Varun Chopra

Project Management

• Coordinated with General Manager in different operational issues and promotional activities.
• Developed and maintain operational guidelines for staff.
• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
• Dashboard Creation - designing and developing visually appealing and user-friendly dashboards
• Impactful PowerPoint presentations
• Structure and organize content in a logical and coherent manner to effectively present complex information in a simplified and digestible format

Technical

• Log analysis, incident response, vulnerability assessment, security tools (e.g., Kenna, Qualys, Guardium, Splunk), threat detection, and compliance regulations (e.g.PCI-DSS)
• Detecting and mitigating security incidents through log analysis
• Effectively managed security incidents, including log analysis, triaging, containment, eradication, and recovery
• Tools worked upon - Kenna, Qualys, Guardium, Splunk

• Facilitating seamless collaboration with Japanese translators to ensure precise report formatting
• Generating Remedy tickets and promptly escalating them to the appropriate team for swift resolution
• Consistently pursuing closure of open Remedy tickets through proactive follow-up
• Thoroughly reviewing financial reports to identify and rectify any discrepancies
• Utilizing Method, a financial tool, to publish financial reports in both Japanese and English languages
• Conducting weekly calls in Japanese and English with clients to provide updates on work progress
• Generating weekly reports

• Generating Remedy tickets for IT-related issues reported by end user
• Resolving user issues through various channels, including phone, email, and Skype
• Comprehensive service coordination for seamless execution
• Facilitate communication with international clients to address their inquiries
• Facilitate coordination with the technician team to relay queries and provide relevant details
• Developing a well-structured timeline for timely completion of the necessary tasks
• Offering comprehensive technical support to users worldwide, including Japanese-speaking individuals
• Escalating incidents to the appropriate teams, such as Level 2, Level 3, or the designated concern team
• Providing support through remote desktop screen sharing and Team Viewer assistance
• Facilitating coordination among the Wintal, Networking, and other relevant

• Managing and controlling process deviations
• Managing and overseeing Client Relationship Management (CRM) activities
• Managing and driving business development and marketing efforts
• Preparing daily, weekly, and monthly reports
• Regularly updating process manuals and distributing them across all stations
• Managing feedback effectively and taking necessary actions, if warranted

• Receiving incidents from clients and responding to their emails within the designated timeframe
• Effectively resolving incidents utilizing various tools such as Service Now and Clarity
• Performing troubleshooting for configuration issues in MS Projects
• Escalating necessary incidents to the higher-level Tier 2 team
• Proactively following up on pending incidents and providing timely updates to the client
• Generating reports based on received incidents and application testing

• Supported clients with business analysis, documentation, and data modeling.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Collaborated with teams to define, strategize, and implement marketing and web strategies.
• Onboarded and managed new client accounts to boost retention rates.
• Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
• Analyzed problematic areas to provide recommendations and solutions.
• Evaluated customer needs and feedback to drive product and service improvements.