SUMMARY OF QUALIFICATIONS:

• Technology Consultant and team-lead, with experience in project management, onshore/off-shore co-ordination, on-time delivery, optimal service delivery, directing and supervising staff and consultants, and knowledge management.
• Expertise in working on various technology integrations with specialization in Microsoft BizTalk Server, CRM tools and ITIL, HP Service Manager, HP Service Center, and HP Service Desk. ITIL V3 Foundation certified. Extensive collaboration and partnership with engineering and cross-functional IT teams to provide technical solutions to customers, with outstanding communication skills.

Top Clients:

• helped migrating this customer from Third Party Interface Solutions TPIS / DWNG ServiceCenter legacy system to HP Service eXchange under Standard Reference Architecture SRA , to use the HP Service Manager HPSM Service Request Management SRM module. This initiative helps HP save annually, and benefits HP by giving them the same ability for a cheaper cost, since it takes lesser effort and support under the new system. Built a leveraged solution for TPIS customers using the Request modue, for future customer integrations as well, thus reducing redundancy and re-engineering.
• KPMG PROFESSIONAL SERVICES / AUDITING FIRM - helped implement a regional service desk within APJ and AMS through a common HPSX solution, in very quick turn-around time, helping in the new contract signing for APJ and the AMS renewal with this customer, with humungous positive monetary impact for HP.
• Canon - efficiently handling a monthly average of 6000 tickets through case exchange. Also assisted the client in upgrading from Image Client to Integration Client and helping the HP Service Desk generate half a million US dollars through this solution, helping in the contract renewal, also.
• Weyerhaeuser PULP and PAPER - efficiently handling a monthly average of 8000 tickets through case exchange. Saved cost by automating the effort of 500 swivel seats.
• Manitoba Telecom Service Allstream Inc. TELECOMMUNICATIONS - helped build a new email service exchange solution between HP Service Manager and customer's mailbox when the workflow had to be migrated from Clarify to Service Manager, following the HP Kanata data-center shutdown using Clarify.
• Rockwell-Collins AVIATION - helped implemented a case exchange solution that helps customer exchange sixty thousand tickets with HP on a monthly basis. Helped in reduce several thousand service classifications to less than a hundred introducing better helpdesk processes.
• Universal Music Group MUSIC AND ENTERTAINMENT - designed a case exchange solution that helped dispatch HP hardware engineers to vendor, for incident and change management.
• Kaiser, McKesson HEALTHCARE
• Eli Lilly PHARMACEUTICAL
• Sara Lee, Sadia, Dr Pepper Snapple Group, Unilever, and PEPSICO CONSUMER PRODUCT BRANDS
• TJX RETAIL
• AT T, COMCAST, DirecTV TELECOMMUNICATIONS
• Agilent ELECTRONICS
• Merrill Lynch BANKING
• SA IT Services HARDWARE BREAK-FIX
• Government of Manitoba

PROFESSIONAL EXPERIENCE:

Confidential

Technology Consultant / Onsite team-lead

• Smoothly and diligently migrate HP customers from Open View Service Desk OVSD / Service Center, Digital Workflow Next Generation DWNG workflow tools and ticket-exchange systems using an earlier version of BizTalk Server, Third Party Interface Solutions TPIS to HP Service Manager, without impacting business continuity.
• Act as key representative and single point of contact between the Global Delivery India Center and Americas BizTalk onboarding / provisioning Team.
• Guide workflow and projects for a team of four technical consultants, including application engineers and BizTalk programmers. Oversee work and mentors team members as needed.
• Technical environment: Microsoft Windows Server 2003, Windows Vista, XP, Microsoft SQL Server 2000 Tools: Dot Net 2005, Dot Net 2003, Team Foundation Server, Visual SourceSafe, Microsoft BizTalk Server 2006, Microsoft BizTalk Server 2004, SQL Server 2005 / 2000, Health and Activity Tracking tool, HTTP Submit Basic utility, XMLSpy, Soap UI, BizTalk Admin Console.
• Analyze business requirements for providing electronic connection between HP and Customers'/Partners' workflow system capable to exchange send and receive Incidents / Interaction / Change / Request / Problem type tickets with HP.
• Build BizTalk Maps and write eXtensible Stylesheet Language Transformation code to send and receive Insert, Update, Close, Insert/Update/Close acknowledgements, and Error transactions via Extensible Markup Language XML via HTTPS post mechanism using Secured Socket Layers SSL 3.0 or SOAP, where customer could comply with HP's web-services and / or HP could implement customer's web-services, based on the requirements decided upon.
• Participate in Integration Testing / User Acceptance Testing and Release assembly and Service Manager Extensions to Production.
• Manage Change Requests process.
• Build proof-of-concepts PoCs .
• Liaison between the Americas Regional Deployment Team in the US and the off-shore Bangalore / China teams, a Case / Service Exchange consultant and a back-up Subject Matter Expert.
• Conduct and organize trainings for new team-members.
• Received E-Award for delivery excellence in building Case Exchange solution for a Fortune-500 pharmaceutical client of HP, in October 2010.
• Led onsite integration between HP's Open View Service Desk and customer-workflow Service Manager at Federal Way, WA, for a Fortune-500 paper / pulp client of HP, in 2009.
• Led Configuration Management function for the Internal Quality team.
• Ranked top-performer in the annual appraisal, in 2006 and 2007.

Confidential

• Was the technical lead for the eSupport Enterprise application.
• Provided application support and enhancements for internal and external HP customers in the APJ Region.
• Key Responsibilities: Designing and developing new e-forms, web application and database maintenance, change requests / enhancements, collaboration with engineering team for new releases. Environment: Windows XP, SQL Server 2000, JSP, EJB, Tomcat. Tools: Query Analyzer, SQL Enterprise Manager, Tomcat Manager.
• Acted as a key member of L2/L3 Clarify and Remedy Support.
• Key Responsibilities: Operations Management, Database optimization and tuning Generating new Stored Procedures, functions, triggers, views, queries error debugging for existing business objects troubleshooting jobs and rule manager failures. Environment: Windows XP, Microsoft SQL Server 2000, Citrix Farm. Tools: Query Analyzer, SQL Enterprise Manager, SQL Profiler.
• Acted as team-lead, designer and developer of CRM Practice web-portal.
• Key Responsibilities: Built a Governance prototype at the CRM practice level, ensuring data-availability for rollup at all times. Designed the ER-diagrams for the lists in SharePoint portal to enable proper and speedy rollup of data to the topmost level in the practice. Tools: Microsoft SharePoint 2000 and Microsoft Excel

Confidential

• Provided technical support for HP Printers, Scanners, All-in-Ones, Photosmart Printers, CD and DVD Writers, Digital Cameras, and Projectors for HP consumers in the APJ region.
• Worked on iCare, a PeopleSoft Product
• Mentored new team-members on a consistent basis
• 'Walked the floor' on several occasions, assisting fellow agents technically, on calls. Key member of the support team that was ranked in the top 5 based on Customer Satisfaction Survey Results.
• Managed case load. Scrubbed closed and pending cases.
• Performed various human resource duties: maintained team's attendance and leave records.

Confidential

Customer Service Associate

• Provided telephone and email technical support for leading web-hosting US Company, on web sites', FTP, e-mail, and billing issues.
• Became the SME in less than six months on the floor.
• System administrator for the application with respect to log-in, password reset and new ID creation.
• Maintained Case logs for the support team, reviewing the technical solutions, and quality of calls and emails.
• Provided customer service support for leading satellite television network in United Kingdom.
• Developed a software application for maintenance of team attendance resulting in management's ability to manage labor and enhanced resource allocation forecasting.
• Mentored new agents on a regular basis.
• Won the Asset of the Month award three times.
• Record score of 100 on all eleven support calls monitored by the client, in December 2002.

Confidential

Founder/Technology Consultant

• Medichrome - a Windows program in Visual Basic 6.0, with SQL Server 2000 June-July 2005
• Client: Nightingale Home Health Services estd. 1986 , Bangalore, India.
• Team: 3 members.
• Description: The application interface contained modules to maintain staff, members', patients', and facilities' records. Paramount importance was given to billing and invoicing, reservation/booking of facilities, salary processing, and man-day analysis.
• Led Display Visual Basic program for public transport Nov-Dec 2004
• Client: EChrome, for Bangalore Municipal Transport Corporation
• Team: 2 members
• Description: This Visual Basic application enabled communication between the software program and the serial port hardware LED device. The user inputs strings or characters the program communicated through the serial port and converted the user input to hexadecimal format, and sends the information in bytes. The data is then seen on the LED screen.
• Flight Operations Quality Assurance FOQA , a Visual Basic 6.0 application, with MS-Access May 2002
• Role: Individual contributor
• Description: Worked with client on an engineering project for National Aeronautics Limited, Bangalore. In order to process the binary file extracted from the Digital Flight Data Recorder the Black Box , certain information such as the parameter position, resolution, and data type is required. These specifications are different for different aircrafts. FOQA provides an interface for accepting these specifications. Reports are generated by processing the bin file with the aid of this data, thus helping in aircraft design improvement and maintenance.
• Recruitment - HR Module, a Visual Basic 6.0 application, with MS SQL 7.0 July 2001
• Team: 3 members.
• Description: A program that effectively handles the system of recruitment process of the client company ITTI Ltd. The tremendous response from thousands of candidates for any of the Open Positions in the Company with branch offices at Bangalore, Chennai, Mumbai and Overseas demanded for a computerized system that helped in marking the performance of the candidates through the various stages of selection.

TECHNICAL SKILLS:

• Specialization in the following Service Support ITIL Modules: Incident Management, Service Request Management, Change Management, Release Management, and Problem Management
• Case Exchange Tools: Microsoft BizTalk Server 2010/2009/2006/ 2004/2002, XML, XSLT.
• CRM Tools: HP Service Manager, HP Service Center, HP OpenView Service Desk, Clarify v7.x, 10.x, 12.x, Remedy Administration
• Databases: MS SQL Server 2005, 2000, 7.0, and Sybase.
• Languages: VB.Net, Visual Basic, C , C , JavaScript, VBScript. Operating Systems: Windows 7 / Vista / XP / 2003 / 2000 / NT / 98 / 95 / 3.1 Other Technologies: .Net 4.x. / 3.x / 2.x, MS Sharepoint 2003, Visio, MS Access, MS Project, Publisher, SOAP, SSL, JSP, ASP, D-HTML, MS-OFFICE.