Manupreet Kaur

• Administering and maintaining Workforce Management application UKG Kronos.
• Experienced in Kronos Timekeeping , Scheduling , Forecasting concepts.
• Coordinated with vendors efficiently to secure necessary hardware/software components while maintaining cost-effective solutions.
• Led training sessions for staff members on new applications, promoting smooth adoption across the organization.
• Developed Workforce Interfaces and custom scripts to automate repetitive tasks, increasing team efficiency and reducing manual effort.
• Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Served as a subject matter expert in application critical incidents ,enhancements ,projects , offering valuable insights into best practices and innovative approaches.
• Established effective communication channels between developers, testers, and end-users throughout each project''s life cycle for optimal results.
• Extracting and refining SQL Adhoc Reports as per business requirements for system migration.
• Optimizing existing systems through regular performance analysis and necessary system upgrades.

• Provided application support with Trapeze Product Workforce Management widely used by Transit industry in North America.
• Escalate technical issues to development or technical operations team following prescribed support guidelines.
• Identifying opportunities , gather requirements from clients and translating them to sales team.
• Identifying improvements, bugs and logging them in JIRA.
• Tracked and prioritized Salesforce Cases and Requests based on severity and potential business disruptions involved.
• Designed training materials and reference guides for end-users.
• Participated in software testing, writing test cases and scenarios to improve future training.
• Trained TRANSIT staff to use and operate OPS Workforce Management.
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
• Collaborated with internal teams to resolve customer issues and support customer service goals.
• Conducted root cause analysis to identify basis of application problem.
• Updated and maintained knowledge base information for documentation and future reference.

Project : Microsoft IT- Volume Licensing

Responsibilities :

• Use SQL to debug, evaluate and solve the problems from customer data.
• Use SQL based implementations to detect the root cause of the problem.
• Ensuring the client systems are fully operational and any loss of service is restored in a timely manner.
• Providing a high level of service to the client and adhering to strict SLA's for response and restoration times.
• Interacting with daily sync up call with the peer groups.
• Closely worked with development team to deploy code on relevant servers.
• Perform production support activities, assigning, analyzing and resolving application related issues within specified SLA's.
• Recommended improvements to technical practices to enhance operations.