Tarang Aswani

Jersey City, NJ 551-***-**** adz47e@r.postjobfree.com LinkedIn

Summary

11+ years of experience in the field of customer management and strong analytical and problem-solving skills. Strong people management skills with over 6 years of team management.

Experience

Certificial: User Support Manager - (Mar’21- Jan’23) Designation: Manager

Role and Responsibilities:

• Overseed the daily operations of Certificial’s User Support team.

• Utilized metrics to manage the User Support desk and ticketing systems effectively.

• Responsible for remediating level 1 technical issues and executed first touch resolution which includes identifying or remediation.

• Analyzed gap in existing support processes, suggested and initiating in reengineering processes.

• Identified and implemented continuous process improvement opportunities to build a world-class support model that supports Certificial multi-sided platform.

• Implemented strategies to reduce incoming User Support tickets by working with Customer Success, Product Management, and Engineering

• Overseed the hiring, onboarding, and day-to-day operations of User Support Specialists

• Provided continuous feedback, coaching, training, and development assistance to the User Support Team to foster ongoing growth while upholding their status as Certificial experts.

• Trained new hires and preparing process documents. SOC2 Project

• Worked on implementing various processes to help organization get SOC 2

• Analyzed, planned and developed requirements as per SOC 2

• Directed and defined clear deliverables, roles and responsibilities for the team. Regularly conducted team meetings to determine progress and address any questions or challenges regarding projects.

Oracle India Pvt Ltd : Incident Response Managed cloud - (May’13- July’19) Designation: Team Leader

Role and Responsibilities:

Responsible for handling operations of Incident Response & Escalations, a globally dispersed support team spanning across India, Chile, China, Japan, Brazil and US. Directly responsible for leading team working out of India (Hyderabad, Bangalore, Noida). Functions handled can be broadly categorized as follows:

Remediate Level 1 technology issues and execute First touch resolution which includes identification and remediation, either direct or indirect, of issues for the applications.

Manage team which was responsible for handling change management, incident management and service delivery activities.

Analyzed gaps in existing support processes, suggesting and leading initiatives to re- engineer process.

Hiring, Skill-gap-analysis for my support engineers, Operation schedules, Role distribution.

Task assignment, team review and productivity/performance reviews.

Focus on professional development of my team members. Escalation Management & Customer Advocacy

Escalation point of contact for the cloud customers in case of standard process breakdown. Worked as liaison between Customers and Operations to deliver seamless service and assist in planning/coordinating major change activities. Program Manager for Security Compliance

Worked on the Security council direction to secure our customer base by mandating Security patching every quarter and adhoc mitigation steps for vulnerabilities.

Chalked out the processes, standards, reporting and tooling aspect for planning this massive exercise. This includes aligning operational resources, planning automation details, accommodating customer’s business events to ensure least possible disruption to customer business.

Senior Technical Analyst

Mentored the team on handling Incidents raised by the customers, product support or via EM tool while ensuring these are handled as per the defined SLAs.

Led the transition plan for setting up DBA team to handle change management activities which included training plan

Streamlined the DBA support for critical customers resulting in high degree of customer satisfaction.

Resource scheduling and work assignment as per customer and operational priorities. Monitor and validate the work of team.

Collaborated with customers to plan and schedule all important activities.

Continuous process improvements in all areas including communication, shift transition, documentation etc.

For better operational governance, worked around a web of TAS / SMS / Email alerts for critical customers and issues thus eliminating the need for manual monitoring. High Touch Project Lead

Assisted special Oracle’s customers through the Customer Incident Management

Handled High touch project started for highly escalated customers. Main role was to be the POC for these customers and coordinate with operations to ensure a high level of service with acceptable turnaround time for escalated issues.

Audit the service management processes (Incident Management, Change Management, Problem Management)

Responsible for handling escalations from OMCS customers and ensure escalations are closed in a timely manner.

Received multiple appreciations from customer management team for efficiently handling customer escalations.

CPA GLOBAL: Intellectual Property Management - (Dec’11- Dec’12) Designation: Business Developer for Latin America (Translator) Role and Responsibilities:

• Responsible for owning and driving an operational ongoing, cyclical business process to deliver IP Payment services for patents and trademarks to our clients, as well as the client services associated with on boarding and maintaining client data and relationships.

• Helping identify opportunities for growth and capturing customer insights to support the generation of new product and service ideas.

Nucleus software GLOBAL : Intellectual Property Management - (July’10- Dec’11) Designation: Spanish/Portuguese Language Expert (Business Developer for Latin America) Role and Responsibilities:

• Responsible for Requirement Gathering, Requirement Analysis, Business Process Mapping, Value Workshops and Product Demonstrations for Nucleus Lending Products

• Able to identify client’s business needs and current practices.

• Mapping the requirement with system to meet client expectations.

• Interaction with Development Teams and Product Teams for solutions & enhancements to be undertaken in the Product as per requirement from different customers and competitor offerings.

Education

Examination Year Board/University

B.A Hons 2004-2007 Laxmi Bai College, Delhi

University

Master’s in Arts 2007-2010 Himachal University

C1 in Spanish Language 2007-2010 Instituto Cervantes de Nueva Delhi

Intensive Advance Diploma Portuguese Language 2007-2008 Delhi University

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