Team Leader- Operations

Isha Paul

IT Analyst E-Mail: ************@*****.***

Toronto, ON Tel:+1-437-***-****

www.linkedin.com/in/isha-paul

Highlights of Qualifications

5+ years experience in service delivery management along with software development lifecycle aspects like Agile and Waterfall Development Methodology.

ITIL foundation Certified.

Well versed with all the PMP terminologies/processes/documents as per PMI standards.

Worked in 3 different projects and having managed around 20 resources in each team using management and leadership skills.

Specialist in translating in business requirements into technical solutions and keen on ensuring product’s quality, usability, security and scalability.

Skill set

Technical Skills

Technical Tools : Putty, SQL Developer, BMC Remedy, HP Quality Center, XML Spy, Weblogic console,

JBBOS Application server, JIRA

Languages : Unix, XML, HTML, CSS,Javascript

Software Package : MS-Office

Content Management Systems : Sharepoint

Databases : PL/SQL, Microsoft SQL Server and MySQL Others : SDLC, Incident/Inventory Management,RCA,

: Project/Operations Management, Quality Assurance, Lean Six Sigma, Data Migration, Change Management

Professional Skills

Worked with stakeholders from different nationalities, backgrounds, and cultures.

Communicating ideas clearly to both technical and non-technical audiences.

Able to organize own workload effectively and prioritize tasks.

Shows comprehensive problem-solving skills and analytical ability, producing creative solutions to complex technical problems.

Fast learner of new techniques and technologies.

Highly motivated, proactive, able to work independently, and take responsibility.

Excellent verbal and written communication skills.

Can work in a fast-paced environment while maintaining attention to detail. Career Synopsis

Organization : Tech Mahindra Limited

Client : American Telephone & Telegraph (AT&T)

Role : Team Leader

Total Experience : 5 Years 4 Months

Project 1: AT&T Global Integrated Order Manager (GIOM) (July’17-Jan’19) Roles & Responsibilities

Workflow reduction by managing the internal engagement issues being worked amongst the interfacing application.

Managed the entire team and aligning resources as per the roster in 24*7 environment along with internal and external reviews on monthly and quarterly basis.

Write user stories and run test cases as per requirement.

Attended the Daily Status Call with the Clients.

Assist with deployment to UAT and Production environments.

Conducted periodic cross training among various service lines to enhance the utilization of the available FTEs.

Monitored the issues reported on a daily basis in order to keep the high volume of work in check and also report the top trending issues to the RCA team.

Lead, mentored, coached and monitored team members to ensure efficiency in product knowledge, process operations & meeting of individual & group targets. Project 2: AT&T Critical Business Services (Pareto and Root Cause Analysis) (Aug’15-July’17) Roles & Responsibilities

Worked with development team, AT&T Tier 1, 2 and 3 System Engineers for order fallout issue/network issue and hosted daily calls for providing and obtaining status updates.

Formulated proposals on new procedures and processes to be introduced in the system.

Prepared user advisories for end users to avoid user process issues from the ticket metrics.

Generated in-depth root cause analysis report in relation to critical network events.

Developed metrics to determine inefficiencies and areas of improvement throughout the process.

Presented the weekly progress to the stakeholders on call and handle escalations.

Worked with the Account Management team for the funding of new requirements in the existing system.

Conducted trainings for maintaining a cross functional team to overcome any glitches and exigencies. Project 3: AT&T BBNMS South East and Classic Merger Integration (SE/CMI) (Sept’13-Aug’15) Roles & Responsibilities

Analyzed the order flow to minimize the volume of fallouts.

Handled supervisory chats, emails, calls for the team in case of escalations and any other queries in relation to the request.

Imparted process training for the new hire batch as per the process needs & requirement.

Attended the Bridge calls for any Port Migration and for any outage in the Server.

Monitored all types of auto-generated alerts and do analysis of these alerts. Took corrective or preventive steps if needed to prevent any impact on application.

Opened defects in Quality Centre as per requirement and coordinate with the development team on the CRs to be deployed.

Conducted walk-in and telephonic interviews.

Achievements and Awards

Promoted twice in a span of 3 years from Associate to SME and then Team Lead.

Awarded for exemplary performance in Quarter-4 in 2014 and Quater-2 in 2015 and awarded Employee of the month in Q2 in 2017.

Created Automation Use cases and worked actively with developers to reduce the order fallout leading to 25% reduction in the issues reported.

Cross trained resources into multiple applications resulting in greater utilization and FTE reduction which lead to saving up of 20% of the project funding.

Prepared a burn down plan and lead the team for clearing issue backlog of GIOM in Aug’17 resulting in improved MTTR, SLA and overall project performance.

Instituted a very well defined Control Plan with key productivity metrics working with cross functional business and technology teams to track success of project. Academic Credentials

M. Tech in Software Engineering and Telecommunications (Jan’14-Dec’15) Birla Institute of Technology Science

Canadian Equivalency: Master’s Degree (Evaluated by WES, Educational Credential Assessments- 3469764IMM) B.E. in Computer Science Engineering (Jul’09-Jun‘13) Panjab University

Canadian Equivalency: Bachelor’s Degree: 4 Years (Evaluated by WES, Education Credential Assessment- 3469764IMM)

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