Nishi Tiwari

• Contributed to operations, financial and technical processes to drive innovative solutions.
• Shepherded change requests through process with appropriate documentation, schedule and cost oversight and facilitated request approval.
• Prepared, analyzed and monitored month-end reporting requirements and presented to leadership.
• Led financial planning, monitoring, reporting, scheduling and communication for planning and control.
• Trained team members on software and change request requirements.
• Built support for change throughout business unit through direct outreach strategies.
• Led teams of analysts to evaluate, plan and execute projects.
• Managed internal and external client-facing relationships through transitional periods.
• Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
• Present/defend change in CAB meetings, participate to preliminary CAB meetings as necessary to anticipate change approval, ensure the change gets approved in due time.

• Responsible for a client’s implementation and optimization success by completing the setup, build testing, QA, change management and reporting of our products.
• Provide expert services in the areas of workflow analysis, application builds activities, go-live support, post-go-live optimization, change management and reporting analytics.
• Developed and delivered change management support documentation, including strategic plans and manuals.
• Documentation of all client's requests and updating it when any changes occur.
• Monitoring and updating the salesforce case until nor resolve and sharing progress with client.
• Following a change management process by calling swarm depending on intensity and type of change.
• Handling routine, complex and technical changes by planning, implementing testing and assigning a resource to QA.
• Identified and communicated potential risks associated with proposed changes, illustrating possible remedial and preventatives measures.
• Creating and sending over RFC internally and to client before implementing any requested changes.
• Maintain an understanding of how the application is used and configured.
• Communicate effectively at all levels.
• Proactively developed and proposed changes capable of increasing productivity, compliance and other positive indicator metrics.

Handling the tasks during the process of any change takes place during upgrades.

Resolving customer queries, recommending solutions and guiding product users through features and functionalities.

Continuously involved in providing excellent support services during all sales and after-sales procedures.

Update our internal databases with information about technical issues and useful discussions with customers.

Share feature requests and effective workarounds with team members, Inform customers about new features and functionalities, help

Customers to maximize the benefits of the telematics web portal and reports Managing team data and getting tickets follow-ups done on a daily basis.

Creating incident close out report with the root cause analysis when P1 and P2 calls are resolved.

Participate in on-site requirements gathering sessions and translated client requirements to determine project scope.

Working alongside DBAs, Tier 2 , sales operations, hardware team.

Conducted and supported implementation delivery with client and internal departments.

• Worked as Technical Support associate for customers as well as internal IT employees.
• Coordinated, diagnosed and resolved IT incidents raised by customers as well as internal employees.
• Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network services from local personnel
• Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.