NAYAN MAJI

Identity & Technical Responsibilities

• Administered Active Directory user accounts, including user provisioning, account deactivation, password resets, and access management.
• Supported user onboarding and offboarding by provisioning and revoking access to enterprise healthcare applications.
• Investigated and resolved authentication, account access, and application permission issues for enterprise customers.
• Utilized SQL for backend data validation, troubleshooting, data manipulation and ad hoc reporting to diagnose complex application issues.
• Troubleshot ODBC connectivity, application integrations, and legacy system configuration issues.
• Collaborated with Engineering, Interface and Infrastructure teams to resolve production incidents and complex technical issues.
• Participated in Major Incident Management by coordinating technical investigations, stakeholder communication, and resolution efforts.
• Developed Knowledge Base articles, SOPs, and technical documentation to standardize troubleshooting processes and enhance operational efficiency.

Leadership & Process Improvement

• Mentored and coached support engineers through structured onboarding, technical training, case reviews, and regular one-on-one sessions.
• Led technical training programs covering Practice Management, Active Directory user management, ODBC, Interface troubleshooting, Major Incident processes, and enterprise applications.
• Served as a Subject Matter Expert (SME) and escalation point for complex technical issues across multiple support teams.
• Led knowledge-sharing initiatives by conducting workshops, refresher sessions, war-room discussions, and teach-back sessions to improve team capability.
• Owned the aged backlog reduction initiative, driving process improvements that consistently maintained backlog within SLA targets.
• Spearheaded Knowledge Base improvement project by creating, reviewing, and maintaining essential technical documentation for support organization.
• Facilitated team training on Jira-based change management workflows and updated support procedures to ensure smooth adoption of new operational processes.
• Participated in the Emerging Leaders Program, strengthening leadership, mentoring, and cross-functional collaboration skills.
• Coordinated with cross-functional stakeholders to resolve enterprise client escalations while ensuring adherence to SLA commitments.
• Recognized multiple times as Employee/Star Performer of the Month for technical excellence, customer satisfaction, leadership, and operational contributions.

• Achieved high customer satisfaction by effectively communicating, managing expectations, and owning issue resolution.
• Resolved customer escalations through detailed investigations and tailored solutions for complex cases.
• Delivered first-line technical support for billing, network, mobile device, and service-related issues.
• Diagnosed connectivity and handset issues using network diagnostic tools and structured troubleshooting methodologies.
• Collaborated with cross-functional support teams to ensure timely issue resolution and SLA adherence.
• Documented incidents, tracked case progress, and managed service requests using ITSM tools to ensure effective communication.
• Supported multiple operational queues, including complaints management and webchat, ensuring consistent service levels.
• Assisted frontline advisors by providing technical guidance and process expertise for complex customer scenarios.
• Honored for excellence during new hire training.

• Managed seller account activation and lifecycle activities, ensuring compliance with onboarding requirements to enhance seller satisfaction.
• Supported seller onboarding by guiding new sellers through account registration, documentation verification, and product listing processes.
• Utilized Salesforce CRM to manage leads, track follow-ups, maintain case records, and monitor onboarding progress.
• Educated sellers on platform features, operational processes, and best practices to enable successful business operations.
• Collaborated with internal stakeholders to refine onboarding workflows, streamlining operational processes for improved efficiency.
• Attended client review meetings to deliver operational insights and recommendations for process improvement.
• Conducted quality audits and analyzed customer dissatisfaction trends (DSAT) to pinpoint areas for operational improvement.
• Provided constructive feedback and coaching to team members based on call quality evaluations.
• Recognized with the Super Talented Achiever Award (Best Performer) for Q3 & Q4 2018.