Address: **** *. ***** ****** ***# I, Englewood, CO 80111
Well organized, enthusiast and resourceful individual looking for an opportunity to leverage university knowledge as well as experience in support management with the notion of honesty for producing high and impactful deliveries.
3 + years’ professional experience as a coordinator - operations and IT support for clients like At&t, East Central University and Suzuki Automobiles Nepal.
Experience in collecting requirements and documenting project functional specification.
Good Management, Execution and Documentation skills
Experience and understanding of software development process including Software development life cycle (SDLC).
Liaising with the release management, development teams, system analyst, DevOps for better planning and execution of environment allocations each release.
Excellent experience in providing timely communication on status/downtime/Patch schedules to clients including AT&T leadership.
Experience in capturing environment date requirements, negotiation and announcement as per prerequisite
Hands on experience on tools like EEM Remedy, able to create/update tickets. EEM report generation, running queries for ADBA weekly metric, environment repurpose, DB refresh tickets etc
Efficient in multi-tasking, managing release environment chat rooms, attending calls and producing deliverables such as the Env Tracker, Daily Status, Roadmap, metrics deck, Trending Topics, etc.
Capable of working autonomously as well as in team environment to yield rewarding deliverables.
Experience in creating and maintaining the requirements definition documents that included Business requirements and Functional requirements.
Efficient in Using MS Excel spread sheet, PowerPoint, MS Visio for planning/status reporting
Enthusiastic to take up new challenges and passionate to push oneself in new areas.
Capable of responding to critical issues swiftly in an appropriate and systematic manner.
Master of Science in Human Resources 2013 - 2015
East Central University, Ada, Oklahoma, GPA: 3.92
Bachelors in Business Administration, concentration in Marketing 2008 - 2012
Tribhuvan University, Kathmandu, Nepal, GPA: 3.52
Digital 101/Digital 201
L&D Advance Communication Skills
Administrative Medical Specialist
Certified Electronic Health Record Specialist
Certified Principles of Project Management
EEM Remedy, AOTS, Putty
Ms Word, Excel, Outlook, PowerPoint, Windows 2003 Server,, Visio, Ms Access
Communication - Fluency in writing and speaking English, Nepali and Hindi
AWARDS AND RECOGNITIONS:
Bravo Award granted for exceptional delivery customer focus, using technical and alternative solutioning skills to make the entire environment management process seamless and low impact to the customers.
Three times spotted on KUDOS for the work of support, fast learning capability and handling pressure with ease.
Best student worker nomination
Nominated for best student employee of the year for fast-pace service, multitasking and passionate to take new challenges.
ABS Non-Prod Environment Management, Tech Mahindra September 2016 – February 2018
Environment Co-ordinator, Operations (Client At&t)
Worked in support management team as environment coordinator for multi-million AT&T applications like Business Centre and Premier.
Created a rapport between Release managers, Developer, TechOps, SA and ADBA teams to enhance environment readiness in timely manner for accomplishing environment assignment goals.
Prepared/updated environment tracker sheet to comply with DEV, ST, DEMO, UAT and PREMOCK/ MOCK environment assignments as per release calendar.
Accomplished tasks like EEM Remedy tool access provisioning, bring up-to-date of remedy tool with all the releases and environment assignments.
Remedy tool- Worked on 20-25 remedy tickets per day to resolve environment issues, ensured no missed SLA on tickets, get them updated with root cause analysis and close it.
Played key role in testing for upgrading of the remedy system: Tasks performed includes creating tickets for each of the application drop downs, assigning it to individuals, updating work log and all other functionalities.
Extensive interactions with both business team and development team in coming up with a quality assurance based on priorities and capabilities.
Co-ordinated OS Patching of quarterly and mandatory application and database servers. Server patching for Attebiz/Premier/Trinity/BC Sales/FirstNet applications of AT&T completed with 100% successful results, this was the smoothest patching experienced by teams in years.
Scheduled and enhanced proper implementation of urgent mandatory security patches before deadline and ensuring low customer impact.
Created job-aids, knowledge transfer documents and notification templates for environment coordinator tasks to have it uploaded in SharePoint.
Primary role in collaborating Daily Status, update wiki & Visualizer, Remedy ticket entry reminder/tracking/follow-up.
Key point of contact to bridge the gap between teams to address /focus and resolve issues through chatroom facilitations, hosting calls as a triage and contact/engage Dev and QA teams, including downstream apps.
Hosting/Attending calls on daily/weekly basis to collect requirements as per release schedule, changes in plan and accommodating scope while engaging and notifying key personnel. Meeting facilitation MOM and tracking action items.
Succeeded in designing process of “Remedy Tool Access Instruction” to be added to QA’s/Dev’s/DevOps on boarding checklist so every new comers have Remedy Tool access before they start actual work of raising tickets to SA team.
Office of Information and Technology, East Central University, OK February 2014- May 2015
Gathered, analysed, and wrote business requirements.
Implemented projects phase wise to deliver business requirements in timely manner. Involved in analysis of high priority requirements for implementation efficiency.
Participated in various meetings and discussed enhancement and modification request issues.
Conducted campus-wide survey, documenting/reporting/demonstrating output to higher management.
Worked collaborately with team to identify, analyze the core requirement and key features on the ongoing projects.
Extracted, discussed, and refined business requirements and developed comprehensive documents to adhere plans and procedures.
Used Visio and MS Office to develop Software Requirement Specification (SRS) document.
Created Business Workflow based on the requirements gathered and effective planning to reach assigned goals.
Suzuki Automobiles, Kathmandu, Nepal January 2011-June 2013
Executive, IT Department
Maintained technical knowledge based of Suzuki cars by studying characteristics and comparing and contrasting with competitive models.
Developed excel database of customers, purchase history, maintenance records and sales report for weekly and monthly review.
Conducted end user surveys and interviews to come up all the relevant fields and information required.
Worked in conjunction with the project manager, design team and developers to prepare project status reports and presented reports in order to keep them current.
Actively participated in augmentation of meetings. Involved in the meeting with Business process owners, SME (subject matter experts) and Marketing Team for Requirements gathering in definition stage.
Created database driven reports with output to Excel.
Orient Valley School, Kathmandu, Nepal
Computer Instructor April 2006-June 2009
Conducted computer lab in school and provided knowledge about computer hardware and software.
Trained Students on Ms Office, Adobe Photoshop, C Programming
Carried out monthly and annual evaluation of each students
Participated in organization based webinars for Micro-services overview and PMP Preparatory Overview
Active member of Asian Student Association at East Central University
Secretary, International Student Connection Club at East Central University
Volunteered activity conducted by Rotaract Club, Nepal
Speaker for seminar on IT use and misuse at Russian Culture, Nepal
Workshop on Technological Advances for Lions Club at Ada