Abhishek Nair

Refurbished and repaired IT equipment (laptops, desktops, smartphones) for donation, extending device lifecycle. Performed diagnostics, replaced components, and installed Windows/macOS to restore performance. Provided troubleshooting support, documented repairs, managed inventory, ensured data security compliance, and collaborated with a multicultural team to enhance digital accessibility and reduce e-waste.

Gathered and analyzed business requirements via stakeholder interviews and market assessments. Created BPMN process flow diagrams to optimize workflows. Developed business procedures, user manuals, and reporting templates in Google Suite. Facilitated cross-functional collaboration to streamline reporting and boost efficiency. Identified workflow automation opportunities (Zapier) to reduce manual effort and improve turnaround time.

Coordinated test strategy and execution for 5+ releases, performing pre-launch and regression testing in TestRail with 150+ test cases. Managed the full test lifecycle, including planning, execution, and defect tracking, to ensure high-quality releases. Acted as liaison between business and development teams, integrating analytics into 15+ feature enhancements. Maintained a 50+ item product backlog, bridging business needs with technical delivery.

Worked in customer support during post-graduation, gaining experience in service and support operations. Managed high-volume workflows, collecting and categorizing feedback for product/IT teams. Analyzed user behavior and escalated recurring issues to development teams, enabling workflow improvements.

Managed SAP Business Objects & SAP Security, resolving 300+ incidents and 10+ major problems, leading BO 4.3 upgrades and patches. Collaborated with SAP for critical fixes, applied ITIL to streamline processes, and monitored BO/Windows servers to resolve bottlenecks. Used JIRA for testing, conducted RCA, created SOPs, trained team members, authored guides, led UAT with 99% readiness, and implemented automation to reduce recurring incidents.