Partner Support Specialist Resume
LOG IN OR REGISTER TO CONTACT ME
This button will open the login/register page in a new tab. After logging in, come back to this page and refresh your browser.
Resume:
SUMMARY :
- Principal Software Engineer with years of experience in IT Service Operations & Service Delivery, strong understanding of handling Sellers/Clients/Suppliers in Market place
- Managing all the technical aspects of a company’s relationship with its clients
- Support day-to-day business operation in terms of planning and coordination with other units
- Good understanding of online retail business and hands on experience in supporting TESCO DIRECT a British multinationalgrocery and general merchandise retailer website.
- Strong experience working with more than online Seller/ Suppliers across U.K and well versed in stake holder management
- Good understanding of Ecommerce platform architecture, product, price and order management systems
- Good Analytical skills and a positive attitude to learn new concepts/technologies
- Sportive, energetic and excellent team player
- Self-starter with entrepreneur and can-do attitude
- Extensive knowledge in ITIL concepts and understanding of the business and how IT contributes to the delivery of products or services to meet customer needs
TECHNOLOGY KNOWLEDGE AND EXPERTISE:
- SQL, RDBMS
- Good hands on experience in advanced excel
- E-commerce applications known – PIM, OMS and ATG CSC
- Proven ability to communicate with all levels of personnel, both verbally and in writing
- Negotiating and facilitation skills
- Client service oriented
- Expertise in Incident, problem & change management process
- ITIL Foundation Training
INDUSTRIAL CERTIFICATION
- Advanced Diploma in E Commerce - NIIT, Bangalore
ACADEMIC CERTIFICATION
- Master of Commerce, from Karnataka State Open University – Mysore University.
- Bachelor of Commerce, from N.M.K.R.V. College, Bangalore.
EXPERIENCE SUMMARY
Principal Software Engineer, TESCO Feb – Oct
Direct General Merchandising Online (GMO) - Technical Account Management (TAM)
GMO is the online business of TESCO is a British multinational grocery and general merchandise retailer with headquarters in Welwyn Garden City, Hertfordshire, England, United Kingdom mainly deals with non-food. Tesco Direct is the online non-food website and a platform for over odd Sellers & suppliers to sell their products to customers across the UK.
TAM was formed to provide dedicated support to all Sellers & suppliers trading on the Tesco Direct website with their technical issues.
They are part of the existing Tesco IT Service structure and have been integrated into established incident management and change management processes.
TAM represents sellers/ suppliers across Tesco IT in all forums to ensure that incidents and issues are resolved within acceptable timescales and that Tesco changes and releases do not have a knock on impact on their business.
The team is based in the UK (Welwyn Garden City) and India (Bangalore).
Responsibilities:
- Handling the team in day to day operations and conducting huddles / daily catch up
- Represent the team in review meetings within / outside the organization like stake holders, Sellers / Suppliers
- Frequently conduct and coordinate tactical operations reviews with internal teams
- Registering (on-boarding) Sellers/ Suppliers which acts as a gateway to get their products through feeds online.
- Provide business, technical, and product knowledge in support of post onboarding activities in order to ensure Seller satisfaction
- Liase with the product development teams in order to customize products for individual Sellers
- Act as the middle-man to support organization so as to ensure client escalations are resolved in due time
- Creating knowledge base articles on any new issue that was reported as I was part of the pilot batch
- Educate Sellers on how existing and new product features and functionality work, and how it can contribute to their business growth
- Address product related questions and technical challenges
- Provide technical assistance to Sellers/ Suppliers with regards to pricing, promotion, product set up, inventory and order related issues
- Liaising with the networks team in configuring IP address for Seller/ Suppliers to ensure connectivity to Tesco’s systems
- Configuring various backend systems and doing end to end testing by creating products, orders on Sellers behalf
- Ensure the SFTP servers are available at any point of time for partners to drop feeds by monitoring alerts and raise high priority incidents and do the st level investigation
- Keep stake holders and partners informed during planned or unplanned outage
- Accurately replicate, identify, and document defects in flow of products with appropriate tracking system
- Regular communications to stakeholders on major incidents until closure
- Track recurring incidents by providing details of the incident to the engineering team for permanent fix.
Achievements :
- Moved from Engineer to Team Leader and handled the team of members
- Managed situation stakeholders while facilitating the support team towards resolving the situation within the service level agreement (SLA).
- Superior Client/Partner satisfaction through consistent management of tasks
- Won internal awards for best performance, dedication and commitment during peak time.
M/S Convergys India Service PVT Ltd. Mar – Aug
Designation - Sr. Technical Officer.
Environment - Microsoft Windows XP
Duration - Years.
Responsibilities :
- Installing and Configuring Microsoft Operating System, Troubleshooting.
- Troubleshooting internet and network issues.
- Providing Floor support for new agents on the floor.
- Represented Team in HR meetings and Operations.
- Conducted Team meetings and Huddle Sessions for new Team Members.
M/S Convergys India Service PVT Ltd. Aug – Feb
Designation - Sr. Tehcnical Support Officer.
Environment - Mozy online backup service.
Duration - months
Responsibilities
- Installation and configuration of Mozy Client Software.
- Troubleshooting the installation and configuration issue.
Achievements :
- Was awarded with Best Performer of the team & Best Customer Satisfaction scores.
- Worked as acting team leader for members in a team.
- Worked as mentor for newly joined agents.
- Taking escalated calls and providing best service to customer.
M/s Masturlal Pvt. Ltd., Mar – Mar
Designation - Accountant
Duration - Years
Responsibilities
- Records of bills receivables and bills payables.
- Preparing Bank Reconciliation Statement.
- Assistance to Auditors.
- Maintaining bank transactions.
PERSONAL DETAILS
Contact Address : NE TH PL Apt Bellevue Washington
Gender : Female
Hobbies : Cooking, Craft - Ceramic Work, Gardening
Languages known : English, Kannada, Hindi, Tamil & Telugu
Marital Status : Married
