Summary
Overview
Work History
Education
Skills
EXPERTISE
APPLICATIONS
Timeline
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Farzeen Khan

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

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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
Farzeen KhanSenior Functional Consultant