Jimmy Patel - CSM®

Experience

• 

  IBM Global Process Services

  Apr 2010 - May 2011

  CRO

  Handling Collection Process for Gujarat Circle

• 

  Panamax InfoTech Ltd.

  May 2011 - Dec 2019

  •Having knowledge of VOIP Product (Calling Card, Call back,) support to relevant clients•Handling client query via phone, chat and email (24*7)•Co-ordinate with Development team to fix bugs and issues•Monitor volume of transactions•Accessing servers and pulling out logs to troubleshoot the issue.•Patch upload on server•Shift management•Management Reporting & Documentation.On-site visit to Dubai for project on Fin-tech Solution (2017/18/19)•Gathering the new business requirements of Client•Conduct Platform Training•Troubleshoot the soft launch and releases issues•Report bugs to remote location developer for immediate fix•Co-ordinate with vendors for integration queries•Present & Discuss on Project Plan•Prepare management reports when requiredOn-site visit to Conakry, Guinea for project on Fin-tech Solution ( Current )•Report bugs to remote location developer for immediate fix•Gather new business scope •FSD Scope mapping & Sign Off•UAT Testing & UAT Sign Off•Conduct Platform Training•Existing product Support •Co-ordinate with vendors for integration queries•Present & Discuss on Project Plan•Prepare management reports when required Show less

  • Sr. Technical Support Engineer

    Feb 2015 - Dec 2019

  • Customer Support Department

    May 2011 - Jan 2015
• 

  Panamax Infotech

  Jan 2020 - now

  Responsible for end to end Product Training.Working on Fintech SolutionEscalation Management of ClientCo-ordinate with Product & Engineering for new scope and fixes.Monitor and adhere Team SLASPOC of new business requirement and commercial agreements. Shift Management, Leave ManagementManagement Reporting & DocumentationDemonstration of the product to clientConfluence DocumentationOn-site visit for Project Scope & Phase Delivery and Support

  • Project Manager

    Dec 2022 - now

  • Associate Project Manager

    Mar 2021 - Dec 2022

  • Team Lead - Technical Support

    Jan 2020 - Feb 2021