System Administrator
Tata Consultancy Services
5 2021 - 08.2024
- Managed customer engagement for APAC cluster countries, serving as the primary contact for ANZ, ID, and MYSG markets, leading weekly meetings.
- Completed all Veeva CRM, Veeva Vault and Network tasks for successful merger of Indonesia, Malaysia and Singapore Markets.
- Spearheaded User Management Access and Modification Bot project, deployed across 115 countries, presenting demos globally, resulting in 8000+ requests resolved. Earned Star of the Month award for exceptional work.
- Enhanced User Management Bot, elevating request resolution from 45-50% to an outstanding 90-95%.
- Oversaw the rollout and provided L2 support for Bayer's Instant Messaging OTT across markets, ensuring seamless L3 support and ticket resolution.
- Conducted script testing and translation testing monthly for APAC markets, ensuring robust system functionality and localization.
- Participated in biannual Sandbox Refresh activity for China market, conducted rigorous testing and validations, ensuring a successful migration with no disruption to operations.
- Regularly conducting KTs for new colleagues as well as whole team for Instant Messaging, User Management and CF-CRM Sync.
- Creating custom reports for IM and markets of APAC regions as per their requirements and making mock MyInsight Report.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
