Proactively communicate updates with clients regarding all open cases, such as updates from Product Management, ornotification when a fix is available and has passed internal testingAnalyze reported defects to confirm intended versus actual functionality, and with Tier 3, Product Management and R&Dto understand intended design and functionAnalyze confirmed defects to determine breadth of issue (does this occur in multiple product areas, impact multiplecustomers), whether functionality previously worked (and if so, when it last did so), and impact to both reporting and othercustomers (to properly set priority)Take lead on testing all defect fixes for owned casesTake lead starting the requirement gathering process for cases that will involve change managementContribute to the client facing online Knowledge Base on a regular basis, and update out of date solutions to provideclients with a valuable self-service platform to use before engaging Customer Care resourcesInteracted with client and interdepartmental staff to turn client requirements and transform into turnkey solutions

Chandigarh, India

Ind

Coordinated installation of updated computer programs and systems. Troubleshot and resolved problems with programsand systems. Expanded systems with new features and structural components.Trained end-users in best practices to minimize errors and protect key data.Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.Documented repair processes and helped streamline procedures for future technical support actions.Maintained records, logs and lifecycle documentation of work requests.Devised incisive workarounds and resolutions for Technical problems.Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.Resolved record-breaking backlog of support tickets following major system malfunction within 4 days.Integrated new technologies to meet area requirements.Provide timely and regular communication to customers on open cases, not letting cases remain in progress without anupdate for more than 2 days at a time.Expedite in all product modules, starting with purchasing, then moving to invoicing, reporting and other modules perperformance plan.Maximized information sharing by optimizing interface linking different computer systems.Expanded systems with new features and structural components.Troubleshot and resolved problems with programs and systems.Assisted sales force with information for customer presentations.Coordinated installation of updated computer programs and systems.Updated project manager twice weekly regarding status of platform migration project.Formulated and designed computer systems using data modeling, information engineering and structured analysis.Observed staff to study daily tasks regarding information processing and performance to better understand businesssystem needs.Crafted diagrams and flowcharts outlining logical operational steps

India

Assisted IT and information system planning, execution and management to improve operational effectiveness. Reviewed technology update proposals and status reports to address company challenges and issues. Collaborated with Technical Consultants and lead Consultants to draft customized IT deployment communication androadmaps. Evaluated benefits for each caller to determine service needs and address concerns. Conducted project reviews based on organizational principles, policies and practices. Connected with customers on calls bi-weekly to relate any system changes and integrate customer feedback intoimprovement processes. Achieved client vision and objectives through effective strategy development and execution in coordination withmanagement teams. Supported IT application development, application support, system integration and system administration projects. Streamlined established processes by implementing client and employee feedback. Delivered consistent and quality mentoring, training and onboarding for teams of contractors and staff members.

Chandigarh Area, India

Provide Telephonic, IT Technical Support to users worldwide, Majorly fromthe US, UK, AUSTRALIA, and NZ. Support hardware, software issues incomputers, printers, routers, etc.

Post Graduate Diploma In Applied Imformatics, Computer/Information Technology Administration And Management

Activities and Societies: Management of Information System, system analyst, Project Management, Big Data and data science

Bachelor Of Commerce - Bcom