Subin Joseph, ITIL®

LI: in.linkedin.com/in/subinjsph

Phone: +1-416-***-**** * Email: acvaun@r.postjobfree.com

Profile: Technical support consultant

An IT professional with 8 Years of experience with focus on Technical solutions support, Change management, Technical account management, Client management, implementation and application support in Telecommunication, Finance, Marketing and IT consulting.

Certified ITIL and PRINCE2 professional and a good team player.

Strong experience in writing User Stories, Business Requirement Document (BRD), Functional Specification Document, Project Plan, Test Scenarios, Test Cases, User Acceptance Testing (UAT) Plans and Release management that incorporate business rules for business system applications.

Solid understanding of the Software Development Life Cycle (SDLC) and its relationship to business systems design and implementation

Expertise in report developers (MS Excel, SQL and Oracle queries), Office tools including Visio, Outlook, power point, excel and word. Used Jira, COTS (Commercial off-the-shelf) components, mind-map tools and wire frame tools for documentation and project execution.

Analytical and logical skills, a problem-solver who use creativity and a positive response to pressure to generate effective solutions geared to time-sensitive deadlines.

Strong interpersonal and communication skills, highly adept at diplomatically facilitating discussions and negotiations with stakeholders at all levels.

Professional Experience:

Application support associate Nov 2015 – Apr 2016

Cycloides Inc. (www.cycloides.com), Mississauga, Canada.

Cycloides offers software development and delivery, pioneering tools and consulting for organizations with aspiring goals.

Projects: » Tanzacan e-commerce platform » 360 degree winery application » Smile VC application.

» Sethpitality resource management tool.

Environments: Agile, Agile-Waterfall Application Development Methodologies.

Conducted application support on various domains, analyzed data and performed gap analysis between existing and future states.

Gathered and analyzed user requirements, design functional specifications and interpreted customer business needs and translated them into application.

Worked as NOC associate in various shifts and escalated critical issues to next level.

Conducted JAD (Joint application design) sessions with all key stakeholders and analyzed business requirements and translated them to technical functional specifications for the team.

Studied the “As-Is” processes of the organization and created process flow diagrams using wireframes and mind map tools for complete automated processes in “To-Be” systems.

Negotiated on change requests (CRs) from customers for additional scope in requirements.

Provided project status reports, updates, resource requirements, risks, and recommendations.

Established rapport, build credibility and collaborate with stakeholders at multiple levels.

Developed and published various reports utilizing SQL and Excel skills for senior management and maintained record of business requirements, processes, changes and audit requirements.

Collaborated with Project Managers, development team and QA managers to validate business requirements and sign offs.

Coordinated System Testing and User Acceptance Testing (UAT) by preparing business test cases.

Technical solutions support engineer Apr 2012 – Sept 2015

Flytxt Mobile Solutions (www.flytxt.com)

Flytxt Mobile solutions is a leading service provider of customer analytics and Real-time trigger solutions to telecom operators globally.

Projects: » MTN (Product-Location based real time SMS trigger solution)

» Vodafone POC, Hutch and Teletalk (Product-NEON)

» IDEA Cellular limited and ROBI (Product-QREDA)

Provided design, support, technical and business solutions to various requirements from clients.

Monitoring and product support through remotely and directly.

Interfaced between business and technical teams and translated technical and business requirements.

Effective customer Service delivery through defined process with in the SLA.

Negotiated quotes for hardware and software from multiple international vendors.

Closely worked with sales team and marketing team to develop business and technical analysis.

Managed a team globally and arranged suitable skill set training internally.

Identified, evaluated and recommended appropriate new product features based on demand.

Handled Change management, Release management & upgrades of existing deployments.

Implemented real time trigger solutions based on HLR and VLR data.

Handled integrations on Big-data and Intelligent Networks (IN).

Managed RFPs, brain storming discussions and project kick-offs with international clients.

Reporting and test case preparations for both internal and external stake holders.

Telecom Operations Engineer Jul 2008 – Apr 2012

Onmobile Global Limited (www.onmobile.com)

Installation & Support of VAS services and Telephony Servers for Bharati Airtel project.

Resolved the tickets raised by NOC team regarding the alarms in the node.

Worked on Linux and Solaris platforms.

Expertise in remote desktops and connectivity through VPN.

Conducted Integrity testing of Database& System Backup, fine-tuning of system & Database.

Worked on escalated issues related to CRBT, MCA & Voice Portal services.

Interaction with marketing team &providing quick response/solutions.

Ticket based 24/7 application Support for critical issues to maintain system uptime SLA.

Education:

Bachelor of Engineering in Electronics and Communication May 2006

Mahatma Gandhi University

Professional Certifications

PRINCE2® Certified.

ITIL® Foundation Certified in IT customer Service Management.

Major Achievements:

Talented Award for fast and efficient NEON-project implementation in Hutch and Teletalk.

Nominated for Champion of the Quarter award during Q1, 2015 based on the CSAT score

References: Available upon request.

Contact this candidate