Ravi M
Service Analyst Officer
Chennai
Summary
Creative professional experienced in analyzing and improving service delivery. Achieved organizational growth by identifying inefficiencies and implementing effective solutions through technical and innovative skills. Focused on collaboration and adaptability to meet evolving needs.
Overview
3
3
Languages
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Service Analyst Officer
CITI BANK N.A.
07.2021 - Current
- Interacting with corporate clients and scheduling the implementation of required software and training.
- Providing Training and pilot processing in Trade (Import-export, LC, DAN, GR Wavier, BG) and in the various module to the Citi corporate customers.
- Implementing Banks Converter Software and training the Financial teams in Corporates
- Coordinate with internal business Team on client project requirements to ensure successful delivery of our customers.
- Troubleshooting java related issues, Citi flex Converter related issues from different regions through remote access.
- Providing secure transfer of data to the clients with the help of SMIME Tool Encryption/Decryption Utility.
- H2H setup and encryption decryption certificate update to avoid security error.
- Providing Solution to client to generate report (cash statement report, Transaction Initiation report, balance report) and help to setup AFRD, MT940 etc.
- I am responsible for handling customer tickets of our premium clients and maintain a TAT of 12 hours. I have had an excellent track record and have been awarded star employee for several quarters.
Technical Support Engineer
Clover Info Tech Pvt Ltd
09.2018 - 03.2021
- Interacting with corporate clients and scheduling the implementation of required software and training.
- Providing Training and pilot processing in Trade (Import-export, LC, DAN, GR Wavier, BG) and in the various module to the Citi corporate customers.
- Implementing Banks Converter Software and training the Financial teams in Corporates
- Training for the finance team in corporate organization about salary process vendor payment process.
- Supporting in payments failure stage, and re-upload the payments.
- Co-ordinate with internal business Team on client project requirements to ensure successful delivery of our customers.
- Providing secure transfer of data to the clients with the help of SMIME Encryption/Decryption Utility.
- Providing Solution to client to generate report (cash statement report, Transaction Initiation report, balance report) and help to setup AFRD, MT940 etc.
- Supporting for the banking software’s, developing process (CITI CORPORATE BANK).
Process Associate
Kelly Services
05.2015 - 03.2018
- Process – Barclaycard complaints Logging and Decision Making (UKC DM).
- Complaints Handling – Barclaycard Complaints.
- Investigating the Complaints and making the Final Response letters to customer.
- Validate individual customer data with regards to the complaint.
- Validate IVA/Bankruptcy details, if customer is in IVA & Process payments to the IP accordingly.
- Auditing the Payment cases processed by the processing advisors.
- Maintaining 100% Quality without any Error / Risk Events.
- Making Daily, Weekly & Monthly Process reports for Management Reporting.
- Achieving monthly target of 100% Quality and Productivity.
- Supporting for the banking backend process (Barclays Shared Services).
Senior Technical Support
Redim Software Technologies Pvt Ltd
12.2012 - 04.2015
- Provided day-to-day support for all workstations and laptops as technical expert in end user system support.
- Build and maintain workstation manage, deploy, and support desktop security patches
- Build and maintain workstation management, deploy, and support desktop security patches
- Installation of Antivirus, Patches & Updates from Backend side & frontend both Experience in installation of Windows, configuration, Technical troubleshooting, support of server Hardware, operating systems, Microsoft application software
- Handled remote support & Net meeting support using following applications software Team Viewer, anydesk and WebEx.
- Installed antivirus software, patches, and updates from backend and frontend; configured Windows, performed technical troubleshooting, and supported server hardware and Microsoft application software.
- UIDAI data’s uploaded through SFTP.
- Identified areas of interest in technology and user support.
- Assisted users with banking software and application-related issues.
- Delivered product and software support to end users.
Education
Master of Computer Application - Computer Ap
Anna University
Chennai 05.2009 - 06.2012
Bachelor of Computer Application - undefined
Annamalai University
01-2009
Skills
Customer Needs Assessment
Technical troubleshooting
Client engagement
Cross-functional Collaboration
Training facilitation
DECLARATION:
I hereby solemnly declare that all the information furnished above is true to the best of my knowledge and belief. Place: Chennai Date
Timeline
Service Analyst Officer
CITI BANK N.A.
07.2021 - Current
Technical Support Engineer
Clover Info Tech Pvt Ltd
09.2018 - 03.2021
Process Associate
Kelly Services
05.2015 - 03.2018
Senior Technical Support
Redim Software Technologies Pvt Ltd
12.2012 - 04.2015
Master of Computer Application - Computer Ap
Anna University
05.2009 - 06.2012
Bachelor of Computer Application - undefined
Annamalai University