Visa Status: No Sponsorship Required

SIRI MITTA

Location: Dublin, Ohio, 43017; Phone: 614-***-****; Email: ac34aa@r.postjobfree.com CAREER SUMMARY

Business Process Analyst with experience working on Process Analysis, Operations, Quality Assurance, Continuous Improvement and Customer Support

Production Support Analyst with strong experience in enhancing and maintaining Web applications and Database objects; Have a solid understanding of ITIL support process (L2 and L3) and escalation procedures

WORK EXPERIENCE

BMW Financial Services [Employer: Ricoh], Columbus, Ohio Operations Specialist / Business Process Analyst (Dec 2016 - Nov 2017)

Streamlined business processes by identifying gaps and implementing various process improvement ideas which saved twenty man hours per month (Process Analysis, Business Process Change & Continuous Improvement)

Elicited high level requirements from SME's in order to add a new webpage to the AMX website.

Collaborated with IT teams to troubleshoot and resolve problems around Batch Billing (Root Cause Analysis & Quality Assurance)

Identified flaws with the fee payments made by the client towards delinquent accounts which in turn reduced the operational expenses (Process Analysis & Business Process Change)

Resolved customer's issues around Refunds and Titles by working with Accounting, DMV’s and Customer Service departments (Customer Support)

Verified the vendor (PAR) invoices for accuracy and bill customers accordingly; Ensured SOR requirements are met for the refinanced accounts (Quality Assurance)

Ensured timely payments are made to the DMV's for the services received; Distributed vendor refunds to the client and the customers (Operations)

Reviewed and updated Operations and Services Manuals with business process changes

(Process Documentation)

Motorola Solutions Inc. [Employer: Tata Consultancy Services], Chennai, India Production Support Analyst (July 2012 - Jan 2014)

Enhanced Motorola's intranet websites and modified necessary back-end database objects

(PL/SQL, ASP.NET, HTML, Visual Studio)

Analyzed and resolved the incoming tickets (Web & DB) by following Standard Operating Procedures while adhering to the SLA’s (MySQL, BMC Remedy, Putty, PL/SQL, ASP.NET, HTML & Visual Studio)

Automated recurring activities on ECAT that led to a reduction in the number of incoming tickets

(Visual Studio, HTML, PL/SQL)

Monitored the daily jobs to ensure there are no errors; Performed job abend diagnosis and correction using Unix commands when needed (BMC Remedy, UNIX, Putty) Visa Status: No Sponsorship Required

Generated weekly reports (Sales and Operations) to help customer gain insights to problematic areas (MySQL, Toad)

Initiated and participated in Service recovery calls involving stake holders and technical teams to restore the service back to normal at the earliest

Updated Run Book documentation (SOP and RCA) regularly to save time on future incidents

Notified users about the system downtimes to minimize the impact; Regularly updated the users about the status of high priority tickets

Jaykay Travels [my family's business], Chittoor, India Airline Ticket Agent (Sales and Customer Support) (Feb 2014 - May 2015)

Discover each customer's unique needs and recommend travel packages accordingly

Support customers by answering their questions, updating their travel plans and by educating them on the entitled benefits

Resolve or escalate customer issues around refunds and travel inconvenience

Document customer's interests and communicate promotional opportunities; Cross sell or up sell products through meaningful conversations

Help the supervisor create basic financial statements (Balance sheets and Cash flow statements) CERTIFICATIONS

Oracle Certified Associate, Java SE 7 Programmer TECHNICAL PROFICIENCY

Programming Languages and Frameworks: Java, C #, C++, C, Shell Scripts, ASP.NET

Web Development Tools: HTML 5, CSS, Java Script, Angular JS, AJAX

Database Technologies: Oracle PL/SQL, MySQL, Toad

IDE Software: IntelliJ, Net Beans, Visual Studio

ITSM software and Tools: BMC Remedy, JIRA, Putty

Operating Systems: MS Windows, UNIX, Linux

Software Development Methodologies: Waterfall and Agile

Retail Applications (Motorola specific): SMS, ETRACK, ECAT, RAM EDUCATION

SASTRA University Thanjavur, India

Bachelor of Technology May 2012

Cumulative Grade Point Average: 8.2/10

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