Project Manager Quality Assurance

Mayank K. Kapur

Senior Business Analyst

Cell # 732-***-****

Summary

Thirteen plus years of Industry experience in which recent Eight Years worked as a Senior Business Analyst

•

for various industry domains.

• Highly motivated technologist, proactively driving engineering efforts from inception to production.

• Leader with a proven track record of strategic Business Analysis & QA Vision, Quick delivery, and demonstrated

ability to inspire/mentor Business Analyst team.

Technical background as a Business Analyst with diversified experience of working in the Information

•

Technology & Computer Software industry.

Led the Business Analyst & Quality Assurance activities for a portfolio of HR applications, Human Capital

•

Management, Benefits Administration Outsourcing and Talent Management implementations including

SaaS (Software as a Service) projects at The McGraw Hill Companies, New Jersey.

• Experience with management of first and second level managers and teams including offshore resources.

• Strong, adaptive, team structured and result oriented management style with excellent senior management,

communication and presentation skills.

Liaising with Information Technology Developers, Project Management Office, User community, Internal

•

and External customers, Auditors and ensuring compliance to meet Business & Quality Standards.

Capabilities in managing multiple projects, efforts and client relationships for several projects. Articulate,

•

with excellent business, analytical and interpersonal skills with a successful track record interfacing with

Senior Leaders and Executives.

Expertise in:

• Strategy (Business Analysis, Quality Assurance)

• Project Management

• Business Analysis

• Quality Assurance

• Vendor Management

• Service Delivery

Cloud Computing (SaaS)

•

Waterfall and Agile Methodologies

•

Change and Release Management

•

• Information Technology & Computer Software

• Extensive experience in managing customer and client expectations while delivering to those expectations

Workday Training Overview:

HCM Fundamentals

•

• Business Process Fundamentals

Education

• Masters in Computers Management, India, 2000.

Professional Certifications

Six Sigma Black Belt.

•

• Microsoft Certified Solution Developer (MCSD).

• Post Graduate Diploma in Computer Applications.

• Masters in Application Software Engineering.

• The Advanced Java Series.

Technical Skills

Testing & Change Management Tools HP Quality Center, Rational Quality Manager, HP QTP

Languages C, C++, Java

Databases Oracle, SQL Server, My SQL, MS Access, MS Excel

Web Technologies HTML, VBScript, JavaScript

Operating System Windows XP, Windows 7, Unix

Workday: HRMS, Human Capital Management, Absence Management,

Application and Domain Knowledge

Compensation, Performance & Goal Management, Merit, Succession

Planning

Professional Experience

The McGraw Hill Companies, NJ August 2012 – Till Date

Senior Business Analyst

HUMAN RESOURCE SYSTEMS – Workday

Lead Business Analysis & Quality Assurance activities for a portfolio of HR applications and new projects.

•

• Resource planning, forecasting and budgeting.

Lead Global Requirement Gathering, Performed Gap Analysis and Completed BRDs.

•

• Lead identification of risks (Risk Log) and presented workaround strategies.

Manage issue logs by prioritizing items and assessing potential impact, ensured workarounds were in place

•

in order to achieve Project Goals.

Acted as a liaison between Business HR, Implemetation Partner and HR IT for configuration of sftp sites for

•

inbound and out bound files between Workday and other vendors.

• Manage Project Tasks and Performed Vendor Management by coordinating tasks between MHFi, Workday and

Implemetation Partners.

Lead QA for Human Capital Management, Benefits Administration Outsourcing and Talent Management

•

implementations including SaaS (Software as a Service) projects.

• Manage Business Analysts in the execution of their daily responsibilities.

• Facilitated and developed QA documentation including test plans and test cases.

• Track & report defects, change requests.

Facilitate Q&A sessions to troubleshoot issues and share information during Defect Resolution/Management

•

Life Cycle.

Plan Session & Co Ordinate with Change Management Team to update Training Material on new Features

•

and Functionality.

• Participated in Stage Gate Reviews.

• Oversee the release management process for business as usual and project deliveries.

Environment: Workday, SQL Server, Android, Mountain Lion, Visio, Windows 7, Quality Center.

Easy Soft Legal Software May 2010 – July 2012

Business System Analyst Lead

LEGAL SOFTWARES

• Performed full life cycle Business Analyst duties including Scoping, Planning, Status reporting, Presentations.

• Performed stakeholder Analysis to arrive at the scope of developing the applications (inclusions and exclusions)

and provide detailed documentation to the Business stake holders.

• Requirement analysis with development & business teams, taking sign off from stakeholders at various release

checkpoints to ensure all stakeholders are updated with release status.

• Worked with Project Managers and Project team to provide timelines and status.

• Worked day in – day out with engineering, business & all dependent teams throughout the release to deliver the

planned scope and at the same time keeping the leadership & stake holders updated with schedule, risks, issues.

• Lead Quality Assurance activities for a portfolio of Legal Software applications.

• Responsibilities included right from making Quality Program roadmap to envisioning Plan of record,

conceptualizing, implementation, Post Go Live Support.

• Lead Test execution, Metrics Reporting, Vendor interaction & Coordination, troubleshooting of issues with the

Development team.

• Facilitated User Acceptance Testing

• Promoted an atmosphere of teamwork, positive motivation and accountability amongst project team members.

• Other related development tasks in the SDLC (Stage Gate Reviews)

• Handle multiple priorities at once and re prioritize tasks with minimal involvement from management.

Environment: Visual Studio 2005, .NET Framework 2.x, SQL Server, Microsoft Visual Source Safe, TX Text Control,

Crystal Reports, SQL Server, HP Quality Center, HP QTP.

HCL Technologies Ltd March 07 – April 10

Project Manager

String of Pearls

• Facilitated Setting up offshore delivery centers across low cost geographies for French, Spanish, Dutch, German &

Italian Languages.

• Leveraged capabilities in managing offshore projects for execution of multi site, multi lingual global delivery

model through these centers.

• Made significant contribution towards Strategic Approach for Project in terms of Location Selection for gaining

multilingual capabilities.

• Liaison, Relationship Building, Public Relations & Brand Building:

Handled 17 20 State level International Agencies.

•

• Lead and Finalized Teaming Agreement with world’s Fourth Largest Contact center in Mexico.

• Lead and Finalized South African Government Proposal for setting up a Green Field Project

• Significant contribution towards Strategic Approach in terms of Location Selection and Market Opportunities

(Sweet Spots).

• Successfully Recommended for Philippines, Poland, Morocco & South Africa as potential future sites.

• Gained more visibility & establish footprint in European customer base by offering low cost multi lingual and

possibly near shore delivery.

HCL Technologies Ltd December 05 – February 07

Delivery Manager

Owner Service Delivery: British Telecom – United Kingdom

• Blended – Tier 2 Technical Support: High Level Complaints, Callback & Consult Line, Contingency & Wholesale

(Siebel & Voice) for British Telecom United Kingdom, Broadband Services.

• SERVICE DELIVERY: Ensured that the teams consistently meet & exceed all SLAs specific to tech customer

support environment e.g., SL, EDCSM, AHT, First Time Fix, TPR & Quality

• Client Engagement: Analyze & Discuss performance of business on all metrics and ramps up of existing &

transition of new businesses

• Handled performance based metrics data, analyzing trends & initiating quality projects to bring about process

improvements

• PEOPLE: Staffing for the process based on client commits, Training including continuity & skills upgrade,

Performance Appraisals; employee morale / motivation / retention, Developing direct reports on initiative,

leadership, people skills, Managing rewards, recognition, incentives

• Created processes, established standards& best practices for efficiency, employee retention, training & quality

across lines of business.

• Consolidation of all floor related MIS onto a single window aiming to minimize errors & redundancy caused by

human interfaces.

Arvato Services Apr 04 – November 05

Duty Manager

• Blended – Tier 1 & Tier 2 Technical Support (Oracle 11i & Voice) for Kyocera Wireless World Wide, over thirteen

diverse models e.g., Converged & Non – Converged Phones

• SERVICE DELIVERY: Ensure that the teams consistently meet & exceed all SLAs specific to tech customer

support environment e.g., SL, CSat, AHT, First Time Fix, TPR & Quality

• Client engagement: analyze & discuss performance of business on all metrics and ramps up of existing &

transition of new businesses

• Handle on performance metrics based on data, analyzing trends & initiating quality projects to bring about process

improvements

• PEOPLE: Staffing for the process based on client commits. Training including continuity & skills upgrade.

Performance Appraisals; employee morale / motivation / retention. Developing direct reports on initiative,

leadership, people skills

• Managing rewards, recognition, incentives

• Created processes, established standards& best practices for efficiency, employee retention, training & quality

across lines of business.

• Process migration working as Project Manager.

• Strategic planning and implementation.

• Working as a Critical Reporting Channel to the Project Manager International by monitoring Service Levels in real

time and at regular intervals based on predetermined metrics.

• Transitioning for the entire operations, excellence and delivery of the Voice based process.

hp Mar 03 – Apr 04

Team Leader

• Blended – Tier 1 & Tier 2 Technical Support (Cisco Chat v5.0 & Voice) for hp Peripherals North America, over

three diverse lines of business (processes), e.g., Deskjet Printers, All in Ones, Scanners, Digital Cameras,

PhotoSmart printers

• SERVICE DELIVERY: Ensure teams consistently meet & exceed all SLAs specific to tech customer support

environment e.g., SL, CSat, AHT, First Time Fix, TPR & Quality

• Client engagement analyze & discuss performance of business on all metrics.

• Handle on performance metrics based on data, analyzing trends & initiating quality projects to bring about process

improvements.

• PEOPLE: Staffing for the process based on client commits. Training including continuity & skills upgrade.

Performance Appraisals; employee morale / motivation / retention. Managing rewards, recognition, incentives

• Led the successful transition of process to a new third party tool & new production location well under timelines

keeping metrics unaffected

• Created processes, established standards& best practices for efficiency, employee retention, training & quality

across lines of business.

• Change in staffing pattern – addressing the crucial SL metric

Convergys Feb 02 – Mar 03

Technical Support Executive

• Assisted Trainee Technical Support Officers in the calls, as in provide them solutions for the problems.

• Initiated in preparing an Intranet website for Troubleshooting, so that the Average Handled Time of the calls can be

decreased.

• Facilitated trainers in the ramp up stage to train new agents on process specific concepts and technical skills.

• Kept a close track on the weekly data of Customer Survey this pertains to the direct feedback received by the client

from the customer about their call.

• Maintained Team's Quality Scorecard, Quality Monitors,

Digitech Solution May 2000 – Feb 2002

Profit Center Head – Education & Training

Role: S/w & H/w Management, Training, Quality Ensurance, Business Development, Marketing, Administration,

Management .

Since the courses were quite varied, my job required designing packages for different segment of customers. The targeted

customer profile varied from Individual Customers to Corporate clients. I was also responsible for maintaining required

Quality Standards (as prescribed by the parent CMC LTD.) and other customer support services. I was also involved in

managing the Training and related activities in the Computer Education Business. I was responsible for achieving Sales

Objectives for Computer Education Business. This involved supervision of my team (16 people), planning and executing

Advertisement, Promotional Activities, providing Counseling to prospective customers.

Contact this candidate