Maunee Desai
Brampton,Canada
Summary
Analytical and customer-centric IT consultant with over 7 years of experience in software implementation, business analysis, and technical support. Demonstrated expertise in leading complex projects, capturing and documenting business requirements, and configuring solutions that align with customer objectives. Proficient in data analysis, SQL scripting, and generating valuable business insights. Seeking an opportunity to utilize skills in IT consulting and solution delivery to effectively drive positive business outcomes for clients.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Consultant
Total e Integrated
09.2020 - Current
- Worked on implementation projects, gathering detailed business requirements, and configuring custom solutions.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Develop SQL queries to diagnose and resolve software issues, generating business reports and data insights for clients.
- Collaborate with cross-functional teams (development, project management, and client teams) to troubleshoot and deliver solutions.
- Document processes and provide training to internal and external stakeholders.
- Manage software upgrades and releases, ensuring smooth transitions and minimizing system errors.
- Spearheaded a new hire training program, reducing onboarding time by 35% through the development of comprehensive training materials and interactive workshops using LMS platforms, effectively integrating employees per quarter.
- Engineered and optimized SAP system configuration, resulting in a 15% increase in operational efficiency within six months.
- Liaised with customers, management, and the sales team to better understand customer needs and recommend appropriate solutions.
Application Support Analyst
Total e Integrated
05.2017 - 09.2020
- Provide unparalleled 1st and 2nd tier technical support for Point of Sale (POS) applications for retails, restaurants (Food and Beverage), hotels (Lodging) and Payment Processor (Shift4, UTG, ETS, Converge) to ensure optimal durability and reliability
- Write SQL queries and scripts to correct various issues, for reporting and research purpose
- Identify defects within all Total E applications, work with clients and project management team on a code change and new fix in upcoming Release
- Update and create incident management tickets in the JIRA application
- Perform user account maintenance, managed incidents and provided resolution for end-users technical challenges
- Troubleshoot hardware/software issues
- Ensure that complex defects and problems are resolved through production releases and upgrades
- Write and update process support documentation
- Develop new processes for internal and external users
- Utilize knowledge base tools to train team members and clients for technical & business aspects
- Help clients to generate business reports using Crystal Reports and reporting dashboard
- Decrease system errors through the discovery of redundant data within the database, which led to working with the Development team on the clean-up of data
- Manage printer services including server and printer configuration, troubleshooting, and maintenance
- Investigate issues with Reports, create new reports, and deployed changes using SQL data compare
- Working with the development team to assess issues and test for solutions
- Working closely with consultants to advice important changes on the system level as well as UI level
- Complete root cause analysis of defects
- Update client databases and client files by using SQL Compare and SQL scripts after the new software release
- Continuously work with the developers, project managers, consultants and customer support team to maximize productivity and minimize the issues.
Engergy Advisor
Just Energy
03.2016 - 04.2017
- Resolve customer issues in relations to their electricity
- Researching required information using available databases like outlook, Customer Relationship Manager (CRM), iSigma, ERCOT; and formulate viable solutions
- Analyze and Provide financial solutions
- Sell additional services by recognizing opportunities to up-sell accounts; explaining new features and benefits
- Investigate customer complains, quality calls, Market Tracks and respond to emails
- Assist on resolving Pending Deals and highly escalated issues
- Create call information and investigation reports according to standard operating procedures.
Customer Service Representative
Walmart
10.2013 - 06.2015
- Assists customers with Cash out procedures, while upselling and promoting necessary merchandise
- Assists customers while maintaining modular and feature presentation of assigned duties
- Assisting Customers in finding merchandise, answering register calls, operating the register when needed, and showing a high sense of urgency with all assignments
- Zoning the department and ensuring the merchandise is properly signed and priced
- Follow proper procedures for handling claims merchandise.
Agent Support/Customer Service Rep
Aditya Birla Minacs
02.2012 - 08.2012
- Served Western Union Agents, and provides assistance to customers regarding product utilizing prescribed quality call handling process
- Trouble shooting level one
- Handled Western Union money transfers for customers
- Assist customer queries while keeping up to date with Western Union policies
- Provided technical assistance, checked history, entered new sales, and resolved password issues for clients using AS400 application to deliver unparalleled customer service
- Met required KPIs (Key Performance Indicators) as required by the campaign
- Assisted Account Executives and senior WU management in resolving issues in a timely manner
- Handled escalated situations with tact and diplomacy
- Handled and maintained confidential information pertaining to banking institutions and store locations.
Machine Operator (Encapsulation machine)
Canadian Action Force (Kee Action Force)
02.2011 - 02.2012
- Performed operation using an encapsulation machine, and directed team to accomplish a safe and productive shift
- Documented, and maintained tablet press process information periodically as per standard operating procedure to ensure upmost product quality
- Reassemble and disassembles various capsule filling machines to keep them clean and proper maintained
- Diagnosed and repaired manufacturing issues for encapsulation machine using great attention to detail and up-to-date product knowledge to ensure that issues were resolved in a timely manner.
Education
Bachelor of Engineering (B.Eng.) - Chemical Engineering
Dalhousie University
01.2015
Diploma in engineering - Chemical Engineering
Dalhousie University
01.2013
Diploma in Mathematics - Engineering
American River College
01.2009
Skills
- Customer Engagement
- Facilitation
- Analytical Skills
- Quality Assurance
- Failure Analysis
- Configuration Management
- Best Practices Implementation
Websites
Certification
Certified Scrum Product Owner (CSPO)
Previouspositions
- Application Support Analyst, Total e Integrated, Toronto, Ontario, Canada, 05/2017, 09/2020, 3 years 5 months
- Engergy Advisor, Just Energy, Mississauga, 03/2016, 04/2017, 1 year 2 months
- Customer Service Representative, Walmart, 10/2013, 06/2015, 1 year 9 months
- Agent Support/Customer Service Rep, Aditya Birla Minacs, 02/2012, 08/2012, 7 months
- Machine Operator (Encapsulation machine), Canadian Action Force (Kee Action Force), Brampton, 02/2011, 02/2012, 1 year 1 month
Languages
Hindi
Gujarati
English
Currentposition
Consultant, Total e Integrated, Brampton, Ontario, Canada, 09/2020, Present, 4 years 1 month
Timeline
Consultant
Total e Integrated
09.2020 - Current
Application Support Analyst
Total e Integrated
05.2017 - 09.2020
Engergy Advisor
Just Energy
03.2016 - 04.2017
Customer Service Representative
Walmart
10.2013 - 06.2015
Agent Support/Customer Service Rep
Aditya Birla Minacs
02.2012 - 08.2012
Machine Operator (Encapsulation machine)
Canadian Action Force (Kee Action Force)
02.2011 - 02.2012
Bachelor of Engineering (B.Eng.) - Chemical Engineering
Dalhousie University
Diploma in engineering - Chemical Engineering
Dalhousie University
Diploma in Mathematics - Engineering
American River College
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