Manavi H S

Working at Vimeo since 3 years

Business Systems Analyst - Confluent

(2026-01)

• Configuration of all business rules like Automations, Triggers, Views, SLA's
• Working on workflows based on the manager's requirement on the reviews.
• Managing the Zendesk tickets via JIRA
• Handling the projects individually speaking to the stake holders.

Application Administrator - Narvar

(2025-07 - 2026-01)

• Led the configuration and customization of Zendesk settings to optimize support workflows, resulting in measurable improvements in efficiency and ticket resolution time.
• Worked on OCR configuration
• Managed and maintained user accounts and permissions across the platform, ensuring robust security and appropriate access controls.
• Developed and implemented custom Zendesk reports and dashboards to track key support metrics (e.g., response time, resolution rate), providing leadership with actionable insights.
• Executed advanced platform configuration by creating Custom Objects, Fields, Formulas, Workflows, Validation Rules, and Email Alerts to automate business processes and ensure data quality.
• Managed profiles, permission sets, governance frameworks, and data mapping documentation to maintain system integrity and compliance.
• Served as the primary escalation point for user support, efficiently troubleshooting and identifying technical issues and coordinating with the IT team for timely resolution.
• Conducted hands-on user training and developed support materials to maximize platform adoption and user proficiency.
• Participated in critical troubleshooting and data recovery processes and implemented large-scale data changes to the CRM to maintain data accuracy and system performance.

Application Administrator - Vimeo

(2021-11 - 2025-06)

• Worked as Project Lead
• Configured and customized Zendesk settings to optimize workflows
• Managed user accounts and permissions
• Developed and implemented Zendesk reports to track key metrics
• User support - troubleshooting, identifying problems and working with IT to resolve technical issues and work with users to provide proper training.
• Create Custom Objects, Fields, Formulas, Workflows, Validation Rules, Email Alerts.
• Participated in various troubleshooting processes and data recovery, implemented various data changes to CRM.
• Create profiles and permissions documentation, governance framework, data mapping, and reporting and dashboard building.

Product Support Engineer - Ola Ani Technologies

(2017-02 - 2021-11)

• Configured and customized Zendesk settings to optimize workflows
• Managed user accounts and permissions
• Developed and implemented Zendesk reports to track key metrics
• User support - troubleshooting, identifying problems and working with IT to resolve technical issues and work with users to provide proper training.
• Create Custom Objects, Fields, Formulas, Workflows, Validation Rules, Email Alerts.
• Participated in various troubleshooting process and data recovery, implemented various data changes to CRM.
• Create profiles and permissions documentation, governance framework, data mapping, and reporting and dashboard building.
• Worked on Jira, Service Now, Zendesk Guide Talk and Chat

Manager of Operations - Your Cabs

(2012-03 - 2014-09)

• Interacted with various Business user groups for gathering requirements for the implementation and documented business requirements.
• Create and maintain lead processes, sales processes, record types, page layouts, security and sharing rules to restrict access as needed.
• Provided reporting and analysis of marketing and admissions information to senior management using MS Excel.
• Handled a team of 20 agents
• Training technical aspects to the agents

Technical Lead - Microland Pvt.Ltd

(2007-07 - 2009-03)

• Handled US UK based customers for the Product like routers and Modems.
• Worked on Technical basis
• Did CCNA certification
• Handled major issues and won the nest specialists for almost 2 years every month.
• Was promoted as senior technical support - to handle the escalations.within an year.

Bachelor of Science - Computer Science - Mountain View College (2007-04)