SUMMARY:

• Growth - driven, performance-focused, and analytical professional with wide-ranging experience in various areas of information technology and telecommunications encompassing business and system analysis, risk assessment, and client management.
• Equipped with proven ability to identify and resolve multiple issues to drive business productivity and performance.
• Recognized for unparalleled work ethic and exemplary ability to efficiently oversee multiple priorities within fast-paced environment.
• Armed with excellent communication, interpersonal, and collaborative aptitudes in establishing and maintaining positive working relationship with onshore and offshore professionals.

AREAS OF EXPERTISE:

• Telecom Billing, Rating & Mediation
• Project Management
• BSS/OSS
• Business Process Improvement
• Requirements Analysis
• Incident, Problem and Change Management
• Production Support & Release Management
• Systems/Application Design and Architecture

TECHNICAL ACUMEN:

• Linux, Windows
• Sun Solaris
• C, C++
• Oracle 10g
• SQL
• UNIX Shell Scripting Infinys/RBM
• Perl
• SDLC
• Crystal Reports
• MS Project
• ITIL
• HTML
• ServiceNow
• Microsoft Azure

PROFESSIONAL EXPERIENCE:

Confidential

Scrum Master/Team Leader

Responsibilities:

• Supervised and coached the Level-2 Application Support Team with five offshore members in streamlining organizational performance and client support
• Steered key efforts in directing critical escalations within set timelines during the pre-production phase, go-live, and post-production
• Fulfilled various project management tasks for project testing and support phase involving project resource allocation, test cases development, and scheduling
• Assumed onsite support lead role for the DHL project in mid-2014 during go-live in Malaysia within a span of three months
• Spearheaded the planning, coordination, and execution of maintenance and feature release installations in alignment with change control and release management processes
• Consolidated project findings and implications of solution changes for the project manager as well as handled the daily reporting of incidents and change management.
• Assessed the Scrum Maturity of the team and helped the team to attain higher levels of Scrum working knowledge.
• Assisted the internal and external communication, improving transparency, and radiating information.
• Supported and educated the Product Owner, especially on grooming and maintaining the product backlog.
• Maintain active involvement with testing, execution, and support of numerous telecom product implementations generating revenue by more than $25M per month
• Monitored and minimized customer resolution times and enhanced issue closure rates on an average of 98% issue resolution within service-level agreement (SLA) times which attained 95% of the goal

Confidential

Senior System Analyst

Responsibilities:

• Conducted system and business process analysis to determine key issues, gaps, and risks in client requirement and presented product solution
• Functioned effectively as key technical subject matter expert, in charge of billing and tax-related components of the telecom product suite
• Took charge of initiating number of iterations between team and customer on solution-related tasks.
• Conceptualized multiple proofs of concept and executed online and face-to-face knowledge sessions with internal and external clients
• Guaranteed consistent customer response worldwide in coordination with counterparts across Europe, Middle East, and Asia (EMEA) toward the optimization of procedures and escalation process.
• Continuous collaboration with Business Analysts, Project Leads and Technical teams to resolve issues and ensured solutions are viable and consistent.
• Minimized redundancy and executed forward defects during the implementation by 20% through the development of metrics to determine inefficiencies in the process; as well as through change management process to resolve issues at early stages
• Earned recognition with performance s such as Spotlight Employee Excellence (SEE) for surpassing job expectations in December 2012 as well as directing an initiative for supporting the new team with cable product process improvement in 2013
• Gained distinction with unique appreciation of developing proof of concept (POC) which prevented $2M revenue of customer loss to the organization

Confidential

System Analyst

Responsibilities:

• Acted as primary engagement analyst and point of contact for customers across Asia region
• Administered the overall architecture of client systems including technical configuration and support of the rating and billing applications of the client
• 24*7 Production Support
• Cultivated positive customer relations
• Examined and fixed issues by rendering support in system integration testing, business integration testing, as well as production
• Assumed onsite support lead role for the Confidential Australia project in mid-2011 during go-live in Melbourne Australia within a span of four months
• Mentored and guided to new employees improving team productivity
• Developed and executed test queries through SQL
• Guaranteed 100% accountability on issue resolution within SLAs
• Played a vital role in the acquisition of 99% quality rating for all handled troubled tickets (defects and issues)

Associate Program Analyst

Confidential

Responsibilities:

• Administered and oversaw systems for defects and issues in both test and production environments
• Handled testing and replication of issues and root cause analysis with a technical perspective
• Effectively managed defect tracking and escalated issues to stay abreast with SLAs
• Performed troubleshooting responsibilities, created test cases, managed client error and complaint, and forwarded issues to the appropriate team
• Conceptualized and implemented maintenance procedures which included system upgrades, patch management, and system backups
• Served as point of contact for issues in areas of tax modules, discounts, and rate plans