TASNEEM NALAWALA

• Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting effort.
• Collaborated with cross-functional teams to implement service desk best practices, improving operational efficiency.
• Managed ticketing system for incident tracking, prioritizing tasks to align with business needs and user expectations.
• Analyzed recurring issues to develop knowledge base articles, streamlining issue resolution processes for users.
• Improved client relationships through consistent communication, providing status updates on ongoing issues and resolutions.

• Maintain a strong knowledge of current and emerging products, services, and industry trends.
• Develop and present proposals to meet customer needs.
• Negotiate sales contracts and handle client concerns or objections.
• Attend industry events, conferences, and trainings to stay updated on the latest industry trends

• Provide IT support to all EXPO Employees, Consultant via phone call, email, and through remote connection.
• Investigate and resolve application related issues along with all other IT issues reported in EXPO.
• Excellent Communication Skills and Teamwork
• Logging issue/Request to Manage Engine and provide first level investigation and escalate to the L2 Team.
• Concentrate on providing First Call Resolution (FCR).
• Assist the end users remotely to install and upgrade the software.
• Hand on experience with Jira and confluence to provide the access to the end users.
• Hands on experience with multiple applications like Active Directory, MFA, Share point etc.

• Highlighting the benefits of the companies’ ERP software products and services.
• Arranging for software demonstrations for customers.
• Identified traditional online and social advertising and marketing opportunities.
• Demonstrated exceptional sales ability and strong interpersonal skills with a persuasive, positive, and confident approach.
• Following the sales process from start through to close.

· Install, support and monitor of IT equipment on Venues desktops, laptops, tablets, mobile · devices etc.

· Provide IT and Network support services to local and remote users on competition and non- · competition venues during Special Olympics Abu Dhabi 2019 world games.

· Working within the agreed SLA's while following the Games operational procedures and

processes, managing many open cases at one time according to ITIL best practices.

• Assisting clients to configure and integrate their platform with the Plivo Understanding customer's requirement and workflow and suggesting integration solutions with Plivo Cloud API.
• Mediator between the Support team and the other teams in the organization.
• Technical Account Engineer for Tier-1 enterprise customers like Zomato, Callrail, Practo, Kixie, Callhippo, Calltrackingmetrics,etc.
• Coordinate between Pre-sales, Engineering, Operations and Telecom teams to make sure all issues raised by enterprise accounts are closed within agreed SLA.

• Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification system for Clients.
• Engaging support as needed to ensure SLA demands are met Maintain and keep track of all the process documents on the notes database and update in a timely manner.
• Working with the Queue management team by ensuring all the incidents are assigned to the proper resolver group.
• Consumer level technical support of Windows, Office Outlook Issues and Internet Connectivity
• Provide Support to the users at any location remotely for PC configurations, printers, applications, email, etc