Tabasum Bano
Badlapur
Summary
Dynamic Principal Engineer at Dell Technologies with a proven track record in customer relationship management and compliance auditing. Expert in IT asset management and process optimization, driving a 30% reduction in discrepancies. Adept at fostering team collaboration and enhancing service delivery, ensuring operational excellence and strategic sourcing.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Principle Engineer
Dell Technologies
10.2022 - Current
- Customer Relationship management and Service Delivery
- Monitored and guided Customer Experience Representatives to enhance service delivery and performance.
- Developed and implemented standard operating procedures to address escalated customer issues effectively.
- Conducted training sessions on product knowledge and service protocols for staff.
- Collaborated on the design and implementation of a new CRM system to improve customer interactions.
- Provided comprehensive support to 65 Food Service customers through various communication channels.
- Managed order processing, upselling, and inventory tracking to optimize customer satisfaction.
- Partnered with IT to enhance software usability, improving efficiency for all team members.
- Compliance Management & Governance:
- Driving a compliance-first culture by developing and enforcing IT governance policies and best practices.
- Ensuring adherence to regulatory requirements by orchestrating IT compliance activities across internal teams, vendors, and business units.
- Developing and implementing a proactive IT compliance strategy to mitigate risks and enhance regulatory alignment.
- Collaborating with corporate compliance teams and auditors to align IT operations with industry standards and company policies.
- Performing annual compliance assessments related to key compliance deliverables, including risk profiling, access control policy management, and system criticality determination.
- Engaging with various stakeholders to certify the annual assessment of compliance deliverables in a timely manner.
- Overseeing compliance audits, conducting internal risk assessments, and ensuring proper documentation for regulatory reporting.
- Establishing and maintaining IT security policies, procedures, and controls to prevent compliance violations.
- Team Management:
- Guiding and mentoring a team of 23 members to ensure adherence to compliance protocols and performance excellence.
- Optimizing team productivity by implementing structured time management and organizational strategies.
- Conducting training sessions to empower team members with the latest compliance standards and IT regulations.
- Developing key performance indicators (KPIs) to measure compliance effectiveness and team performance.
- Facilitating cross-team collaboration to enhance knowledge sharing and best practice implementation.
- Stakeholder Management:
- Spearheading IT Operations initiatives by establishing and maintaining strategic relationships with key stakeholders.
- Project & Process Optimization:
- Leading cross-functional projects by defining and executing project requirements, objectives, and compliance-related deliverables.
- Enhancing operational efficiency by implementing streamlined IT compliance workflows and automation tools.
- Monitoring and improving IT processes, including Incident Response activities, to ensure regulatory compliance and risk mitigation.
- Implementing continuous improvement strategies by leveraging IT automation tools such as Power Automate.
- Conducting root cause analysis of compliance issues and developing corrective action plans.
- Service management:
- Managed the selection, performance, and development of staff to enhance team effectiveness, especially for remote employees.
- Collaborated with Service Delivery Managers (SDMs) in the Service Management teams to oversee the aggregate risk profile across the technology spectrum.
- Actively participated in working groups focused on improving service management processes and tools.
- Collaborated with other senior managers to develop strategic plans and objectives.
- Maintained up-to-date knowledge of compliance with a comprehensive range of internal and external systems, technology, policies, and procedures pertinent to our functional work team activities.
- Responsible for managing open roles and ensuring that the requisition files were checked once approved and the ID was generated, coordinated with suppliers to fill these roles, communicated with them for resumes, and shared shortlisted CVs with the hiring manager.
- Once candidates were selected, facilitated interview scheduling with team members and gathered feedback post-interview. Coordinated with the hiring manager for start dates and ensured that all required details were captured accurately. Additionally, I worked closely with our Global Staff Admin for onboarding processes and liaised with the Finance team for accounts payable tasks.
- I also coordinated with the Client Asset Management team regarding asset contacts and worked with our courier partner to dispatch assets to the respective resource locations. This involved processing all E-way bills and challans for the assets, maintaining records of all customer-provided assets in our inventory for compliance, and connecting with our Asset Management team for any headset or accessory requirements.
- I ensured that the same thorough process was repeated during offboarding, to guarantee compliance with all necessary protocols.
Associate Team Lead
Cocolevio India LLP
08.2022 - 10.2022
- Contingent work force Lifecycle management:
- Contingency workforce management for different services within the account. Acquiring resources from multiple vendors and managing the contingent labor lifecycle until offboarding. Maintain accurate and organized records of all contract extensions, including original contracts, extension agreements, and related correspondence.
IT asset Manager
ACS Solutions
09.2021 - 08.2022
- Billing and SKU’s Set up for all Managed Services (Client Contract Management)
- Record Keeping Maintained comprehensive records of all Managed Services Statements of Work (SOW) signed with clients to ensure clarity and compliance.
- Service Delivery Oversight Ensured that all services delivered aligned with the agreed SOW and designated Service Level Agreements (SLA). This involved regular communication with internal teams regarding Operating Level Agreements (OLA).
- Service Management Oversaw Various Managed Services, including end-user support, Infrastructure as a Service (IaaS), and product support. Coordinated closely with the SKU creator team to develop valid SKUs for each service.
- Onboarding and Resource Management Once roles were filled and new resources hired, liaised with the Global Staff Admin team to facilitate smooth onboarding. I also ensured the account payable processes were completed, which included the creation of Purchase Orders (PO) and maintaining accurate records.
- Customer Account Management Each month, prepared and sent Customer Approval Forms (CAF) for all services within SLA. I would wait for 7 days for their responses and then liaise with the Sales team for timely invoice processing.
- Financial Record Keeping after invoice generation, updated the inventory billing file to maintain accurate PO balance records.
- Renewals and Change Orders Engaged with the Sales team for annual or quarterly PO renewals and processed any change order forms necessary for modifications in service SOW.
- P2P Process (Account Payable)
- Lead P2P team to monitor performance KPI, including the service delivered by external party find out the process gap.
- Prioritize, design and implement the standardization of process for domain.
- Work with global team or businesses on any system upgrade or implementation. Collect needs and requirements of P2P process, involve into the baseline.
- Build up knowledge pool for P2P domain. Ensure the effectiveness of knowledge provision mechanism
- Provide training to P2P team members on how to write and maintain SOP/Working Instructions with FinOps standard.
- Involve into all accounting software development or optimization for P2P process. Initiate standardization and automation opportunities
- Benchmark with other markets for best practice and share with local team.
- Vendor management:
- Vendor onboarding, Vendor lifecycle management, replication of vendors across various regions, Vendor offboarding. Review the current vendor list from SAP Ariba and collaborate with managers for vendor coordination regarding open positions.
- Coordinate all vendor management tasks inclusive of working with external vendors and internal employees. Plan and conducts regular performance reviews with each major third-party provider along with relevant technology stakeholders.
- Proven record working in the areas of commercial management, sourcing initiatives, project management, accounting/finance, invoicing and consumption management.
- Develop/execute/contribute to enterprise-wide strategic initiatives, including savings initiatives, cost reduction, resource/location/outsourcing strategies.
- Strong analytical and structured way of working.
- Willingness to challenge the status quo (to improve existing processes)
- Lead on-boarding of new services/contracts to the team and ensure correct transition with adherence to standard consumption management processes.
- Vendor relationship management:
- Establish a single point of contact for suppliers to address their inquiries, manage their purchase order renewals, and facilitate discussions regarding process gaps and service level agreements.
- Contracts and SOW Management
- Engage with the legal team to draft the Statement of Work (SOW) and prepare SOWs for different vendors across various regions. Demonstrated ability to perform audits or assessments related to risk management and controls and to analyze results to identify opportunities for improvement.
- Negotiated complex contracts, leveraging meticulous attention to detail and strategic negotiation skills to drive a 20% savings annually.
- Implemented robust compliance framework ensuring adherence to state, federal and international contracting laws, reducing litigation cases by 30%.
- Developed key training programs for junior Contract Managers, increasing department efficiency by 40% over 6 months.
- Led team deployment of an advanced Contract Lifecycle Management (CLM) system, thus streamlining contract processes by 50%.
- Achieved a 95% client retention rate through proactive contract renewal efforts, mitigating risk of revenue loss.
- Purchase order Creation:
- Purchase Orders creation in SAP Ariba and Renewal of Purchase Orders for all suppliers.
- Month-End Closing:
- Assist with month-end closing activities, including preparing accruals, reconciling accounts payable balances, and generating reports for management review.
- Reconciliation:
- Perform regular reconciliation of vendor statements to ensure accuracy and resolve any discrepancies or outstanding balances.
- Reporting:
- Assist in month-end and year-end closing activities, ensuring all accounts payable transactions are recorded accurately.
- Billing Management and Reporting - Prepare comprehensive reports on billing activity and financial data for India, Europe, and Australia, including timesheet summaries and accruals.
- General Ledger:
- Create and manage budgets, forecast revenue and expenses, and track actual performance against the budget.
- Fulfillment center and inventory hub Management:
- Work closely with the Sales team to obtain Purchase Orders (POs) for all assets shipped to the client.
- Track orders from the client and process them to the Manufacturing unit.
- Collect data from the Dell Haft tool, ensuring that once the asset is delivered to the Fulfillment center, we connect with our courier partner for dispatch.
- Supervise the creation of Challans and E-Way bills by the team.
- Address queries and maintain thorough records of all PO, E-Waybills, and Challans.
- Implement a proper documentation process to minimize discrepancies.
- Share invoices with the customer and manage GST filing while ensuring compliance for lease assets.
- Oversee the Inventory hub, Fulfillment center billing, and payment processes, along with contract management.
- Review lease documentation for the Fulfillment center and establish new centers based on customer demand.
- Collaborate with the legal, GST, tax, and Sales teams to complete ongoing projects, including the closure of Fulfillment centers.
- Engage with the Tax team for audits and check that all assets surrendered are compliant with regulations.
IT Asset Team Lead
invitees
07.2017 - 12.2018
- IT Asset Management: Spearheaded end-to-end asset lifecycle management, including procurement, allocation, and tracking, ensuring 100% accuracy in inventory records.
- Compliance & Verification: Executed nationwide Physical Asset Verification (PAV), reconciling records with Fixed Asset Register (FAR) and ITSM database, reducing discrepancies by 30%.
- Asset Allocation & Tracking: Maintained real-time IT asset tracking, optimizing allocation processes to meet business demands efficiently.
- Procurement & Forecasting: Developed data-driven procurement strategies, ensuring optimal stock levels based on hiring trends and business expansion.
- Service Delivery & SLAs: Ensured seamless hardware deployments, adhering to strict SLA timelines while streamlining desktop surrender processes.
- Vendor Relations & Negotiation: Orchestrated vendor service meetings, negotiated contracts, and enforced quality compliance, driving improved vendor performance.
- Software & License Compliance: Governed software installations, managed licensing agreements, and enforced compliance with corporate policies.
- Asset Recovery & Exit Process: Supervised temporary asset recovery, minimizing loss, and efficiently coordinated employee exit asset clearance.
- Audit & Risk Mitigation: Participated in IT audits, identifying compliance gaps and implementing corrective actions to strengthen governance.
- Software asset management: Developed and implemented software asset management (SAM) policies, processes, and procedures to ensure compliance with software license agreements and optimize software spending.
- License management: Managed software licenses, agreements, and contracts, including procurement, renewal, and vendor management.
- Implemented software asset management tools and systems to track software inventory, usage, and entitlements.
- Collaborated with IT teams, procurement, legal, and finance departments to align software asset management practices with business goals and objectives.
IT Asset & Project Coordinator
HSB Infotech
03.2016 - 07.2017
- Client Service Management: Addressed client inquiries and resolved issues promptly.
- Coordinated with various teams to ensure client requests are handled appropriately and in a timely manner.
- Managed client accounts and transactions.
- Conduct client satisfaction surveys and implement necessary changes.
- Develop and maintain strong relationships with clients.
- Prepare regular reports on client interactions for management review.
- Asset Lifecycle Management: Directed IT asset tagging, tracking, and verification, ensuring a 99% accuracy rate in asset audits.
- Vendor & SLA Governance: Managed vendor performance, monitored SLA adherence, and resolved operational bottlenecks to maintain high service quality.
- Incident & Change Management: Led ITSM ticket management, reducing incident resolution time through proactive issue tracking and closure.
- Hardware & Software Oversight: Maintained configuration item (CI) records, ensuring precise asset data for procurement and compliance.
- Reporting & Compliance: Generated monthly IMAC reports, dashboard analytics, and risk assessments for continuous process improvement.
- Inventory & Storeroom Operations: Regulated IT storeroom operations, ensuring adequate stock availability while optimizing asset turnover.
- Financial & Procurement Coordination: Processed vendor invoices via SAP MM, collaborated on purchase orders (POs) and requisitions (PRs), and optimized IT procurement cycles.
- Software Licensing & E-Waste Management: Monitored software inventory, ensured regulatory compliance, and coordinated e-waste disposal with vendors.
Sr.IT Executive
Taj Edu globe
08.2015 - 03.2016
- IT Infrastructure Management: Provided technical support across multiple OS environments, including Windows, Linux, and Unix.
- Asset & Software Compliance: Administered laptop inventory, software licensing, and IT asset reporting, ensuring 100% compliance with company standards.
- Vendor Coordination & SLA Enforcement: Managed vendor SLAs, ensuring timely IT support and prompt resolution of technical issues.
- Network & System Administration: Configured and secured LAN/WAN networks, deployed encrypted wireless connectivity, and mitigated network vulnerabilities.
- Hardware Installation & Maintenance: Assembled and maintained IT hardware components, troubleshooting system failures and optimizing device performance.
- Technical Troubleshooting & Training: Diagnosed hardware/software issues, trained users on IT best practices, and optimized technical workflows.
- Audit & Compliance Management: Enforced asset verification protocols, aligned with audit policies, and ensured regulatory adherence.
Education
Bachelor of Technology (B.Tech.) - Applied Electronics & Instrumentation
KIST
Bhubaneswar, Odisha01.2013
Skills
- Customer Relationship Management
- Accounts Payable ,Billing
- Logistic
- Problem Solving
- Customer Engagement
- Hardware and Software Asset Management: IT Asset Tracking, Inventory Management, License Management, Vendor Management, Compliance Auditing, Lifecycle Analysis, Financial Forecasting
- Management of the complete life cycle of procurement and vendors
- Contingency workforce administration
- Management of services and contracts
- Process Automation & Workflow Optimization
- Project Management
- Operations & Service Management
- SLA & KPI Monitoring & Enhancement
- Strategic IT Procurement & Cost Optimization
- Incident & Problem Management
- Business Process Improvement & Standardization
- IT Hardware and software Asset management: E- Helpline, BMC Remedy, ServiceNow, SCCM, CMDB
- Data Analysis & Reporting: Excel, Power BI
- Power Automation & Workflow Optimization
- Procurement & Vendor Management: SAP Ariba (Purchase Requisitions, Purchase Orders, Invoice Processing)
- ERP & IT Service Management
- Proficiency in software asset management tools such as ServiceNow, or Snow Software
- Familiarity with ITIL (Information Technology Infrastructure Library) framework and best practices
- Supply chain management
- Strategic Sourcing
- Power BI
Certification
- AI foundation training
- Advance excel and automation
- Power BI
- Six Sigma Green belt
- Ethical Hacking
- Software asset management
Languages
English, Hindi, Odiya
Projects
Project 1: Laptop Heating Issue Resolution, Led root cause analysis to identify whether the laptop overheating issue was due to hardware faults or external factors, Coordinated with production teams, customer support, and customer-side technical leads, conducting weekly review meetings to track progress, Implemented and tested solutions, successfully reducing customer complaints from 200 to 10 within a set timeframe., Developed alternative solutions for cases where the primary fix was ineffective, ensuring minimum product replacements and cost savings., Strengthened customer trust and service efficiency by optimizing resolution processes and enhancing collaboration between internal and external teams., Project 2: Automated KPI & SLA Tracking Using Power Automate, Designed and implemented a cost-free automation solution to convert generic email requests into Microsoft Planner tasks for real-time tracking., Defined SLA categories, task ownership, and escalation mechanisms, ensuring seamless team workflow integration., Created custom Power BI reports to automate KPI monitoring, providing management with real-time performance insights., Ensured process standardization and control measures to prevent task duplication and maintain reporting accuracy., Enhanced team productivity and SLA adherence, reducing manual workload and improving tracking efficiency without additional software costs.
Awards
Taj Edu globe – Best Technical performer, Good Performer, Wipro: Employee of the year, Dell Technologies – More than 10 Applause Award, Bravo for “Delivering Results with Excellence and going above and beyond.
Affiliations
"Innovative thinker with a boundaryless approach to problem-solving under pressure.""Pushes past limits with creativity and composure under pressure."
Accomplishments
- Recognized with multiple accolades, including the Bravo Award and Going Above & Beyond, for outstanding contributions and consistently exceeding expectations.
Timeline
Principle Engineer
Dell Technologies
10.2022 - Current
Associate Team Lead
Cocolevio India LLP
08.2022 - 10.2022
IT asset Manager
ACS Solutions
09.2021 - 08.2022
IT Asset Team Lead
invitees
07.2017 - 12.2018
IT Asset & Project Coordinator
HSB Infotech
03.2016 - 07.2017
Sr.IT Executive
Taj Edu globe
08.2015 - 03.2016
Bachelor of Technology (B.Tech.) - Applied Electronics & Instrumentation
KIST
Similar Profiles
Reventh Raj YataReventh Raj Yata
SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
M.Banu PrakashM.Banu Prakash
Senior Analyst, Sales at Dell International Services (Dell Technologies)Senior Analyst, Sales at Dell International Services (Dell Technologies)
Reginald WilkinsonReginald Wilkinson
Quality Engineer at DELL TECHNOLOGIES / DELL EMCQuality Engineer at DELL TECHNOLOGIES / DELL EMC
Santosh MundheSantosh Mundhe
Sr. Manager Audit at Kansh Singla & Associates (CA Firm)Sr. Manager Audit at Kansh Singla & Associates (CA Firm)