• Engaged with clients to understand their business objectives, challenges, and assess existing IT needs.• Provided expert advice and recommendations on IT strategies, solutions, and technologies. Collaborate with clients to define project scopes, goals, and deliverables.• Developed comprehensive IT strategies and Identified opportunities to enhance efficiency, productivity, and competitiveness• Created roadmaps and implementation plans for IT initiatives, including system upgrades, migrations, and integrations.• Recommended appropriate hardware, software, and networking solutions to meet clients' requirements along with Creation of detailed system specifications, workflows, and diagrams to guide implementation.• Coordinated and collaborated with cross-functional teams, including developers, engineers, and vendors. Monitored project progress, identified risks, and implemented mitigation strategies.• Provided user training and support during system rollouts and transitions. Conducted post-implementation reviews to assess the effectiveness and impact of IT solutions. • Developed and implemented data protection and disaster recovery plans along with compliance with relevant industry standards, regulations, and best practices. Implemented security measures, such as firewalls, encryption, and access controls. • Provide technical support and troubleshooting assistance to clients with, diagnosis and resolution for hardware, software, and network issues.• Offered guidance on system optimization, performance tuning, and software updates.• Created documentation and knowledge resources for end-users.• Attend conferences, workshops, and training programs to enhance knowledge and skills along with Seeking professional certifications to validate expertise and credibility.

Handling all the IT related operations of the clients that includes desktop support and server support. • Installation, Configuration and Upgradation of Windows Operating systems including firmware updating, Health Checks. • Expertise in Office 365 administration and end user support• Installed and configured android players as part of Display Signage projects• Configuration of Apple computers and installation of software on Macintosh machines.• Installation and configuration of thermal printers for use with Scanning and Kiosks from Zebra, NCR, Epson and Fujistu. • Setup configuration, and troubleshooting printers, Print Server, and other network devices, Remote Desktop • Setup of Switches, Access points, and Firewalls for clients

• Provided first-level technical support to customers via phone, email, chat, and ticketing system.• Assisted customers with domain registration, DNS configuration, web hosting setup, and other related services.• Troubleshot and resolved customer inquiries and technical issues promptly and effectively.• Documented and maintained accurate records of customer interactions and technical solutions.• Collaborated with cross-functional teams to escalate and resolved complex technical problems.• Guided customers in utilizing website builders, content management systems, and e-commerce platforms.• Educated customers on best practices for managing their online presence and improving website performance.

Self employed with Online Retail business over various platforms like eBay.in, PayTM.com, Flipkart.com and Amazon.in.• Product & Market Research• Product Listing• SEO based product content• Customer Feedback

• Deployment of Ticketing Tool, based on process, capturing key behavioral data,customer demographics, helping in suggesting cross sell products to increase sales.• Helping in creation of collateral like E-Shop website by providing content and description of products• Online eCommerce Shop Management• Introduction of cross sell products• Affiliations with New vendors to lower costs of purchases• Managed Operations on the floor with a team of 2 Team Leaders and 20 Agents never missing targetedsales in the assigned period.• Created a team of Callback agents to get quality C-Sat and Upsell opportunities reducing refund orchargeback.

• Responsible for starting automated / trigger based emails - working in tandem with the software team.• Responsible for campaigns to Increase brand value, top of mind recall, customer engagement andsatisfaction.• Analysis of customer life cycle triggers• Approval of content for emails• Email design approval• Testing of emails, subject lines.• New products creation to increase reach, for cross-sell by analyzing vendors.• Creation of collateral like E-Shop website and mailers with triggers for automated emails.• Online eShop Content and Campaigns• Started outbound dialing process with specifically designed targeted audiences for better customerretention• Analysis of subscriber behavior and profiling into specific data packets using Recency FrequencyMonetary value.• Imparted training to agents• Worked with the software team to improve existing process by implementing changes to the CRM likeCase capture / History capture

• Working in tandem with Database team to extract raw data from in house CRM and analyzing to extractinsight for creation of campaigns• Extracting insights through data segmentation for better understanding customer behavior & buildmarketing plans• Creation of multiple campaigns for customer engagement through email marketing to increase Upsell / Cross sell and customer retention• Worked with Content Team & Creative Design Team to get desired results for emails giving first levelof approval including development of collaterals, website and strategy to support the same• Manage execution of proposed plans using various ESPs like Cheetah Mail & Real Magnet• Testing key email metrics like Subject Line, Open Rate & Click Through Rate for desired results• Analyzing performance by creating reports of email marketing• Trained agents for created opportunities• Drafting new process using MS Visio

• Established and monitored customer service standards by employing recognized and comprehensivebenchmarks.• Responded to disruptive events using crisis management techniques to offer corrective solutions andmaximize customer satisfaction.• Maintained financial accounts by processing customer adjustments.• Maintained consistent communication with leadership team to manage customer service effectivenessby monitoring performance and assessing metrics