Process Improvement, Process Analyst

Phone: 956-***-****

Email: *******.******@*****.***

NEETIKA SHARAD

TECHNICAL SKILLS

Programming Languages: HTML, CSS, C#, Java, SQL, NRQL, VBA

Scripting languages: Python, JSON, JavaScript

Web Technologies: Advanced REST Client, XML SOAP, GitHub, PostMan

Programming Software: Visual Studio, Eclipse, Adobe Dreamweaver

Hardware: CISCO ASA (All Models), Big IP F5, Brocade ADX, Windows/Linux Servers and VMs

Services: Managed Dedicated, Cloud Computing Services, Information Technology and Services

SD Process: Agile, SDLC, Business Process Modeling, JIRA

Other Software: MS Office Suite (Visio, Word, One Page, Excel, Outlook, Power Point, Project, Access) Adobe Photoshop, Lightroom, AutoCAD, Sketch, InVision, Evernote

Analytical Software: New Relic, SPLUNK ver7.1.2

Operating Systems: windows 10, Windows 8, Windows 7, windows XP, Mac OS

PROFESSIONAL EXPERIENCE

Company Name: Rackspace

Industry Served: Managed Dedicated & Cloud Computing Services

Technical Tools and Environment: JIRA, BPM tool ARIC 2.0 & 2.5, JSON, Advanced REST Client, XML, SOAP, Business Process Management, C#, Python, SQL, NRQL, API Integration, Technical Writing, New Relic, Splunk

Position: Sr. Process Engineer (May 2019 - Present)

Overview: Responsible for maintaining integrity of an automation system that executes more than 24 million business processes that prevents or eliminates more than $120 million in manual labor costs per year. Worked closely with Business Analysts, Scrums and Project Managers to drive process improvement and catalog tools used in operations by the various functional teams. Leading and guiding team of 4 level I and II Process Engineers in driving changes that affect the business’s key metrics.

Projects:

1.CSOC CrowdStrike for Notifying Customers: Rackspace Managed Security requires assistance with aggregation of events across multiple feeds. Crowdstrike is one of them. Process Engineering team will use the data from EAS to create Service Now Tickets for CSOC Analysts to use and then update with Comms to the Customer. Telling the customers how we performed and what we did to maintain Security in their environments.

2.Alert Logic IRIS Feed for Notifying Customers: Integration of Alert Logic Partner API (v3 IRIS API) for fetching 3rd party cloud account incidents. Process Engineering team will use the data create Service Now Tickets for CSOC Analysts to use and then update with Comms to the Customer. Eventually it will be used for Alert Logic Shun/Block attacker IP automation.

Company Name: Rackspace

Industry Served: Managed Dedicated & Cloud Computing Services

Technical Tools and Environment: JIRA, BPM tool ARIC 2.0 & 2.5, JSON, Advanced REST Client, XML, SOAP, Business Process Management, C#, Python, SQL, NRQL, API Integration, Technical Writing, New Relic, Splunk

Position: Process Engineer II (January 2016 – May 2019)

Overview: Worked closely with Business Analysts, Scrums and Project Managers to drive process improvement and catalog tools used in operations by the various functional teams. Provided leadership in driving changes that affect the business’s key metrics. Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.

Projects:

3.Self Service Network Upgrades: Created Business Automation with Network Security to stage, reboot and upgrade CISCO Firewalls, F5 and ADX devices to avoid security vulnerabilities that occurs to the Network OS code version.

4.Alert Logic Shun/Block Automation: Integrated Business Automation with Alert Logic IDS Auto-shun process to assist our IDS customers with better securing their environments. It is a proactive approach regarding incidents generated by Alert Logic and shunning the attacking IP for common brute force attempts and SQL injections.

5.Data Center Migrations: Automated the DFW1 to DFW3 datacenter Migration Process. the Cloud Load balancer DFW fleet was housed in the DFW1 datacenter, we needed to migrate all control and data plane assets from DFW1 to DFW3. Integrated the 12 Automation processes with Voyage which is a rackspace housed web-based application that allows users to monitor and manage device migrations in real time.

Position: Process Engineer I (January 2014 – January 2016)

Overview: Worked closely with Business Analysts, Scrums and Project Managers to drive process improvement and catalog tools used in operations by the various functional teams. Served as directed liaison between end user and development to ensure business process needs are met throughout production. Assisted with planning, coordination and implementation of Processes.

Projects:

1.VM Provisioning Dedicated VCloud Director: Created Business CRUD Automation with VMWare to provision and decommission virtual machines.

2.Rackspace Device Decommission: Integrated Business Automation for cancellation and powering down of devices.

3.Business Process Templates: Created Automated Ticketing process for new self-service innovation that changed how customers submit tickets to RAX, reducing workload as well as human errors.

Company Name: Sharp Electronics

Industry Served: Information Technology and Services

Technical Tools and Environment: Desktop Support, hardware and Software Upgrades, MAC OS, Networks, Business Documentation, SAP, MS Visio, MS Office, Evernote, HTML CSS, Visual Basic, Adobe Photoshop, MS Access, PowerPoint, Critical Thinking,

Position: IT Support (July 2013 – January 2014)

Overview: Provided Tier 1 and Tier 2 level IT support to company personnel. Responsible for creating and writing various types of user documentation, including how-to guides, references, manuals, or instructions to explain scientific and technical ideas in simple language.

Study drawings, specifications, mockups, and product samples. Generates various reports (Create sales, orders received/invoiced, change sales orders, generating outbound delivery report) on an as needed basis on SAP.

Responsible for Troubleshooting, diagnosing problems, implementing corrective action procedures within prescribed guidelines and/or escalating to other technical resources as appropriate.

Provided user level training on daily applications used, but not limited to MS word, MS excel, MS Outlook, Acrobat reader.

Company Name: Invensys (Schneider-Electric)

Industry Served: Multinational Engineering and Information Technology

Technical Tools and Environment: Visual Studio, Visual Basic (VBA), MS Access, Desktop Support, hardware and Software Maintenance, Windows, MAC OS, Networks, Business Documentation, AutoCAD, MS Visio, MS Office, Evernote, HTML, CSS, Adobe Photoshop

Position: IT Assistant (July 2013 – January 2014)

Overview: Provided Tier 1 and Tier 2 level IT support to company personnel.

Diagnosed, installed, tested and configured networks, desktops, laptops and peripherals Setting Up accounts assigning security Levels, Maintains systems, databases and web pages.

Provided user level training on daily applications used, but not limited to MS word, MS excel, MS Outlook, Acrobat reader.

Assisted IT Team in Installing Hardware, desktops, and Network servers while consolidation of plants.

Prepared tender drawings and layouts for the new plant using AutoCAD.

Developed implemented and designed company-wide databases for various departments, including forms, reports, tables, and queries (front end) supported by MS-SQL Server, Creating and linking databases with applications to store, view and create reports, mainly in MS Access platform.

Conveyed technical solutions in a clear and concise manner.

Assisted with end user system updates and monitoring including spyware removal, testing, virus checking, ensuring backup of data files.

Developed and maintained accurate network documentation and Visio diagrams to provide management with proper understanding of organizational needs.

EDUCATION

Certification User Experience Design – General Assembly (2017)

Bachelor of Science: Computer Science - University of Texas – Rio Grande Valley (2011)

Graduate Diploma: Information Technology - Jagannath Institute of Management Sciences, Delhi, India (2008)

AWARDS & RECOGNITIONS

Rackspace awards for:

Automation for new Network Security self-service innovation that changes how customers upgrades and reboots their Network Devices.

CRUD automation for new VMWare (dedicated VCloud) self-service innovation that changes how customer requests new VMs and updates them from VMWare portal.

Automation for decommissioning Automation Legacy tool.

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