Oct 2023 – Present
Senior Product Analyst
Google Operations Center
- Optimise processes to improve efficiency while ensuring SLA adherence and service quality.
- Gather, analyse and document business requirements through stakeholder engagement and process walkthroughs.
- Translate requirements into functional solutions with business and technical stakeholders.
- Create and maintain process flows and knowledge-base documentation; support escalations and cross-functional issue resolution.
- Identify product gaps and process loopholes, track operational KPIs and prepare reports for data-backed decisions.
- Conduct onboarding and process training, support compliance audits, monitor real-time operational conditions and collaborate with QA on fixes and enhancements.
- Evaluate automation impact and continuously optimise workflows based on recurring customer and operational patterns.
Product OperationsCustomer SupportSOPsBRDsProcess FlowsKPI AnalysisQAEscalations
Jan 2023 – Oct 2023
Tech Process Associate – Infrastructure
Cognizant
- Managed Windows Active Directory, user accounts, group policies, IAM and domain services.
- Troubleshot Windows 7, 10 and 11 operating-system issues and handled incident, service and change tickets within SLA timelines.
- Installed, configured and maintained Server OS environments and DHCP scopes.
- Created knowledge-base articles and training documents using Excel, Google Sheets and Microsoft 365 for reporting and documentation.
- Maintained customer service quality through structured troubleshooting and service improvement initiatives.
WindowsActive DirectoryIAMDHCPIT TicketsIncident Management
Oct 2022 – Jan 2023
Customer Support Associate
Amazon
- Answered product and service questions and identified appropriate customer solutions.
- Communicated with vendors regarding backorders, future inventory and special-order scenarios.
- Provided international technical support to SaaS customers.
Customer SupportTechnical SupportSaaSVendor Coordination