Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Software
Affiliations
Timeline
Generic

Firdouse M Ali

Bengaluru,ME

Summary

Results- oriented professional with comprehensive background in vendor management, KYC ( Know your customer) leveraging database expertise, application support leadership, and Release management.

Proven track record of optimizing vendor relationship, ensuring regulatory compliance through robust KYC Processes, providing effective application support and orchestrating successful software releases and deployments. A Strategic thinker with keen eye for detail, adept at enhancing operational efficiency and mitigating risks. Possesses strong communication, analytical skills, problem solving capabilities and commitment to continuous improvement.

Proven ability to bridge the gap between business needs and technical implementation, facilitating successful project outcomes. Experienced in documenting specifications, creative comprehensive reports and providing valuable insights for informed decision making.

A Dedicated leader focused on achieving excellence across diverse functions within the financial and technology sectors.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Application Support Team Lead

TCS - HP Indigo Project
05.2022 - Current
  • Enhanced application performance by identifying and resolving technical issues in a timely manner.
  • Streamlined support processes for improved efficiency and user satisfaction.
  • Reduced downtime with proactive monitoring of application health and performance.
  • Boosted customer satisfaction through prompt and effective resolution of escalated support tickets.
  • Collaborated with cross-functional teams to ensure seamless integration of new applications and updates.
  • Achieved high levels of internal customer satisfaction through close collaboration with business units to address their specific needs and concerns.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Created user accounts and assigned permissions as a part of upgrade project.
  • Optimized team productivity by implementing effective task prioritization and resource allocation strategies.
  • Part of release management overseeing planning, coordination and execution of software releases.
  • Ensure smooth deployment, coordinating with development and operations teams, managing release schedules, and implementing release best practices to deliver high quality services.
  • Collaborate with various stakeholders to minimize disruptions and optimize the release process.
  • Ensured all documentation and continuous improvement of release team and process.

Senior Business Analyst

Tata Consultancy Services - Swiss Re Project
03.2020 - 02.2022
  • Collaborate with stakeholders to understand business needs, gather and analyze requirements for supply chain projects, and ensured alignment with business objectives.
  • Manage supplier performance scorecards and KPIs and provide development assistance Identify existing non-compliant activities and develop best practice solutions to become compliant.
  • Perform periodic Supply Chain business reviews with internal and external customers.
  • Communicating with vendors and inspecting their performance, practices, and compliance
  • Documenting vendor records and payment details.
  • Handling service now tickets and ensuring smooth handling of requests within the SLA.
  • Reporting team stats to clients on a daily, weekly and monthly basis. Handled Migration of client accounts.
  • Handling daily, weekly and monthly client reporting.
  • Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.
  • Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
  • Collaborated with stakeholders to define project objectives and criteria.

KYC Specialist

TCS - DB Project
06.2017 - 01.2020
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Reviewing new customer accounts and verifying their identities
  • Perform the required KYC screening on new clients by documenting and corroborating the information obtained on the client as required by the Global KYC Procedures utilizing a variety of independent research sources
  • Assisting in the organization's efforts to prevent money laundering, terrorist financing, and other illicit financial activities.
  • Maintain detailed records on clients for second-level review.
  • Track and report all documentation breaks.
  • Liaise with Clients, Front Office, Credit, Legal and Operations as necessary as part of the KYC process.

Senior Analyst

TCS -Juniper Technologies
07.2015 - 07.2017
  • Enhanced order processing efficiency by implementing advanced software systems and streamlining workflows.
  • Responsible for ensuring Maintenance of Field Contracts in SAP, sample orders for sales and accounts needs and return processing.
  • Pricing correction handled for the team as a part of audit.
  • Managed invoicing orders, calculating and crediting accounts for daily reports.
  • Created and submitted invoices and statements to customers.
  • Verified all pertinent information, contract, purchase order signature authorizations.


Technical Support Representative

Dell International Services
01.2013 - 12.2013
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.

HR and Marketing Manager

Shawar Nissan
10.2011 - 11.2012


  • Boosted sales performance through the creation of engaging promotional materials and targeted advertising strategies.
  • Recruiting sales executives and handling there payroll.
  • Collaborated with cross-functional teams to ensure consistent branding across all company touchpoints and communications channels.
  • Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
  • Provided expert guidance on labor laws and regulations, mitigating legal risks for the organization.
  • Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
  • Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.

Education

MBA - HR And Marketing

Rabindranath Tagore University
Bangalore
06.2021

Bachelor's of Computer Applications. - Computer Science

Chaudhary Charan Singh University
Meerut
03.2011

High School Diploma -

N M K R V PU College
Banagalore
03.2008

Skills

  • Leadership
  • Vendor Management
  • Release Management
  • Application Support
  • Incident Management
  • Verbal and Written Communication
  • Agile Methodology
  • Cross-functional Collaboration
  • Decision Making
  • Excel Proficiency
  • Problem Solving
  • Supply Chain Management
  • Business Analysis
  • Managing Releases
  • Supporting Operations
  • Change Management

Accomplishments

Learning Achievement Award

Service & Commitment Award

Certification

ITIL Foundation Certification

CBO : MFDM AI_Beginner_Foundation_Curriculum

Machine Learning

Agile Way of Working Foundation

BPS : KYC Basics_Foundation

Languages

English
Full Professional
Hindi
Full Professional
Urdu
Native or Bilingual
Kannada
Full Professional

Software

Spreadsheets

MS Office applications

Affiliations

  • Playing chess, Badminton.
  • Music, Reading

Timeline

Application Support Team Lead

TCS - HP Indigo Project
05.2022 - Current

Senior Business Analyst

Tata Consultancy Services - Swiss Re Project
03.2020 - 02.2022

KYC Specialist

TCS - DB Project
06.2017 - 01.2020

Senior Analyst

TCS -Juniper Technologies
07.2015 - 07.2017

Technical Support Representative

Dell International Services
01.2013 - 12.2013

HR and Marketing Manager

Shawar Nissan
10.2011 - 11.2012

MBA - HR And Marketing

Rabindranath Tagore University

Bachelor's of Computer Applications. - Computer Science

Chaudhary Charan Singh University

High School Diploma -

N M K R V PU College

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Firdouse M Ali