Customer Service Engineer

**** ******* **., ***** *****, CA Amarjit ***** amarjit.Dhal ****@*****.***, 669-***-****

Santa Master Clara of Science University, in Information Leavey School Systems of Business (MSIS) EDUCATION Santa June Clara, 2017 CA Biju Patnaik University of Technology Bhubaneswar, India Bachelor in Computer Science Engineering TECHNICAL SKILLS May 2009

• • • Programming Tools Reporting & Platforms: & Analytics Languages: SharePoint, Tools: SQL, Tableau, Java, MS Project, Python(Power Salesforce, Pandas, BI, Excel Numpy, Spark, EXPERIENCE Scikit-Visio, Learn) AWS, Remedy

• Veritas Business Partnered Technologies Analyst with Intern internal IT department and business teams to analyze customer service contract and order management Mountain Summer View, data 2016 to CA determine gaps; proposed insights to define and standardize entitlement verification process, improving customer experience, operational efficiency and data quality.

• Implemented a Proof Of Concept to replace the in-house search system with an Open Source Software alternative using Apache Solr, reducing the annual licensing cost by $30,000.

• CenturyLink Senior Coordinated Technical Analyst with cross-functional teams to complete project planning, including determining customer business Bangalore, requirements, 2014-India 2015 conducting risk analysis, defining project scope and creating robust project roadmap; ensured timely delivery of two major projects, accommodating all required modifications.

• Redesigned the incident management system dashboard by implementing best practices for dashboard visualization design; facilitated adoption of Agile methodology for project team as Scrum Master and used Kanban to track progress.

• Strategized periodic evaluation of KPI using Quarterly Business Review (QBR) reports and revised the existing support process to improve the turnaround time of the team to resolve a support ticket from 3 to 2 days; presented and discussed the findings with executive management to ensure the new process was implemented. Software Wipro Engineer Bangalore, 2012-2014 India

• Led a team of three to discover security vulnerabilities for a telecom customer. Implemented Enterprise-class secured single sign-on and advanced authentication features to enhance the security features for the customer.

• Managed the global infrastructure of Nestle ecommerce and consumer websites. Created new solutions per business requirements and contributed to development of business strategy, improving page views for the websites.

• Generated monthly report for the support team and analyzed the operational metrics to plan process improvement for the next business cycle. Built data models and dashboards using Excel and Tableau to deliver data insights to business users.

• Software ZenSar Automated Technologies Engineer new account creation process on customer’s internal portal, resulting in decrease in manual effort and a 50% Pune, 2010-2012 India increase in support efficiency.

ACADEMIC PROJECTS

• Online Food Ordering System: Identified key user types for the application. Developed use cases and created a UML model. Created the UI design templates and the Data Flow Diagram. Created SQL queries to populate the database with sample data.

• Corpbase BI Initiative: Extraction, Transformation and Loading of data from multiple sources to create comprehensive data warehouse. Created dimensional model, Identified Slowly changing dimension, Identified trends and meaningful business insights. Developed individual dashboards for stakeholders. Used best practice for dashboard design.

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