Prashant Ashok Darekar

•Oversaw and improved ticket KPI management through timely escalations across departments
•Handling end to end implementation of the JBM software for the new projects.
•Giving support to shipping and logistic companies who are using JBM ERP software.
•Prioritize, schedule, and administer all support related queries and issues where defects are found and resolution are required.
•Performing hands-on fixes at the end user level to resolve issues of the client through any-desk, team-viewer, amy admin & other remote desktop software.
•Record, track, and update the status of the queries raised by users through ticketing system including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
•Communicate application problems and issues to key stakeholders, including
management, development teams, and end users.
•Test fixes and perform post-resolution follow-ups to ensure problems have been
adequately resolved. Performing workflow analysis and implementing workflow automation
•Functionally testing new features updated by technical team in test version and getting it released to the clients
•Requirement gathering and analysis of customers/users need for any customization in the existing features and discussing the same with management.
•Assisting existing clients post upgrade through knowledge sharing session and explain them new features added to the existing product.
•Providing functional input to identify bugs, check and maintain ERP systems.
•Creating ERP system documentation (including as-is/to-be process documentation); develop and write training documentation and train customers example (GST related screen)
•Identifying and learning appropriate module used by different clients and supported by the organization. Worked on System Integration Testing.