Project Customer Service

SHAMA SHASHIKUMAR PILLAI

** ********* ******, *******, ** 14214, 716-***-****,

***********@*****.***

http://www.linkedin.com/in/shamapillai

Summary:

A high-performer with an effective mix of excellent technical skills,

strong business skills and robust domain knowledge;

seeking challenging assignments.

Education:

University at Buffalo, State University of New York

Master of Science, Management Information Systems, September 2010, GPA:

3.81 / 4.0

Veermata Jijabai Technological Institute, University of Mumbai

Bachelor of Engineering, Computer Engineering, June 2006, Graduated First

Class

Professional Experience:

Software Engineer, August, 2006 - August, 2009

Patni Computer Systems Ltd., Mumbai, Maharashtra, India

Projects: Mainframe development (using Software Development Life Cycle,

Agile methodology) & maintenance projects in a financial domain for GE

Capital Fleet Services, Eden Prairie, Minnesota

. Analyzed requirements, resolved queries and communicated status

regularly which involved discussion with business analysts, on-site

coordinators and project managers, ensuring clear understanding of the

system

. Reported estimates, planned and proposed solutions for requirements,

details of completion of requests to business analysts for approval

. Implemented code changes within stringent deadlines, tested changes to

ensure system integrity after changes, deployed changes to production

environment for improving customer service

. Resolved issues reported by client, implemented self-discovered

permanent fixes

. Managed applications effectively by providing production support to

ensure business continuity

. Contributed to knowledge sharing activities by mentoring newly joined

team members on technical and functional aspects, as well as processes

followed in the projects done

. Created technical design documents and worked on multiple projects

involving complex tasks simultaneously

. Developed expertise in a variety of mainframe languages and tools

. Managed work on change requests, support requests and high priority

production issue tickets

Internship:

IT Analyst Intern, June, 2010 - Present

Catholic Health Systems, Sisters of Charity Hospital, Buffalo, NY

. Gather requirements from business users, create business requirements

documentation

. Proactively analyze and anticipate impacts, modifications of technical

or operational nature and convert business requirements to technical

design specifications in a complex clinical environment for

Computerized Physician Order Entry (CPOE)

. Design, build, test and document clinical rules (MLMs) and reports to

support clinician work flows

. Provide technical database support for Catholic Health Systems

projects on hospital applications

. Participate in department meetings and prepare presentations to

facilitate project goals, objectives and outcomes

. Educate and train a technical team of analysts and resolve issues

reported by functional team of business users

On-campus Employment:

Research Project Assistant, November, 2009 - Present

Department of Management Science and Systems, School of Management, SUNY

Buffalo

. Assemble and compile raw data from different social media networking

websites into information, using MS Excel

. Analyze data for relationships between a number of variables such as

rumor, emotional tension, anxiety etc

. Present results of analysis to faculty and research students in an

educational environment, using MS PowerPoint

Technical Skills:

Programming Languages: SQL, COBOL, JCL, VSAM, ISPF, REXX, CLIST, C, C++,

Core Java, Advanced Java, Arden

Web Technology: Ajax, HTML, DHTML, XML, JavaScript,

ASP.NET, ADO.NET, .NET, C#, Perl

Database: IDMS, DB2, Oracle, MS Access 2007, Microsoft

SQL Server 2005

Front End: ADSO, CICS, Visual Basic 6

Operating Systems: MVS, DOS, Windows - 95, 98, 2000, 7, XP,

Vista, Unix

Desktop Applications: MS PowerPoint, MS Excel, MS Project, MS

Publisher, Outlook

Design Tools: Rational Rose, Microsoft Visio, CASE

tools

Other Tools: TIBCO iProcess Client, Siemens Rules Engine Builder,

Soarian Clinicals Desktop Administration, Soarian

Clinicals User Interface, Crystal Reports, HL7, HIPAA,

Six Sigma, iGrafx, Test Director, Endnote, MATLAB, IBM

Websphere, SAS E-Miner, Automated Production Control

(APC), Easytrieve, Changeman, TSO, $AVRS, File-Aid,

Compare-X ISPF, SPUFI, Batch, Xpeditor, Intertest,

Endeavor, IBM Mainframe Utilities - Sort, Dfsort,

Icetool, Iebgener, Iebcopy, Idcams

Accomplishments:

. Awarded Leadership Certificate at SUNY, Buffalo for successful

completion of 'Leadership Certificate Program'

. Nominated for InfoTech Niagara BETA Student Award 2010

. Awarded 'Dream Team Award 2008' and 'Team Award 2007' from GE Business

Unit for client excellence, innovation, team-work and consistent high

performance on mainframe application support

. Excellence Award for securing distinction in the subjects of

Mathematics and Basic Electronics and Engineering in the undergraduate

engineering program

. Received Certificate of Merit from the Gulf Mathematics Olympiad,

2002, conducted by the Council of Central Board of Secondary

Examination (C.B.S.E.) Affiliated Schools in the Gulf

. Academic Excellence Award for securing all 'A's throughout the

academic year 2000-2001

Coursework Projects:

. Business Process Model Project, Business Process Modeling course

- Learned process analysis, design and building process efficiency

and work flows

- Gathered business requirements and converted them into process

flows for online ticket booking process

- Developed a good understanding of data flows between the various

resources entities involved in the process

. Business Plan Project, Technology Management & E-Business course

- Defined scope of the problem, determined value proposition of

the problem

- Identified the stakeholders of the project, planned major

outcomes of the project plan

- Established roles and responsibilities for team members involved

in development of the project plan

- Compiled and captured project timelines, milestones, resources

and costs using MS Project

. Systems Analysis and Design Project, Systems Analysis and Design

course

- Developed Systems Development Life Cycle for an online library

system

- Worked with Systems Development Methodologies such as Rational

Unified Process

- Captured requirements and depicted them with use case modeling and

other UML diagrams

- Studied the activities of requirements discipline in great depth

and implemented it for the online library system, from project

inception phase to documenting a developed solution

. MS Access Database Project, Database Management Systems course

- Created, maintained database of product information as well as

generated sales and customer reports

Professional Affiliations:

Management Information Systems Association InfoTech

Niagara Association

Community Service:

Habitat for Humanity Buffalo Niagara

River Keepers

Upstate New York Transplant Services

American Cancer Society's Relay for Life

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