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Problem Manager/ Lead Resume

SUMMARY:

  • 14+ years of professional IT experience in design, development, testing, integration and implementation of client/server and web based n - tier architecture systems with strong domain knowledge of eligibility determination for federal programs in USA.
  • Currently functioning as Problem Manager & leading the break/fix (Maintenance & Operations) team with members from different functional background.
  • Functioned as a Technical/Functional Lead for clients such as State governments of Tennessee, Minnesota, and Colorado.
  • Managed the Eligibility Determination & Benefit Calculation (EDBC) team with excellent track record
  • Experience in leading team and provide Mentorship both onsite and onsite offshore model.
  • Participated in Project Requirement and planning meetings with the customers.
  • Excellent Client / Customer facing skills.
  • PMI Certified Project Management Professional
  • Scrum Alliance Certified Scrum Master
  • Ability to work in tight schedules and efficient in meeting deadlines.
  • Hands on experience in all stages of Software Development Life Cycle (SDLC) and Agile.
  • Responsible for Design and Functional issues with internal and external, technical and non-technical teams.
  • Strong background in OOAD, OOP and UML concepts.
  • Excellent verbal, written communication and interpersonal skills.

PROFICIENCY MATRIX:

Application & Client Management: Problem/Help desk tickets management Strategy Planning - Project Scheduling and Analysis Project Set up and Stabilization - Effort & Cost Estimation Gap Analysis & Requirement Analysis - Resource Administration Software Analysis and Design - Risk and Issue Management Software Development and Maintenance - Project Execution Project Co-ordination with All Stakeholders - Status Tracking/ Project Controlling

PROFESSIONAL EXPERIENCE:

Confidential

Problem Manager/ Lead

Responsibilities:

  • Point of Contact for help desk tickets & incidents for CBMS
  • Drive/lead SLA compliance
  • Resource allocation in order to meet SLA
  • Enforce Incident/ Problem/ Data Fix SLA
  • Collaborate with incident manager on escalations, trending issues
  • Pre-Release Planning and Post-Release Activities/Monitoring
  • Coordinate with developers/problem owners on release note information
  • Liaise with client as needed for resolution, identification/approval (Temporary, Permanent) for the help desk tickets
  • JIRA Administration
  • Manage the testing and quality assurance for help desk tickets

Confidential

Functional Lead

Environment: Corticon Rules Engine, Java, Spring frameworkOracle

Responsibilities:

  • Planning, Coordinate and Manage Interdependencies, Resource Management, Risks and Issues Management, Standards and Metrics Analysis & Tracking, Mentoring/ Developing/ Appraising Project Team, and Knowledge Management. Requirements Elicitation, Understanding, Analysis, & Management, Scoping & Vision, Requirements Gathering, Documentation, & Analysis, Design, Development, & Testing, Contribute to the system configuration and integration testing.
  • Involved with studying business requirements and gathering technical requirements.
  • Interacted with the business and user group to ascertain requirements to carry out Business Process Management processes with detailed functional and technical analysis with OOAD concepts Methodology.

Confidential

Functional/Technical Lead

Responsibilities:

  • Involved with studying business requirements and gathering technical requirements.
  • Lead a team of fourteen members.
  • Interacted with the business and user group to ascertain requirements to carry out Business Process Management processes with detailed functional and technical analysis with OOAD concepts Methodology.
  • Playing the role of Scrum Master.
  • Coordinating between development, testing, configuration and production teams.

Confidential

Senior Software Engineer

Responsibilities:

  • Involved in coding and implementation activities for various components using Java, J2EE.
  • Developing various User Interfaces using HTML, XHTML, CSS and JavaScript.
  • Developing XML schemas for OR mapping.
  • Developed the front end interface using JSP with AJAX features.
  • Wrote backend Oracle stored procedures and functions.
  • Participated in status and review meetings with the project management team and the client.
  • Involved in Unit testing and performed peer review of design and code.
  • Wrote Unit, System Test plans for the business analyst to test the application.

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