Customer Service Management
Resume:
Shilpi Jain
#****, ***, *** ***, **, Calgary, AB, T2P T23
Phone: 403-***-****, E-mail: abof7a@r.postjobfree.com
Objective
Over 6 Years of Experience as a Technical Consultant, seeking for an
assignment with an organization of high repute where I can contribute
towards the growth in business.
Skills
Oracle 9i
Oracle E- Business Suite R12.
ERP systems.
Legacy system
Computer Languages: C, C++, SQL, PLSQL.
Operating Systems : Windows & UNIX
Knowledge of SAP FI
Other Utilities: MS OFFICE
TCP/IP, Crystal reports, Remote Desktop Management, VMware, SR(Service
Requests).
Strong Communication Skills: both oral and written
Team leading skills.
Customer Management Skills.
Change Management Expertise.
Professional Summary
6 years of Experience in Oracle e- business suite Implementation and
Support.
Experience with full life cycle implementation including requirements
gathering, analysis, design, development, training and support.
Proven ability in leading, analyzing existing operations and designing
new strategies, processes and technologies to improve organizational
performance
Technical Specialist for development and modification of total
Computerization of Banking System.
Mechanization of System with modules like General Ledger, Account
Receivable, Fixed Asset, Cash Management, Corporate Planning.
Experience in Monitoring and enforcing compliance, by responding to
security concerns and alerts, Patching, Upgrading and Maintain and
support operational configurations of all in-place security solutions
and applications.
Experience in maintaining high level of Customer service in Oracle
Banking Application Support.
Experience in data conversion activities, including data cleansing
principles and practices and data mapping.
Ability to understand and perform development testing related tasks
associated with data migration and cleansing.
Strong functional experience in Integrating, Testing, Document
Preparation & user training.
Experience in liaising between clients and technical solution providers
to design, deliver, and test solutions.
Experience
Andhra Bank- (www.andhrabank.in)
Applications Consultant (10/2004 -1/2011)
Andhra Bank, at multiple locations in India.
Handled the responsibilities of developing and performing
techno-functional work requests for the Oracle e business suite
Enhancements and Support.
Systems Integration & Configuration, IT Infrastructure Management,
Disaster Recovery, IT Security, Managed functionality of Cheques
truncation System.
Systems/Network Administration - system/tape backups
Monitored network performance, documented & tracked problems for timely
resolution
Installed & configured new software/patches, system upgrades, resolved
problems.
Creating users & their rights, sharing & managing network resources
Disaster Recovery, Business Continuity - complied with Security Policy
Experience in presenting business case to business stakeholders.
Highly trained in preparing Business Requirement Documents and developed
Business Process change document.
Performed Fit Gap Analysis in all projects and document Fit Gap
Analysis.
Worked with Business stakeholders to obtain necessary business approvals
on project documentation.
Developed Technical Design document.
Managed team meeting for project status updates and presenting the
project status to the Project Stakeholders.
Worked with Third Party Vendor on new application implementation.
Developed Traceability Matrix for process documents of solution design
and implementation..
Facilitated Business Process Reengineering to ensure technology
implementation is supported by appropriate business
processes.
Certification: Oracle 9i Database Certified Associate (2011)
Projects Worked on:
Direct Debit/ Direct Credit Application Support (Data Centre)
IT Consultant (10/2004 - 05/2008)
Andhra Bank Kolkata & Andhra Bank New Delhi Data Centre (India)
Handling of daily production issues, resolution and interface with
network of Bank.
Hardware Hard disk capacity tracking and network management
Investigation,completion and solution to user related ERP issues.
Reconciling unmatched ABB (Any Branch Banking) transaction and RC
(remote clearing) and MC (multicity cheques) across the country within
the linked branches.
Liaising with the Software Provider to freeze new requirements and
modify the existing modules to provide new functionality
Testing & implementation of new Modules and concepts like ATM, IFT.
Core Banking Solution
Technical lead/ SME (04/2008 -12/2010)
Implementation & Support of Oracle e business suite at Andhra Bank North
Zone (India)
Understanding Business Requirement and document Business Requirement.
Supervised Hardware & Operating System installation, configuration and
networking.
Migration of 95 branches to Core Banking system.
Provided handholding training to end users on ERP systems.
Extended helpdesk support to 95 Branches .
Trained end users on ERP systems- troubleshooting
Coordinated & managed vendors and service providers
Creating and maintaining user profiles in System.
Troubleshooting incorrect banking transactions arising either due to
malfunctioning of the banking software or mishandling of the transaction
by the branch staff. Troubleshooting formed a major part of my
activities as maintaining the integrity of the system was very crucial
for the overall functioning of the bank.
Finacle Treasury System :
Technical lead and SME (07/2010 -01/2011)
Andhra Bank Zonal Centre (Gurgaon, India)
Back-office Processing, Settlements, Accounting
Regulatory reporting
Troubleshooting
Reconciliation of Day to Day transactions.
Corporate Planning:
Technical lead and SME (01/2009 -01/2011)
Periodical Business Analysis at Andhra Bank, North Zone (India)
Preparing reports for business analysis.
Reconciliation
Preparing Quarterly and monthly returns
Education
Bachelors in Computer Science Engineering (2004)
College of Engineering, Roorkee, India
Certification: Oracle 9i Database Certified Associate.(2011)
Achievements
Got Special appreciation certificate for successfully Migrating 95
branches to Core-Banking at Andhra Bank North Zone India.
Contact this candidate