ITIL and Six Sigma Green Belt certified professional having 6.5+ years of IT experience which includes – Analysis, Design, Production Support, Execution, Project Management, Sales Tools Support, Vendor Management.
Have good knowledge of Support tools - BMC Remedy, CloudPlus, Mastercraft, Service Now, HEAT, IcM (Microsoft Internal), and Sales Tools like Salesforce, Outreach, LinkedIn Sales Navigator, Clari, Gong, Wingman, Apptopis, etc.
Have been associated with a growing start-up as CleverTap, focused on User Retention for various Enterprise companies.
Have been associated with projects for customers such as Microsoft, P&G, Aker business Solutions, McDermott, Postnord, The Vanguard Group, etc.
Good knowledge of Customer Relationship Management, Vendor Management, Audits, Service/ Process Improvement Plans, Quality Assurance Management, Employee and Customer Engagement Programs.
Work Experience 22nd Feb – Present : CleverTap Private Ltd. Designation: Associate Manager - Sales Tech – Sales Operations Role Associate Manager- Sales Operations
Responsibility Process: Develop, improve, document: Sales tools procurement/ assignment/ vendor management & renewals. Sales Support: - Tools support (configuration, support tickets to OEM, escalation, alignment & training), Enforce optimal license usage, Support audit requirements with IT for ISO, Own contract repository for tools & monthly approvals of invoices, Monitor, take feedback, address queries, identify gaps, Own corrective measure towards the same Reporting: - Validate & Publish monthly/ Quarterly/ yearly reports (license usage, count & cost) Content: - Own support tools training content on the internal portal. Project Management: -Automation, Software requirement, Use case: Requirement definition/documentation, Use case: Prioritisation, Testing for release, Training video (Includes a Project for Incentive Calculation Application for Account Executives and Partners) Achievements Have received various appreciations from the Vendors and teammates for showing consistency, on-time and round the clock support, driving projects from start to end with continuous tracking and involvement.
9 th March 2015 – 19th Feb 2021: Tata Consultancy Services Ltd. Designation: IT Analyst Roles Performed Role Backup Project Lead - Identity and Access Management (Microsoft) 4
Responsibility As a Backup PL, my core responsibilities mainly dealt with Audits (internal and external), Risk Registers, Major calls with Client, Recruiting associates (including taking interviews), Onboarding, Annual Appraisals, Working on RFPs, creating and managing financial reports. I am also responsible for handling a team of about 25 associates. Prashali Gurnani +91 9623050340 firstname.lastname@example.org D.O.B: 20th Nov, 1992 Page: 2
Achievements Have received various appreciations from the Client for Continuous Improvement along with an Award for “Team Management and Mentoring
Technical Lead/ Service Excellence Lead - Identity and Access Management (Microsoft)
Responsibility Associated with Microsoft as an IAM Lead. My core responsibilities were based on security aspects related to the SAW (Secure Admin Workstations) devices, Smart Cards, used to log in to SAWs, and other Identity based issues. I also looked into Weekly And Monthly Reports, Risk Registers, Ticket Auditing, Weekly Sync-up calls with clients, etc. I was also responsible for handling a team of about 20 associates.
Achievements Have received various appreciations from the Client for continuous Improvement and timely updates along with an On the Spot Award and Service and Commitment Award.