TECHNICAL SKILLS

• Total 8.5 year experience, with 7 year in IT focused on Defining, documenting, maintaining, and communicating the Incident, Problem and Change Management process
• Performing trend analysis of Incidents to show the process is effectively and efficiently reducing the number of Incidents.
• Managing the lifecycle of all Problems and Changes in Application
• Rich experience with ITIL, Incident, Change and Problem Management Tool - Remedy (BMC Software Inc) and used SharePoint / Documentum for maintaining document libraries.
• Managed and delivered large and complex assignments within time/cost and service level agreements / parameters (SLA) while maintaining high standards.
• Worked with Waterfall methodologies and familiar with all the business processes in most of the software development methodologies. Worked on all stages of SDLC.
• Confident, independent, good decision-making abilities, leadership skills to drive a team, results driven, customer focused and a penchant to learn and try new procedures and methodologies to improve existing processes.
• Well rounded experience with foray into Application Design, Development & Support, Quality Assurance, Requirements Elicitation and Project Management.
• Experience working with multiple teams across different geographical locations.
• Excellent multi-tasking, co-ordination and team-orientation skills.
• Strong analytical and communication skills with effective problem-solving capabilities.
• Very good understanding of GMP, SOX, 21 CFR Part 11
• Good experience with participation and preparation for SOX and GXP audits

PROFESSIONAL EXPERIENCE

Confidential, DC

Technology Lead / Business Analyst

Responsibilities:

• Legal and Records Management Support and Change and Problem Manager
• Requirement gathering and analysis for legal applications.
• Requirement gathering from legal perspective of data to be archived for retiring applications
• Writing UAT scripts for legal applications
• Analyzing the active/ inactive data archiving requirements and providing guidance for Paper / electronic data archival
• Conduct regular business and multi-supplier problem management meetings to ensure true root cause is identified and permanently corrected.
• Impact analysis of proposed change across the business units
• Develop use cases to explain/demonstrate business requirements to offshore team
• Find the corrective action to fix application issues/bugs
• Define Known errors of the system and take them to resolution stage
• Archiving electronic records in Documentum based application as per requirements
• Applying retention policies and legal holds as per defined requirements
• Preparing post archival reports and access for approval
• Writing test scripts for enhancements in archival and legal application
• Providing technical support and product version upgrade implementation for various legal portfolio tools such as Exterro Fusion, Recommind, Filesite and Encase
• Responsible for client management at onshore
• Providing incident, problem and change management as per ITIL standards using Remedy
• Status reports on weekly, monthly and quarterly basis
• Working with multiple teams across different geographical locations such Sweden, UK, China, India

Tools and Technologies: BMC Remedy for Incident, problem and change management, Oracle, SQL, Basic Java, Fusion Exterro, Recommind, Filesite, Encase, HP TRIM, Documentum, Star Team, ASP, Windows 2008, Vista, VSS, MS Office suite

Offshore Technology Lead

Confidential

Responsibilities:

• Transition and Support Manager for Enabling functions
• Setting up new patent storage system for AZ as per quality and compliance guidance of ITIL
• Knowledge Transfer from third party to AZ/Infosys team for future support and enhancements
• Knowledge transfer documentation such as RACI matrix, gap analysis, creation of user guides, design specifications etc
• Defining requirements for customizations and interfaces with existing system
• Running UAT for the AZ specific customizations
• Set-up change and problem management process as per ITIL using Remedy
• Document all known error in system
• Managing offshore team of 11 independently
• Setting configuration and ticketing tool for new system
• Preparing data for SOX (KPMG) audits and representation from IT side of business
• Supporting and enhancing existing in house finance portfolio applications

Tools and Technologies: BMC Remedy for Incident, problem and change management, Oracle 11g, MS Office suite, VSS, HTML, SQL Script, PL/SQL, Windows 2008, TOAD

Business Analyst

Confidential

Responsibilities:

• Onsite Lead for Lean Supply Chain Management Project
• Requirement Gathering and analysis
• Work with quality team to ensure all protocols are followed
• Translating requirements for offshore technical team
• Setting up interfaces and interface requirements for new system with existing applications
• Writing Test Scripts
• Execution of whole change as per ITIL via BMC Remedy
• Status reporting to AZ project manager
• Configuration Management
• Documentation as per AZ operations quality management system

Tools and Technologies: BMC Remedy change management, Oracle SQL, MS Office suite, ClearCase, ASP, HTML, PL/SQL, Windows 2003, TOAD

Business Analyst

Confidential

Responsibilities:

• Onsite Lead for Supply Chain Management (operations) portfolio
• Requirement Gathering and analysis for enhancements
• Service introduction for new systems
• Running UAT scripts and integration scripts for changes
• Knowledge Transfer from third party / AZ to Infosys team for support and enhancements
• Knowledge transfer documentation such as RACI matrix, gap analysis, creation of user guides, design specifications etc
• Migration to Remedy as ITSM tool from emails, calls and local ticketing tools
• Identifying bugs, running root cause analysis and defining way forward to resolution
• Mentoring offshore team
• Setting configuration and ticketing tool for new system
• Preparing data for SOX (KPMG) audits and representation from IT side of business
• Translating requirements for offshore technical team
• Perform Unit and integration testing
• Working with multiple teams across different geographical

Tools and Technologies: BMC Remedy problem and change management, Oracle SQL, MS Office suite, ClearCase, Oracle forms, ASP, HTML, toad

Application Support Analyst

Confidential

Responsibilities:

• Incident, Problem and Change Analyst
• Knowledge Transfer from in house team of LaSalle to Infosys
• Creation of KT documents such as User Guides, Installation Scripts, Requirement Specifications, Application information documentation, configuration management
• Bug fix and documentation
• Writing integration scripts
• Problem identification and management
• Documenting Root cause analysis for the systems and providing inputs to change team
• Incident management and problem identification

Tools and Technologies: Java, JSP, Oracle SQL, MS Office suite, HTML, VSS

Application Support Analyst

Confidential

Responsibilities:

• Problem and Change Analyst
• Identification of bugs in current system
• Analysis and bug fix
• Development of new UI for enhanced features
• Documentation of change process as per SOX regulations
• Worked as Lab assistant to professors in Civil engineering.
• Helped new students with their lab work