Manager Customer Service

UPENDER SINGH

***** ****** ******* ***, *** *

Tustin, CA 92780

Phone: 714-***-****

Email: ******@*****.***

OBJECTIVE

To take a challenging role and to contribute creative technical and

Business skills and experience and collaborate with the teams that enhances

your organization's success.

SUMMARY

. 9 years of IT experience and proven ability to conduct accurate needs

analysis, solve problems, assess technical capabilities, conduct

strategic planning, build and motivate teams, lead projects with focus on

customer satisfaction and delivering value.

. Extensive knowledge and expertise in full software development cycle

(SDLC).

. Extensive experience as service owner in Service Delivery Manager for

Operational support of business critical financial applications.

. Extensive experience in 2nd and 3rd level Application Production Support.

. Certified ITIL Foundation V3 professional.

. Experience in assisting service desk in Incident Management involving

incident detection, issue recording, classification, diagnosis,

prioritization, escalation and tracking the incident till closure.

. Extensive experience in coordinating and resolving major system outages.

. Proven Ability in Problem Management. Able to troubleshoot and identify

root cause of production issues, provide workarounds, document in the

knowledge base, identify fixes and raise request for changes (RFC).

. Experience in coordinating change management activities like change

assessments, approvals, migrations, documentations and managerial

reporting.

. Experience in defining SLAs, reporting matrices and KPI for business

critical support services.

. Proven ability in SLA monitoring, managing system availability, batch

monitoring, minimizing system downtime, maintaining customer satisfaction

and delivering value.

. Experience in periodic service performance reviews with the senior

management. Proven ability to identify areas of concerns and execute

service improvement initiatives.

. Experience in coordinating and participating in DR activities.

. Able to communicate and cooperate with staff at all levels. Excellent

communication and writing skills. Ability to work independently and under

pressure. Good team player.

. Experience with production support tools like HP Open view, autosys,

Remedy, Toad, Twiki, SQL Developer and MS Office tools.

. Expertise in Oracle, Sybase, UNIX shell scripting and Perl scripts.

CERTIFICATIONS

ITIL Foundation V3 certified.

TECHNICAL EXPERTISE

MS Office tools, Oracle PL/SQL, Oracle Forms, Oracle Reports, Sybase, UNIX,

Perl, Lotus notes, autosys, remedy, Toad, SQL Developer, CVS, perforce,

Twiki.

FUNCTIONAL EXPERTISE

Banking

General Ledger, Loans and Deposits, Letter of Credits, Funds Transfer,

Interest and Charges, Foreign Exchange, Account management, SWIFT, Oracle

Flexcube.

Investment Banking

FIX, Portfolio Control, Equity Trading, Accounting, Reporting, Mutual

Funds, Fixed Income, American Funds (Capital Group of Companies).

EDUCATION

Bachelor of Engineering (BE Engineering, 1997-2001)

Birla Institute of Technology, Ranchi, India.

EMPLOYMENT HISTORY

1 - Capital Group of Companies, Irvine, CA, USA

Title - Service delivery manager (Feb 2007 - Present)

Responsibilities

The project involves assisting Capital group of Companies' (American Funds)

Service delivery Management initiatives for mission critical financial

business applications in different time zones without compromising quality.

My role includes.

. Problem Manager and my job duties involve providing the next path to

escalation and resolution for issues, establishing root cause and Known

Errors, supporting Incident Management in restoring services and

providing management reporting on historical data and trend analysis.

. Analyzing the recurring incidents, indentifying the root cause, providing

workarounds and coordinating with change management for complete

resolution. Initiating proactive steps in tracking potential outages as

problem manager.

. Assisting service desk in Incident Management from issue recording in

remedy to issue closure.

. Providing second and third level application and technical support with

an understanding of the business functionality to business users in

Trading, FIX, Portfolio Accounting, Order Management, Asset Management,

Managerial accounting and brokers.

. Providing service in adherence to organizational compliance initiatives

per ITIL framework.

. Establishing metrics for problem resolution, batch monitoring and

application system SLA's.

. Designing and development of application data integrity checks and system

scripts to automatically monitor system usage, system availability,

interface connectivity, network connectivity and other support related

toolsets.

. Pinpointing and resolving application performance issues and determining

point of failures.

. Working with application teams and business team on long term resolutions

to production issues.

. Assisting in resolution of emergency application system outages.

. Assisting with Quality Assurance (QA) and testing efforts with

application teams as well as with external vendors/brokers.

. Creating and managing Knowledge Base repositories for all of the above.

Software Skills

MS Office tools, Oracle, Sybase, UNIX, UNIX shell script, Perl, Lotus

notes, autosys, remedy, perforce, Twiki.

2 - Oracle Financial Services, Fort Lauderdale, FL

Title - Business Analyst and Software Development team lead (2002 - Feb

2007)

Responsibilities

Flexcube is the next Universal Banking Solution product from Oracle, which

enables banks to meet the challenges of intense competition, reduced

margins and increased customer expectations. It is a solution that equips

them with a unique competitive edge to excel in their business, and surpass

all previous standards of customer service.

I was the lead of the team responsible for Developing and implementing

Oracle Flexcube for Citibank. I took part in the requirement gathering

initiatives, designing Functional and design specifications and working

closely with the application development team to deliver software solutions

of high quality. I also led the UAT initiatives, project documentations and

assisted post live production support activities. I worked onsite with

clients closely in Singapore, Romania and Florida, USA for Citibank.

I worked extensively in full software development life cycle as a team

lead. I led teams for development and customization of critical banking

modules like General Ledger, Loans, SWIFT, Funds Transfer, Interest and

charges, Foreign Exchange and Account maintenance.

Software Skills

MS Office tools, Oracle PL/SQL, Oracle Forms, Oracle Reports, UNIX, UNIX

shell script, C/C++, HTML, Toad, SQL Developer, cvs.

3 - Oracle Financial Services, Bangalore, India

Title - Oracle PL/SQL programmer (2001 - 2002)

Responsibilities

I was a part of the team responsible for software design and development of

XML interface between Citibank and partner systems to facilitate the flow

of corporate data. This initiative was a part of implementation of leading

Banking suite, Oracle Flexcube, for Citibank. I was involved in designing

and development of modules like GL, Loans and Deposits and Account

statements on Oracle PL/SQL platform.

Software Skills

MS Office tools, Oracle PL/SQL, Oracle Forms, Oracle Reports, UNIX, UNIX

shell script, C/C++, HTML, Toad, SQL Developer.

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