• Gathered and aligned requirements from Jira tickets with project objectives.• Managed and monitored incoming Jira ticket resolution and team coordination within the Epicor ecosystem.• Managed Jira tickets within project deadlines.• Tested solutions for functionality and quality assurance.• Deployed changes to Epicor ERP for Jira-raised requests, ensuring seamless integration.• Maintained an overview of team-handled tickets for collaboration.• Provided timely updates to stakeholders on project statuses.• Devised solutions for various ticket types.• Escalating Jira tickets to AD (App Dev) tickets and assigning to resource available.• Conducted quality checks and informed end users via email.• Led daily stand-up calls with teams and participated in Touch Point meetings.• Led weekly meetings with the stakeholders from each company to discuss progress.

• Successfully leading and managing complex technology projects from initiation to completion, ensuring adherence to timelines, budgets, and quality standards.• Advising on technology strategies and solutions aligned with business goals. Leveraging a deep understanding of emerging technologies, industry trends and market dynamics, providing valuable insights to drive innovation, improve processes and enhance overall competitiveness.• Building strong relationships with stakeholders at all levels, including executives, business users and technical teams. Effectively communicating complex concepts and project updates, manage expectations and foster collaboration to ensure successful project delivery and client satisfaction.• Collaborating with cross-functional teams to design and implement technology solutions tailored to business requirements. From system architecture design to integration planning and user acceptance testing, ensuring seamless adoption and integration of technology solutions.• Identifying potential risks and developing proactive strategies to mitigate them. Conduct comprehensive risk assessments, create contingency plans and monitor project progress to minimize disruptions and ensure smooth project execution.• Embracing a continuous improvement mindset, proactively seeking opportunities to optimize processes, enhance performances, and deliver ongoing value to clients.

• Logged and managed Incidents and Service Requests using ServiceNow.• Communicated actively with customers via Email, Chat, or Call to update on progress.• Assisted customers with E-Commerce website configuration and features.• Created weekly Knowledge base articles.• Modified HTML, CSS, and investigated XML files to meet customer requirements.• Utilized Microsoft Database Server for querying datasets and verifying configurations.• Troubleshot integration issues between E-Commerce website and ERP Products.

• Resolved end user issues remotely.• Addressed application, wireless, folder, and file access problems.• Managed Outlook, Lync, printer, virus, and domain-related issues.• Identified and escalated urgent situations.• Handled account lockouts, password resets, and Active Directory access.• Documented and tracked all requests in incident management system.