Change Manager Application Group: Analyze, Review & Approves changes of moderate risk/impact and less for all Application Segments which includes, Manufacturing, Services, Order Management, DCS & EBIAFacilitate CAB meetings Act as Queue Manager and delegate changes to team members based on their availability & Bandwidth.Providing Support on MIM calls on Change Process and work on expedite change requests if necessarySupport Project Mangers on Release & Non Release changes Promotes correct process use within IT and Business points of contactPOC for the Change Advisory Board (CAB) & for changes, evangelization and education for IT segments POC for Change Practitioners within an IT segment and provide Change management trainings for new Project managers and New team members in Change & release teams.Point of escalation for high risk/impact changes within an IT segment to the Change Advisory Board (CAB) Identifies process improvement opportunities to the Process Owner (PO), and submit demand in supporting tool to Completes BRD(s), as required o Performs UAT and regression testing Tools/Applications – Remedy, Service now, TFS, Change point

Release Manager Order Management Segment: Fully Understand Release Scope to provide appropriate level of support Maintain Communication & Release Milestone compliance with all stakeholders throughout release lifecycle Coordinate release activities with other applications and cross functional IT teams (security, infrastructure, MW, etc..) Facilitate Resolution of application team and cross team issues affecting release timeline or quality Ensure Environment Readiness and Availability for each release phase Document, Coordinate & Execute Release Deployment Plans Follow RFC process with accuracy and obtain Change Management/CAB approvals Ensure Release Notes are completed, published, and communicated Facilitate Post Implementation Reviews (PIRs) with application teams, including metrics reporting & Facilitate OSR Calls

Project Coordinator: Assists community of Project Managers to support them in managing all aspects of IT Project, Program and Portfolio activity, including collaborating and coordinating across all IT and business segments.Effectively and proactively support PM’s and Managers, providing the requested services according to the expected quality, service level, and market best practicesChange & Release Coordinator: Assisting Project Managers with Change Requests in Creating, planning Scheduling and Executing the changes needed for the projects and programs.Coordinating with Change Management, Project Management teams & Release management team and to ensure Changes are executed as per scheduled and are implemented as planned.

Incident Management : First and Primary Point of Contact for Class 1, Class2 & Class 3 tools used by Global Sales and Services agents.Detect, Mitigate and Resolve every issue (Tool/Content & Marketing/Telecom related) that impacts the ability of an agent to serve Dell’s customersEngaging Application Support Teams and involve all the related teams (MIM, IT, etc.) – escalate appropriately in case the priority needs to be increased to High/Critical and to send Communications to Stakeholders on the progression of the issue.Work with Business and Support teams on the Group Chat/MIM-IT Bridge/Calls and continue the engagement till the issue is reported as resolved – by all users from all reported regions and send proper communication to the stake holders and keep us updated on the status of the issues on a timely basis.Application/Tools: IDD,GII,USP, Delta ( All applications used by Sales , Services, Care & Tech support)Call Center Management : Ensure calls routed as per allocated plan (ICM Allocator)Proper Routing programming in place to ensure sites and closed hours/days observedEnsuring the appropriate skilling of associates at the start of the dayOperations Management : Intraday Monitoring of the respective queues to ensure execution to planAlert and coordinate with SMEs wherever deviations observeReal Time Queue Monitoring (Apex Informiam and Avaya CMS tools)

Sales Management : Part of Online sales team, Getting the Online orders processed on Credit Card as well as On Dell Financial ServicesEducate new hires about the process, product knowledge and provide regular guidance to help them to achieve targets.Maintained CA Online Mail box in replying to customer emails and to provide them with the solutions for their QueriesPart of Dell Financial services, Ensure to get personal documentation from customer and work with Credit Department for Approvals and to sell Dell products to Online Customers on FinancingTo maintain and document Direct Reports (Order Pool Updates, Number of Orders processed, Close Reports, Cancellation Reports)Part of Cold Fusion Team, which involved in providing after-sales support services to the customers and up selling Internet Service Provider, warranty, video cards, processors etc.Part of Fraud and Prevention Team , which involved in calling the Credit Card company to verify & Confirm Customer Credit Card Information.Specialized in Inbound selling of Laptops, Desktops, TVs, Plasma, Printers and all software & peripherals products to Home and Business customers in Canada.Tool/Applications: CA DOMS, Helix, Order Broker, Yoda