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.
