• Provide consulting in process improvement using various offerings like Service Management solutions.
• Job responsibilities included analyzing industry trends, customer scenarios & other pertinent data; generate business-focused reports, briefings; provide response to RFI, RFP, or prepare approach notes; develop and articulate clear value propositions with facts based on research to the sales team.
• Worked on a consulting assignment from offshore providing analysis and reports for various business metrics to client.
• Worked with research team to extract secondary information to develop new offerings.
• Defined & managed content quality metrics.

Leading a Team of 11 resources; where 2 resources are monitored remotely.Provide a global 2^nd level support to GM Dealers.In duration of 1 year I have transitioned 4 different application/processes.

• Provide expert level support on Oracle internal applications.
• Do user acceptance testing on Oracle products (e.g.: Collabsuite, Files Online (Shared Services, Calendar clients) and report bugs with the resolving groups.
• Work with different resolving groups, which develop applications and interact with the customers to update the clients about the status of the requests.
• Generate reports for management and to the customer on the bugs / Service Requests logged and resolution time taken on Service requests.
• Do a Root Cause Analysis of issues escalated from Level I support and provide documentation to avoid escalation of frequent problems that gets escalated.

Troubleshooting VPN, Oracle Email interfaces, Palm Issues