Shadrach Sagayaraj J
Chennai
Summary
Results-driven Operations Systems Analyst at Crane Worldwide Logistics with expertise in data analysis and SQL troubleshooting. Successfully resolved backend issues, enhancing invoice processing efficiency. Proven ability to manage incidents and deliver quality control, ensuring seamless operations and client satisfaction. Recognized for strategic problem-solving and effective communication skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Systems Analyst
Crane Worldwide Logistics
Chennai
04.2022 - Current
- Extracted data using Power BI and classified invoices according to their processing stage.
- Ensured complete transition of invoices to Sage platform.
- Examined backend issues stopping invoices from reaching finance application.
- Utilized problem-solving skills to effectively eliminate source of defects.
- Secured endorsement from senior leadership for alterations involving back-end fixes.
- Utilized SQL Execute Command to troubleshoot database errors efficiently.
- Resolved bulk invoice issues through backend processes.
Service Desk Analyst
Nexpro Systems Pvt Ltd
Chennai
03.2021 - 12.2021
- Contributed to projects for Wipro Technologies based in Chennai.
- I worked on the Mastercard SecureCode project.
- Handled diverse customer and Mastercard requests involving transaction decline analysis.
- Executed immediate card range uploads on a Mastercard production server for urgent customer demands.
- Analyze transaction decline issues using transaction logs.
- Engaged with the Bizops team to resolve transaction-related queries.
- Addressed critical production transaction problems by participating in discussions and consultations with the networking team.
- Addressed customer questions on implementation by directing them to the appropriate knowledge base materials.
- Handled shift operations in the absence of shift leads.
- Resolved customer escalations promptly.
Customer Support Executive
Teamlease Digital Pvt Ltd
Chennai
11.2019 - 03.2021
- Worked for client DXC Technologies.
- Received orders from internal and external users.
- Processed global employee requests through SNOW (Service Now) platform.
- Collaborated with the Order Management Team to forecast and plan shipments.
- Addressed various freight problems including under-deliveries, damaged goods, and lost shipments.
- Verified consistent adherence to delivery timelines through effective follow-up.
- Responsible for the SBA Audit (Sample-Based Audit).
- Oversaw end-to-end processes for specific geographic areas.
- Managed escalation processes efficiently.
- Performed quality control checks on the tasks of new joiners.
- Delegated SNOW tickets and emails to team members during lead absence.
Tier-1 Support Specialist
Flatirons Solutions India Private Limited
Chennai
10.2018 - 11.2019
- Processed incident tickets for diverse Airline clients such as American Airlines, Delta Airlines, and more.
- Track routine incidents and acknowledge JIRA requests based on priority.
- Conducted incident recreation based on customer reports.
- Documented steps utilized in addressing and solving customer concerns under level-1 support.
- Experienced in issue recreations on Windows and Linux servers.
- Conducted smoke testing for both production and staging environments.
- Possess extensive experience in resolving configuration issues on Tablets and iPads.
- Managed customer calls during critical scenarios to ensure timely resolution.
- Presented comprehensive reviews of our products' technical aspects to colleagues.
Customer Service Professional
SITEL India Ltd
Chennai
08.2017 - 10.2018
- Facilitated online sales by persuading customers in chat interactions.
- Developed expertise in product specifications to support sales efforts effectively.
- Ensured quality scores of chats met targets.
- Mastered various innovative functionalities of mobile devices and comprehensive network details.
- Recognized as top Online Sales agent for January 2018 due to excellent performance on all key metrics.
Senior Customer Service Executive
Sutherland Global Services, Chennai
Chennai
09.2015 - 08.2017
- Provided customer support through email, offering technical solutions for product use.
- Acted as main contact for customer complaints, queries, requests, and feedback.
- Assisted team in resolving highly complex escalated issues involving extensive product knowledge.
- Conducted DSAT analysis and quality audits within the team.
- Recorded extensive product issues.
- Reviewed and approved requirements, process flows, gaps, and design documents.
- Handled client grievances and delivered updates on new products.
Education
MBA - Human Resources Management
University of Madras
Chennai07-2018
Bachelor of Engineering - Electrical & Electronics Engineering
Sri Lakshmi Ammal Engineering College
Chennai04-2014
Skills
- Data analysis
- SQL troubleshooting
- Power BI
- Invoice processing
- Back-end solutions
- Incident management
- Application support
- Quality control
- User acceptance testing
- Data management
- Microsoft office
Certification
- Attended one day workshop on AI Tools workshop conducted by be10X
Timeline
Operations Systems Analyst
Crane Worldwide Logistics
04.2022 - Current
Service Desk Analyst
Nexpro Systems Pvt Ltd
03.2021 - 12.2021
Customer Support Executive
Teamlease Digital Pvt Ltd
11.2019 - 03.2021
Tier-1 Support Specialist
Flatirons Solutions India Private Limited
10.2018 - 11.2019
Customer Service Professional
SITEL India Ltd
08.2017 - 10.2018
Senior Customer Service Executive
Sutherland Global Services, Chennai
09.2015 - 08.2017
MBA - Human Resources Management
University of Madras
Bachelor of Engineering - Electrical & Electronics Engineering
Sri Lakshmi Ammal Engineering College
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