SUMMARY:

• Efficient and reliable management executive with over 10 years of experience in Operations, Project Management, Service Delivery and People Management.
• Extensive Manual testing experience & sound understanding of SDLC.
• Expertise in managing & leading operations for a diverse set of customers.
• Skills in interfacing with clients, cultivating relations with them for securing repeat business and ensure quality delivery of services as per SLA.
• Good interpersonal, communication & organizational skills.
• Plan project activities like scoping, change management, timely delivery management & post implementation support.
• Map client’s requirement and assist in project implementation as per those guidelines.
• Monitor the overall functioning of processes, identifying improvement areas and implement adequate measures to maximize customer satisfaction level.
• Conduct meetings to discuss productivity standards and practices & resolving issues pertaining to the services for accomplishing customer satisfaction metrics.
• Head service delivery functions, to ensure end - to-end ownership of incidents and service requests.
• Set quality standards for delivery to achieve process compliance and better customer satisfaction matrices.
• Meet deadlines and turnaround Time without compromising quality norms and adhering to SLA.
• Implements short / long-term plans for of process objectives.
• Develop strategies for continued improvement in the effectiveness & efficiency of the business.
• Drive compliance and guide the project team, using inter-personal skills.
• Manage recruitments and oversee the of team personnel.

TECHNICAL SKILLS:

Operating Systems: Windows

Tools: /Utilities: Bugzilla, Mercury Quality Centre, VSS Source Tool, MS Office Suite

Database: SQL Server 2008

PROFESSIONAL EXPERIENCE:

Confidential

Deliver Manager

Responsibilities:

• SQL Server: used to calculate the dealer-wise payout on monthly basis, using dynamic SQL queries, functions and procedures.
• Online web based interface: used for viewing dealer-wise payouts.
• Automated excel sheets: with various functions and logical calculations to automatically calculate a dealer incentive instantly, which can be validated against the tool value.
• Perform resource allocations and workload assignments according to delivery requirements
• Develop best practices and tools for project execution and management.
• Evaluate the performance of team members and determine needs
• Serve as primary contact for customer inquiries and concerns
• Develop process improvements to achieve cost effectiveness and time saving
• Make critical business decisions to meet customer expectations
• Report delivery status to customers and develop required delivery documentations
• Create a recommendations report in order to identify successful and unsuccessful project elements

Confidential

Project Coordinator

Responsibilities:

• Maintains effective working relationships with the client through continuous communications, via phone & e-mail.
• Patricipate in design and specification review during SDLC.
• Supervise & assist the team in the day to day duties of the project’s administration.
• Analyze and plan the project deliverables in order to provide clear, trackable and coordinated interpretations.
• Implement the industry best practices and focus on continuous process improvements.
• Consult and support delivery teams in streaming projects to deliver better to the clients with higher quality and productivity.
• Coordinates with project staff data, gathering and data management for accountability and measure performance.
• Receives, reviews, coordinates, and replies to enquiries and requests for information related to the project.
• Ensure proper delivery of the work-items on the scheduled time.
• Prepare the Test plan, testing process and supervise UAT.
• Assist the testing team in preparation and execution of test cases.

Confidential

Sr. Quality Analyst (QA Lead)

Responsibilities:

• Analyzing business needs user requirements and specifications of the project.
• Interacting with component teams for the release and quality checks and executing validation changes.
• Effectively delivering the testing artifacts as per QMS processes and procedures.
• Maintaining effective communication and relationship by working closely with client and other key stakeholders.
• Configuration of Test environments on Blackberry Simulators.
• Identification & Formulation of test Scenarios
• Guidance in extraction of Test Cases from design documents and review them.
• Supervision of individual progress of assigned tasks.
• Assistance to Testing Team in test execution and bug identification.
• Daily Status Reporting to client & bi-weekly Con-Calls

Confidential, CA

Responsibilities:

• Interacting with the Business Analyst/developers to understand the workflow of various functionalities.
• Test Plan Preparation (Functional and Performance)
• Used Loadrunner automation tool for web performance testing
• Configuration of Tools on the Test environment.
• Cross-Browser testing.
• Review of Test Cases created using Use cases, FRS and Design documents
• Assist the testing Team in execution of test cases.
• Verify and report bugs in Bugzilla.

Confidential

Unit Manager

Responsibilities:

• Technical Lead for a team of 20 System Engineers; providing technical support to SUN Microsystems users on Solaris OS.
• Provide mentoring, and coordination of staff across shift tasks and projects on a 24 x 7 roster, as well as managing the leave roster.
• Participated in voice Calibration calls for quality review, in conjugation with Quality head of the client and EDS QA team.
• Identify and address areas of improvement at individual, team, customer and business levels.
• Leading the team in an efficient and harmonious environment, in order to consistently deliver superior service to the client while achieving SLA on weekly/monthly basis.
• The role also encompasses people care and staff development and reward & recognize staff where appropriate
• Conducting performance review and facilitating career planning while supporting organization goals and objectives
• Assist in devising and implementing plans to achieve staff goals
• Assisting in transitioning of business into team and implementation of account specific productivity improvement initiatives

Confidential

Senior Helpdesk Coordinator

Responsibilities:

• Performed dual role of Team Lead as well as Subject Matter Expert (SME) for the IMDS process (an environmental service provider) that offers a fully integrated, “one-stop shopping” network designed to collect, process, recycle, and dispose of an almost unlimited range of both hazardous and non-hazardous wastes
• Conducted monthly scorecard creation and evaluation for the entire team.
• Coordinated the staff across different tasks and projects for weekly roster and leave management.
• Involved with the QA team for conducting and evaluating voice calibration calls
• Also provided application specific support to the entire supply chain of the automobile industry via phone, e-mail and voice-mail.
• Managed the task of updating process Knowledge Base and providing to the new as well as to the existing engineers.
• Provided specific application and limited windows technical support to the worldwide TAC users’ phone, e-mail and voice-mail in position of Helpdesk Coordinator.
• Provided remote administration assistance to fix technical issues (mainly through NetMeeting)
• Supported the Microsoft Outlook connectivity/configuration issues and also provided technical assistance for Lotus Notes & Novell Client for Windows.

Confidential

Technical Support Executive

Responsibilities:

• Provided technical support to the Dell computer users, basically supporting the Home & Home office and Small Businesses.
• Performed customer interaction that involved problem solving and .
• Assisting a team of fellow TSEs on difficult issues and working as acting supervisor where required.
• Follow up of the required escalation process and unresolved/long pending issues (Open cases)

Confidential

Software Engineer

Responsibilities:

• Specialized in providing software solutions to the company’s broad range of customers.
• Managed the task of creating different re-usable standalone components for web applications using
• Active Server Pages (ASP) in windows 2000 environment with SQL 7.0 as the back-end.
• Responsible of maintaining and updating the company’s monthly newsletter.