SJP Signs, Inc. specializes in providing visual communication solutions to corporate and retail clients in the United States and Canada.- Working with the sales team to identify growth opportunities and nurture selected accounts. Convince customers on how we can make significant contributions to their branding and growth story. - Designed, developed and implemented an CRM system (Airtable and Appsheet) to streamline product delivery process. Set up an offshore team to support business operations with scalable resource groups to efficiently grow the company.- Implemented a new channel strategy to provide ADA code-compliance signage for commercial and public projects. Closed over $250k of business in the first full year. On target to close $0.5M business this calendar year

- Planning, designing and implementing an overall process framework to enable cloud based RightNow Ticketing System to two call center locations for over half a million customers in five languages. Improved processes and drove the enhancements for Redeem, Refunds and Online Learning Centers.- Analyzed and tracked the detailed business requirements, user stories and epics in Jira. Through the extensive collaboration and sprint meetings with Product Management, Engineering/QA, Finance, Compliance, Marketing, and Operational teams, prioritized the bug fixes and rolled out new features. Deployed the training tools to bring the staff and customer come up to speed.- Developed detailed process diagrams, process guides, policy documents, standard operating procedures, KPIs and metrics to measure process effectiveness and facilitate process improvement. Implemented scorecards for ongoing improvement for all functions and designed executive dashboards, reports and communicated the results to the department leadership teams.

- Managed a team of seven support engineers in NA and APAC Region. Worked with Operations and Engineering to successfully integrate Bugzilla with Salesforce that resulted in improved bug tracking environment at significantly lower cost. Proactively monitored the ticket submission process and identified the bottle necks, set up a testing environment to replicate customer issues in-house that resulted in faster problem resolution and improved customer satisfaction. - Created an Executive Dashboard in Salesforce to report KPI metrics to executive staff. Analyzed the reports to identify trends and process improvement opportunities and resource management. Monitored Service Level Agreements (SLAs) to ensure that Support and Technical Services commitments were being met. 
- Collaborated with multiple departments, vendors and key customers for on-time delivery of product bug-fixes, services and solutions. Facilitated the escalation process to reduce the downtime and to improve customer satisfaction.

- Managed strategic and day-to-day operations of the Technical Support, Post Sales Product Deployment and Training operations. Supported and managed relationship with a client base of more than 100 customers and consistently exceeded internal and external customer expectations.- Proactively interacted and managed the key accounts to maintain positive business relations, and to explore additional revenue opportunities. - Successively managed complex project assignments with increasing responsibilities and customer interaction. Led customer turnaround situations, deployed training programs, and on-site migrations.

- Successively managed and delivered complex project assignments with increasing responsibilities and customer interaction.Developed, deployed and managed a two-year Computer Based Training and Certification program that included designing and deploying Intellum, a SaaS Cloud Learning Management System (LMS) Service. Identified the training needs of existing customers during the release cycle and coordinated with the Sales team and Training group to deliver customized training to meet their specific requirements. 
- Product Deployment and Business Development - Worked with the customers to understand their problems, challenges and roadblocks. Provided assistance in all phases of product deployment and support. This included- Interfacing with customers to isolate and resolve product issues, distributing upgrades, patches and supported new product releases, account management and managing on-site projects to ensure the successful implementation and upgrades. Helped drive product enhancements that resulted in an improved customer experience. 
-  Developed SOP and SLA and successfully outsourced day to day support activities. Implemented processes and operational measurement metrics to measure ongoing team performance. Successfully managed a large and growing customer base at significantly reduced cost.

- Navis (acquired by Zebra Technologies) develops supply chain execution software that optimizes the flow of cargo through the global logistics network, including marine terminals, rail terminals and road-based distribution centers. Provided implementation and support of software bug patch fixes for Oracle/Unix based, C++, Pascal and J2EE based software products. - Reviewed and resolved custom application issues via web based tools e-mail and telephone. Independently handled a variety of field situations and worked with development for complex fixes. - Worked closely with client specific business logic of the Container Terminal Operations including Gate, EDI, Vessel, Yard and Rail operations.

- Khojna was a leading provider of Corporate Governance solutions to major corporations and Financial Institutions. Provided support for online corporate software application based on ASP and HTML. - Worked closely with professional services to provide initial training to new customers - Analyzed customer issues to provide proactive feedback to engineering for application updates

- S1 Corporation provides enterprise software solutions for financial organizations, including banks, credit unions, investment firms and insurance companies, on a global basis. Provided support for EBS (Electronic Banking System) software based on EWF (Electronic Workforce technology), NT, Java Script and HTML.- Diagnosed software problems and helped the customers install applications and programs. - Responsibilities included resolving network issues, writing custom scrips and providing immediate support using remote desktop connections.

- NetDynamics (acquired by Sun Microsystems) provided industry leading open platform based on Java, Corba and JavaBeans that helped businesses develop and deploy net-based applications across the enterprise. - Provided technical support to customers, including many of the Fortune-500 companies. - Researched, analyzed and resolved complex technical problems encountered during installation and operation across multiple environments (both NT and Unix) on a variety of data sources- Oracle, Sybase, Informix and MS Access.