• Resolved escalated issues by serving as subject matter expert on wide-ranging issues• Assisted the management with new bulk hiring.• Assisted in workforce management and handling a team of 15-17 employees by capacity planning, roster management and employee communication.• Performance review through coaching.• Created team reports and submitted to the management for verification.• Worked on Oracle HCM, Workday and other client ERP databases for employee and talent management• Got involved in Six Sigma project for the entire process queue• Collaborated with US stakeholders regarding process improvements• Provided documentation on troubleshooting of technical processes to support Desk staff.• Collaborated with supervisors to escalate and address customer inquiries or Technical issues.• Assisted clients in identifying issues and explained solutions to restore service and functionality.• Resolved diverse range of technical issues across multiple systems and• Applications for customers and end-users across various time zones.• Maintained and deployed standardized software packages for deployment on company systems.• Diagnosed and researched technical faults. Escalating support issues when necessary.