Customer Service Project

SAJIT SKARIAH

Cell: ( ***) *** - **** Email- ************@*******.***

Career Overview

8+ years of Information Technology experience in Business Analysis, strong technical and analytical skills, education training

and development in related areas, problem solving expertise, project management, system design, and training skills.

proficient time management, strong multi tasking and excellent communication skills.

Extensive experience in all MS office and project management software, MS windows operating systems, Design and

implementation of web-enabled and enterprise client/server applications with various software tools in various architectures.

Development and management of detailed project plans using MS Project to include, resources, tasks, requirements,

milestones, and review points.

Skilled in the establishment of sound and innovative management practices, theory and customer service. Delivery

methodologies and their application in all business settings including experience in data collection, statistical analysis and

sampling methodologies. Extensive knowledge of Object Oriented Analysis, Waterfall, Agile, MS Visio, MS Access, MS

Outlook, Various ITSM including Remedy system, Mercury Quality Center, Project Management System, Oracle Database,

Lotus Notes.

Qualifications

Strong analytical and business skills Process improvements and resource allocation

Project management Software development life cycle

Strong communication and collaborative skills Finance and Banking/Mortgage Knowledge

Excellent testing skills Software/Application troubleshooting and testing

Problem analysis and solving skills Excellent customer service skills

Excellent documentation skills /user manual, BRD,FRD Strong user interaction and training skills

Technical Skills

Understanding in JAVA, C++, HTML, MS Office

XML, SQL . (Word, Excel, PowerPoint, Access, Project, Share Point)

Windows95/98/00/XP/NT/7/8, Adobe (Pro, Photoshop), Front Page Editor, Win Runner, Load Runner, QTP, TOAD

Work Experience

Technology Specialist - Canon USA January 2012 to Current

• Translate client rules and processes into business requirement documents

• Involve in project management activities, like project planning, resource allocation, development and execution.

• Participate in software development life cycle using Waterfall methodology from requirement gathering thru Go-Live.

• User acceptance testing (UAT), System Testing, Integration testing, functional testing .

• Convert functional requirements for various projects into design specifications Work collaboratively across multiple

departments and user groups

• Retrieve data for analysis using SQL with TOAD

• Analyze new systems development projects for upper management team

• Create test cases, conduct application testing and analyze business process flow diagrams

• Designated as application trainer for department and New Hire Training

• Supervise temporary employees for projects

Technology Analyst - Canon USA August 2010 to January 2012

• Highly focused on ensuring all IT tickets are resolved effectively and on a timely basis

• Maintain application programs offered to consumer product dealers

• Responsible for providing reporting analysis to track performance of marketing programs

• Recommend improvements to streamline and redesign future "to-be" processes, systems, operations, standard

operating procedures, ownership functions, and change management tasks

• Resolve hardware interoperability inquiries to ensure proper functioning of software interface.

• Provide process and technology analysis, as well as recommendations for enhancements

Advanced Service Analyst - Cablevision March 2009 to August 2010

• Responsible for troubleshooting, diagnosing and identifying failing/ failed components through use of testing

procedure instruments and diagnostic software

• Communicate effectively to identify problems, analyze root causes, and provide solutions for DVR, Digital vs. Analog

devices, HDTV, HDMI, DVI, Component & Composite cabling, Interlaced & Progressive scan signals, Cable cards,

Tuning adapters

• Create remedy tickets for tracking issues, and escalate appropriate items for further follow-up

• Perform/ document general maintenance tasks, advanced troubleshooting, and radio frequency testing

September 2008 to December 2008

Mortgage Specialist – Franklin First Financial

• Responsible for customer transaction and communication

• Creating Mortgage accounts for the customers

Technical Analyst - GE September 2005 to February 2008

• Responsible for installing, diagnosing, repairing, maintaining, and upgrading hardware as well as equipment, while

ensuring optimal performance

• Resolve network outages in a timely manner, install new hardware and software as required

• Provide support for network related projects as needed and maintain anti-virus systems

• Perform general maintenance tasks, troubleshooting, as well as computer systems and peripheral equipment repair

throughout the organization

• Troubleshoot connectivity issues to identify the cause of networking issues

• New hire trainer for applications and troubleshooting methodologies

• Update and maintain network documentation for tracking and training purposes

• Rectify issues related to performance/system errors

• Maintain PC hardware/software in support of remote users

• Troubleshoot system software to test the functionality within system's environment

• Offer recommendations for purchase, installation, configuration, maintenance of PC software and hardware

Education and Training

Master of Computer Applications - Software Programming/Networking (GPA: 3.6/ 4.0) 2005

Bachelor of Science - Computer Science/Statistics (GPA: 3.3/ 4.0) 2002

Diploma in Advanced Software Technology - Programming/Networking/E-Commerce 2000

Honors and Awards

Awards for high performance include multiple Silver Star, Bronze Star, Top 20

Employee, Most Valuable Player (MVP), Extreme Service Provider, Perfect Attendance (GARP), Bronze Award, Client

Appreciation, and Presidents award for S21financial application project roll out. Superior performance reviews, and internal

promotions.

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