RESUME

RENUKA PANWAR

Email: ac45pp@r.postjobfree.com

678-***-****

Work Status – Work Permit/EAD

Career Objective:

Seeking for a position in a firm that commensurate with my knowledge and technical skills.

Educational Qualification:

Master in Computer Applications

Bachelor of Science

CERTIFICATION:

Information Technology Infrastructure Library V3@ Foundation Certification (ITIL.V3)

Amdocs Certified Business Analyst

PROFESSIONAL EXPERIENCE

Overall 9+ years of experience in a corporate IT environment as a PMO Professional and SSME.

PMO Professional with Amdocs, Atlanta in T-Mobile and AT&T accounts, from Oct 2016 to Sep 2017

Senior Subject Matter Expert with Amdocs, Atlanta in AT&T account from Oct 2011 to Oct 2014

Assistant Manager PMO and Business Operations with HCL Technologies, Noida, India from Feb’ 2006 till Feb 2010

System Analyst with Patni Computer Systems, Noida, India March 2005 to Jan 2006

Overall 9+ years of experience in Project Management, Quality Assurance and Operations with an expertise on both Agile and Waterfall methodologies with following experiences:

-Project Management with processes and lifecycle. Coordination using Project Management methodologies.

- Technology skills like MS Project (managing Gantt Chart, Task, Resources, Budget, Calendars and etc.), Outlook, PowerPoint, Excel, Word, Visio and SharePoint

-Report creation through various MS Tools.

-Monitor program/project baselines to ensure activities are occurring as planned – scope, budget and timeline.

-Resource Management, Risk Management, Asset Management, Knowledge Management and documentation, Reporting.

-Operations support by tracking SLAs, scheduling and facilitating meetings, composing agendas, status reports, MoMs and tracking monthly audits.

-Quality standards implementation like ISO 9000,ISO 20000,Six Sigma.

-Process Improvement with improvement identifications, managing training and development of team members to develop their skills and maintain industry-leading knowledge in their areas of responsibility.

-Programs based on ITIL processes.

-Maintaining, tracking and collecting resource plans, issue logs, organizational structure, methodologies and trainings on a shared location.

-SDLC including Functional Test Phases & Defect Management.

-Technical knowledge on DB, OS, Network and applications/tools like TDP, Quality Center, Rally, Jira, Webtrax, Clarify, Toad, SQL,Unix, Color Contrast Analyzer, Fire Eyes, HTML Validator, NVDA Reader.

-Manual Testing of web based applications for IOS, Android and WINDOWS devices and on various browsers.

-Web Accessibility Testing for IOS, Android and WINDOWS based smart devices(3G,4G,LTE) and GUI testing of telecom based applications.

-Device Testing on IOS,Android and WINDOWS based smart devices(3G,4G,LTE).

Specialties: Project Management, Operations Support, ITIL, Quality Audit, Reporting, Defect Management.

Work Profile with Amdocs, USA:

AT&T and T-Mobile (PMO)

Worked in a capacity of PMO and Business operations for AT&T and T-Mobile clients. The core responsibilities consisted of -

Maintain and update the project management artifacts to support the operations

Maintain the processes to ensure the project Management Documentation, reports and plans are relevant, accurate and complete

Monitor and Track the Resource & Revenue of the Programs through P&L processing

Track the project delivery and ensure the acceptance criteria’s are met

Involved with Software Development Team to capture and consolidate all the business requirements in a release

Run the daily stand up scrum calls with Scrum Master and update the action items for respective teams using KANBAN and RALLY

Publish the daily dashboard on DCUT and Progress status report to leadership and client (internal & external stakeholders)

Create on demand reports on Business Requirements, MTTR, Escaping Issues, and Defect Density etc.

Organize weekly call with stakeholders and present the Budget vs Progress report and publish the MoM and Action Items

Work closely with Scrum Masters and Project Managers to create dependency documents and RISK Alerts for respective teams

Apply the best practices of Project Management and capture the feedbacks from the teams

Facilitate the training on Agile & DevOps methodologies and Knowledge Management using tools

Generate ideas, share and implement he same to improve Quality and Processes

Collaborate with partners on a regular basis to discuss and plan the improvement in efficiencies

Facilitate the meeting on quantification of escaping issues

Organize the RCA and LL meetings with SDLC teams and to remind and follow the Best practices used

Defect Management using JIRA, TDP, RALLY, ALM and Webtrax tools

Directly Report to Program Manager (Executive director)

AT&T (System and Web Accessibility Quality Engineering)

Served one of the biggest Amdocs client AT&T as a member of the Quality Engineering Team for AT&T Open Net project.

Worked as a Testing Lead in an Agile (Scrum) team with a full knowledge of agile principles and Scrum framework. Hands on experience of working in a SCRUM team w.r.t. meetings, Kanban Board, User Story points and providing testing effort till the Iteration completion with testing presentation.

Manual Testing Expertise of web based applications for iOS, Android and WINDOWS devices and on various browsers including Chrome, Firefox, IE and Safari. Also includes GUI testing of telecom based applications both on and off device.

Device Testing expertise on iOS, Android and WINDOWS based smart devices (3G,4G, LTE) including smart phones, tablets, laptops, notebooks, netbook

Expertise on Web Accessibility Testing for iOS, Android and WINDOWS based smart devices (3G, 4G, and LTE) including large screens, tablets, smartphones, etc. and GUI testing of telecom based applications.

Expertise on different WAT tools e.g. Color Contrast Analyzer, FireEyes/Firebug, HTML Validator, and NVDA Reader.

Hands on experience on using Color Contrast Analyzer to determine the readability of color combination for normal and bold text.

Hands on experience of using FireEyes/Firebug on the browsers to test the application/page is compliant as per WCAG.

Hands on experience of using HTML Validator for testing the applications on the browsers and to get the errors on the current page in W3C validator results.

Hands on experience of using Non Visual Desktop Access Reader on the browsers for web applications testing.

Hands on experience of using different WAT tools on different browsers like Chrome, Firefox, IE and Safari while testing WCA guidelines

Hands on experience on testing web applications w.r.t Web Content Accessibility Guidelines and finding out any defects which are not CATO compliant.

Accessibility Audits of web applications on different browsers

Reporting audit and test results to clients with clear guidelines of implementing the right usability practices.

In depth Knowledge and work experience of SDLC including Functional Test Phases

In depth Knowledge and Work experience of Defect and Test Management using tools such as ALM/QC, RALLY, TDP, JIRA

In depth Knowledge and work experience of PRISM, Webtrax, TDP,JIRA, Tspace Quality Center, Rally, Toad, SQL and Unix.

Knowledge of Tenon.io and Perfecto tool

Contributed in identifying the automation part of device testing for the web application.

Work Profile with HCL Technologies, India:

Served some of the Fortune 500 clients such as Dow Jones, ETrade, Microsoft and Johnson n Johnson. R&R explained below -

PMO and Business Operations Responsibilities:

Coordinated ISO 20000 certification of the project: Handled complete ISO 20000 certification by initiating, communicating and coordinating with the internal and external auditors. Involved directly into the certification from requirement gathering till successful completion of the certificate. Took sessions about ISO 20000 with all teams providing information, introduction and query handling. Created process documents, work instructions, front sheets, finalizing different formats used, gathering and maintaining data of project teams, etc.

Conducting Monthly Operations Review: Responsible for conducting the Monthly Operations Review, accountable for achieved SLA of all the teams for that month to the management.

Implementation of Quality Improvement Initiatives like Value Creation etc. Setting a target every month for a team from the present SLAs and achieve the target for that month by making and implementing an action plan.

Coordinating Internal and External Audits: Plan and design internal audits on the process, do regular audits and collect data to analyze and provide update to the client. Formally document findings.

Work with the different teams audited to resolve compliance issues, provide recommendation, communication on status of action resolution and bringing to management issues that require attention tracking corrective actions.

Creating audit report in a specified format with all the open and closed items. Maintain data base and files generated from each audit.

Working as an auditor for ongoing process through different teams by auditing the ongoing process in terms of service delivery, auditing emails and other way of communication. Finding out any kind of gap which directly affects CSAT.

Ensuring process adherence in the Projects.

Coordinating the Annual Process Audit taken by the client w.r.t. requested documents preparation, audit plan preparation, meeting scheduling, in person team audit, report drafting and closing meeting.

Working as an auditor for the Project: Conducting surprise audits of the process implementation in the Projects and conducting walk-through to check the compliance of Security Policies.

Reporting Project Head and Quality Head: In case of any process violation or compliance issue directly reports to SDM and Quality Head if the issue is uncontrollable at my end. Responsible for reporting every security issue to the Quality Management.

Security Policies Awareness Training at regular interval: Giving different security sessions to all the teams at regular intervals. Driving process improvement initiatives in different teams.

Generating ideas, sharing and implementation of the same to improve Quality: Taking one to one sessions with the team members to collect the gaps, then prepare the action plan and implement on the team to fill the gap and improve the quality of work.

Single point of contact for all Quality Improvements tasks: Quality SPOC for the project under the supervision of the Quality Head and Project Regional Head. Responsible for all Quality Assurance and compliance related activities in the Project.

Drive the quality awareness programs: In the organization across all levels and work closely with all functions to inculcate quality as a habit. Coordinating different monthly activities like quiz competition, best slogan etc.in order to make aware all the team members about the different quality aspects.

Ensure Service Delivery adherence: to process and procedures .Own service quality and Service Delivery performance.

Management of Information Systems (MIS) and Operations Responsibilities:

Triaging and responding to requests for information, assistance, project management tools.

Resource Management: Maintaining the complete Human Resource data right from the time of recruitment and joining using HCL internal tools, Excel and Word by working hand in hand with Recruitment team, HR and Project Managers.

Asset Management: Working towards managing the services and infrastructure in a controlled manner. Coordinating and maintaining the asset related data through internal tools, Excel and Word.

Conducting detailed induction and process training of new joiners: Prepare an induction document for the new joiners covering the introduction part of the project and the related client and project information. Also coordinating the process for training for the new joiner.

Knowledge Management and documentation: Coordinating different sessions for the team to share the knowledge developed through ongoing operation and the client interaction.

Preparing and maintaining all forms of project documentation at internal and client locations. Creating and managing run books and other related documents of all teams.

Training Plan and its Implementation for both the new resources and the present resources: Planning and coordinating different trainings to upgrade the skills of the teams by interacting with the Client and Technical Experts.

Reporting: Preparing different kind of internal and external reports as per the management and the client’s requirements in Word, Excel and Power Point. Responsible for providing various routine and ad hoc reports to top management and the client.

Knowledgebase Management: Analyzing, maintaining and updating the available knowledgebase through internal portals with an automated system.

Identify, facilitate and implement process improvement ideas to improve efficiency: Working towards improving the operational effectiveness of the organization by developing and implementing various action plans for the teams.

Escalation Handling: Performing the root cause analysis by interacting with the team and going through the process knowledgebase to identify the gaps and preparing a corrective and preventive action plan for the team and client.

Process trainings: Co-coordinating trainings for different teams after collecting the requirements from teams.

Interacting with the client and the management for Project updates: Participating in meetings with the client and the management to identify the improvement areas, and to conduct Lessons Learnt I order to share the action plans and the updates on the implemented action plans.

Daily interaction with team for process improvement: Interacting with all the teams on day to day basis to get all the updates, to share the updates, to gather all the ongoing issues, provide leadership and direction to the Service Delivery teams.

Additional Assignment: To handle additional responsibilities as directed by Service Delivery Head towards process improvement. Assist in maintaining various quality systems and programs, as needed.

Data Consolidation: Responsible for collecting, consolidating and presenting data in required formats as required by the top management, various teams and client.

Ensure Service Delivery adherence to process and procedures. Own service quality and Service Delivery performance.

Work Profile with Patni Computer Systems, India:

Project: EMC Corporation, US

Job Profile: PMO, System Analyst

Job Responsibilities:

Asset management: Working towards managing the services and infrastructure in a controlled manner. Coordinating and maintaining the complete asset related data through internal tools.

Reporting: Preparing different kind of internal and external reports as per the management and the client’s requirements in Word and Excel. Responsible for providing various routine and ad hoc reports to top management and the client.

Analyzing, maintaining and updating the available knowledgebase: Maintaining the available knowledgebase through internal portals with an automated system.

Internal Auditor: Involved in the internal audit of the project w.r.t quality assurance standards like ISO20000.Responsible for working with teams on following QA standards based on standard guidelines on QA standards. Worked on consolidating and presenting data in required formats as required by the top management, various teams and client.

Conducting Monthly Operations Review: Responsible for conducting the Monthly Operations Review, accountable for achieved SLA of all the teams for that month to the management.

Implementation of Quality Improvement Initiatives like Value Creation etc.: Setting a target every month for a team from the present SLAs and achieve the target for that month by making and implementing an action plan.

Coordinating Internal Audits: Plan and design internal audits on the process, do regular audits and collect data to analyze and provide update to the client. Formally document findings. Work with the different teams audited to resolve compliance issues, provide recommendation, communication on status of action resolution and bringing to management issues that require attention tracking corrective actions. Maintain data base and files generated from each audit.

Auditing of process: Working as an auditor for ongoing process through different teams by auditing the ongoing process in terms of service delivery, auditing emails and other way of communication. Finding out any kind of gap which directly affects CSAT.

Ensuring process adherence in the Projects – Coordinating the Annual Process Audit taken by the QA Head.

Working as an auditor for the Project: Conducting surprise audits of the process implementation in the Projects and conducting walk-through to check the compliance of Security Policies.

Reporting Project Head and Quality Head: In case of any process violation or compliance issue directly reports to SDM and Quality Head if the issue is uncontrollable at my end. Responsible for reporting every security issue to the Quality Management.

Security Policies Awareness Training at regular interval: Giving different security sessions to all the teams at regular intervals. Driving process improvement initiatives in different teams.

Generating ideas, sharing and implementation of the same to improve Quality: Taking one to one sessions with the team members to collect the gaps, then prepare the action plan and implement on the team to fill the gap and improve the quality of work.

Single point of contact for all Quality Improvements tasks: Quality SPOC for the project under the supervision of the Quality Head and Project Regional Head. Responsible for all Quality Assurance and compliance related activities in the Project.

Drive the quality awareness programs: In the organization across all levels and work closely with all functions to inculcate quality as a habit. Coordinating different monthly activities like quiz competition, best slogan etc.in order to make aware all the team members about the different quality aspects.

Ensure Service Delivery adherence: to process and procedures .Own service quality and Service Delivery performance.

Identify, facilitate and implement process improvement ideas to improve efficiency: Working towards improving the operational effectiveness of the organization by developing and implementing various action plans for the teams.

Escalation Handling: Performing the root cause analysis by interacting with the team and going through the process knowledgebase to identify the gaps and preparing a corrective and preventive action plan for the team and client.

Conducting detailed induction and process training of new joiners: Prepare an induction document for the new joiners covering the introduction part of the project and the related client and project information. Also coordinating the process training for the new joiner.

Periodic Refresher process training: Co-coordinating refresher trainings for teams as after collecting the requirements from teams.

Knowledge Management and documentation: Coordinating different sessions for the team to share the knowledge developed through ongoing operation and the client interaction.

Preparing and maintain all forms of project documentation at internal and client locations. Creating and managing run books and other related documents of all teams.

Training Plan and its Implementation for both the new resources and the present resources: Planning and coordinating different trainings to upgrade the skills of the teams by interacting with the management.

Interacting with the client and the management for Project updates: Participating in meetings with the client and the management to identify the improvement areas, to share the action plans and the updates on the implemented action plans.

Daily interaction with complete team for process improvement: Interacting with all the teams to get all the updates, to share the updates, to gather all the ongoing issues, provide leadership and direction to the Service Delivery teams.

Perform additional assignments as directed by SDM towards process improvement. Assist in maintaining various quality systems and programs, as needed

Renuka Panwar.

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