Vendor Relationship Management: - Managing relationships with 18+ Vendors and Internal Colleagues for the smooth conduct of the project. Leading all aspects of Vendor activities including Contracts, Performance reviews, SOW (Statement of Work), Feedbacks, Trainings etc. Develop and improve end to end vendor life-cycle management processes.Measuring, monitoring and reporting on customer satisfaction and vendor performance and implementing continuous improvement strategies.Successful Transition of T&M Contract to Managed Services for the project.Business Forums and Service Desk connect: - Handling of various Business Forums to provide support for the Bank’s Enterprise applications which includes working on escalations, provide tactical workaround and parallelly working on strategic fix with Engineering and BAs along with RCA. Updating Stakeholders on the progression and informing them of any planned/unplanned outages in the system beforehand. Conducting weekly call with Service Desk for better collaboration in tickets re-assignment, knowledge sharing and feedbacks.Working closely with QA (Quality Analysis) team to identify the Audit and Compliance access related issues to reduce the risk of security. It includes identification and remediation of Control gaps in existing LAM Controls.Working with Internal and External Auditors by gathering evidence packs via multiple internal tools like ORAC, JIRA, ServiceNow, Splunk, Request, Databases, Tableau etc.Working with BA and Engineering team on Project requirement for RTB (Run the Bank) JIRAs Sprint planning. It also includes Hardening Sprint for RTB JIRAs on ad-hoc basis.Creation and Modification of Knowledge Base articles and internal SOPs and Confluence pages. This also includes review of existing articles and documentations and alteration as per business requirement.

Clifford Chance is a well-known Law Firm in UK. It provides Law services across the Globe to all major Firms e.g. HSBC, Barclays Capital, Citi Group, Bank of America, BNP Paribas etc. As a Technical Support Analyst, I have different responsibilities to handle. I have an excellent track record and have also won 4 Spark Awards in a span of 1.5 years.• Provided 2nd & 3rd Line Support to all Clifford Chance Offices globally (London, UAE, Americas, Asia & Germany etc) on Identity & Access Management and CC Connect Application.• Provided correct responses to requests for support by means of for example: making modifications to system parameters, developing work-around or site-specific enhancements, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers.• Liaised with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfill user requirements.• Creating user accounts and providing them different access for various tools such as DM5 (Document Management - Humming Bird DM), Remote Secure Access and Know-How.• Creating and Modifying AD Groups (Security Group and Distribution List), External Contacts, NT Accounts and Exchange Mailbox in Active Directory. Also, Moving Exchange Mailboxes from one to another server, when required.• Working on Blackberry Enterprise Server. Creating user accounts and account configuration as per the policy.• Management of Systems Access related issues as raised by users/other teams. Troubleshooting Active Directory related issues and provision of appropriate solutions as required.

• Performed upgrades, installation of software and drivers and essential desktoptroubleshooting.• Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates,and Group Policies.• Installing antivirus and removing viruses through removing tools.• Oversaw the investigation and resolution of hardware and software issues both remotely andover the phone.• Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.• Up-Selling Tech plan to the customers and providing technical support.

• Aided international customers with broadband connectivity.• Account provisioning; e-mail (Outlook, Outlook Express and web based e-mail).• Assisted Windows and Mac clients with e-mail implementations and reconfigurations.• Configuring and troubleshooting on the Netgear, Belkin routers and Siemens and Motorola Modems.• Configuring the DNS settings and manual IP address.• Pitching and selling broadband plans to new users.