Service Management

Deepti Kanchan

***Ashley Circle ***************@*****.***

Rochester Hills, MI 48307 248-***-**** SUMMARY

•5.5 years of experience in the Software Industry and am currently pursuing Master of Science in the field of Information Technology and Software Engineering

•Experienced in application monitoring and troubleshooting 24/7, testing/implementation, managing customer SLA and KPI targets as well as planning Service Improvement Initiatives (CSIP) across new and existing services

•Managed fault resolution and service delivery for client application; this involved deep dive investigation and providing solutions for complex technical problems, including database issues, debugging, interpreting application/database log files

•Involved in communication within the Service Delivery organization (Incident Management, Service Delivery Management, Project Management, Service Implementation and Transition Management), including co-ordination of communication to senior management and key stakeholders in response to high priority faults and escalations

•Experience in Global Connected Vehicle Operations support in Cloud environment with understanding of IoT systems

EDUCATION

Oakland University, Michigan, USA Graduation Date: Dec 2018

Master of Science in Software Engineering and Information Technology, GPA 3.9

Related Course: Application Development, Cloud Computing, E-Commerce & ERP, Information Security

Nagpur University, Nagpur, INDIA Aug 2007-May 2011

Bachelor of Engineering in Electronics and Communication, GPA 4.0

TECHNICAL SKILLS

Programing Languages:

Java/J2EE, HTML5, UNIX Shell, SQL, Python

Database:

Microsoft SQL Server, MySQL, Oracle, Microsoft Access

IDE & Tools:

Toad, Eclipse, BMC ITSM, Quality Center, Jira, SharePoint, MS Office, Microsoft Azure,

Splunk, Dynatrace, Charles Proxy, Aptelligent, Post Man, Piviotal Cloud Foundry, Jenkins, Jasper, SiteScope

WORK EXPERIENCE

Connected Vehicle Operations Analyst (Client: Ford, United States) Feb 2018 – Present

•Responsible for 24/7 operational support for Connected Vehicle applications (FordPass/LinconWay, Sync), API's and cloud services (Microsoft Azure & Pivotal) while working with the cross functional and global teams to solve complex technical problems

•Triaged, escalated, resolved incidents, monitored live production issues using API logs from Splunk, Dynatrace, Microsoft Azure and Pivotal Cloud Foundry tools

•Performed product validation for multiple applications and provided feedback to product design spanning multiple systems and technical reviews relating to new features

•Created and maintained documentation on activities performed for Customer incidents and application issues

•Analyzed trends and monitored performance bottlenecks and key metrics to optimize system performance

•Performed risk assessment based on daily user experience with the applications and provided technical assistance to internal and external partners

•Experience in using Charles Proxy, Aptelligent, Postman and Jenkins for identifying various production issues

•Worked on identifying RCA for supplier, Vehicle Provisioning, Command and Control and Carrier issue

•ITIL Process Knowledge: Incident Management, Problem Management, Change management, Release Management and Service Management

Deepti Kanchan

642Ashley Circle ***************@*****.***

Rochester Hills, MI 483**-***-***-***

Software Application Analyst (Client: Hutchinson 3G, UK), TechMahindra, UK July 2013 – Oct 2016

•Delivered application support services using ITIL processes by resolving incident/tickets as per the priority matrix and ensured Service Level Agreement (SLAs) are met using BMC ticketing tools (ITSM)

•Involved in 24x7 in monitoring system alerts of all critical applications and Servers (HP Open View)

•Handled new business requirements along with its development and deployment of modules using scripting languages to bring desired changes in the application under scheduled deployment for Change Request

•Documented Standard Operating Procedures (Runbooks) of all the application issues, disaster recovery process, resolution steps of service request/incidents

•Prepared Root Cause Analysis (RCA) by doing data analysis using complex SQL/PLSQL queries

•Analyzed various aspects of client applications and setup monitoring alerts using scheduled cron jobs in key areas to identify error/incident before it causes any adverse effect. This reduced the system outages by 40%

•Implemented various CSIP (Continual Service Improvement Plan) for reduction of service requests and incidents

•Managed and arranged required training sessions to ensure effective knowledge transfer and associate capacity requirements were successfully addressed

•Prepared Root Cause Analysis (RCA) and involved with Problem management team to get its permanent fix

•Demonstrated ability dealing with escalated customer and application issues for timely resolution

•Trained Contact Centers with their technical queries focusing on providing solutions for day to day customer issues

Quality Assurance Engineer (Client: British Telecom), TechMahindra, India Jun 2011 – Jun 2013

•Analyzed requirements form client, prepared test plans, scenarios and test cases for End to End functional testing, Component Integration Testing and User Acceptance Testing.

•Executed test cases and provided sign-off and release notes and test closure report.

•Worked on automation of test scripts using QTP (Quick Test Professional).

•Co-ordinated with the components and designers team for resolution of the defects throughout the bug lifecycle from detection until resolved using Expert Desk, JIRA for SOA Testing

Achievements

•Valuable Team Player Award for challenging work and dedication in TechMahindra Limited

•Pat on the Back Award for contribution in Project at TechMahindra

•Appreciated by team and manager for excellent collaboration with client and developers

•Awarded Full Scholarship in second semester for achieving 3.9 GPA at Oakland University

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