Harsimranpreet Kaur Kumar

**** ******* ****** *****: +1-408-***-****

San Jose, CA 95127 Email: ac8hyx@r.postjobfree.com

https://www.linkedin.com/in/harsimranpreet-kaur-ba16b1169/

Senior Business Analyst

Total IT experience of 11 years with software project implementation consultant responsible for execution of several turnkey IT Infrastructure implementation projects. Skilled in IT Service Management. Demonstrated Team management skill whenever required.

Well versed in SDLC including feasibility study, business requirements gathering and analysis, design, development, implementation and support. Proficient in Implementation of Change/incident/Release Management with B2B services based on ITIL Foundation using Agile methodology. Also, documented several SOPs to build optimization into the execution of processes.

Introduced release and deployment framework in CA Service Desk Manager ticketing system which includes creating all the approval processes, creating automation from release to change and automation of on-boarding new clients.

Competent in implementation/migration/customization of CA Enterprise management solutions such as CA Service Desk Manager, CA Process Automation and CA Service Catalog. Done successful Integrations of CA service desk Manager with 3rd party tools using SOAP, REST and email integration. Responsible for generating customized reports using CA Business Intelligence (CABI) to integrate, analyze and present information that is required for effective enterprise IT service management.

Also worked as a Business Analyst involving creation of Business requirements document (BRD), Use-Case Specifications, System Requirements Specifications (SRS), High level and Low-level documents (HLD/LLD). Coordinating and performing UAT testing with client and creating Functional Requirements Specification for the project. Creation of test plans and test cases to validate the functional requirements. Listing out scenarios for the business stakeholders to walk through and facilitate elements of the testing. Tracing requirements throughout the development process and verifying adherence to Requirement Traceability Matrix (RTM). Also created low fidelity wireframes using wireframe tools such as Visio to meet the requirements via visual design and using business process modeling diagrams to translate business processes into easily understood pictures. Proficient in writing SQL queries for Data Reporting and Analysis.

I have Strong communication, interpersonal and client interfacing skills matched with the ability to manage stress, change and timeliness effectively.

Currently I am not working as I was waiting for my Green card – EAD (Employment Authorization) which I have received now.

Technical Skills

•Project analysis & providing effective solutions for completion of project with speed & efficiency

•Application customization/development

•Development of automation tools for data capture

•Applications - CA Service Desk Manager, CA Process Automation, CA Service Catalog, CA EEM.

•Databases - MS SQL Server 2000/2005/2008/2012

•Web Technologies - HTML, XML

•Scripting Languages – JavaScript

Proficient in writing SQL queries to extract data.

•Web Servers - Apache Tomcat Web Server, Microsoft IIS

•Operating Systems - Windows NT/XP/2000, Windows Server 2003/2008/2012

Professional Experience

Employer: CA Technologies October 2016 – November 2017

Designation: Senior Business Analyst

Role and Responsibilities:

Provide Global Support to worldwide customers for CA Service Desk Manager, CA Service Catalog, CA Process Automation and act as the liaison with Support organization to ensure client escalations are resolved expeditiously.

Responsible for handling more complex questions on functionality and product usage for CA SDM, CA Service Catalog and CA Process Automation.

Proactively engaging in assigned accounts to discuss major release planning, opportunities to leverage new features, and develop user acceptance testing (UAT) plans

Foster the technical community, very active participation in various customer communities

Create Product Usage Videos which help customers adopt new functionalities quickly

Publish technical documentation and white papers for customers.

Coordinate with Sustaining Engineering for transfer of Product Bugs or data fixes

Take lead to understand and dive deep into new releases of the product and ensure the remaining team is trained and up to speed with the latest knowledge

Measure business results through metrics, and make recommendations for positive directional change for customers, support engineer based on current and future needs. Good understanding of SLA commitments

Administration, Maintenance and Support for CA Service Desk Manager Product Suite.CA Service Desk Manager, CA Service Catalog and CA Process Automation development & Distribution.

Integration involved SSO authentication into Service Desk. Integration with CA UIM, CA Spectrum

Work directly with the customer success manager to understand client’s short and long-term goals and objectives

Mentor the team members and engage in training the members on technology and processes.

Review the daily work performed by team as a contribution to manage quality and output of team

Involved in team hiring, and training of new hires.

Employer: Wipro Technologies December 2006 – September 2016

Designation: Senior Technical Consultant

Overall Responsibilities

Execute projects requiring implementation and customization

Provide offshore support to on site consultant for various projects

Custom interfaces and integration with solution architecture

Client interacting for B2B application services and technical support for production.

Key Projects

Client Name: Givaudan June 2016-September 2016

Project Name: Ebonding integration and workflow Implementation

Designation: Senior Technical Consultant

Role and Responsibilities:

Implementation and maintenance of integration between client’s CA service Desk and vendor application using CA Process Automation. Development of workflows related to approval processes in CA Process Automation and CA Service Desk.

Maintenance of CA Process Automation.

Development and Implementation of workflows related to approval processes spread across various departments of organization.

Implementing integration between CA service desk and other applications using CA Process Automation.

Client Name: IRI /Infocrossing January 2014-May 2016

Project Name: Workflow and services implementation in CA Service catalog and CA Process Automation.

Designation: Senior Technical Consultant

Role and Responsibilities:

Development and implementation of workflows and services for multiple clients such as Software and hardware request services, Mobile request service, Headcount Requisition and Service build service.

Development and implementation of various services for client IRI .Three services were IRI hardware, IRI Software and IRI mobile services.

Involved in build and configuration of Service catalog and PAM in development as well as production.

Developed and implemented Headcount Requisition Service for internal use in the organization.

Creation of wireframes using wireframe tools such as Visio to meet the requirements via visual design.

Client Name: Innovapost - IPCP April 2014-November 2014

Project Name: IPCP Change management B2B project

Designation: Business Analyst

Role and Responsibilities:

Implementation of Change management and incident management with B2B services.

As a Business Analyst I was involved in creating Business requirements document (BRD), Use-Case Specifications, System Requirements Specifications (SRS), High level and Low-level documents (HLD/LLD).

Coordinating and performing UAT testing with client and creating Functional Requirements Specification for the project.

Creation of test plans and test cases to validate the functional requirements. Listing out scenarios for the business stakeholders to walk through and facilitate elements of the testing.

Tracing requirements throughout the development process and verifying adherence to Requirement Traceability Matrix (RTM)

Client Name: Campbells October 2014-January 2015

Project Name: Release Management in CA Service Desk Manager

Designation: Business Analyst

Role and Responsibilities:

Implementation of Release management in CA service desk manager for client. Developed CA Process Automation process for creating a change order related to release and populating the fields of release and change order ticket.

UAT testing with the client.

Technical support for various post productions issues related to release management in CA service desk Management. Creation of all the approval processes, creating automation from release to change and automation of on-boarding new clients in CA service desk Manager.

Client Name: Affinia & Nexeo August 2013-July 2014

Project Name: B2B Integration for CA service desk manager

Designation: Business Analyst

Role and Responsibilities:

Integration of client’s ticketing application such as Remedy with our CA service desk Manager. Bidirectional flow of various transactions between client’s application and CA service desk Manager.

User requirement gathering and data mapping between two applications.

Developed technical design document related to B2B integration

Implementation and designing of incident and Request module in development and production In CA service desk manager.

Client Name: Wipro Infocrossing December 2010-May 2016

Project Name: CA service desk Production Support in multi Tenancy Environment

Designation: Senior Adminstrator /Consultant

Role and Responsibilities:

Wipro Infocrssing Datacenter Services provides managed infrastructure services to different clients for CA Service Desk (known as InfoPACC internally) for various ITIL Service Support and Delivery processes.

Monitoring and managing the incident and request queue of CA service desk.

Taking care of the SLA & OLA requirements and ensured compliance with resolving the incidents and requests.

Developing and maintaining documentation of each & every procedure.

Escalating issues with CA & timely followed them up. I have resolved many issues single handedly which were out of scope of CA support.

Client Name: Infocrossing August 2008-May 2016

Project Name: iTRacker (internal Application) Development and Production Support

Designation: Senior Adminstrator /Consultant

Role and Responsibilities:

iTRacker is an internal Infocrossing Ticketing application based on Adobe’s Cold fusion platform.

Building T SQL queries in iTracker Database for various customer requirements.

Updated the existing stored procedures in tracker Database to meet the new requirements related to various B2B iTracker interface customers.

Monitoring and managing the ticketing queue in iTRacker Application.

Taking care of the SLA & OLA requirements and ensured compliance with resolving the Tickets.

Client Name: Infocrossing August 2008-May 2016

Project Name: KnowledgeSync Development and Production Support

Designation: Senior Adminstrator /Consultant

Role and Responsibilities:

Knowledge Sync is a business Activity Monitoring application. It is used internally for enterprise-wide Business Activity Monitoring that combines business intelligence, alerts and workflow. Email integration is implemented between CA service desk, tracker and monitoring applications by using this tool.

Monitoring and managing the knowledgeSync application.

Implementing data mapping for the transaction flows between CA service desk, tracker and monitoring applications.

Writing and updating SQL procedure to send configurations Items to CA service desk so that they can be auto populated when an incident or request is created.

Creating events related to email integration between CA service desk, tracker and monitoring applications by using this tool.

Client Name: Infocrossing August 2007-August 2008

Project Name: Open System monitoring

Designation: Senior Project Engineer

Role and Responsibilities:

Experienced in working on Unix, Windows and Network Tickets.

Handled Windows Patching for various Clients through Altiris.

Handling Network issues by remotely logging into the router and checking logs, placing and removing the router in DBU, also handled Device Down, SNMP Down and Network Request Issues

Client Name: BlackBerry Limited, formerly known as Research In Motion Limited (RIM)

December 2006-August 2007

Project Name: Blackberry Enterprise Services

Designation: Project Engineer

Role and Responsibilities:

Implementing blackberry enterprise services for airtel corporate customers in Blackberry cell phones.

Configuring and implementing enterprise email blackberry services in blackberry cell phones.

Technical Support for issues related to blackberry services.

Education/Certifications

Bachelor of Technology (Computer Science) (2002-2006)

ITIL V3: Foundation Certified

SCRUM MASTER ACCREDITED CERTIFICATION

Visa Status

Green Card in process (based on marriage to U.S. Citizen). Currently, I have Employment authorization card based on same status. I don’t require visa sponsorship presently or in future.

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