• Manage and drive projects as a Scrum Master in Agile Framework.• Manage monthly budgets to ensure work done is in line to SOW and within the projected cost.• Do Long Range planning to identify Engagement priorities and plan work accordingly• Provide Monthly and Quarterly Business reviews. • Run weekly internal and external calls to ensure the sprints are planned and resourcing is done in line to work projected.• Work closely with Sales, Billing, and Engineering team to provide top notch customer service to Rackspace customers.

- Implement the Yardi suite of software products by assisting clients with system implementation, training, and technical support- Research, analyze and resolve hosted and cloud-based application issues- Perform data mapping and conversions. Administer, update client's SQL database- Perform system and business process reviews and makes recommendations on best practices.- Lead Projects to move clients from one software version to another, involving Business Reviews, Training sessions, implementation, data conversion, data mapping, Database Configuration, post conversion handing over client to support teams- Understand client's business requirement and manage their Database accordingly.- Work on a regular basis with internal resource teams to include accelerated sales.

- Identified client needs, customized, and recommended appropriate hardware for Compute, Storage and network solutions.- Developed and delivered post incident reports on all critical support incidents, developed and maintained customer support plans and relationships.- Used complex analytical skills to recognize trends and improve performance in order to assist account teams and client objectives.- Communicated with the client through regular meetings/conference calls to review service quality, infrastructure requirements, system capacity, and maintain and drive mutually agreed project plans and issues lists.- Assisted in coordinating the completion of regulated compliance assessments, software/hardware upgrades, multiple product migrations- Demonstrated operational excellence and mentored new employees for Account Management roles.

- Mentored a team of 12-15 Technical associates.- Coached and trained new associates on operational processes.- Ensured team met operational targets and retain high Net Promoter Score.- Helped associates with complex technical issues and escalation handling.- Led key projects to improve client experience and response time to logged incidents.- Provided step-by-step troubleshooting support, both written and verbal- Resolved technical issues related to MS Windows, Linux, VMware hypervisors and installed applications.- Helped clients with application configuration and networking issues.- Installed software updates and vulnerability patches on servers, storage devices to prevent possible threats from penetrating networks.

- Provided hardware and software assistance to US customers and clients- Troubleshot Dell laptops, desktops, printers and wireless network issues- Processed and logged incoming calls into the CRM system- Managed Database of International customers and their accounts and transfer the database from one country to another if they moved internationally