ADELINE RUBINA STEPHANIE
Chennai
Summary
Seasoned Senior Technical Consultant with experience in offering strategic technical solutions and managing complex projects. Strong skills in problem-solving, communication, and leadership have been utilized to optimize operational efficiencies and boost productivity. Implemented innovative solutions that resulted in significant improvements in process efficiency. Proven track record of effectively guiding teams and delivering high-quality results within deadline-driven environments.
Overview
10
10
years of professional experience
Work History
Senior Technical Consultant
Zoho Corporation
11.2019 - Current
- Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Evaluated training procedures for customers, designing improvements and alterations based on requirements.
- Organized system infrastructure documentation and webinars.
- Delivered in-depth training, imparting knowledge of best practices for various customer infrastructures.
- Created technical responses to Requests for Quotes (RFQs) for customers.
- Interpreted complex technical requirements from RFPs and designed solution architectures that met compliance, scalability, and performance criteria.
- Mapped RFP requirements with product functionalities, integrations, and technical workflows, ensuring precise alignment between client specifications and solution design.
- Collaborated with pre-sales and engineering teams to validate technical feasibility, optimize solution design, and strengthen RFP submissions.
- Developed detailed technical responses, architecture diagrams, and compliance matrices that directly contributed to successful RFP outcomes.
- Provided high-level technical expertise to projects.
- Collaborated with client and interdepartmental peers to transform client requirements into turnkey solutions.
- Product domain handled: ITSM & ITAM ,Monitoring and Observability,Active Directory Management & Security, Endpoint Management, SIEM & PAM
Product Consultant
Freshworks Private limited
06.2019 - 11.2019
- Assisted customers with product needs and introduced new store offerings.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Technical Support Engineer
Zoho Corporation
04.2017 - 05.2019
- Company Overview: Zoho Corporation, Chennai
- Worked closely with the ADSolution Product Support and Sales.
- Streamlined process for delivering technical RFP/RFI content.
- Involved in POC's to demonstrate capabilities of the products.
- Worked with vendors to produce anticipated outcomes.
- Ensured product demonstrations fully functional and ready to address customer queries.
- Offered technical assistance in the product issues and queries.
- Zoho Corporation, Chennai
Service Desk Analyst
HCL Technologies
05.2015 - 04.2017
- To resolve the technical issues of the clients that is received in the form of incidents.
- Managed call flow and responded to technical support needs of users.
- Provided on-call support for critical issues.
- Provided base level IT support to non-technical personnel within the business.
- Used ticketing systems to manage and process actions taken.
- Have experience in addressing the issues by performing basic troubleshooting steps.
- Familiar with issues related to IT Work on issues raised by Users and if required, escalate to L3 for further investigation.
- Follow escalation procedures during outages.
- Track incidents and provide regular updates to users on request/incident status and progress and to make sure the incidents are getting resolved as per the client's SLA (Service Level Agreement).
- Work on Software Installation to the user through the SCCM.
- Created documentation to resolve user issues.
- Identified and solved technical issues with a variety of diagnostic tools.
- Responsible for initiating (Root Cause Analysis) report for tickets.
- Provided Training to New resource.
Education
Btech - Electronics & Instrumentation
Karunya University
05-2015
XII Standard -
Bethlehem Girls Higher Secondary School
04-2011
ICSE -
Nazareth Convent Girls High School
03-2009
Skills
- Technology planning
- Pre-Sales Solutioning: RFP Analysis, Requirement Mapping, and Proposal Development
- Business Process Analysis
- Strategic Planning
- Technical guidance
- Technical Writing
Timeline
Senior Technical Consultant
Zoho Corporation
11.2019 - Current
Product Consultant
Freshworks Private limited
06.2019 - 11.2019
Technical Support Engineer
Zoho Corporation
04.2017 - 05.2019
Service Desk Analyst
HCL Technologies
05.2015 - 04.2017
Btech - Electronics & Instrumentation
Karunya University
XII Standard -
Bethlehem Girls Higher Secondary School
ICSE -
Nazareth Convent Girls High School
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