SUMMARY

• Over all 9+ years of IT experience playing different roles as an ITIL certified Project Manager, Business Analyst, Tech Lead, Support Engineer working in a cross culture environment, Asia and United states.
• Versatile cross - platform experience in systems/network architecture, installation, implementation, integration, management and administration in local and remote environments for diverse client industries.
• Instrumental part in addressing customer and business needs through utilization of Project Management, Organizational Development, Technical Analysis, and Customer Service skills resulting in continued organization success.
• Experience in requirements gathering by conducting and coordinating JAD Sessions with business-users/clients/stake holders, IT groups and SME’s.
• Experienced working in software engineering methods like Agile and Scrum.
• Defined Project strategy and tactical directions to project team.
• Analyze customer business processes and recommended changes, solutions, and improvements.
• Facilitate Daily stand-ups, Sprint planning.
• Tracking and Mitigating Risk analysis using Sharepoint& Service-Now.
• Daily reporting, and tracking of projects.
• Extensive experience working on MS Project, MS Visio, Excel, Power Point, Word, Access andOutlook.
• Manage Experienced in all phases of the Software Development Life Cycle (SDLC) including requirements gathering, analysis, design, implementation, testing and deployment.
• Facilitated Change Management process throughout the Project delivery using Service-Now.
• Good knowledge of KRONOS Time keeping.
• Conduct Brainstrom&Ted Talk sessions for teams to help creative thinking and techniques for problem solving skills.
• Coordinate directly and indirectly with project staff to ensure successful completion of the project - Directing, supervising, supporting and coordinating the project team members.
• Utilize standard enterprise tools to develop or implement infrastructure hardware, software or other technical components, including Northern Trust’s network.
• Provides preventative maintenance, troubleshooting and quickly resolves problems to ensure infrastructure and application stability
• Collaborate with team to promote re-use and develop consistent technical build, implementation and support processes
• Conducting Technical Trainings, Assessments and Network Refreshment sessions on new Technologies to the team members.
• Remotely monitor of server, critical applications, network and Internet connectivity, plus key areas like firewalls, switches.

PROFESSIONAL EXPERIENCE

Confidential, Bloomington, MN

Business Analyst

Responsibilities:

• Analysed business requirements for the configuration and implementation of Kronos, time and attendance system
• Interacted with Client/stakeholders to gather project requirements.
• Development of new features based on the requirements
• Impact Analysis
• Developing Activity Diagrams and Functional Specs to derive detailed requirements
• Preparation of High Level Design (HLD),Low Level Design (LLD) for Support acceptance
• Planned testing approaches, environments, data, and defect reporting (Non-Production environment)
• Assisted in defining time reporting codes, leave reporting codes and payrules for the implementation of the Kronos application.
• Conducted requirements walkthroughs with the Business users and stakeholders togather the change requests from users to upgrade or change the business specificationsfor the application and ensured that the development teams were updated.
• Presentedsolutions in written reports while analysing, designing, testing and monitoring systems in a waterfall methodology.
• Participated in Sprint Planning, Daily Scrum Stand Up, and Sprint Retrospectivemeetings.
• Established a Business Analysis methodology around the Agile, SCRUM and WATER FALLhybrid methodology.
• Conducted JAD sessions, document analysis & one to one interviews with thestakeholders for the requirements elicitation.
• Responsible for creating Implementation plan, execution and driving multiple releases of implementing Kronos Work force management central (Time &Attendance) in 1800+ Confidential stores.
• Change Management - Coordinate the rollout of new systems including delivery of standard operating procedures, workflow diagrams, training materials and post-launch support resources
• Liaising/ interacting with offshore and Onsite Management - Interact weekly with the management to discuss: status of the current activities/ issues/ future tasks/ changes in the project that may impact the team and/ or the clients and any other discussion topics.
• Provided support and oversight in establishing remediation plans to resolve gaps in operational risk management practices at assigned business units.
• Responsible for protecting team from over-commitment, manage backlog, prioritize resolution of defects/bugs as evidenced by the on-time delivery.
• Facilitated weekly meetings with offshore management and provided project updates and client feedback on the deliverables. Also discussed on the timelines and resource management.
• Assigning the work from functional & technical perspectives - Balance the work load between the team members. Identifies functional/ technical experts in each area and assigns the work to each one of them according to their skill set. Employee defines the roles and responsibilities after discussing with client partners and assigns them to the resources based on their functional/technical skill set.
• Interacting with clients and all stakeholders - facilitated weekly meetings with client manager to talk about plans for future activities, current work status, issues with the existing Kronos system. Also conduct regular meetings with the end business user/ other stakeholders on a regular basis so as to not miss any new developments, changes to scope.
• Extensive knowledge understanding Use Case, User stories, Sprint releases & Product backlogs.
• Worked on environment configurations necessary to successfully develop, deploy and maintain Kronos interfaces integrating HRMS (PeopleSoft), and External Clocks.
• InstalledKronos Custom packages on all environments including production.
• Createdmapped folders and update lookup tables as required.
• The process of upgrading interfaces & links from previous versions.
• Deploy different versions of interfaces thru the Workforce Integration Manager (WIM) Tool.
• Create or Modify existing reports as a result of any new requirement or a defect fix.
• Participate in technical discussions and business presentations on weekly basis.
• Reviewed change requests and functional impact on Kornos systems.
• Evaluated and maintained training, process and end user documentation.
• Provided assistance to Kornos application and patch upgrades.
• MS office Suite, Sharepoint, JIRA, SQL, Visio, MSTFS,WIM,SDM, Lotus Notes, Service-Now, Remedy, process modeling, process documentation.

Confidential, Chicago, IL

Network PM/Analyst

Environment: EMC Ionix, NetQos, Alterpoint, Vitalsuite, Sitescope

Responsibilities:

• Extensively involved in understanding the current setup of the Network, integration of tools used to monitor the Network.
• Worked with existing technologies such as Cisco Routers, routing protocols, WAN Optimization, Satellite while exploring emerging WAN/MAN technologies.
• Hands on experience on working with F5, Checkpoint, Cisco 3750, 3850,2960,6500,4500 series switches and Cisco Nexus 2K, 7K & 5K series.
• Ensured adequate WAN capacity, consistent router configurations and proper security measures are in place.
• Performed regular security monitoring to identify any possible intrusions
• Worked on Maximizing network performance by monitoring performance with tools such as Solar winds, Netqos, Inflowbox, Syslog,SMARTS, Splunk; troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization;
• Involved in IOS upgrades, Network Bandwidth upgrade, installation, and configuration of network switches.
• Analyzing Bandwidth utilization, identifying the top ten network devices through Netqos tool and generating reports.
• Worked on very high tight deadlines on meeting the Service Level Agreements for fixing Bank's network issues.
• Added new Network devices to Alter point tool which backups the network configuration of the device in a regular interval of time.
• Worked with the vendors, Abovenet and Hitachi data systems on replacing the SFP on SAN switches and for any issues related to DMDW network.
• Monitoring the system Performance and availability using the tool Performance Monitor.
• Trained users in use of software, hardware, and network systems.
• Participate as a project member for network infrastructure projects
• Involved in defect tracking, casual analysis and incident management.
• Participated in Training conducted by AT&T Network Professionals in better understanding the Network tied up with the Telecom Company.
• Managed team for handling issues related to Incident, Change, Performance, Provisioning and Problem Management
• Shared and replicatedbest practices to improve operation quality.
• Conducted Network Audits.

Confidential

Support Analyst

Environment: HP oven view, MS Excel.

Responsibilities:

• Responsible for managing on-site delivery of services and support for HP Laptops.
• Solved business systems, networking and applications challenges to help clarify and meet customer needs.
• Involved in R & D team researching on hardware related issues and fixes.
• Mentored team providing guidelines on fixing Network issues.
• Conductedtire down sessions on how the HP laptops are designed.
• Installednetwork wireless cards, latest patches and work with HP repair center as needed.
• Mentored teams in diagnosing and resolving hardware / software issues or conflicts
• Acted as an SME, answering any technical queries raised by customers.
• Provide Support to L1 /Supplier Agent, in order to resolve specific issues with customer laptops.
• Usedautomated diagnostic programs to solve problems
• Suggested improvements and upgrades to hardware and software to the customers
• Responsible for providing remote support to all Level 1 for Technical and Process issues on Calls
• Handled technical and customer escalations from Other Partner Locations
• Performed Case Audits and/or survey audits to drive improvements

Confidential 

Network Support Engineer

Environment: CRM, Knowledgebase, Remote Diagnostics, MS Access, MS Excel and MS Word

Responsibilities:

• Provided 24/7 monitoring of servers network and applications to minimize downtime
• Remotely monitored server, critical applications, network devices for high network availability.
• On-going support from live remote technical assistance
• Provided support in installing necessary software, set-up and configuration of backup on end usercomputer remotely.
• Responsible for restoration of data onto new computer, when required.
• First Call Resolution (FCR) is a critical determinant of customer satisfaction for Internet Service Providers.
• Root cause analysis and detailed FCR measurement.
• Quality assurance and maintenance.
• Remote configuration of Netgear and Linksys Routers through the GUI page.
• Initial setup of Network routers and switch to the end users.
• Maintain 100% SLA on call management and ticket solving.
• Coordinate with L2 support, log tickets to fix customer issues.
• Work on the SLA, follow up with customers to ensure 100% customer satisfaction