Aakash Raj
Bengaluru
Summary
Dedicated Technical Support Engineer with expertise in SAP Concur administration and customer success management. Known for analytical thinking and effective issue resolution, contributing to system upgrades and seamless client communication to drive satisfaction and operational efficiency.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
SAP Concur
Bangalore
10.2022 - Current
- Enhanced User Experience: Provided technical support for SAP Concur software delivery, ensuring optimal user experience.
- SAP Concur Spend Model: Configured, implemented, and troubleshot SAP Concur Spend Model within the user interface.
- Cross-Functional Collaboration: Worked with various teams to resolve system-related challenges efficiently.
- System Upgrades and Testing: Assisted in system upgrades and conducted testing to ensure functionality post-implementation.
- Remote Issue Diagnosis: Utilized remote desktop software to diagnose customer issues across multiple networks.
- Root Cause Analysis: Performed root cause analysis for technical issues and implemented corrective actions.
- Client Communication: Facilitated communication between client implementation and research development teams for bug fixes.
- Customization and Integration: Addressed client cases involving customization and NetSuite integration, focusing on improvements.
- Subject Matter Expertise (SME): Served as SME for login and authentication, including Single Sign-On (SSO) with Identity Providers like Entra, Okta, SAP IAS, and ADFS.
- Client Case Management: Handled client cases addressing extract customization and NetSuite integration, including issue resolution and enhancement requests.
- Integration Development and Maintenance: Developed and maintained NetSuite integration with the SAP Concur application.
- Client Support: Provided support to client development teams throughout all phases of application implementation.
- Product Management: Handled product coordination and management to ensure project success.
- Knowledge Base Development: Created knowledge base articles and assisted in developing training videos and materials.
- Client Support Management: Extensively managed client support and implementation activities.
- Team Strategy: Contributed to the strategizing of team processes and best practices.
- Project Coordination: Acted as a project initiator, handling task allocation and scheduling to ensure efficient project delivery.
- Team Collaboration: Worked collaboratively in a team environment to achieve common goals.
- Training and Onboarding: Trained new joiners on KCS (Knowledge-Centered Service) practices to achieve KCS Publisher status and adherence to KCS behaviors.
Associate System Engineer
Tata Consultancy Services
Bangalore
11.2020 - 09.2022
- SAP Concur Administration: Provided comprehensive administrative support for SAP Concur to ensure smooth system operations.
- User Management: Managed user permissions and role assignments to maintain security and access control.
- Issue Resolution: Troubleshot client issues and assisted with ticket resolution to ensure timely support.
- Risk Mitigation: Developed and implemented strategies to mitigate risks associated with deployment activities through Jira change management.
- Progress Monitoring: Utilized Jira to monitor project progress and ensure timely completion of tasks.
- Project Coordination: Coordinated projects to prevent client escalations during various SAP releases, ensuring seamless deployments
- Created technical documentation for user guides and system specifications.
Education
Bachelor of Engineering Technology - Mechatronics
Kalinga Institute of Industrial Technology
Bhubaneshwar,IN 06-2020
Skills
- SAP Concur administration
- Cross-functional collaboration
- Client communication
- Customer success management
- Technical support
- User training
- Customer service
- Training material development
- Mobile device management
- System administration
- Analytical thinking
Software Proficiency
- SAP Concur
- SalesForce
- ServiceNow
Timeline
Technical Support Engineer
SAP Concur
10.2022 - Current
Associate System Engineer
Tata Consultancy Services
11.2020 - 09.2022
Bachelor of Engineering Technology - Mechatronics
Kalinga Institute of Industrial Technology