Sadaf Sultana

• Closely collaborated with project members to identify and quickly address problems.
• Produced quality standards, checklists, report templates and processes.
• Planned, executed and controlled assigned projects, ensuring work performed complied with contractual requirements.
• Met with manager weekly to provide detailed project report and milestone updates.
• Provided team with coaching and direction.
• Performed independent analysis and provided recommendations to overcome project obstacles.
• Monitored project progress, examined risks and set forth contingency plans.
• Developed and followed baseline project plan and milestones for task completion.
• Set up and managed team meetings.
• Implemented actions to mitigate risk by developing contingency and avoidance strategies.
• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
• Recruited, hired and supervised resources to staff project team.
• Led team of 56 employees.

• Oversee all operations, paying attention to areas in need of improvement and making notes of employees who are struggling
• Interact with employees, make recommendations, and ensure all workers are fully capable and understand their duties and succeed
• Assign tasks to operational team based on individual employee talents
• Monitor progress of special projects, ensuring work is completed correctly and on schedule
• Design and lead training programs so all team members are capable of succeeding in all tasks
• Reduce cost and create FTE savings with help of automation.
• Mentored and guided employees to foster proper completion of assigned duties.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Cross-trained and provided backup support for organizational leadership
• Led team of 30 members.

Managerial Experience -Team Size Handled - 55

• Worked as Team Manager for Technical Support team – Office 365.
• Relayed information between operations team leader, other managers, and individual team members, guaranteeing to communication clearly.
• Provided insight into operational success on small scale, creating reports for review by team leaders and executives.
• Made recommendations to higher management staff for which employees would thrive in certain assignments.
• Presented operational information to meeting amongst managers on quarter basis.
• Mentoring & monitoring of Technical Support Engineers.
• Ensuring all Key Performance Indication are met with maximum customer satisfaction & faster resolution.
• Develop strategy team will use to reach its goal.
• Provide any training that team members need, communicate clear instruction to team member.
• Resource management and improving individual performance.
• Data analysis & Reporting.

Technical Experience

• Providing technical telephonic support to clients for Microsoft Exchange 2003 – 2013, Exchange Online (BPOS and Office 365).
• Helping customer by fixing client connectivity issues like with Outlook Web Access or with Microsoft Outlook 2007/2010/2013/2016 when trying to connect to Server.
• Assisting customer with Exchange Auto discover related issues. • Assisting customers in fixing issues related to Exchange ActiveSync with Windows Mobile and iPhone.
• Providing accurate solutions based on analysis and then creating knowledge base articles for same.
• Providing value and educating customers about Microsoft Exchange Server product to ensure C-SAT levels are maintained.
• Working with customer who are facing issues with their Office365 subscription management.
• Helping customers to create and manage directory synchronized environment with Office365 Troubleshooting on directory synchronization issues.
• Helping customers to create and manage Hybrid Environment between their On premise Exchange server and Office365 Troubleshooting on Hybrid Configuration Issues. Troubleshooting on issues related to ADFS.
• Assisting customers with Microsoft Teams and Skype for Business Issues.

• Voice Support for British Telecommunications, UK’s top & finest Internet Service provider
• Troubleshooting Internet Connectivity Issues for BT ISP users
• Skilled areas included technical roadblocks for No signal, Slow Connections, Wired and Wireless networks, Signal Timeouts, User and Network Authentication
• Providing best solutions and Quick resolutions to end users.
• Been Top performer for consecutive 3 months in row.

• Worked for US based healthcare insurance provider, United Healthcare Group Handling Claims & benefits of US based Health Insurance Company
• Dealing with Doctors and Nurses and discussing Claims & Benefits of patients Maintaining records, PHI, SSN of patient and adhering to Confidential and Proprietary Information (HIPAA & BS7799) Handling Client escalations for team members for performance based & behavior based issues Mentoring team members with best of skills and abilities and helping them out in providing better resolutions
• Handling team of associates and grooming them on how to enhance their skills
• Identifying common questions and areas of improvements for team members
• Major dealing in field of Medical Claims and their processing as per US insurance medical policies.
• Promoted as Escalation Team member within 6 months.
• Delivered sessions within team to build knowledge.
• Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment