Farzeen Khan
Senior Functional Consultant
Bangalore
Summary
With solid background in project implementation and management, I excel at bridging gap between technical teams and stakeholders to deliver tailored solutions. My strong communication and problem-solving skills ensure seamless project execution and stakeholder satisfaction. I am skilled in identifying needs and translating them into actionable plans, fostering collaboration and driving successful outcomes. Career goals include furthering expertise in client engagement and team building.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Senior Functional Consultant
Icertis
08.2024 - Current
- Managed complex projects from inception through completion, consistently delivering results on time and within budget constraints.
- Assisted the cross-functional teams in testing the AI co-pilot's data extraction efficiency.
- Led project and the QA team during post-implementation phase to ensure seamless transition of upgraded system.
- Formulated test cases and performed SIT testing to ensure flawless application integration.
- Facilitated the shift of a Microsoft project to advanced contract management solutions.
- Ensured systems met business specifications and achieved a 100% pass rate through comprehensive testing.
- Managed customer queries and escalations effectively through calls and emails across various time zones.
Technology Consultant
EPICOR SOFTWARE
10.2021 - 07.2024
- Estimated implementation timelines accurately, and collaborated with project managers on deliverables.
- Expertly performed product installations, configurations, and training for Content Management and Logistics Software across diverse regions including the US, UK, and APAC.
- Developed and executed training programs for end-users, leading to a decrease in support tickets post-implementation.
- Proficient with AP automation, Sales Order Automation, workflows, and Approval Matrix.
- Lead stakeholder meetings to capture Project Requirements and construct a comprehensive Project Framework, outlining clear deliverables.
- Conducted regular project reviews, identifying bottlenecks and implementing solutions that enhanced project delivery timelines.
- Ensured smooth Go-live operations through meticulous documentation and dissemination of essential technical materials.
Tech Application Specialist
EPICOR SOFTWARE
06.2019 - 10.2021
- Efficiently managed service tickets by prioritizing critical issues and delivering solutions within Service Level Targets (SLTs).
- Demonstrated ownership of operational challenges, implementing immediate fixes and strategizing long-term preventative measures.
- Tested software patches to verify issue resolution prior to customer deployment.
- Authored comprehensive Knowledge Base articles to expedite issue resolution and enhance customer self-service capabilities.
- Played a pivotal role in augmenting product functionality, overseeing installation, customer training, and the Go-Live Process.
- Supervised the team and managed the ticket queue for all team members from multiple regions.
- Prepared monthly and quarterly feedbacks for the team members during the one on one discussions and also been a part of the Interview panel.
- Conducted thorough training for new hires to ensure full software proficiency and compliance.
- Expertly managed Tier-2 escalated and high-priority cases, consistently maintaining adherence to Service Level Agreements (SLAs).
Technical Support
IBM India Pvt Ltd
07.2017 - 06.2019
- Served as the primary point of contact for resolving software and hardware issues.
- Administered account management and group policy permissions across multiple client domains.
- Delivered dedicated support to National Australian Bank Tellers, including account access, application troubleshooting, and printer assistance.
- Achieved recognition for exceptional customer service, successfully resolving critical issues within SLA.
- Contributed to the Office 365 Deployment Project, providing proficient administrative support.
- Excelled in client support through calls and service tasks, achieving a record number of first-call resolutions.
Education
Bachelor of Business Administration -
PSGRKC - Bharathiyar University
01.2014 - 01.2017
Skills
Project Management
EXPERTISE
- Expertise in setting out delivery standards for implementing custom requirements from clients (On-Prem and SaaS).
- Defining the Project scope, outlining the requirements and planning schedules.
- Experience in product Design & Implementation, Process Consultancy, Providing end-to-end support.
- Host meetings, Brainstorming, schedule follow-up and update the stakeholders.
- Supervising and supporting the team with any critical situation and ensuring a good rapport across cross functional teams.
- Good understanding about the Agile and Waterfall methodologies.
- Identifying scope creep and aligning to changes if any through the change request process.
APPLICATIONS
- Service Now
- JIRA
- Azure DevOps
- Microsoft SQL
- MS Office Suite
- Postman
- Swagger
Timeline
Senior Functional Consultant
Icertis
08.2024 - Current
Technology Consultant
EPICOR SOFTWARE
10.2021 - 07.2024
Tech Application Specialist
EPICOR SOFTWARE
06.2019 - 10.2021
Technical Support
IBM India Pvt Ltd
07.2017 - 06.2019
Bachelor of Business Administration -
PSGRKC - Bharathiyar University
01.2014 - 01.2017
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