HAJESH NAIR
Summary
Experienced and driven Team Lead 2 Licensing Administrator with 7+ years of experience in managing operations and teams. Skilled in fostering collaboration, generating reports, Business System Transformation and driving continuous improvement. Experienced in Salesforce Classic & Greenfiled testing, Revenera and system upgrades. Ready to contribute to a rewarding company with a great work culture and opportunities for learning and growth.
Overview
8
8
years of professional experience
Work History
TEAM LEAD 2 LICENSING ADMINISTRATOR
Sophos Technology PVT LTD
07.2021 - Current
- Responsible for team who provides Level1 and Level2 support for daily queries & escalations
- Responsible for the coaching, development and mentoring of teams in the effective execution of their roles and the on-going stability of the operation.
- Responsible for solution performance metrics against pre-defined KPIs.
- Responsible for achieving departmental goals, objectives and KPIs.
- Ensures the identification of operational trends and behaviors that can lead to appropriate resolution of current issues and mitigation or prevention of future occurrences.
- Plans and implements procedures and systems to maximize operational effectiveness and efficiency.
- Responsible for dashboard generation and review reports to meet team SLA.
- Responsible for training documentation to develop comprehensive materials to use in daily queries & for team training.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Reporting monthly SLA matrices & presenting quarterly matrices for performance insights
- Representing the licensing team in product release testing.
- Participate in system upgrade and daily testing calls with cross functional teams.
- Responsible for performance rating to evaluate and rank team members based on achievements.
- Responsible for
- Promoted a culture of continuous improvement within the Licensing Administrator team by sharing knowledge, insights, and suggestions for enhanced performance.
- Hands-on experience in Salesforce Classic, One Trust, Power BI, Salesforce Lightning, Logz.io and Revenera.
- Responsible to ensure customer data privacy by handling GDPR compliance.
TEAM LEAD LICENSING ADMINISTRATOR
Sophos Technology PVT LTD
07.2018 - 06.2021
- Jira and Bug Tracking: Utilizing Jira for efficient bug tracking and resolution of licensing issues
- Test Scenario creation: Create comprehensive test scenarios for User Acceptance Testing (UAT) and smoke testing to ensure accurate and thorough testing of licensing features
- Customer Care Collaboration: Participant in weekly calls with the customer care team, providing case solutions, and ensuring high customer satisfaction
- RMA Serial Number Management: Accurately clearing RMA serial numbers and ensuring effective tracking and resolution of licensing-related issues
- Scheduling and Leave Management: Efficiently scheduling team members and managing leave approvals for smooth operations
- Process Improvement: Facilitating brainstorming sessions to improve processes and enhance efficiency
- Recognition and Performance Assessment: Recognizing team achievements on a quarterly basis and assessing team performance through monthly reports.
LICENSING ADMINISTRATOR L2
Sophos Technology PVT LTD
06.2017 - 06.2018
- Customer Solution: Providing solutions and support to customers regarding licensing issues and inquiries
- Internal Solution: Developing and implementing internal processes and solutions to enhance licensing operations, streamline workflows, and improve efficiency
- Testing and Quality Assurance: Participant in monthly user acceptance testing (UAT), regression testing, and smoke testing to ensure the stability, compatibility, and quality of licensing systems.
ORDER PROCESSOR SUPPORT 3
Sophos Technology PVT LTD
06.2016 - 05.2017
- Resolving EDI Rejections and Empowering Sales Success in Germany: Skillfully resolving failed EDI rejections in SFDC and promptly informing sales about the reasons for rejection
- Coordinating with the sales team to ensure smooth order creation and provide actionable insights for improvement
- Streamlining Cyberoam Orders Worldwide: Efficiently releasing orders through the portal and processing Cyberoam orders for ROW & India regions
- Handling credit hold orders and gendering comprehensive reports to support decision-making and completing the credit hold orders in FIFO manner
- Fulfilling ANZ Region's Orders with Excellence: Meeting SLAs by expertly processing orders for the ANZ region
- Managing EDI reject's, processing both EDI and manual orders with precision.
Education
PGDMA -
Ahmedabad Management Association
01.2018
BACHELOR IN COMMERCE -
Gujarat University
01.2015
Skills
- Process improvement implementation
- Dashboard
- Claim analysis and evaluation
- Coaching/mentoring
- Training and development
- Issue resolution
- Process support
- Quality calibrations
- Analytical skills for generating and analyzing reports
- Smoke testing and Salesforce release testing
- Subject matter expertise
- Resource Allocation
- Process improvement
Websites
Projects
- Product Integration. -> End to end testing for new products to know the expected outcome's & system behavior.
- Product Migration. -> End to end testing for product migration/upgrade to know the expected outcome's & system behavior.
- Functionality Integration. - -> End to end testing for new added system functional.
- Business Systems Transformation. -> End to end testing for products integration, product migration, data migration, functional integration, Portal migration.
Accomplishments
- Certificate of Appreciation for outstanding performance in assisting, sorting & processing EDI & Manual orders and EDI rejections for Germany region (Sophos Technology FY 2016-2017).
- Certificate of Appreciation for outstanding performance in Quarter IV (Sophos Technology FY2016-17)
Personal Information
- Date of Birth: 09/28/1992
- Nationality: Indian
- Marital Status: Married
Hobbies and Interests
- Travelling
- Cricket
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Gujarati
Upper intermediate (B2)
Malayalam
Elementary (A2)
Timeline
TEAM LEAD 2 LICENSING ADMINISTRATOR
Sophos Technology PVT LTD
07.2021 - Current
TEAM LEAD LICENSING ADMINISTRATOR
Sophos Technology PVT LTD
07.2018 - 06.2021
LICENSING ADMINISTRATOR L2
Sophos Technology PVT LTD
06.2017 - 06.2018
ORDER PROCESSOR SUPPORT 3
Sophos Technology PVT LTD
06.2016 - 05.2017
PGDMA -
Ahmedabad Management Association
BACHELOR IN COMMERCE -
Gujarat University
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