Summary
Overview
Work History
Education
Skills
Timeline
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Sujatha Sharma

Sujatha Sharma

Team Lead Training Specialist
Bangalore

Summary

Experienced Team Lead Training Specialist with over 9 years of experience in the hospitality and software support domain. Expertise in delivering training, managing support operations, and enhancing system performance for the Infor HMS product. Proven track record in customer-facing engagements, product enhancements, and internal knowledge-sharing initiatives. Skilled in working with cloud-based products, troubleshooting complex issues, and collaborating with cross-functional teams to ensure system uptime and customer satisfaction.

Overview

10
10
years of professional experience

Work History

Team Lead, Training Specialist

Infor
11.2023 - Current
  • Deliver group and individual training for end-users and support staff on the Infor's Hospitality Product and related interfaces.
  • Collaborated with the team leader to develop a performance monitoring framework for key team deliverables.
  • Managed escalations, ensuring timely resolution and maintaining strong client relationships.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborate with the development, design, project management, and QA teams to stay updated on new features and best practices.

Support Software Engineer, Senior

Infor
11.2021 - 10.2023
  • Conducted testing and validation of new and existing HMS features for ongoing software releases.
  • Wrote user and technical documentation, including reference manuals, enhancement requests, and bug reporting.
  • Worked extensively with cloud-based (AWS) and on-prem installation support, ensuring seamless operation and minimal disruptions.
  • Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
  • Analyzed proposed technical solutions based on customer requirements.

Senior Product Support Analyst

Infor
11.2020 - 10.2021
  • Served as an in-house trainer, providing onboarding training for new hires and existing team members on Infor HMS.
  • Reduced support tickets by providing comprehensive training materials and user documentation.
  • Implemented monitoring tools to proactively detect potential issues before impacting users.
  • Communicated critical product updates to customers, minimizing disruptions during implementation phases.
  • Collaborated with cross-functional teams to improve product features based on customer feedback.

Product Support Analyst

Infor
11.2018 - 10.2020
  • Developed a custom solution to integrate Infor HMS with SAP's accounting module, handling client requirements and testing.
  • Created support documentation, empowering users to resolve issues independently and extend system features.
  • Recognized for professionalism and consistent performance in customer interactions.
  • Leveraged SQL queries for troubleshooting complex issues, leading to quicker resolutions.
  • Reduced support tickets by providing comprehensive training materials and user documentation.

Associate Product Support Analyst

Infor
07.2015 - 10.2018
  • Contributed to the GST integration project for Fraser Suites New Delhi, deploying a custom solution within Infor's PMS product Epitome.
  • Collaborated with cross-functional teams to improve product features based on customer feedback.
  • Provided exceptional customer service, addressing concerns promptly and accurately.
  • Leveraged SQL queries for troubleshooting complex issues, leading to quicker resolutions.
  • Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.

Education

Bachelor of Engineering - Electronics And Communication

Sambhram Institute of Technology
Bengaluru, India
04.2001 -

Skills

Operations management

Timeline

Team Lead, Training Specialist

Infor
11.2023 - Current

Support Software Engineer, Senior

Infor
11.2021 - 10.2023

Senior Product Support Analyst

Infor
11.2020 - 10.2021

Product Support Analyst

Infor
11.2018 - 10.2020

Associate Product Support Analyst

Infor
07.2015 - 10.2018

Bachelor of Engineering - Electronics And Communication

Sambhram Institute of Technology
04.2001 -

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Sujatha SharmaTeam Lead Training Specialist