Summary
Overview
Work History
Education
Skills
Timeline
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Niha Baig

Summary

Detail oriented and diligent professional with experience in IT Application support, Software Assets and Business Management. Adept at collaboration, understanding business needs and able to learn new skills quickly.

Overview

17
17
years of professional experience

Work History

Senior Business Applications Analyst

HCL - FedEx
Collierville, TN
07.2022 - Current
  • Working on the ServiceNow platform for the Global Software Asset Management team including incident management.
  • Performing admin duties, which include, but are not limited to, creating entitlements, software catalogs, and allocating licenses for products such as Microsoft, Adobe, Oracle, and many others.
  • Managing the day-to-day software request queues for International and US domestic operations.
  • Managing the incident queue, providing support to users of various applications, including troubleshooting and resolving issues.
  • Collaborate with different IT teams and work on identifying the technical debt activity for onboarding Publishers into SAM Pro.
  • Working on the Azure Portal to import users into Active Directory for various software deployments.
  • Assist in developing strategies to enhance performance of applications across different platforms.
  • Identify opportunities to improve existing processes by leveraging technology solutions.
  • Documenting enhancement procedures and maintaining process guidelines.
  • Evaluate existing systems, identify areas for improvement, and develop solutions accordingly.
  • Creating comprehensive documentation for the operation and maintenance of business applications.
  • Support users in resolving complex issues related to the use of various business applications.
  • Managing vendor relationships for procuring necessary resources related to application development projects.
  • Knowledge of Tanium metering and reports for inventory management.

Application Support Analyst

MNM Tech
Memphis, USA
01.2022 - 07.2022
  • Supported USPS address correction and mail forwarding application.
  • Escalated technical issues to the development or technical operations team, following prescribed support guidelines.
  • Handled user account access management, assigning credentials, distributing permissions, and terminating defunct users.
  • Gathering user requirements and preferences for application changes, integrating feedback into subsequent patching schedule.
  • Contributed to technical support documentation by updating literature based on common support interactions and known issues with software.
  • Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques, and providing positive customer support.
  • Assisted end-users with application troubleshooting to determine causes of system malfunction.
  • Worked on daily reporting and ticketing tools.
  • Managed day-to-day systems performance and support/maintenance functions.

IT & Business Administrator

Hotel Metropolis Pvt Ltd
Hubli, India
08.2012 - 02.2014
  • Application support and user management
  • Software installation and troubleshooting
  • Planned, coordinated and controlled daily operations of sales, financial management and human resources
  • Installation, configuring and troubleshooting of Application
  • Developed and maintained the process of data backup according to the industry standards such as SLA
  • Managed office operations, scheduling and inventory audits
  • Fostered client and vendor relationship building through consistent and effective communication
  • Implemented business processes to streamline daily operations and increase efficiency
  • Established and maintained effective communication between business units and senior management
  • Documented business requirements, functional specifications and training procedures
  • Partnered with financial and customer operations teams to drive efficiency of business transaction processing using customer data
  • Providing collective status report of the team to management.

Business Administrator

Sana Educational Charitable Trust
Hubli, India
05.2007 - 08.2009
  • Communicated with multiple departments to plan meetings and prepare new student welcome packages
  • Helped coordinate dozens of recruitment events that contributed to high enrollment levels
  • Entrusted to manage office in the supervisor’s absence
  • Provided timely, courteous and knowledgeable response to information requests; screened and transferred calls; and prepared school correspondence
  • Co-developed training manual that enabled faster ramp-up for newly hired support staff
  • Created PowerPoint presentation used by Office of Admissions to market executive support programs
  • Earned citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service.

Education

Bachelor’s Degree - Accounting and Taxation

Karnataka Women’s University
India
05.2009

Skills

  • Software Asset Management
  • Service now
  • Application Support
  • Business Administration
  • Contract Management
  • Requirements Gathering
  • Workflow Analysis
  • Process Mapping
  • Tanium
  • Business Documentation

Timeline

Senior Business Applications Analyst

HCL - FedEx
07.2022 - Current

Application Support Analyst

MNM Tech
01.2022 - 07.2022

IT & Business Administrator

Hotel Metropolis Pvt Ltd
08.2012 - 02.2014

Business Administrator

Sana Educational Charitable Trust
05.2007 - 08.2009

Bachelor’s Degree - Accounting and Taxation

Karnataka Women’s University

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Niha Baig