Customer Service Management

Professional Summary:

The total period of my IT industry experience is 9 years and 9 months till

date. Major area of experience has been IT Service Management, Project

Management, Change Management, Support lead, Production Support

Management, Support Transition Management, Application development,

Application support coordination, Vendor Management, Project Delivery of

various sizes and Business analysis.

My primary technological area of work has been ASP.NET, C#, SQL server,

Oracle, Sterling Integrator. I am also well versed with SDLC, Agile

methodologies & ITIL processes. I possess proficiency in IT Service

Management, Application lifecycle maintenance and Production Support. I

have worked in the Banking & Finance, Oil & Gas, Telecommunication, Media

Publication, Media & Research and Pharmacy line of business.

Current Profile:

I am working with Osair Technologies LLC as Project Manager.

Certifications:

Microsoft Certified professional

ITIL Foundation level certificate

Achievements:

Star of the month Award in Tata consultancy services

Rated as Top performer in a Project in Tata consultancy services

Best Team award in 2012

Awarded Distinction by Shivaji University MS India in Bachelor of

Engineering Information Technology

Technical Skills:

Frameworks/IDE: Microsoft ASP .net, Visual Studio 2003/05/08, VSS, TFS, SVN

Programming: C#, VB.net, JavaScript, XML, CSS

Databases: SQL Server 2000/05/08, Oracle 9i

Other Tools: Remedy 7/7.5, HP Service Manager, CCM.net, TeamSite, Open

Deploy, Petex IVM, Petex IFM

Professional Experience:

I started my work career after campus recruitment with TATA Consultancy

Services Limited since 1st August 2005.

Osair Technologies LLC, Clifton VA USA

Technical Project Manager (April 2015 - Current)

. Proposal writing and Managing a Development project for Web based

application

. Interaction with Business user on requirements analysis and timelines

. Project Planning, Risk Management

. Efforts estimation, task creation and task assignment

. Participating in Sprint meetings for project based on Agile

methodology

. Operations Reports and Governance Reports

BG Group, Australia/UK/USA

Production Support & Development Manager (July 2014 - April 2015)

. Responsible for managing production support team for applications

critical for Digital Oil service line of BG Group

. Service restoration and improvement in compliance with Incident,

Problem and Change Management process, ITIL Standards

. Transition Management for new Application support across different

geographies

. Service management with vendor for third party Tools & Application

support

. Prioritizing and assigning Incidents, Request & tasks to support team

members

. Interaction between Onsite - offshore teams to get the issues

resolved

. Minor enhancements for the applications using Agile methodology

. Operations Reports and Governance Reports

. Recruiting new team members and on-boarding them on team

. Appraisal evaluation and goal setting for team members

Russell Investments, Seattle WA

Production Support & Development Lead (April 2012 - May 2014)

. Responsible for managing production support team for Sterling

Integrator tool critical for File Transfer solution at Russell

Investments

. Service restoration and improvement in compliance with Incident,

Problem and Change Management process, ITIL Standards

. Service management with vendor for third party Tools & Application

support

. Prioritizing and assigning Incidents, Request & tasks to support team

members

. Interaction between Onsite - offshore teams to get the issues

resolved

. Minor enhancements analysis for the applications

. Operations Reports and Governance Reports

. Appraisal evaluation and goal setting for team members

Russell Investments, Seattle WA

Application Support Analyst & Onsite lead (April 2010 - April 2012)

. Responsible for production support team for applications critical for

day to day business of Russell Investments and Russell's clients

. Service restoration and improvement in compliance with Incident,

Problem and Change process, ITIL Standards

. Lead & Coordinate Tier 2/3 support activities for Microsoft

technology based application (C# Asp.net, SQL server), TeamSite, Open

Deploy

. Interaction with Tier 1 support team on user communication and issue

resolution

. Coordination with other technology tower teams (DBA, Windows, Data

Provider, Network Admin, Security etc)

. Prioritizing and assigning Incidents, Request & tasks to support team

members

. Interaction between Onsite - offshore teams to get the issues

resolved

. Minor enhancements analysis for the applications

. Operations Reports and Governance Reports

CVS Pharmacy, Minneapolis MN

Reverse engineering Analyst (March 2010- April 2010)

. Reverse engineer the application in ASP.net and C#.

. Class and sequence diagram generation using Altova UModel reverse

engineering tool.

. Documentation of the reverse engineered applications.

The Nielsen Company, Oldsmar FL

Application Support Analyst - Onsite Coordinator & lead (April 2009 - Feb

2010)

. Analyze and interpret customer issues or requests and provide them

with the solution.

. Service restoration and improvement in compliance with Incident,

Problem and Change process, ITIL Standards.

. Leading offshore support team, prioritizing and assigning tasks to

team members

. Coordination with other technology tower teams (DBA, Windows, Network

Admin, Security etc.)

. Share information collected from the customers with the software

development team at offshore.

. Process implementer and monitor for various processes being followed

in the project group.

. Operations Reports and Governance Reports.

The Nielsen Company, Oldsmar FL

Business and Process Analyst (June -2008 to March - 2009)

. Elicit requirements using interviews, document analysis, scenarios,

business analysis, task and workflow analysis.

. Configuration analysis of Service desk tool - CCM.net in alignment

with ITIL standards

. Analyze and interpret customer business needs and translate them into

application and operational requirements.

. Relay information between the customers and the software development

team

. Collaborate with developers and subject matter experts to establish

the technical vision and analyze tradeoffs between usability and

performance needs.

. Provide Demos of the tools to customer

Customer Service Management (TCS Internal), Pune India

Module Lead and Developer, Requirements analyst (April - 07 to May -08)

. Studying ITIL CMDB (Configuration Management Database) process and

standards

. Requirements study and analysis

. Efforts estimation, task creation and task assignment to team members

. Design of web pages as per requirements

. Development using ASP.net 2.0, C# and Oracle 9i

. Unit testing and System testing

. Enhancements in existing modules, integration with other tools

. Provide Demos of the tool to customers

Customer Service Management (TCS Internal), Pune India

Software Developer (Oct-06 to March -07)

. Enhancement of CCM.net - an ITIL based service desk tool, tool was

being enhanced to meet all ITIL standards

. Studying ITIL Incident, Change and Problem management process and

standards

. Gap analysis between existing functionalities and standard process

. Design of web pages as per requirements

. Development using ASP.net 1.0, C# and Oracle 9i

. Unit testing and System testing

Customer Service Management (TCS Internal), Pune India

Software Developer (Feb-06 to Sep -06)

. CCM.net (TCS developed tool) Incident management module

implementation.

. Abstract up from low-level information to a general understanding

. Developing web application using C#, ASP.net and Oracle 9i

. Code review of the team members.

. Unit testing of application

Tata Teleservices Limited, Pune India

Software Developer (Oct-05 to Jan -06)

. CCM.net (TCS developed tool) Incident management module

implementation.

. Abstract up from low-level information to a general understanding

. Developing web application using C#, ASP.net and Oracle 9i

. Code review of the team members

. Unit testing of application

Education:

Bachelor of Engineering in Information Technology (2001-05) in 1st class

with Distinction from Shivaji University India

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