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Customer Service Software

Marston Moretaine, England, United Kingdom
November 02, 2018

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Gulwatanpreet Singh

*** ***** ******, **********, ** 02907

Phone: 631-***-****


* ***** ** ********** ******* as Business analyst, acting as a formal liaison between the client and technical teams, using structured communication skills to gather, document, analyze and validate functional/non-functional requirements.

Proficient in Technical and Business Writing, Business Process Flow, Business Process Modeling, Business Analysis and Testing various methodologies, along with Competent in Creating Unified Modeling Language (UML) diagrams

Proven experience in Incident and Problem management with highest customer satisfaction rating

Experience in conducting User Acceptance Testing (UAT) and documentation of Test Cases along with designing and developing Test Plans and Test Scripts.

Strong Knowledge of Software Development Life Cycle with Agile and Waterfall Methodologies and familiarity with ETL concepts

8 Research Publications in Software Testing with Genetic Algorithms

Strong knowledge of C++, SQL

Excellent Analytical and Customer Service Skills, with the ability to create strong relationship across business.

• Poised and Competent with demonstrated ability to transcend cultural differences

Strong Interpersonal and Communication skills




ITIL V3 Foundation

ITIL V3/Service Now

IBM Rational Team Concert


Microsoft VISIO/SharePoint/UML

Active Directory/Office 365


Software testing with Genetic Algorithms


Business Analyst AZ Tech Technologies July 2018- Present

Leads requirements gathering sessions, process analysis and business interviewing activities to develop high quality

Business Requirement Documents (BRD).

Liaising with technology and project management teams to implement database and reporting analytics tool (SPSS)

Ensuring adherence of the naming conventions for new reports and procedures.

Maintaining collaborative business relationships with all stakeholders.

Executing and administrating request for changes to existing reports using established change management procedures.

Performs analyses of the business goals, objectives, and needs of the general business environment for the appropriate FIS segment, division, group or line of business

Business Analyst Bir Infosys, Jalandhar, India 03/13- 02/15

Partnered with IT team for different projects and facilitated interactive sessions with business owners, development team & Users to drive out detailed business requirements.

Packaged and delivered all enhancements for the promotion to User Acceptance Testing (UAT)

Gained excellent negotiation skills and proficiency in breaking down and communicating, technical information to non-technical staff members and stakeholders.

Developed solutions to complex applications, operational problems, and performed business process re-engineering and process improvements where necessary.

Made decisions regarding project roadmap without constant oversight along with maintaining strong Business portfolio by regular interactions with customers and other organizations in the Local market

Achieved highest level of customer satisfaction by Working closely with key business partners and subject matter experts in the definition, testing, training, implementation, and support of functional requirements

Senior Technical Support Analyst (Help Desk) CVS Health, Smithfield, RI 10/17-07/18

Responsible for Troubleshooting and resolving Hardware (Blade Servers, POS terminals, RF Devices, etc.) and connectivity Issues in CVS Stores, globally, Including mobile and tablet device issues

Responsible for Account Setup of New and existing employees

Resolve the oncoming issues, managing and keeping track of incidents and problems

Analyzing and reporting incident trend data to identify and eliminate root causes.

Keeping track of the hardware getting shipped to CVS stores and making sure everything is on site, on time, every time

Identify and escalate priority issues as per Client Specifications Using HPSM Ticketing System

Technical Support Johnson and Wales University, Providence, RI 02/16-08/17

Delivered an effective performance by assisting students, staff & faculty in the operation of technology-based equipment’s and software’s (Pharos systems, Altiris) used for instructional, communication and other IT applications

Maintained a strong relationship with end users by providing and processing information in response to inquiries, concerns, and requests about products and services

Accomplished everyday goals including Troubleshooting and resolving PC (Windows and Mac Environment), mobile and tablet device issues including; connectivity, email setup and new user training

Diagnose and resolve Technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more

Identify and escalate priority issues per Client specifications using LANDesk Ticketing system and Redirect problems to appropriate resource

Deployed jobs as required using Altiris/Ghost Deployment solutions.


Johnson & Wales University, Providence, RI Degree, 8/17

MBA, Information Technology Concentration/ GPA 3.75

Punjab technical University, Punjab, India

Master of Technology, Computer Science and Engineering GPA 3.4 Degree, 2/13

Bachelor of Technology, Computer Science and Engineering GPA 3.73 Degree, 6/16


Tuition Management system in C++

Manual/Automation testing of learning management system including preparation of test cases, test plans and usage of Win runner and Load runner

Predictive analysis using different statistical techniques on data covering various business aspects of car companies

Software testing with genetic approach of ACO

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