Sofan Tirlapur
Solution Architect & Technical Account Manager
Chennai
Summary
Accomplished Solution Architect with extensive experience at Tecknodreams Software Consulting Pvt. Ltd. (SapphireIMS) and Microcore Solution, specializing in enterprise architecture design and customer service management. Led over 200 successful implementations, achieving a remarkable 95% customer satisfaction rate through strategic consulting and adept technical account management. Recognized for expertise in process analysis and IT transformation, resulting in reduced issues and enhanced customer relationships. Aiming to leverage skills to drive impactful solutions in future roles.
Overview
19
19
years of professional experience
Work History
Solution Architect
Tecknodreams Software Consulting Pvt. Ltd. (SapphireIMS)
12.2008 - Current
- Manage comprehensive deployment of SapphireIMS solutions encompassing ITSM, ITAM, and BSM tools
- Developed and delivered strategies and solutions for IT and Non-IT transformation
- Led and participated in service management process optimization activities
- Created strategic account plans for key customers in Enterprise and BFSI domains
- Cultivated and sustained relationships with over 20 key customers
- Delivered technical guidance and troubleshooting support, achieving a 30% reduction in customer issues
- Served as Senior Technical Consultant and Professional Service lead prior to current position
- Executed over 200 implementations successfully
System Admin & Network maintenance
Microcore Solution
11.2005 - 12.2008
- Worked as an System Admin & Network maintenance
Education
ITIL Foundation Certificate - IT Service Management
01.2017
MCP & MCSA Certified -
Jetking Informetric
01.2006
Bachelor of Engineering - Computer
Mahatma Gandhi Vidyapeeth
06.2005
Skills
- Enterprise architecture design
- Requirements gathering
- Process analysis
- Service Operations Management
- Customer Service Management
- Technical Account Management
- IT and Non-IT Asset Management
- Strategic Solution Consulting
Accomplishments
- Best Team Award, 01/01/11, SapphireIMS
- Service Award, 01/01/14, SapphireIMS
- Certificate of Appreciation, 01/01/15, SapphireIMS
- Certificate of Appreciation, 01/01/16, SapphireIMS
- Certificate of Appreciation, 01/01/16, Orchidpharma
Hobbies and Interests
Travelling and Learning New Applications.
Languages
English,Kannada and Hindi
Area of specialization
- IT & Non-IT Service Management Solutioning.
- Analyzing Business requirements, Planning and implementing various solutions as per customer requirements.
- Knowledge of implementing Service Management solutions for customers in IT, Healthcare, Retail, BSFI, Industrial, Manufacture & Government sectors.
- IT & Non-IT Hardware Asset Management Solutioning.
- API Based Service Management Integration with other tools like Darwin Box, Service Now, BMC Helix, & ETC.
- API Based Asset Management Integration with other tools like SAP, Darwin Box, Service Now, & ETC.
- Database integration with other tools for creating various kinds of reporting and dashboard frameworks.
- Having a good knowledge on Analytics tools. (Tableau and Superset)
- Use of Robotic Procedure Automation (SapphireIMS) to achieve various customization beyond standard functionalities.
- Designing IT Automation Process.
- Providing Solutions for IT and Software Compliance.
- Software Asset Management.
- Agent-Based and Agent Less Communication and Architecture Designing.
- Organizing and executing training programs for customers & internal team members.
- Customer Management Skills.
Timeline
Solution Architect
Tecknodreams Software Consulting Pvt. Ltd. (SapphireIMS)
12.2008 - Current
System Admin & Network maintenance
Microcore Solution
11.2005 - 12.2008
ITIL Foundation Certificate - IT Service Management
MCP & MCSA Certified -
Jetking Informetric
Bachelor of Engineering - Computer
Mahatma Gandhi Vidyapeeth
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