Nazarius Appadore
Technical And Business Operations Analyst
Pune
Summary
Highly motivated Technical and Business Operations Analyst with a solid track record of identifying and implementing precise and efficient process enhancements. Expertise lies in meticulous data analysis, adept troubleshooting of technical complications, and effective collaboration with cross-functional teams to drive operational excellence. Seeking a challenging role to leverage robust analytical prowess and contribute to organizational success.
Overview
8
8
years of professional experience
Work History
Technical and Business Operations Analyst
AMDOCS
08.2022 - Current
- Served as the pivotal Application Support Lead for a major Enterprise Telecom Initiative
- Expertly managed the Turbo Charging component of the billing system by providing quick resolution to incidents & problems
- Spearheaded cross-functional teams to drive process enhancements, achieving significant operational cost savings
- Integral member of the Enterprise Application Software Support team, delivering timely resolutions to client issues
- Leveraged data analytics to uncover insights, enhancing business efficiency and performance
- Oversaw User Acceptance Testing to guarantee the flawless launch of software solutions
- Proactively identified and escalated systematic billing execution issues
- Crafted comprehensive reports and presentations to demonstrate IT project impacts on corporate objectives
- Delivered robust technical support and user training for various software applications
- Monitored and expedited project milestones, adeptly managing progress and mitigating conflicts
- Collaborated with the Release Management team to coordinate and deploy weekly code updates.
Senior Technical Support Associate
FIS, PUNE
PUNE
12.2019 - 08.2022
- Expertly diagnosed and resolved complex software, hardware, and network issues, enhancing customer experience
- Curated and updated a comprehensive knowledge base, ensuring swift technical solutions
- Authored Knowledge Articles and Standard Operating Procedures (SOPs) as a certified Knowledge-Centered Service (KCS) Coach
- Fostered collaboration with cross-functional teams to drive customer satisfaction and issue resolution
- Managed service desk incidents efficiently, adhering to best practices
- Delivered prompt and high-quality customer service, addressing inquiries with urgency
- Specialized in supporting diverse application areas including networking, remote transmissions, information security, and processing rerun requests within the ITIL framework.
Technical Support Associate
TECH MAHINDRA,PUNE
06.2018 - 09.2019
- Delivered outstanding backend support for postpaid customers, consistently exceeding satisfaction goals with dedicated service
- Enhanced team performance through strategic collaboration to achieve client objectives
- Strengthened customer loyalty by providing timely and accurate support solutions
- Actively improved service delivery by monitoring support channels and executing process enhancements.
IT Help Desk Coordinator
CAPITA
Pune
08.2016 - 12.2017
- Efficiently handled customer inquiries across phone, email, and live chat, ensuring prompt resolutions
- Delivered exceptional support to a diverse client base exceeding 1,000 customers across various industries
- Demonstrated a consistent track record of outstanding customer service and effective complaint resolution
- Fostered strong relationships with key clients to enhance customer loyalty and satisfaction.
Education
Master's in Computer Science - Computer Science
Pune University
Maharashtra 10.2019
Skills
DATA ANALYSIS
TECHNICAL SUPPORT
PRESENTATIONS
PROCESS OPTIMIZATION
LINUX
PROJECT MANAGEMENT
TROUBLESHOOTING (PROBLEM SOLVING)
CUSTOMER SATISFACTION
LEADERSHIP
RELEASE MANAGEMENT
CUSTOMER SERVICE
MANAGEMENT
SERVICE DESK
BUSINESS OPERATIONS
PYTHON (PROGRAMMING LANGUAGE)
OPERATIONS
PROCESS IMPROVEMENTS
POWER BI
Shell Scripting
GitHub Copilot
SQL
GenAI
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Marathi
Advanced (C1)
Tamil
Intermediate (B1)
Timeline
Technical and Business Operations Analyst
AMDOCS
08.2022 - Current
Senior Technical Support Associate
FIS, PUNE
12.2019 - 08.2022
Technical Support Associate
TECH MAHINDRA,PUNE
06.2018 - 09.2019
IT Help Desk Coordinator
CAPITA
08.2016 - 12.2017
Master's in Computer Science - Computer Science
Pune University