JAYAN DEEPAK BABU

* ********* ***** ~ Silver Spring, Maryland 20906

216-***-**** acpad1@r.postjobfree.com

QUALIFICATIONS

Data Analyst and Project Coordinator with 9 years of experience supporting

analytics and reporting projects for clients in software, banking,

technology, mortgage, and insurance sectors. Combine strong business sense

with effective consulting abilities. In-depth knowledge of IT service

management as well as ITIL methods and processes. Bilingual with experience

leading multicultural teams.

Project management expertise includes:

Project Scoping

Planning

Estimating

Scheduling

Budgeting

Remedy Procedures

Defect Tracking

Script Status Updates

Requirements Gathering

Data Source Evaluations

Specifications Development

Application Design

Technical skills and certifications include:

ITIL V3

UNIX

C++

Avaya CMS Server

AETTEXT

COPC

BMC Remedy

Crystal Reports

Lotus Notes Client

MS Project

Outlook/Outlook Express

VNC Client

Remote Admin

NICE Perform Tools

Informatica PowerCenter

PROFESSIONAL EXPERIENCE

IBM INDIA PVT LTD, Chennai, India 2011 - 2014

Data Analyst/Project Coordinator

. Compiled and analyzed complex data regarding automated clearing house

accounts, loan servicing, and customer accounting to help insurance

industry client to recognize patterns, trends, and relationships in

operational information.

. Partnered with EMEA Account Managers to understand and document client

requirements; created high and low level use cases; worked with

Project Manager to prepare Business Requirements Document (BRD) and

System Requirements Document (SRD).

. Directed 3-member team to provide key operational deliverables,

including 10 daily, weekly, monthly and ad hoc reports that contained

meaningful, actionable information.

. Analyzed SLA parameters, resolution and response statistics, backlog

metrics, and daily account performance reports to ensure consistency,

completeness, and timeliness of reports.

. Prepared burn out charts, estimated project timelines, managed risk,

conducted joint application design (JAD) sessions, and collaborated with

developers, systems analysts, and testers to allocate resources;

maintained project portal; issued tracking logs and weekly Clarity

updates.

. Examined Clear Quest defects database, reported weekly status, and

conducted gap analysis to identify additional functionality

requirements.

. Planned and coordinated department training.

Accomplishments included:

. Served as project lead to assess and understand performance concerns

in all service lines; identified gaps and recommended improvement plan

to communicate current state and desired future state to management

and quality teams.

. Centralized and automated reports from multiple data sources which

increased efficiency to 100%.

Continued

JAYAN DEEPAK BABU PAGE 2

Data Analyst/Project Coordinator, continued

. Analyzed client's business intelligence needs; worked closely with

manager to recommend core suite of reports and decreased report

processing time by 50%; received Employee of the Month award.

. Supported EMEA Account Managers during implementation of new

initiatives to monitor and develop reporting tools for individual and

team progress, met/missed percentages, and high and low-level business

requirements analysis; data was subsequently used to demonstrate value

for prospective clients.

CYBERNET SLASH SUPPORT (CSS), Chennai, India 2006 - 2010

MIS Senior Executive

. Coordinated activities of 6-member team to prepare, analyze, and deliver

daily, weekly, and monthly internal and client reports, maintaining 100%

accuracy and timeliness.

. Extracted qualitative and quantitative data to evaluate project progress

and team performance.

. Tailored reports to meet client's evolving requirements.

. Tracked and validated weekly revenue reports; participated in client

calls with project manager.

. Prepared billing, monthly management review, and modular schedule

reports.

. Monitored call queue, initiated corrective actions, provided team with

operational training, and resolved team-specific IT and HR issues.

Accomplishments included:

. Supported diverse projects for clients including Magellan GPS, Vonage,

Netgear, Real Network, Cisco, and WebEx.

. Evaluated call quality against client specifications; ranked and rewarded

agents for excellent performance; improved overall quality to 70%.

. Hand-selected high-performing agents to form escalations team; utilized

escalation team statistics and feedback to develop training for call

agents.

. Defined and implemented key performance indicators for technical support

team; increased problem resolution efficiency to 100%.

. Compiled and analyzed customer feedback to identify training needs.

. Led project to develop headcount projection methodology; analyzed

client's requirements and call volume by shift to determine work volume;

ensured compliance through accurate staff forecasting.

. Earned Star Performer Award.

GLOBAL REALTY OUTSOURCING, Chennai, India 2005 - 2006

MIS Analyst

. Prepared business performance reports, including Target vs. Achievement,

and Daily Sales; also completed data mining and ad hoc reports.

. Managed capacity planning, call forecasting, and staff scheduling;

followed up on TSR scheduled activities.

EDUCATION

UNIVERSITY OF MADRAS, Chennai, India

Bachelor of Business Administration, 2002

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