Last updated: April, ****

Chetan G.R, B.E., PGDBA (Operations Management)

Bangalore, Karnataka Cell: +91-994*******

Email: acgmq0@r.postjobfree.com

Career Objective Apply Quality Assurance principles to enhance customer satisfaction and improve organizational

effectiveness.

10 years of experience in software and service quality assurance across BFSI (Banking, Finance, Insurance),

CME (Communication, Media, Entertainment), MRD (Manufacture, Retail, Design) and Medical

organizations.

Competent in software process management and IT Service Management. Results oriented.

Summary

Played key role and Successfully led CGI organization to CMMI V1.2 and V1.3 Maturity Level 5.

Responsible for setting up IT Service Management system for entire CGI India CME Application

Management Group; Responsible for setting up Quality team for entire CGI India CME Application

Management Group.

CMMI V1.2 - FAR Group member. Member of SEPG. CMMi V1.2 Back up ATM.

CMMi V1.3 - Appraisal Team Member (ATM) – Actively Participated in SCAMPI A, B, or C appraisals.

Specialized in Organization Performance Management – Implementation and Deployment of Innovation at

organization level.

Certified Six Sigma Black Belt

CMMi V1.3 – Assessment Team Member

ISO 9001 Lead Auditor - BSI

CMMi V1.2 – FAR group member

ITIL 2011 Foundation Certified

Skills and Applied Software Quality Assurance Six Sigma Black Belt

Knowledge Software Life-Cycles & Processes ISO 9001

(Only significant IT Service Management CMMI V1.2 and V1.3

experience listed) Agile and RUP ITIL V3

Internal and External Audits ISO 20000

Process Consulting

Post Graduate Diploma in August 2010 Symbiosis University, Pune, Maharastra

Business Administration

Education

Bachelor of Engineering July 2004 AIT, Chickmagalur, Karnataka

Experience

Sr. Software

Engineer - Quality CGI Information Systems & Management Consultants – Bangalore

4/2007 – present

Role: Associate Consultant - Quality

Responsible for supporting organization for all surveillance & recertification audits. Facilitating software

project teams in implementing the applicable standards/framework, performing independent audits, and

delivering training to project teams.

Providing independent view on the project progress to the Senior Management.

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Last updated: April, 2014

Played key role and Successfully led CGI organization to CMMI V1.2 and V1.3 Maturity Level 5.

CMMI V1.2 - FAR Group member. Member of SEPG. CMMi V1.2 Back up ATM.

CMMi V1.3 - Appraisal Team Member (ATM) – Actively Participated in SCAMPI A, B, or C appraisals.

Specialized in Organization Performance Management – Implementation and Deployment of Innovation at

organization level.

CMMI L 2 & 3 consulting assignments with Advantage, Fairfax CGI Business Unit. Working with onsite

project teams to define and deploy improvements to software processes. Coordinating CMMI appraisals.

Conducting CMMI Awareness trainings to project teams.

Worked with CGI Canada BU (CSB) in Process definition for IT service Management (In line with ITIL).

Incident Management, Problem Management, Service Management, Change Management & Release

Management.

Instrumental in New project Transition from CGI - Montreal – Canada to CGI – India

Roles and Responsibilities:

• Responsible for performing Internal ((Process Audits, Ticket Audits, Bridge Audits and

Medium/Low Severity Incidents Call back Confirmation audits) and supporting External

Audits/Appraisals (ISO 9001, CMMi V1.3 & ISO 27001)

• Responsible for Setting up IT service management and QMS for the larger accounts

• Responsible for defining processes for IT service management and defining Improvement

Approaches and Initiatives

• Responsible for setting up Quality team for entire CGI India CME Application Management Group.

• Champion continuous process improvement initiatives across areas of responsibility and develop

comprehensive improvement plans.

• Implement ISO 9K/CMMI Dev & SVC V1.3 L5 /ITIL v3 best practice process improvements

across the service lifecycle

• Responsible for Setting up Knowledge Management and Share point Design.

• Implementation and Institualization of Incident Management, Change Management, Problem

management, Service Level Management and Knowledge Management Processes

• Responsible for Preparing Metrics Dashboard - RAG report, conducting and managing review

meetings with service delivery managers

• Responsible for producing reports on service or system performance based on the negotiated OLA’s

and SLA’s and improvement initiatives

• Responsible for Managing the Client/Onsite Appreciations, Complaints and communications

• Onsite & Offshore interface for any process communications (Service/Delivery/Support) and

changes

• Participating in advisory board meetings to assist in prioritization of improvement opportunities;

Prioritize and implement process change requirements based on alignment to critical project needs

• Prepare communication plans regarding process re-engineering for multiple stakeholders

• Responsible for Providing Trainings to delivery/support team members on ITIL, ISO, CMMI -

Standards/models/frameworks

• Facilitate Subject Matter Experts to develop and implement process improvement solutions

• Responsible for driving improvement initiatives across organization

• Prioritize and implement process change requirements based on alignment to critical project needs

• Responsible for implementing a CSI process and methodology with accompanying KPI’s, reporting

and governance mechanisms

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• Working with service owners, process owners and process managers to identify and manage

improvement opportunities; Reviewing and prioritizing improvements in the CSI.

• Building improvement plans and making improvements; Ensuring improvement requirements are

fully defined and understood

Sr. System

Engineer Siemens Information Systems Limited – Bangalore

01/2006 – 4/2007

Role: Senior Systems Engineer

Responsible for supporting organization for all surveillance & recertification audits. Facilitating software

project teams in implementing the applicable standards/framework, performing independent audits, and

delivering training to project teams.

Providing independent view on the project progress to the Senior Management.

Roles and Responsibilities:

• Responsible for monitoring all the process related activities to comply with the FDA Regulations,

ISO 9001:2000 Quality Management System and CMMI Process models.

• Responsible for providing knowledge of quality process execution to project teams.

• Performing Role of Project Assistant: Tracking the overall project status.

• Identifying and analyzing the risk associated with the project and Preparing Mitigation plans to

counter risk.

• Author: Preparation of the Document plan.

• Ensured that verification and validation activities for all the software work products of the project

are carried out as per the Planning Documents.

• Formulating and identifying Metrics for the each project monthly basis and identifying areas for

improvement.

• Conducting Internal Audits.

• Consulting project teams on topics related to code reviews, project management, configuration

management, quality assurance and defect prevention.

• Tracking the Test Progress using TMT (Test Management Tool).

• Representative for CCB (Change Control Board), Component Responsible Meetings, PJF and MPR

Meetings.

• Collecting Best Practices and Lessons Learnt across the project.

• Tracking CHARM status using tool Clear Quest-CHARM NT.

• Performing E H R Checks; Includes Code Review Records, Planning Documents, Impact Analysis

Summary Report, Unit Test Records, Integration Test Records, Validation Test Records.

• Problem resolving and suggest process improvement areas.

Consultant

12/2004 –12/2005 IIQ systems and Management consultants Pvt. Ltd – Bangalore

Role: Quality Consultant

Conducting Gap analysis, Documenting the processes, Formulating Metrics for the system (GQM), Train

clients on fundamental aspects of ISO 9001:2000 and on conducting Internal Audits, Providing

Implementation support to clients.

Roles and Responsibilities:

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• Implementation of ISO 9001:2000 Quality Management System and ISO 14001:2004 EMS.

• Conducting Gap analysis.

• Documenting the processes.

• Formulating Metrics for the system.

• Train clients on conducting Internal Audits.

• Train clients on fundamental aspects of ISO 9001:2000

• Providing Implementation support to clients.

Clients: TNT Domestic India Ltd, Bangalore. DRS International School, Hyderabad. Aavin milk processing

unit- Erode & Ooty, Tamilnadu. Vidhyacom Technologies Pvt Ltd, Bangalore. HPCL-Mysore, HPCL-

Mangalore, HPCL-Vishakhapatnam, Bank of India, Hyderabad (10 – Branches) and Bank of Baroda,

Uttaranchal – UP- Rajasthan (20 – Branches).

Assisted Senior consultants on Implementation of CMMI for few other clients.

Consultant - IIQ systems and Management consultants Pvt. Ltd – Bangalore

Trainee

09/2004 –12/2004 Role: Trainee Quality Consultant

Part of ISO 9001 Gap analysis team, Documenting the processes.

Key Contributor award - 2008 in CGI - Providing off-shore support as internal Consultant for

CMMi v1.2 Level 3 to a CGI US division - AMS Advantage – Fairfax, US.

Initiated Quality Circles - 2008 (well known Industry concept) in CGI to improve internal

communication within the project team.

Represented CGI-India BU for the CGI Corporate Quality Forum - 2008 (Montreal – Canada)

Best initiative reorganization (2009) from CGI Enterprise Global communication group – Initiated

Usage of Orthogonal Array concept in CGI FX Sentry Testing Project to reduce the effort (70-80%)

spent on test case generation activity

Successful Engagement Award (2009): Organization recognition for successful Implementation of

CMMI V1.2 and Contribution to Definition, implementation and continuous improvement of

Achievements Organization’s Quality Management System.

& Awards

Instrumental in Releasing Process Performance Baselines at organizational level.

Initiated creative process awareness activities in CGI India - Process quiz, Online test and E-

learning’s

Key Contributor award - 2010 in CGI - Provided offshore support as Process prime for ITIL V3

process definition & Implementation to CSB – Montreal

Pat on Back Award – 2011 in CGI: Instrumental in New project Transition from CGI - Montreal –

Canada to CGI – India

STAR Award – 2012: Instrumental in setting up ITSM for CGI-India CME engagement.

Special Recognition Award – 2012: Instrumental in SharePoint tool set up for CGI India CME.

CORONA Award for the “most successful team”: Organization recognition for successful

Implementation of CMMI V1.3 and Contribution to Organization Performance Management

CORONA Award for the “most successful team”. Recognition for Implementing Best practices and

Service improvement initiatives in IGDC-Bell Project.

Six Sigma Black Belt from QAI

Certified Lead Auditor for ISO 9001:2008 from BSI

ITIL 2011 Foundation level Certification – APMG

Certification on CMMI V1.2 Intro Training-QAI India

Professional:

Certifications and Certified Internal Quality Auditor from CGI-Corporate (Montreal – Canada)

Trainings

Certification on CMMI V1.3 Intro Training-QAI India

Certification on CMMI V1.3 High Maturity - QAI India

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Certification on CMMI V1.3 ATM - QAI India

Internal Project Management Certification – CGI India

CMMI Services Intro Training – QAI India

ISO 20000 Internal Auditor Certification

Passport Number: F7441795

Valid H1B

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