Pooja Katiyar
Noida
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
18
18
years of professional experience
4
4
Certification
Work History
Pre-Sales Consultant
HCL Technologies
06.2023 - 07.2024
- Conducted user research, customer workshops, and POC (Proof of Concept) demos to validate product ideas and improve usability
- Defined product success metrics and tracked key performance indicators (KPIs) to ensure products delivered measurable impact on customer experience
- Enhanced customer satisfaction by conducting product demonstrations and providing tailored solutions to clients.
- Collaborated with product management teams to provide feedback on market trends and contribute to product improvements.
- Coordinated cross-functional efforts to ensure timely delivery of proposals, meeting tight deadlines consistently.
- Assisted in closing deals by addressing customer objections and demonstrating the value of proposed solutions.
- Contributed to business growth by identifying new leads through networking events and strategic partnerships.
- Facilitated smooth hand-offs between pre-sales and post-sales teams, ensuring seamless transitions for customers.
- Streamlined proposal development process for improved efficiency, resulting in faster responses to RFPs.
- Demonstrated exceptional problem-solving skills by recommending suitable alternatives when faced with obstacles during the sales process.
- Supported sales team success by delivering technical expertise during client meetings and presentations.
- Increased win rate by developing compelling solution presentations that effectively showcased product capabilities.
- Managed approximately 4-5 RFPs at once.
Sr. Technical Manager
HCL Technologies
10.2014 - 06.2023
- Design and architect technical solutions for on-premises and cloud environments, ensuring alignment with client requirements and SLAs while incorporating automation opportunities
- Conduct customer workshops and requirement gathering sessions to create technical documentation, RFP responses and proof-of-concept demonstrations
- Stay updated with emerging technologies, particularly in cloud services and Office365, while providing technical expertise and support to teams
- Coordinated cross-functional teams to define user requirements, manage risks, and drive Agile product delivery
- Developed and maintained detailed technical product documentation to streamline support and maintenance for end users
- Led continuous product improvement initiatives, identifying areas for optimization and implementing enhancements for better user experience
- Conducted training and enablement sessions for product users and stakeholders to boost adoption and usage
- Streamlined internal communication between departments through the implementation of collaboration tools and standardized documentation practices.
- Implemented a culture of continuous learning within the organization by encouraging professional development opportunities and fostering an environment that values curiosity and growth.
- Developed cross-functional teams for better collaboration, leading to more efficient problem-solving and innovation.
- Mentored junior technical staff, fostering professional growth and strengthening team capabilities for long-term success.
- Spearheaded the migration to cloud-based services, resulting in increased scalability and reduced operational costs for the organization.
- Conducted regular performance reviews for team members, setting clear expectations and providing constructive feedback to drive improvement.
- Improved overall system performance by identifying bottlenecks in existing infrastructure and recommending appropriate upgrades.
- Coordinated incident response efforts during critical system outages, minimizing downtime through swift diagnosis of root causes and rapid resolution of issues.
- Collaborated with stakeholders to define project scope and objectives, translating business needs into actionable technical requirements for the team.
- Reduced project delivery time by optimizing resource allocation and improving project management processes.
- Promoted industry best practices within the team by conducting training sessions on relevant topics such as cybersecurity, data privacy regulations, and emerging technologies.
- Ensured compliance with regulatory standards by developing strong IT policies focused on security, data privacy, and risk management.
- Developed technical requirement documentation for new software products.
- Authored best practices documentation for use in new personnel onboarding processes.
- Developed suggestions for technical process improvements to optimize resources.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Monitored production operations for quality and compliance with standards.
- Assessed expected technical challenges and developed proactive solutions.
Technical Lead
STMICROELECTRONICS
04.2012 - 10.2014
- Enhanced system performance with thorough code reviews, debugging, and optimization techniques.
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
Support Engineer
Microsoft
02.2007 - 12.2011
- Provided expert technical support for SharePoint and MOSS products, ensuring minimal downtime for customers
- Resolved customer pain points through root cause analysis, offering long-term solutions for common issues
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Streamlined communication between support and other departments, enhancing overall operational efficiency.
Education
BCA -
IGNOU
Jaipur05.2004
Skills
- Customer-Centric Solutions
- Customer Success
- Defining Statement of Work
- Product Support
- Operational Excellence
- Change/Incident/Problem Management
- Process Improvement
- Customer Handling
- Escalation Handling
- Cross-functional Teams Collaboration
- Migration & Transformation
- Teamwork and collaboration
- Customer service
- Problem Solving
- Excellent communication
- Critical thinking
Certification
- Certified in Product Management, ISB
- ITIL Certified
- Azure Fundamentals – AZ900
- Azure AI Fundamentals – AI900
- Teams Administrator Associate – MS700
- Azure Security Engineer Associate – AZ500
LANGUAGE
English
Hindi
Accomplishments
- Played a key role in customer acquisition by tailoring client-first product demonstrations and ensuring alignment with business needs.
- Increased sales through persuasive demos and targeted product enhancements.
Timeline
Pre-Sales Consultant
HCL Technologies
06.2023 - 07.2024
Sr. Technical Manager
HCL Technologies
10.2014 - 06.2023
Technical Lead
STMICROELECTRONICS
04.2012 - 10.2014
Support Engineer
Microsoft
02.2007 - 12.2011
BCA -
IGNOU
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