SUMMARY:

• ITIL v3 with experience of around 10 years in Service Delivery, IT Asset and Project Management of GTM - IT Applications, Retail along with Vendor Management.
• ISTQB Certified Software tester.
• Handled Projects Covering SCM and Areas of FMCG sector ranging from Beverages to Foods Business far ITC LTD and Confidential client.
• Managed Live Production issue providing appropriate severity and performing the required triage mechanism as define SLA.
• Responsible for the effective implementation of the process "Service Desk and Incident Management".
• In-depth knowledge of FMCG/ERP Dealer Management System applications for Order Management, Inventory Management, Sales KPI, Product Management, and Billing & EOD jobs, Incident Management.
• Worked in end-to-end deployment of DMS, NewsPage application from requirement analysis to system study, Testing, De- Bugging and Documentation.
• Hands on experience in Mobile App Testing (Android and Windows OS).
• Experience in Analysis of Bug Severity, Bug Tracking system and Bug Reporting.
• Worked on Agile Projects.
• Expertise in Software Quality Assurance (SQA) of Web and Mobile applications.
• Comprehensive knowledge of hardware and software technologies to provide a powerful combination of analysis, implementation and support.
• Proficient at maintaining cordial relationship with customers, ensuring quality and service norms to achieve customer satisfaction and business retention.
• Played as role of Team Leader, managed team, distributing responsibility and reporting back to customer.

KEY RESULT AREAS:

• Implementing and rollout of the online solutions for Confidential and ITC projects application for Order Management, Inventory Management, Product Management, Billing, EOD jobs and Incident Management.
• Managed process of reports development & customization, data loading, test cases development, user acceptance testing (UATs), providing support and to the users.
• Preparing monthly performance status reports to senior management.
• Monitoring the timely completion of all projects - software, hardware, installations, procurement, etc.
• Experience in conducting GAP analysis, User Acceptance Testing (UAT).
• Monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets and corporate goals.

PROFICIENT IN:

• Project Management.
• Manual Testing & Root Cause Analysis
• Adherence to SLA.
• Preparation of SOP & PPTs.
• Defect and Bug Discovery.

TECHNICAL SKILLS:

Operating System: Windows9x/ 2000/2003/2007/2008.

Languages: C, C++.

Database: SQL Server SQL Server 2008, Ms-Access.

Testing: ERP/Web And Mobile Application Manual Testing.

Tools: HP SM09 (Incident Management), Mantis and Quality Centre (Test & Defect Management), DBN Editor (Mobile Bug Analysis), Jmetter (Simulator), SOTI and Air Watch (Mobile Remote Management Tool).

Device Exposure: Samsung J2, Bluebird Pidion BIP5000, Samsung Galaxy Tab 3, Motorola MC70.

Domain: Retail, FMCG and SCM.

PROFESSIONAL EXPERIENCE:

Confidential

Team Lead

Responsibilities:

• Leading team of 6 people, sole responsible for NewsPage Confidential level 2 & 3 functional support.
• Ensuring team to meet the SLA with respect to Incidents and Request.
• Responsible for creation/updation of KEBD to reducing workaround time for issue occurring in future.
• Initiate bridge calls drive communication and teams to ensure uptime of infrastructure within service levels.
• Preparing weekly and monthly review reports and representation of it to Business Clients.
• Responsible for providing workaround for real time bugs in production till the ECR is deployed.
• Expert in root cause analysis of incidents.
• Managed in data collection activities for client Audits.
• Successfully managed the new site rollouts for Confidential for DMS and Handheld devices.
• Worked on updating SOP documents and release notes for helpdesk on upgradation.
• Responsible for resolving the application issues within predefined SLA.
• Manged and conducted periodical functional of the application to deployment engineers.
• Conducted structured periodical reviews with customer & targeting to 100% adherence of SLA.
• Worked on prioritizing issues based on business and operational needs.
• Providing on call support even on Non/SLA hours for urgent issues.
• Organized different support teams and managed P1 calls for rapid problem resolution.
• Co-ordinate with multiple external teams (like SAP, Sales and DW) to get the issue resolved within SLA.
• Communicate users with update in case of know event management.
• Responsible for application’s access Management.
• Supported to client for various upgrade process.
• Manging stakeholder communication during the time of outages.
• Responsible for creation and updation of Problem tickets for all the repetitive Incidents.
• Worked on getting approval for change to be authorized by cab.
• Worked on classifying the change to cab (Minor, Medium or Major).
• Worked on asset management application Apex Live, which handles all the cooler governance (Cooler/Racks Management) unit of Confidential .
• Worked on application which manages Master data and Business/Field KPI.
• Worked on processes which integrate with DW/ Reporting server and SAP team for master and primary stocks.
• Worked on test case preparation, execution for SIT and Regression for web application and handheld devices.
• Documentation of UAT test scenarios, test cases and test scripts.
• Definition and preparation of test data.
• Responsible for testing & releasing new applications for existing and new sites.
• Worked on end to end based testing on user prospective.
• Test management using Mantis.
• Involved in test estimation, planning and execution on strict time lines.
• Pear review of test packages.
• Identification and analysis of application defects.
• Preparing monthly metrics report.
• Worked on Agile Projects.
• Responsible for executing and monitoring Smoke and Sanity test.
• Extending functional support to the application sustain team for “bug fixing” which occurs after every production release.
• Managed process of reports development & customization, data loading, test cases development, User Acceptance Testing (UATs), providing support and to the users.
• Worked on SQL queries to check successful transactions and creation of test cases.
• Worked closely with the developers of applications to advise concerning changes on system-levels.
• Worked in Mobile applications usability, reliability, performance and operational testing after deploying handheld release.
• Analysed log files of mobile application using DBN Editor for RCA purpose.
• Production DB changes/updates for defect resolution.
• Provided support for business during UAT and giving feedback to concern team.
• Worked on MIS Reports.
• Approving results of corrective actions based upon predefined verification criteria.
• Supported application team in Disaster Recovery mechanism.
• Supported on server migration activity.
• Worked on troubleshooting bluetooth connectivity issues in HHD.
• Worked on troubleshooting GPRS configuration in HHD involving data synchronization with central system.
• Worked as a BA for sustain team for analysis and providing overview of issues.

Technologies: SQL Server, ASP .Net

Tools: Mantis, Quality Centre, HP SM09, Quality centre, Jmeter, DBN Editor, SOTI and Air Watch.

Confidential

Team Lead

Responsibilities:

• Managed the production support team for Incidents.
• Worked on root-causes identification of incidents and defect.
• Application to Business team and field engineers including Inventory, Pre - Order Capturing, Sales Process, Day End Settlement process and Reports.
• Managed on level 3 functional support for the application.
• Prepared and managed on monthly Incident performance status reports to senior management.
• Worked in triaging to resolution of real time issue.
• Worked with client services to ensure the quality of delivered application as well as ensuring timely bug resolution.
• Reviewed progress and results of problem tickets with client and senior management.
• Managing stakeholder communication during the time of outages
• Responsible for insuring issues resolved with in predefined SLA.
• Data support for Production team.
• Defect reporting and tracking through Mantis.
• Production DB changes/updates for defect resolution.
• Continuous follow up with developers in order to fix bug and to deploy the release.
• Worked on SQL queries to check successful transactions and creation of test cases.
• Worked on developing reports & customization, data loading, test cases development, User Acceptance Testing (UATs) and provided necessary support/ to team.
• Created and manage test cases and execution for SIT/Regression for web application and handheld devices.
• Managed documenting of UAT test scenarios, test cases and test scripts.

Technologies: SQL Server, ASP .Net

Tools: Matis, SOTI and Air Watch.

Confidential

Project Implementer

Responsibilities:

• Ensuring of readiness site for pre request master data & Hardware configuration. Raise and react alarm in case of issues identified in visit.
• Handled technical issues & solving them effectively, managing DMS Application remotely.
• Worked on different types of documents & PPT’s for the DMS specific.
• Installation of software / Packages, Internet Configuration, Proxy Settings.
• Web Portal preparation for the K-Base.
• Successfully managed the new site rollouts for ITC for DMS and Handheld devices.
• Application testing, Bug identification and updating COE team.
• Testing & Deployment for patch and new version release.
• Supported others team members to improve their performance & the call closure on time.
• Deployment of client application to end user based on the PMO’s implementation plan.
• Co-ordinate with multiple teams to get the issue resolved within SLA.
• Conducted application to end users Including Inventory, Sales, Stock, Reports to the end user (distributor/operators).
• Installation and configuration of News Page Middle Layer Application on Desktop and hand handle devices.
• Installation & configuration of SOTI (Remote Monitoring Tool).
• Manual configuration of the devices for Data Synchronization from the NewsPage Middle Layer application.
• Supported Hand Held Devices, SOTI and NewsPage Middle Layer application.
• Co-ordinate with end user for issues as a proactive measure.
• Regular customer attraction for monthly meeting business officials (business coordinator / critical users) on monthly basis.

Technologies: VB and Microsoft SQL.

Tools: SOTI.