ASHA PATHAK
Project Manager
New Delhi,Delhi
Summary
Accomplished Project Manager with extensive experience at Ironsystems, skilled in leading cross-functional teams to deliver projects on time and within budget. Demonstrated expertise in project management, negotiation, and risk management, utilizing agile methodologies to enhance product delivery times. Proven track record in client account management and vendor relations ensures high customer satisfaction through outstanding service. Previous roles as IT Helpdesk Associate at AWC Software, Data Analyst at Capgemini, and Customer Support Associate at Concentrix provide a strong foundation in customer service, data analysis, and operational support, with a career goal focused on leveraging strategic planning and leadership skills to drive organizational success. Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care.
Overview
8
8
years of professional experience
2009
2009
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Project Manager
Iron Systems Inc.
Remote
03.2021 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Met project deadlines without sacrificing build quality or workplace safety.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Planned, designed, and scheduled phases for large projects.
IT Helpdesk Associate
AWC Software (Sapient)
Gurugram
05.2021 - 03.2022
- Managed the resolution of IT-related issues for up to 25 users through call and chat support
- Handled ticket requests related to software installations, admin access, and account issues
- Authorized and implemented software installations for users
- Granted local administrative access
- Created DL shared mailboxes and managed member additions or removals per request received
- Executed all tasks within SLA while ensuring stringent QC
- Accelerated mentee career progression through tailored guidance and support
- Organized workshops that significantly improved participants' competencies
- Bolstered communication abilities of mentees through individualized mentorship
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels
- Trained and mentored employees to maximise team performance
- Prepared a range of written communications, documents and reports
- Implemented more efficient processes and reduced wasted resources
- Maximise customer engagement and satisfaction by delivering excellent customer service
- Managed bookings to optimize team availability
- Created plans and communicated deadlines to complete projects on time
- Diffused challenging situations using conflict management techniques
Data Analyst
Capgemini (Liquidhub)
Gurugram
03.2019 - 04.2020
- Supported users effectively, handling 50 inquiries per day through various communication channels
- Liaised with stakeholders to provide statistical data for analysis
- Verified executive-provided data with SQL techniques
- Optimized data analysis methods leading to improved performance in the executive department
- Developed comprehensive reports on findings, assisting executives in formulating business strategies
- Reviewed and optimise operational policies, aligning procedures with best practices and industry standards
- Selected and mentored senior staff, creating a successful leadership team
- Streamlined data analysis processes for increased efficiency in the executive office
Customer Support Associate
Concentrix
Gurugram
08.2017 - 03.2019
- Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs)
- Maximized opportunity to build rapport with customers
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
- Ensured swift replies to inquiries via email and phone call, maintaining a 1-hour timeframe
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions
- Boosted client connections through superior communication and regular follow-up
- Enhanced company reputation by delivering exceptional customer service at all times
- Managed incoming customer support inquiries via telephone and email, providing timely and accurate responses
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Arts - Arts
School of Open Learning, Delhi University
New Delhi, India03-2007
Skills
Client relationship management
Multitasking and organization
Project coordination
Vendor management
End-to-end IT Network infra deployment experience (Router, Switches, firewall, wireless etc)
Infrastructure Project Management/Coordination
Provide Project Management services for Network deployments, including: Resource planning
Task allocation and planning
Regular project tracking and updates
Manage project schedules, identifying risks and clearly communicating them to project stakeholders
Build SOP and MOP as per the project requirements
Revise documents as new issues arise and coordinate in CAPA creation
Update workflows/dashboards and assign bugs as needed to Infrastructure TPMs
Certification
ITIL4 Foundation
Projects
HCL multiple Projects and Programme Infosys projects and programme
Hobbies and Interests
- Music listening
- Reading books
- Meditation and yoga
- Travelling
Timeline
IT Helpdesk Associate
AWC Software (Sapient)
05.2021 - 03.2022
Project Manager
Iron Systems Inc.
03.2021 - Current
Data Analyst
Capgemini (Liquidhub)
03.2019 - 04.2020
Customer Support Associate
Concentrix
08.2017 - 03.2019
Bachelor of Arts - Arts
School of Open Learning, Delhi University