EXECUTIVE SUMMARY:

• Dedicated Incident/ Project coordinator with a successful track record for stable and smooth projects deliveries.
• ITIL, ISTQB, Six Sigma Certified and Google Digital Marketing Certificate is in - progress.
• Having in-depth knowledge and experience for Incident Management, Problem Management, Change Management, Defect management.
• Worked as Quality Analyst and having strong knowledge of Software Development Life Cycle (SDLC), Software Testing Life Cycle (STLC), SLA and have played important role in preparing Test Strategy, Test Summary Reports.
• Proven knowledge of Agile & Traditional Project Management, ITIL V3, ITSM,
• Have handled various responsibilities which include acting as Business Manager, Onshore Coordinator, Incident Analyst, Helpdesk Coordinator, Manual Testing and end user training.
• Experienced towards managing large conglomerate business operations with demonstrated record of providing strategic direction, operational excellence, driving revenue.
• Worked closely on Requirement Analysis, Developers and Technical Writers and Marketing team as per the projects need.
• Familiar with the CMMI Processes and experienced in enforcing QA related procedures in projects.
• Been recognized from Onsite/Business project managers for outstanding effort for successful go live by Emails and Appreciation Letter.
• Received appreciation letter for personal efforts made for smooth launch of Services and providing effective customer service. Received “Strong Pillar” Award.
• Main Line/Paoli hospital “Volunteer Excellence recognition.

TECHNICAL SKILLS:

• ERP ECC6.0, CRM 5.0,CRM 6.0 and CRM 7.0, Salesforce
• Programming Language JAVA, C, C++
• Testing Automation Tool Selenium
• OS Windows 2003, 2008 and Windows 7 and 8
• Productivity Packages MS Office, MS Project, Quality Center, ClearQuest, Remedy, ServiceNow
• Methodologies ASAP, CMMI and Global Software Delivery Model, SDLC,STLC
• Testing Procedures Functional, Integration, System, UAT
• Bug Tracking Tools HP QC, BMC Remedy
• VoIP Technologies VoIP, IMS, MPLS, ISDN, PSTN
• Signaling &Protocols SIP, ISDN, Codecs, H.323
• Wireless technologies GPRS, CDMA, GSM, UMTS
• Operating Systems Windows 98/2000/2007 NT

SAP CRM FUNCTIONAL SKILLS:

Base Customization: Master Data, Business Partners, Territory Management, Product Master.

Sales: Account & Contact Management, Activities Management, Opportunity-to-Quote Management.

Marketing: Management of Lead, Campaign, External List, Marketing Plan and Elements. Segmentation and Email Communication, Campaign automation and Analysis

Web UI: PFCG Role, Navigation Bar Profile, Business Role, Creation of Work Centers, Assign Logical link ID, Transaction Launcher, Application configuration through EEWB.

Interaction Center: Problem Management, Service request, Knowledge Article, Interaction Record, Agent Inbox, Interactive Scripting, Alert Modeler, Call list Profiles.

Middleware: R/3 Integration, Initial Load, RFC Destination between Systems. Admin console - Site, Publication and Subscription. Initial Replication, Replication of Master Data from ECC to CRM.

IT EXPERIANCE:

Quality Analyst

Confidential, NJ

Responsibilities:

• Part of requirement gathering sessions and Business Blue print sessions.
• Understanding Business requirements and developing High level and Low level design document.
• Designed developed and implemented user acceptance testing protocols.
• Conducted user acceptance testing to ensure that developed systems satisfied the needs of business clients as specified in the functional requirements.
• Captured and tested all modifications to proposed functional requirements.
• Assisted clients and team in producing high-quality applications.
• Creating new test cases as per the Business requirements with 100% Test coverage and executed test cases manually.

Incident Lead

Confidential

Responsibilities:

• Worked as incident lead for capturing incidents, logging them into the system and updating the concern team for Action for financial domain client.
• Upon resolution updating the Business Partners closing and documenting RCAs.

Incident Analyst Implementation & Support

Confidential, CA

Responsibilities:

• Supported the teams in areas of Change Management, Resource Planning, QA Reviews, Risk/Issues, Status Reporting and Release Planning.
• Accountable and responsible for driving service quality/CSAT, Confidential Metrix, Delivery performance, Service excellence and Service Level in an outsourced arrangement ensuring customer satisfaction targets are met.
• Working closely with the Service Desk and Technical Support Teams to ensure that all incidents are expeditiously assigned, resolved or escalated as and when required.
• Delivered closer of Incidents and changes within agreed SLAs.
• Delivered an effective and efficient approach to customer service with an unwavering focus on maintaining high availability for customer portfolio of IT infrastructure and applications. Increase the operational efficiency by reviewing and revising the ITIL based processes.

Incident Analyst

Confidential, MN

Responsibilities:

• Understands SLA requirements and works to ensure those requirements are met when possible.
• Aggressively drives conference calls with the customer with internal support teams and third-party vendors.
• Provides timely feedback to upper level management and the customer on all incidents.
• Feedback includes but is not limited to incident descriptions, executive summaries, Confidential Metrix detailed timelines, action plans, workarounds and resolution of incidents.
• Opens Bridge call for Deep analysis. Provides primary initial incident support. Documents, categorizes and prioritizes incidents as they occur.
• Ensures that incident routing does not meet bottlenecks and that appropriate resources have been engaged to effectively investigate and diagnose critical incidents.
• Collaborate with internal and partner repair organizations, from engineers to executive.
• Quickly responds to all notifications of unplanned service interruptions from the customer as well as
• Provides detailed Root Cause Analysis ( Confidential ) documentation to Problem Management and attends Confidential meetings with the customer to determine the root cause of incidents, SLA infractions and primary ownership of any resulting action.

Incident Analyst

Confidential

Responsibilities:

• Understanding the organizational needs and coordination between Business & Technology verticals.
• Manage the on-going relationship between Client and Off-Shore team by putting the appropriate service-oriented frameworks, processes, and measures in place.
• Analyzing the quality of service deliverables offered in terms of agreed SLAs, detect & examine any breach & the reasons thereof.
• Collaborated with clients and business analysts to ensure high-value applications development.
• Managing & engaging all concern stakeholders to capture their business requirements for project success.
• Increase the operational efficiency by reviewing and revising the ITIL based processes.
• Excelled in Process Management, People Management, Quality Management, Facilities Management.

Help Desk Lead Post Production Support

Confidential

Responsibilities:

• Accountable and responsible for service quality, Service excellence and Service Level Agreement.
• Strong working knowledge of helpdesk tool Remedy and Clear Quest.
• Monitoring and Super visiting work of service desk agents within the team, guiding on incident logs within the process. Ensure accurate logging of incidents in Remedy and correct assignment.
• Handled Client contact and engaged them as per requirement.
• Created Service request, Incident, and Vendor tickets.
• Email communication to related teams for incidents.
• Monitored Help Desk customer satisfaction and ratings by developing a Help Desk survey for clients to use.
• Managed and monitored call center tools, voice mail systems and customer service tracking tools.

Business Analyst

Confidential

Responsibilities:

• Driven the Level 1 team to reach > 96% SLA and Level 2 team reached > 92% SLA measured on key performance indicators of Mean time to Acknowledge and Mean Time to Resolve the user reported issues (alternatively referred as tickets).
• Ensure that KPI’s (SLA) is met for Incident and Problem Management