Aditya Thakur

Managed and directed a team of 20 resources, including 2 Team Mentors, ensuring effective collaboration and achieving project milestones.
- Extensive expertise in contact center tools, including JIRA, FileZilla, WINSCP, SQL Server enhancing overall communication infrastructure.
- Demonstrated exceptional customer support skills, efficiently handling escalations and maintaining high customer satisfaction levels.
- In-depth knowledge of IT infrastructure and support models, contributing to the successful implementation of support strategies.
- Led team management, conducted performance reviews, and initiated process improvements, enhancing overall team efficiency.
- Implemented and maintained ITIL processes, specializing in Incident Management, Problem Management, and Change Management.
- Possess excellent incident analytical skills, facilitating swift and accurate issue resolution.
- Proactively communicated with stakeholders, demonstrating strong written, verbal, and presentation skills.
- Collaborated with Product Team, ensuring seamless coordination and effective issue resolution.
- Expert in end-user support, covering Windows OS, O365, Outlook/Email, SQL, Active Directory, Networks, VPN, Vendor Outage, etc.
- Implemented and maintained Software Asset Management processes, ensuring compliance and optimal resource utilization.
- Proficient in user access management, overseeing onboarding processes and maintaining a secure and efficient access environment

• Assist Team members with technical and complex issue
• Provided technical and product documentation training to employees to enhance overall business development and user experience
• Collaborated with the R&D team to ensure product compatibility and exemplary fulfillment of customer expectations
• Managing team with their productivity on hourly basis
• Working on JIRA to track the Progress
• Analyzed and aggregated SQL data per client requests to create dashboards showing vital KPIs to implement advanced data optimization techniques, increasing overall efficiency by 200%
• Utilized tools like JIRA and SQL to ensure quarterly and yearly target compliance for error reduction and optimal team performance during the product development and testing phase
• Working with QA team for creating a JIRA for any new issue reported
• Working on Tomcat and ePayment API's to find RCA and the fix.

• Resolved technical issues related to EMR/ EHR products by troubleshooting and satisfying business requirements
• Working on Tomcat, SQL, IBM Cognos, Web based Applications.