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BIKAS PARIDA

@bikasparida

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ERP Implementation and Customer Success professional with 6.5+ years supporting enterprise SaaS/ERP platforms globally.

India

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What I'm looking for

I’m looking for a role where I can own ERP implementation and customer success end-to-end—supporting SLAs, handling escalations, leading onboarding/UAT, and partnering with Product/Engineering to improve outcomes in global SaaS/ERP environments.

I’m an ERP Implementation Engineer focused on Customer Success and technical support for enterprise SaaS/ERP platforms. With 6.5+ years of experience, I deliver onboarding, training, troubleshooting, and documentation that help teams move from deployment to confident adoption.

In global IT support, I provide L1/L2 support for an ERP platform serving 250+ vessels and worldwide office users. I manage support tickets to meet SLA expectations, troubleshoot complex issues, and coordinate escalations with Product and Engineering teams, while conducting GAP analysis and UAT.

I’ve also supported ERP implementations across 200+ colleges and thousands of users, handling onboarding, post-go-live support, and user guides/BRDs/training materials. My approach combines root cause analysis, incident resolution, and process improvement to strengthen stakeholder alignment and long-term product outcomes.

Experience

Work history, roles, and key accomplishments

Senior Associate Global IT Support

MOL Information Technology India

Provided L1/L2 technical support for a global ERP platform supporting 250+ vessels and worldwide office users, managing tickets while meeting SLA expectations. Troubleshot complex issues, coordinated escalations with Product/Engineering, and led onboarding, user training, GAP analysis, and UAT.

ERP Support Technical Troubleshooting SLA Management Ticketing Escalation Management Incident resolution User Onboarding UAT Root Cause Analysis

ERP Implementation Engineer

Silicon Techlab Pvt. Ltd.

Delivered ERP module implementation, onboarding, and customer support, acting as the primary point of contact during implementation and stabilization. Conducted product demonstrations and training sessions, and coordinated customer enablement through clear documentation.

Implementation Support User Onboarding Customer Training Product Demonstrations Cross Functional Collaboration Documentation Stakeholder Management Incident resolution

Software Engineer ERP Implementation

MasterSoft ERP Solutions Pvt. Ltd.

Supported ERP implementations across 200+ colleges, delivering onboarding, customer training, and post-go-live support for thousands of users. Managed support tickets, coordinated issue resolution, and created user guides, BRDs, and training materials.

ERP Implementation Customer Support User Training Ticketing Documentation Onboarding UAT Stakeholder Management