Suryani Das

• End-to-End Staffing: Drive resource fulfillment and allocation for high-priority Dynamics 365 and Power Platform projects, maintaining a consistent 95%+ fulfillment rate.
• Bench Optimization: Manage the practice bench aggressively by tracking project timelines and roll-offs early, successfully reducing bench overhead and accelerating talent redeployment.
• Demand Forecasting: Partner directly with Delivery Directors and Practice Heads to forecast upcoming talent supply-demand gaps 30–60 days in advance.
• Margin & Cost Control: Optimize project margins by aligning resource pyramid structures and prioritizing internal allocations to control subcontractor dependencies.
• Utilization Tracking: Monitor weekly and monthly billable utilization metrics, implementing targeted staffing strategies to maximize practice profitability.
• Data & Governance: Maintain strict data hygiene within enterprise Resource Management Systems (RMS) and generate operational MIS reports for senior leadership.

Level 1/1.5 Support:

• Diagnosing and assisting B2B users by providing Basic Troubleshooting, FAQ support, Installation support, Configuration control and Solution from Knowledge Base.
• Providing support based on documented processes and workflows provided by Client, Vendor and Product Management.
• Providing Level 1.5 Support for manual or repetitive tasks, collaborating with other Support teams or dependency groups.

Knowledge Management Consultant:

• Working on Auditing existing Knowledge Management process and developing objectives and strategies to support inter-organizational Knowledge Management Process.
• Performing administrative functions for Knowledge bases by managing, such as defining categories, pining important articles, delegating feedbacks to the product owners and approving changes to articles.
• Creating new Knowledge Bases and managing all Knowledge bases.
• Performing Survey on articles, writing, editing, versioning and reviewing knowledge articles, and coach the team on best practices.
• Providing Mentorship and Coaching to key Knowledge Management Practitioners and Knowledge Reviewers.

• Handles responsibility of providing first-line technical support to customers in using the applications.
• Responsible for assisting customers by providing guidelines on preventive measures, maintenance and system configurations.
• Providing L1 and Remote Support to External Users, by providing support and troubleshooting related to the services.
• Responsible for coordinating with customer service representatives regarding status of issues.

• Performing Troubleshooting on assigned tickets and resolving the problem within SLA.
• Performs the task of identifying the type of issue and assign the same to the engineering staff if the issue is beyond the scope of technical support.
• Providing L1 and Remote Support to Internal and External Users.
• Perform troubleshooting of software to solve system issues.
• Responsible for verifying issues and recording error messages to develop solutions of the issues.
• Perform the task of providing support to remote installation of products and the maintenance of it.
• Responsible for assisting customers by providing guidelines on preventive maintenance and system configurations.