Scrum Master .Net Developer

Summary:

•Experienced IT professional with Certified Scrum Master having 8 years of track record across diverse roles - Production Support Analyst, Incident Management Analyst, EDI L1 Production Support, IT Helpdesk and .net developer in different project with different domain, application and technology.

•Expertise in reviewing each incident analyzing, finding root cause and resolving at first level then reassigning incident to appropriate team.

•Expert problem solver with ITIL driven technology organizations.

•Experienced with ticket management software like ITSM Service Now, Jira, Remedy force etc.

•Ability to produce analytical KPI and SLA management reports.

•working with stakeholder and developers to ensure requirement are met.

•Monitoring alerts and logging and escalating (if required) a ticket within a defined SLA.

•Following up and support to customers for resolving and/or escalating day-to-day tickets which have raised client/user.

•Excellent understanding of incident Management, Defect Management and Closure.

•Proven knowledge of entire Software Development Life Cycle (SDLC) and worked on projects in waterfall and agile methodology.

•Experience in working with multiple vendors and geographically distributed teams.

•Experience working in onshore-offshore model.

•Quick learner, Good at planning, emphasized for high quality, Strong analytical and organization skills and attention to details combined with excellent technical expertise, highly self-motivated and drives the project effectively.

•Good team player and have ability to manage/work in a team.

•Flexible to learn and work in dynamic environment.

•Strong interpersonal, negotiation, verbal, written and communication skills.

Technical Knowledge and Key Domain

Domain: Auto Insurance, Health care, Retail

Process/Methodology: SDLC, ITSM/ITIL, Waterfall, Agile, Scrum

Ticket Management Tools: Remedy Force, SAFE tool-Jira, Service Now, Azure Board

Operating Systems: Windows, UNIX, Linux

Database: Oracle 11g/12c, SQL Server, DB2

Query Tool: SQL developer, DB Visualizer

Query/Programming Languages: C# .Net, ASP. Net C, C++, SQL

ETL Tool: Informatica, Data Stage

Microsoft tool: Excel, Power Point, Word, Outlook, MS Team, Power BI, BO etc.

Other Help desk: Active Directory, Thin Client (Citrix), Remote Support

Academic Qualification

B. Tech (Computer Engineering) - 2009

Languages known:

English, Hindi, Gujarati

Certifications / Professional Awards:

Certified in Scrum Master from Scrum Alliance

Certified in ITIL Professional

Certified in Data Professional

Infosys Certified HIPPA Compliance

Infosys Global Agile Certification

Verbal Award

Perusing PMP certification (complete in Nov-2024)

Personal Information:

Work Authorization: USA Citizen

Work Experience:

Param Consulting Inc Jan-2020 to Present

Client: CCC Intelligent Solutions (Auto Injury Solutions)

Role: Production Support Analyst-Incident Management

Description: As a Production Support/Incident management Analyst having a strong understanding of IT systems and Service Management (ITSM/ITIL) processes, along with good business sense and excellent customer service skills. A primary objective of my role as a Production Support Analyst, I am assisting in Incident management, assignment and resolution of the tickets which raised by client or user. Working with Auto Injury Claim which converted into Casualty claim(bill) coming from 1st,3rd party and content data. As a part of incident management experienced in working with internal and external customers like GEICO, NW, USAA etc. in an operational and CCC’s internal IT support team environment. Interaction with various team’s leaders on regular basis like Casualty Data, Content Data, It Ops, Casualty Support Desk, IES Dev (3rd party), Product Development (PD), QA, Dev BA, DBA, Wintel, Customer Success Manager (CSM), and Product Owner.

Responsibilities:

Performing preliminary analysis & technical troubleshooting.

Best practice in ITIL/ITSM cycle for incident, Problem and Change Management, Service Request.

Experienced with ticket management software like ITSM Service Now, Jira, Remedy force etc.

Coordinating incident-ticket follow-up activities- reporting and troubleshooting.

Analyzing bills & workflow in Med flow (Adjuster Desktop) application and SQL server database for resolution.

Reprocess, repost and recalculating casualty bill or Doc Id for 1st party or 3rd party through application.

Processing auto medical claims(bills) in Med flow or Adjuster desktop application.

Reviewing customer incident reports and prioritize with SLA.

Creating, routing, resolving and reassigning tickets in Remedy Force Console to appropriate resources or team.

Fully involved in tracking of different queue for managing tickets like Casualty PM, Casualty Dev, Casualty Support Desk, Content QA, Reporting and It Ops.

Creation and assignment of issues in Azure Board.

Creating Change Request and Service request for deploy in QA, CT and Production server.

Managing the intake process for IT related requests and escalations.

Mange and arrange triage call with operations and dev team.

Administration of operational processes and procedures.

Participated in QA unit, functional, UI and smoke testing.

Issue-ticket management validation, assignment and resolution.

Supporting on release sprint on SIT, UAT and Production deployment.

Worked in Agile model and Participated in Requirement Gathering and Design Sessions

Daily and weekly status reporting to Project team/Client.

Following up with different client Customer Success Manager (CSM) and Product Owner regarding incident-ticket resolution.

Environment: Remedy force Console, SQL Server database, Outlook, Azure Board, Teams, Windows 10, MS Office, Edge, Chrome

Infosys Limited May 2018 – Aug 2019

Project Name: Government Healthcare Service (GHS)

Client: Conduent

Role: EDI Analyst/ L1 Production Support

Responsibilities:

Provide EDI L1 Production Support services for Claims, claims stats & Eligibility Stats transactions to external client and maintained EDI/X12 for multiple partners for Medicare Legacy states

Monitored more than 10 Production servers-hosts checking and reporting every 2 hours that all servers are up and running with handling 24/7 shift.

Extensively worked on production tickets like file Repost/Reprocess, Password reset for TPMS/ACCTNOW/EDI HOST application and others that included EDI/X12 processing issues, Client reporting etc. by using ticket tracking tool JIRA.

Experienced in self-managing and supporting all aspects of IT within an office & supporting staff.

Experienced in a customer service support like providing direct, in-person technical support to Executive level clients/customers and administrators.

Experienced in supporting, troubleshooting, and operating video-teleconference equipment.

Good Knowledge of 837i/837p,835, 270/271, 277/277ca,999 transaction and HIPPA

Created daily Audit report for Inbound and Outbound transaction by Putty-Unix server for EDI states, weekly remittance report, SLA report and Monthly SLA report

Monitored and reported Informatica B2B workflows are up and running at end of the shift

Monitored different EDI applications like TPMS/EDI HOST/ACCTNOW

Reviewed files, Supported FTP/Move IT servers, Database & Informatica Power center jobs

Performed L1 production support for databases, Java applications and TIBCO BI reporting tool

Maintained production jobs and file results to ensure data was processed and loaded correctly

Confirmed B2B partner setup for file errors, frequency, partner specific configuration

Performed weekly informatica, Legal application server maintenance

Work with L2 team for complex solution.

Escalate the issue by informing to L2 team and also created SEV1/2/3 tickets with Network team depends on issue

Environment: JIRA, EDIFECS, Oracle SQL Developer, Unix shell scripts Outlook, Informatica Data Exchange, Service Now, EDI/X12

Picut Industry, Liquiflo, Garwood, NJ Apr 2017 – May 2018

Project Name: Watson McDaniel

Client: Watson McDaniel Inc.

Role: Production Support/IT help desk/System analyst

Responsibilities:

Monitoring and provide on call Production Support services as well as IT helpdesk support for .net base application like coding, merging code, testing, releasing, deploying code and maintained multiple other application as per client requirement.

Experienced in end-user desktop troubleshooting and support with Microsoft Suite of products as well as Desktop O/S.

Experienced in peripheral troubleshooting and support activity like office-wide PC, laptop, network and printer.

Experienced in a customer service support like providing direct, in-person technical support to Executive level clients/customers and administrators.

Experienced in supporting, troubleshooting, and operating video-teleconference equipment.

Experienced with internet-based teleconference software support (e.g., Webex, MS Teams, Zoom).

Creating triage call and gathered all L2-L3 team for resolving issue

Raising a ticket for help desk as per priority of an issue and tried to resolve first by ourselves

Conducted analysis, gathered business and technical requirements through working sessions, interviews and using Development Integration Technique (DIT)

Prepared screen mocks up and conducted reviews and walkthrough sessions

Created UML Diagrams using Visio

Supported and participated in QA and UAT (User Acceptance Testing)

Managed and maintained various artefacts through document management repository system

During the release, prepared the release package, performed the code review to ensure the performance and quality of the code is as per the requirement

Provided support during post-release warranty period

Knowledge of Citrix and provide virtual desktop to client or user by installing and set upping Thin Client software

Provide technical support to internal customer with their computer problems

Resolve computer problems for user in person via telephone, remotely or on-site assistance

Supporting issue in computer hardware and software, including printing, PC installation, network installation, outlook email and operating system.

Environment: Visual Studio 2015, ASP.Net, C#.Net, Visio, SQL Server 2014, Window 7, Web Form, Win Forms, HTML, JIRA, Outlook-13, Thin Client (Citrix), Active Directory

Freelancing Work as Application support July 2015-June 2016

Client: Incisive software solution

Responsibilities:

Involved in complete Life Cycle including Analysis, Design, Development and Testing.

Experienced in resolving ticket/incident and troubleshooting them and provide support to the customer/client/user by video/tele call/ in person teams, zoom or Webex.

Experienced in end-user desktop troubleshooting and support with Microsoft Suite of products as well as Desktop O/S.

Experienced in self-managing and supporting all aspects of IT within an office & supporting staff.

Participated and supporting in redesigning an existing Web Application to automate the modules and removed hard-coding to facilitate future modifications.

Redesigned the project to upgrade from Dot Net Framework 3.5 to Dot Net Framework 4.0 and modified the Web Configuration file to apply all required changes.

Worked with querying the data using SQL queries to pull the data from the database and also used the SQL Queries in Visual Studio C# class libraries to save the data entered from the UI environment

Kamani Science College, India May 2010 –June 2015

Role: Assistant Professor

Responsibilities:

Enthusiastic College Computer Professor committed to creating an atmosphere that encourages productive learning of basic skill of computer languages concepts. Especially adept at determining students' strengths and weaknesses and building lesson plans accordingly.

Taken different class of computer students in different semester like C, C++, PL/SQL, Data Structure, C#.Net, Data warehousing, Fundamentals of Computer, COA (Computer Organization Application), Math’s, PHP, Core Java

Arranged seminar in technical skill and conducted extra activities for development of students

Nirali Makhecha – Production Support/Incident Management Analyst

Contact: +1-732-***-**** Current Location: Franklin Park, NJ

Email: **************@*****.*** Role: Production Support/Incident Management Analyst

Contact this candidate