Sulfeekar Bba Ca

To work on challenging assignment in a progressive organization that would leverage technical experience to the fullest potential and align growth with the growth of the organization

Senior Technical Support at Genpact (2023-03 – Present)

Technical Support for dealership management systems (DMS) to dealers and vendors.

• Provide technical support for dealership management systems (DMS) to dealers and vendors.
• Utilize SQL (DBeaver) to extract, analyze, and interpret database logs to assist in resolving technical issues.
• Manage and track support tickets using JIRA and Salesforce, ensuring timely resolution within Service Level Agreements (SLAs).
• Conduct API testing with Postman to validate integrations and troubleshoot data flow errors between vendor systems and DMS applications.
• Use the company's internal tool IA to extract, analyze, and verify critical dealership data for troubleshooting and reporting purposes.
• Collaborate with internal development and escalation teams to resolve software bugs, performance issues, and integration failures.
• Maintain documentation of technical solutions, standard operating procedures, and known issues to support continuous improvement efforts.
• Ensure high standards of customer satisfaction by focusing on First Call Resolution (FCR), low Average Handling Time (AHT), and detailed follow-ups.
• Provide user training and guidance to dealership staff on DMS functionalities, software updates, and best practices.

Senior Process Associate at Verity Global Solutions LLC (2021-09 – 2023-02)

Desktop IT Support - Application and Infrastructure support with focus on maintaining high quality levels in operations.

• Worked in Application and Infrastructure support
• Adept in maintaining high quality levels in operations and ensuring adherence to all quality parameters and procedures as per norms
• Generation and reconciliation of reports
• Provide solution to client queries
• Handling queries in efficient way and increase productivity
• Investigate and resolved customer complaints to faster satisfaction
• Understanding customer needs at the basic level of IT related issues within business scopes.

Senior Process Associate at Cognizant technology solutions (2016-09 – 2019-06)

US mortgage process - IT Support and Client Support

• Generation and reconciliation of reports Providing solution to client queries related to process Optimization of process and focus on consistent improvement
• Understanding customer's needs in base level of IT related issues
• Identified modifications to processes and procedures that would promote better efficiency.
• Assessed products or services to evaluate conformance with quality standards.

Senior Process Associate at Cognizant technology solutions (2020-07 – 2021-03)

US mortgage process - Data Transactions & Client support

• Worked on Mortgage process for lending US Company Met month-end reporting objectives and deadlines.
• Identified and resolved process issues to drive optimal workflow and business growth.

BBA in Business Administration And Management – Kongunadu College of Arts And Science (2013-05 – 2016-05)