ERP Systems: APS Practice Management, Corporate Register (experience with core ERP functionalities)
Shibin Jayaprasad
Application Support Analyst
Parramatta,NSW
Summary
Highly motivated Client-Facing Support Analyst with a Master's in Accounting and 5+ years of experience in financial software support. Eager to leverage my strong analytical and problem-solving skills in ERP implementation. I possess a deep understanding of financial processes gained through supporting Practice Management and CRM software used by accounting firms and financial planners. As a Product Champion for the Corporate Register software, I further honed my ability to learn new software quickly, identify best practices for user adoption, and advocate for user needs. My experience collaborating with clients to resolve complex financial issues demonstrates my ability to translate client needs into actionable solutions.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
4
4
Languages
Work History
Application Support Analyst
Fiducian Financial Services Group Ltd
06.2022 - Current
- Provided exceptional client support for financial software users through various channels (phone, email, remote sessions), fostering strong relationships and ensuring high customer satisfaction.
- Collaborated with cross-functional teams (product development, developers) to troubleshoot complex software issues, identify root causes, and implement solutions. (Example: Developed Online CQ and ISO reports, ensuring user-friendly access to client data.)
- Analyzed user feedback and support tickets to identify recurring issues and areas for process improvement. (Example: Proposed and implemented an automated ASA date update process, significantly reducing support tickets.)
- Developed and maintained comprehensive knowledge base articles (KBs) to guide users through software functionalities and troubleshooting steps, ensuring smooth onboarding and user adoption.
- Conducted post-implementation training sessions, providing users with a strong foundation in core functionalities and empowering them to independently navigate the new system.
CRM Manager
Libesh Engineering Pvt Ltd
10.2020 - 02.2022
- Maintained positive client relationships by effectively handling complaints, offering solutions, and following up to ensure resolution within set timeframes.
- Acted as a trusted advisor, identifying client needs through clear communication and inquiries. Resolved problems and provided proactive support, fostering long-term client satisfaction.
- Scheduled and attended meetings with both existing and potential clients, effectively presenting solutions and building rapport.
Level 2 Support Analyst
Reckon Ltd
03.2017 - 12.2019
- Provided comprehensive 2nd-level support for APS software (PM & CR modules), resolving complex issues raised by Service and Implementation teams.
- Ensured timely resolution of all support tickets, adhering to strict SLAs.
- Maintained accurate and complete call closure details.
- Mentored junior analysts through call analysis techniques and knowledge sharing.
- Utilized SQL queries to troubleshoot database errors and optimize performance.
- Identified and communicated potential software issues to the Development team, facilitating timely resolutions.
- Selected for a Client Engagement/Onboarding Specialist role, focusing on top 20 clients. Built strong relationships and ensured high satisfaction through:
- Regular weekly meetings with Practice Managers to discuss and address their specific needs and issues.
- Proactive prioritization of critical issues, ensuring timely resolution and client success.
- Tailored support plans designed to meet the unique requirements of each top client.
- Actively participated in product testing for new PM and Cloud releases, providing valuable feedback.
- Contributed to training documentation and knowledge base development, ensuring smooth onboarding of new clients and ongoing user support.
- Successfully onboarded clients onto the PM Cloud platform.
- Collaborated with the Development team to troubleshoot and resolve critical Cloud issues.
Level 1 Technical Support Representative
Reckon Ltd
06.2016 - 02.2017
- Provided initial support to customers using APS software (PM & CR modules).
- Effectively identified customer needs and concerns through active listening and clear communication.
- Resolved basic software inquiries and escalated complex issues to ensure timely resolution.
Hotel Auditor
Marriott International
02.2015 - 02.2016
- Performed daily financial audits, analyzing discrepancies between cash drops, credit card transactions, and hotel accounts.
- Utilized Microsoft Excel to organize and analyze financial data, identifying and resolving inconsistencies.
Education
Master of Accountancy - Accounting
03.2014 - 11.2014
MBA - Management Accounting
08.2011 - 11.2013
Post Graduate Diploma - Hospitality Administration And Management
05.2008 - 12.2009
Bachelors - Hospitality Administration And Management
06.2004 - 06.2007
Skills
ERP Software Expertise
Additional Information
- AWS Certified Solutions Architect Associate SAA-C03 Course (In Progress) Currently pursuing an AWS Certified Solutions Architect Associate SAA-C03 course, demonstrating a commitment to upskilling in cloud computing solutions, which are increasingly relevant to ERP implementations
- Blockchain Technology (Independent Project - June 2021 - April 2022) Participated in an independent project utilizing blockchain technology to create NFT market analysis metrics, focusing on factors like volume, price range, and smart money activity.
- Oracle Fusion Financials Training (Online Course - 2020) Completed a 3-month online training course on Oracle Fusion Financials, showcasing a proactive approach to expanding knowledge and familiarity with relevant financial systems.
Software
CRM Systems: Freshdesk (experience with customer relationship management)
Cloud Platforms: Microsoft Office 365, Oracle Cloud Finance (experience with cloud-based solutions)
Project Management: JIRA
OProperty Management Systems: Micros Opera
Timeline
Application Support Analyst - Fiducian Financial Services Group Ltd
06.2022 - Current
CRM Manager - Libesh Engineering Pvt Ltd
10.2020 - 02.2022
Level 2 Support Analyst - Reckon Ltd
03.2017 - 12.2019
Level 1 Technical Support Representative - Reckon Ltd
06.2016 - 02.2017
Hotel Auditor - Marriott International
02.2015 - 02.2016
James Cook University - Master of Accountancy, Accounting
03.2014 - 11.2014
James Cook University - MBA, Management Accounting
08.2011 - 11.2013
Ealing Hammersmith - Post Graduate Diploma, Hospitality Administration And Management
05.2008 - 12.2009
Yashwantrao Chavan University - Bachelors, Hospitality Administration And Management
06.2004 - 06.2007
Similar Profiles
William (Billy) FlynnWilliam (Billy) Flynn
Head of Research at Fiducian Financial ServicesHead of Research at Fiducian Financial Services
Luke CollinsLuke Collins
Administration Assistant at Fiducian Financial ServicesAdministration Assistant at Fiducian Financial Services
Lindsey YoungLindsey Young
Sr. Talent Advisor at - Omni Financial Services | Tax & Financial GroupSr. Talent Advisor at - Omni Financial Services | Tax & Financial Group