TECHNICL AND PRESALES MANAGER
VALTO INFORMATION TECHNOLOGY LLC
Total years of experience :14 years, 11 Months
• Serving as the leader for Digital Transformation/Digitalization - DMS Implementation Projects for diverse clients.
• Overseeing project implementations from a Project Management perspective.
• Collaborating with team members to identify areas where training can enhance team performance, incident resolution and customer satisfaction.
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
• Implementing automated capturing and document digitization using the bulk scanning capture tool.
• Managed and led multiple ECM/DMS & implementation projects, resulting in streamlined document management processes, improved efficiency, and cost savings for clients.
• Effectively integrating the solution with the customer's core business applications, such as Intranet Portals, ERPs, HRMS, and more.
• Develop best practices and processes for project execution and management.
• Maintaining high energy and focus when confronted with challenging tasks, offering guidance, and mentoring staff members.
• Conducted comprehensive user training sessions to ensure clients' teams can effectively use ECM/DMS systems, resulting in faster adoption and smoother transitions.
• Seved as Technical and Functional Lead for Project Implementation of ECM/DMS & Capturing Solution, which includes POC, Installation, and Configuration.
• Streamlined document workflows and business processes, reducing manual tasks, and enhancing efficiency through automation.
• Proactively assessed customer needs, recommended technical solutions, and facilitated effective communication with management, teams, and associates to ensure project delivery aligned with client requirements.
• Implemented robust security measures to safeguard sensitive documents and ensure compliance with regulatory requirements, such as GDPR and HIPAA.
• Conducted training sessions to end-users and administrators, empowering them to maximize the benefits of the ECM/DMS system.
• Continuously monitored and optimized system performance, troubleshoot issues, and implement enhancements to meet evolving business needs.
• Fostered strong client relationships through effective communication, adept project management, and the delivery of high-quality solutions aligned with organizational objectives.
• Collaborated with customers, prospects, and Sales Representatives to develop compelling and competitive business cases, focusing on ROI.
• Played a pivotal role in preparing Project Proposals, defining project scopes, estimating resources, and planning project activities.
• Provided technical responses to inquiries in Requests for Information (RFI) or Requests for Proposal (RFP).
• Offered coaching and professional development to sales associates, to enhance their product knowledge, technical proficiency, and technical sales skills.
• Providing in-person support for the IT-related issues for Wipro’s executive members such as VPs, GMs, CEO, etc.
• Managing the team of 10 engineers working on critical sites with 3500+ systems in Wipro to achieve highest SLA.
• Acted as a team lead for location engineers, offering training in various areas, including hardware, OS,
network, and applications. Provided technical and non-technical guidance to the team for addressing queries.
• Handled escalations, documented minutes of meetings (MOM), and followed up until issue resolution.
• Maintained a high level of user service for all support queries and adhered to service level agreements.
• Coordinated with vendors for warranty support, hardware spare replacements, data recovery, etc.
• Handling Antivirus Management by using Symantec Antivirus Console Management, configuring for auto-update on all primary server and desktops with latest signatures.
• Installed, configured, and troubleshooted operating system and application-related problems on various Windows platforms.
• Troubleshooting of issue with various model of laptops such as like IBM, DELL, and WIPRO WLG’s
• Performed system administration activities, security policies and monitored system performance both at software and hardware levels.
• Worked closely with management to plan several large computer hardware upgrades.
• Maintain and develop good relationships with customers through personal contact.
• Demonstrate efficiency in gathering market and customer information to enable negotiations
regarding variations in prices.
• Present the product or service favorably and in a structured, professional way in face-to-face meetings.
• Check the quantities of goods on display and in stock.
• Record sales and order information and send copies to the sales office.
• Skillfully involved in voice operations while handling customer queries and complaints over the phone.
Addressing various issues, queries, and complaints raised by customers and resolving them to their
utmost satisfaction.
• Managed escalated calls and issues for broadband connections, convinced customers, and followed up
with various teams to achieve resolutions for customer issues.
• Enforced a strict mechanism to effectively comply with TAT (Turnaround Time) and SLA (Service Level
Agreement). Demonstrated high-quality service standards and ensured strict adherence to quality
systems and procedures.
• Coordinated with cross-functional departments within the company to understand customer quality
requirements and established credibility in building relationships with major clients.