Dharshini Raju

Subject Matter Expert (SME) – Major Clients (Intel, Vertiv) Intel:

• Generated and delivered daily Turnkey reports detailing inbound/outbound message transactions on the E2open platform, ensuring seamless communication and operational transparency.
• Acted as a key liaison, joining daily/weekly calls with Intel to address technical queries and provide updates on case progress, ensuring client satisfaction and efficient issue resolution.

Vertiv:

• Compiled and shared daily warning transaction reports for Vertiv and its partners, ensuring timely identification of issues and maintaining data accuracy.
• Analyzed transactional warnings, provided detailed root cause analysis, and recommended solutions to prevent recurring issues, improving process reliability.
  
  

Key Projects
1. Java B2B Upgrade Initiative (2024)

• Led the Java B2B system upgrade across multiple clients and trading partners by issuing notifications and obtaining necessary acknowledgments prior to executing the upgrade.
• Arranged and conducted client onboarding sessions, guiding them through the installation and setup of the new B2B client version.
  Executed pre/post-upgrade testing of message flows with clients to ensure seamless transaction processing before finalizing the upgrade.

2. OAuth Password B2B Renewal Activity (2022/2024)

• Proactively gathered information on expiring OAuth passwords for tenants and partner URLs, ensuring a smooth renewal process by coordinating with clients.
• Sent out notifications to clients, scheduled renewal activities, and verified their availability to avoid disruptions.
• Performed thorough testing of outbound/inbound message processing after renewal, ensuring successful implementation without errors.

3. Hub Data Cleanup in Salesforce (2024/2025)

• Led a data cleanup initiative in Salesforce, reviewing and updating data for over 200+ hubs across various data centers.
• Collaborated with the Level 3 resolver team and Customer Success Managers to validate and update hub information accurately.
• Ensured enhanced data accuracy and integrity by completing the project within the proposed timeline.

• Acted as the primary point of contact for resolving complex technical issues related to supply chain management.
• Utilized in-depth knowledge of the E2Open platform to provide effective solutions and troubleshoot issues promptly.
• Led the coordination efforts with resolver teams to address critical high-priority cases, ensuring timely resolution and minimizing downtime for clients.
• Managed communication channels and provided regular updates to stakeholders throughout the resolution process.
• Coordinate renewal processes for SSL and SAML certifications for trading partners and clients, ensuring secure and reliable communication channels. Executed certificate updates promptly to maintain compliance and security standards.
• Utilized monitoring tools such as Zabbix to track hub health and proactively identify potential issues. Responded to monitoring alerts promptly, conducting thorough investigations and implementing corrective actions to mitigate risks and prevent service disruptions.
• Linux Administration: Demonstrated proficiency in performing basic Linux tasks, including server restarts, file management, and validation processes. Leveraged Linux skills to streamline internal operations and enhance system reliability.
• On-Call Support: Acted as an on-call support resource during weekends, providing timely assistance and resolution for critical issues outside standard business hours. Demonstrated autonomy and resourcefulness in addressing urgent client needs and maintaining service availability during off-peak periods

• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Engaged in user support interactions via telephone, chat and email platforms.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Assisted in troubleshooting for clients based off BlueScope Steel Australia Elite in Documentation.
• Did Knowledge Article amendments and composition.
• Performed first level service requests (Domain account password reset, SAP login password reset)
• First level requests in ServiceNow application. (Account creation, Delegation changes for customers)
• ITIL Foundation certified.