RAKESH KUMAR SWAIN

Total 9 years of ERP experience, out of which 1.5 years in IFS

• Envecon Software Pvt. Ltd., 09/22, Present, Working as a Project coordinator/Manager of support engagement., Leading and coordinating with the support team across all aspects of L2 support activities., Serving as a bridge between consultants and customers to ensure smooth execution and an improved customer experience., Preparing weekly and monthly reports for both customers and senior management., Managing allocation, engagements and scheduling for the entire support team., Reviewing customer contracts and planning support activities according to the Statement of Work., Handling revenue calculations, preparing monthly revenue reports, and forecasting future revenue projections., Good Understanding and experience of IFS Product development, customization lifecycle, patch deliveries, product testing and deployment life cycles., Handling multiple customers like APMT, MSS, Sogester, SSA Marine, Fenix Marine, GVR and Wahaj., Preparing functional specification documents to align system enhancements with business requirements, ensuring successful implementation and user adoption., Creating SOP’s for streamlining support procedures quality and process improvement., Creating knowledge base articles and user manuals to improve support activities., Taking responsibility for customer-reported issues by ensuring prompt and effective resolution in accordance with service level agreements., Handling customer escalations to the appropriate level, including providing relevant data as needed, in a timely manner., Working on IFS 7.5, IFS 8, IFS 9, IFS 10 and IFS cloud Versions.
• Sify Technologies Limited, 05/17, 08/22, Served as a Project Manager for Adani Wilmar Limited, overseeing the ForumNXT DMS with the following responsibilities:, Working with the client to verify and resolve any outstanding issues, identify new enhancement opportunities, and address integration-related concerns., Coordinating with development team, QC team and Infra team to discuss the client requirements and solutions., Coordinating with Level 1/2 technical support specialists to take over calls outside their level of support., Reviewing the BRD provided by the customer and preparing the SRS for the new CR process for both the DMS application and SFF., After receiving customer approval for their efforts, creating a new task in iPMS and tracking its progress in JIRA for development., Verifying the functionalities, validating final development after every new patch deployment., Giving demo about new enhancements to customer and support team., Arranging meetings to create bridge among client, third party vendors and internal team., Implemented new functionalities like E-Invoicing, E-claim, TCS, and TDS.
• Wipro Infotech, 09/15, 05/17, Served as a 'System Support Engineer,' with responsibilities including:, Visited end user’s point to provide training on DMS for TVS motors., Monitored day wise working of client applications., Provided phone support to Customers whenever required., Coordinated with support team to resolve end user’s issues., Prepared daily basis training report and submit., Collected sign-off from customer for every training and implementation., Prepared monthly basis implementation and training report., Identified and corrected performance issues of client applications., Achieved exemplary client satisfaction, consistently going above and beyond expectation on solving end user issues.