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Customer Service Data Analyst

Alpharetta, GA
October 12, 2019

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Name: - Saurabh


Cell: +1 – 678-***-****

Professional Summary

** ***** ** ** ********** having 10+ Years of Scrum Master/Agile Delivery Management DevOPS & SAFE Implementation Experience.

Working Currently as Scrum Master for AT&T at Alpharetta for 5+ Years (2014 -2019) for Data Layer Applications.

Strong Exposure to Scrum Agile, DevSecOPS, SAFE Principles.

Sound Knowledge of Java Platform, J2EE Framework & Architecture.

Sound Knowledge of Relational & No SQL Databases

Certified Scrum Master (CSM) and Certified SAFE 4 Agilist.

Robust experience in Delivery, Resource and People Management.

Robust experience in handling Process and Quality Management for all phases of Software Development Life cycle (SDLC)

Experienced in managing development, Migration and Testing projects.

Worked in various lines of business-like Banking Telecom, and Cargo for notable clients like AT&T, UBS Bank, RB Bank, Sony, CISCO, Fujitsu, Harvard Pilgrim Health Care Systems, Lufthansa Airlines and Sabre

Strong Team Player

High valued Managerial and Leadership capabilities

Excellent Written & Oral communication and other soft skills

Experience Details


Operating Systems

Windows 10, Unix

Programming Languages

Java, J2EE, XML, JSP, Servlets, Struts, PL1, C, C++, COBOL


Cassandra, Oracle 11g, Teradata, DB2, My SQL, Adabas

Tools & Utilities

Rally, TDP, Eclipse, Front Page, Fujitsu Interstage ADM, Rational Requisite Pro, JIRA, PRISM, Toad.

Domain Knowledge

Banking, Telecom, Cargo, Health Care

Project Management

MPP, MS Excel, MS Word,

Certifications & Trainings

Certified SAFE (Scaled Agile Framework) 4 Agilist, Scaled Agile Inc., CERTIFICATE ID: 616*****-****

Certified Scrum Master (CSM), Scrum Alliance, Certificant ID: 693755, Membership ID: 50422419.

Attended 3 Day of DevOps “Train the Trainer” Program.

Certified Internal Quality Auditor for Tech Mahindra

Attended 3 Days Workshop for “Train the Trainer” DevOPS Program.

Participated in 40+ hours of rigorous Project Management Training in Tech Mahindra.

Awarded Pat on the Back” award for AT&T Project.

Awarded Associate Performance Award for Harvard Pilgrim & RB Bank Projects.

Sun Certification in Java 2.0.

Work Experience


Client : AT&T

Duration : Sep. 2014 to till Date

Position title : Scrum Master (Team Size 15)

Type : Development

Location : Alpharetta, USA


Common Data Fabric is One-stop shop where all the data comes together and can be accessed on-demand. It has several applications like GRID-AC, CCR-R, CCR-LDAP. Mission is to provide data with high availability, low latency, cloud scalability, high reliability, security, accuracy, high performance, low cost, high quality, and quick deployment It hosts system of record (SOR) data as well as data that is aggregated data from other SOR applications and hosted in operational data store (ODS). Solutions are engineered to client needs by using various database technologies: Cassandra, Coherence, RDBMS, LDAP and other emerging technologies

Provides a single request/response API model to access data using JDBC, LDAP, DME2, and other

framework driven protocols to suit business needs.

Strategically stores data in geographically distributed data centers to ensure continuous operation of applications in case of system unavailability from maintenance, hardware or software failure, and disaster


Working at Alpharetta as Scrum Master for Common Data Fabric Application.

Facilitates the daily scrums for fully integrated DSO Scrum Team Structure.

Ensures that the team adheres to its chosen process and removes blocking issues.

Ensures that the team is fully functional and productive.

Enables close cooperation across all roles and functions

Removes barrier

Shields the team from external interferences

Client Interaction

Estimation & Project Planning

Plan and Release Management

Handles multiple projects for multiple overlapping releases

Facilitates Development, Testing & Reviews

Onsite-Offshore Coordination

Technologies: Java 6.0, Oracle 10g, Cassandra, Coherence, Jenkins


Client : AT&T

Duration : Sep. 2009 to Sep 2014 (60 months)

Position title : Sr. Project Manager (Team Size – 60)

Type : Development

Location : Noida. India


AT&T Retail Development project consists of several applications like OPUS, XI, SYSTEMX & PDC. OPUS is the predominant application among them. The One Point Universal System is a Cingular Wireless system that enables employees to effectively activate, assist customers with their mobile phone accounts, and perform Point-Of –Sale (POS) activities. The application is primarily used in Cingular wireless retail stores. System X is a Call Centre Application. It uses DMDR Channel for Activation & Service of Wireless products. XI is a middleware application which SYSTEMX uses for transaction completion.

AT&T Call Centre Applications (SC4LS, QRAS, SRS/PDTS) come under Mobility & Home Solutions for AT&T.

QRAS – The project solution is intended to enable a more personalized and satisfying experience for AT&T customers at its retail branches by offering an appointment scheduling option for service or sales related store visits. Appointment customers will be prioritized over walk in customers in a queue to provide an added benefit of timely service with minimal wait in stores. Appointment scheduling is available to all current and potential AT&T consumer and small business customers via multiple channels: as a self-service through the store locator and a standalone URL, by calling or visiting an AT&T COR or DSC location, by interacting with a chat agent on, or by calling Mobility Customer Care.

SRS-PAR - SRS-PAR is a customer service reporting tool. This application is developed in response to the Personal Accountability Reporting initiative and is intended to provide individual customer service agent’s daily feedback on their performance meeting standard call centre metrics. It also provides call center managers, directors, and executive managers with a range of team-level to enterprise-level call handling metrics reports. It generates various reports based on the data gathered from different ACD and ICM platforms. Some of the reports include Application stats, Performance stats, Login events, Agent audits (repeat call stats, CTN stats, Clarify interactions) and PAR reports for reps and management.

SC4LS-The purpose of the SC4LS project is to compensate the AT&T customer service representatives (CSRs) when they sell Lightspeed products. To compensate the CSR’s accurately data will be pulled from Enterprise Data Warehouse (EDW) using Informatica Power Center (IPC). Project Lightspeed will enable millions of residential customers to access integrated digital TV (IPTV – Internet Protocol Television), super high-speed broadband (HSIA – High Speed Internet Access) and voice over internet protocol (VoIP) services via a new fiber-rich network.

Role :

Managing offshore delivery for AT&T Retail, Payments and Sales Compensation Applications.

Co-coordinating with onsite Customer Delivery Manager to ensure that delivery is on track.

Tracking, Coordinating, Issue Resolution in the project.

Responsible for performing Risk Analysis & mitigation of the project.

Reviewing Project Health Report, Weekly Status Report, Project Management Review Report.

Reviewing Metrics and maintaining Quality Standards in the Project.

Responsible for Billing & Financial Accounting of Resources in the Project.

Responsible for Staffing & Resource Management in the project.

Responsible for participating in the Quality Audit of the project.

Responsible for verification of Estimation & capacity planning of the project.

Technologies : Java 6.0, Oracle 10g, Struts 1.2, JSP, Tiles, Ajax, DWR, Perforce,

Clear Quest. Teradata, Informatica.


Client : Fujitsu

Duration : Dec. 2008 to Sep 2009 (9months)

Position title : Business/Data Analyst (Team Size – 2)

Type : Application Life Cycle Management

Location : Bangalore. India


Interstage ADM is Application Lifecycle Management Tool from Fujitsu. This tool is quite popular in Japanese Market. The Aim of this project is to evaluate the Interstage ADM against Market Leader IBM Tools like Rational Requisite Pro, Rational Clear Quest, and Rational Clear Case and perform gap analysis. The Evaluation Report will be submitted at the end of the Project. Based on the Evaluation Report, Fujitsu can enhance Interstage ADM so that it becomes competitive in Global Market.


Understanding Interstage ADM Tool Features like Requirement Management, Change

Management, Release Management.

Understanding IBM Products like Rational Requisite Pro, Rational Clear Quest, and Rational Clear Case.

Compare Interstage ALM with IBM Tools like IBM Rational Requisite Pro, IBM Clear Quest, IBM Clear Case, IBM Build Forge and Perform Gap analysis.

Evaluation Report Preparation & Presentation to concerned Groups involved.

Technologies : Fujitsu Interstage ADM, IBM Rational Requisite Pro, IBM Clear Quest, IBM Clear C


Client : CISCO

Duration : Aug, 2008 –Dec, 2008 (4months)

Position title : Business/Data Analyst (Team Size – 6)

Type : Support

Location : Bangalore. India


Cisco Connected Real Estate known as CRE is a web-based application designed and developed for controlling room temperature & intensity of lights in a conference room through external control devices like laptop, PDA & IP phone. Currently this application is deployed on IP phone & laptop. It will be enhanced for PDA.CRE is a one stop web interface for monitoring building management systems like AC, LMS, LSS, UPS, PMS, Security & Lift. In turn it triggers alarms to specific groups who manages the sub systems in case there is any issue detected with particular sub systems.


Metrics Collection & Business Analysis of CRE Application.

Support Plan Preparation & Presentation to Various groups within CISCO.

Preparation & Presentation of CRE Support OPS Review

Technologies : Flash,, C-Sharp, VC++ Drivers


Client : Sony, Spain

Duration : Dec, 2006 - Dec, 2007 (12 months)

Position title : Tech Lead (Team Size – 15)

Type : Development

Location : Bangalore. India/ Barcelona, Spain


This project mainly deals with developing the applications for SONY like:

HR modules (Budget related and Maintaining Employee Payrolls) :

This module involved creation of annual budgets of Sony –Europe organization and maintenance of payrolls for their employees.

Portals (Navigation to Sony’s sister portals and maintaining SSO profiles):

This module involved heavy usage of XML and XSLT on the data fetched from the CLOBS and BLOBS.

Report Builder (This module involved Dynamic Creation of Reports containing various charts and publishing it on the portals or sending it by the email ):

This module was based on Command Pattern Java Architecture. It used servlets, JSP, XML, JfreeChart & MySQL features.


Understanding the technical architecture of the Portals. He developed the portals.

Architecture, Requirement Analysis, Design & Development of the Report Builder Application

Technologies : JAVA, JSP, SERVLETS, XML


Client : Reiknistofa Bankanna, Iceland

Duration : Dec, 2002 - Sep, 2004 (20 months)

Position title : Requirements Analyst/Tech Lead (Team Size – 25)

Type : Migration

Location : Bangalore. India/ Reykjavik, Iceland


This is a Migration project for Reiknistofa Bankanna requiring front-end and back-end conversion from NATURAL to PL/1 and ADABAS to DB2. IBM Denmark and Perot Systems, Bangalore is doing it jointly. This system deals with the general banking transaction activities. The activities in this project involves understand the functionality of the application, preparation of program specifications & change specifications, preparation of database schema, migration of data, manual changes in the code, preparation of test cases, test data preparation, validating the data, testing and debugging.


He worked onsite in Reykjavik, Iceland for three months, giving Technical support for offshore Team and UAT support to client.

He was involved in analysis & reviews of Data Migration phase.

He was involved in Data Migration from ADABAS to DB2 Database.

He was involved in understanding existing Natural/Adabas and PL/1/Adabas programs.

He wrote Specifications for the existing code.

He converted existing programs to PL/1 – DB2 programs.

He has prepared Test Cases and did Unit Testing and System Testing for the programs

Technologies: PL1, ADABAS, DB2


Client : Harvard Pilgrim Health Care Systems, USA

Duration : Apr, 2002 - Dec, 2002 (9 months)

Position title : Data Analyst/Tech Lead (Team Size – 6)

Type : Data Migration

Location : Bangalore. India


This is a Migration project from DB2 to Teradata. Harvard Pilgrim is the oldest nonprofit, health plan in New England. For more than 30 years, it has built a reputation for exceptional clinical quality, preventive care, disease management and member satisfaction.


Involved in analysis & reviews of Data Migration phase.

Involved in Schema Verification of DB2 & TERADATA Database.

Involved in writing DataStage extraction program & Teradata Load Utility programs for Data Load.

Involved in Data Cleansing phase of Migrated Data.

Technologies : Teradata, DB2, Java, Datastage


Client : Lufthansa, Germany

Duration : Feb, 1999 - Aug, 2000 (7 months)

Position title : Tech Lead (Team Size – 6)

Type : Web Development

Location : Bangalore. India


Lufthansa AG is one of the leading commercial passenger airlines in Europe and a provider of logistics services in the global airfreight market. ‘eBooking’ project is an enterprise wide initiative of Lufthansa Cargo to develop 'Automated Order Acceptance System for Airfreight in order to answer the bulk of booking requests without human intervention ‘. The Enterprise Wide Architecture is based on multi-tiered heterogeneous systems, with browser/web based front-end applications and a middle-ware technology to communicate and interface with the existing legacy back-end applications. The implementation uses the OO Analysis/Design, industry standard protocols and CORBA. ‘EBooking’ uses MOSAIK, a Unisys mainframe

system based cargo application, as its back-end along with ORACLE database and other enterprise applications to support the cargo functional processes. The Booking Engine interfaces and integrates with these existing systems and applications through the WLE, eLink and TUXEDO services to provide the

automated booking process over different channels. WLS is used as web server


As a Tech Lead he was responsible for

Understanding the Business Requirements and converting it to Systems Requirements.

Coding Java Servlets.

Development of JSP

Involved in coding Java Script.

Creation of FCTL Screens using FrontPage Editor

Technologies : Java, JSP, Servlets, Oracle.


Client : SBC-WDR, London

Duration : July, 1998 - Aug, 1999 (13 months)

Position title : Team Member (Team Size – 20)

Type : Mainframe Migration

Location : Bangalore. India


SBC-WDR have their application called Securities System in ICL platform with COBOL, IDMS, SCL, AM, TPMS currently and the purpose of the project is to migrate the existing applications to IBM platform with COBOL, DB2, JCL, CICS.


This project involves converting and migrating the existing Integrated Settlement System (ISS) application on ICL Mainframe to IBM Mainframe. The application on ICL mainframe is in a fourth-generation language called Application Master (AM), C2 COBOL (ICL Version of COBOL) and SCL (System Control Language). The underlying DBMS is IDMSX, which is a network DBMS. The entire application would eventually run under CICS, DB2 with the AM, C2 COBOL and SCL code being converted to COBOL 370 and CICS on IBM.


As a Team Member he was responsible for

Documentation of SCL programs.

Understanding of Requirements and preparing SRD.

Converting SCL programs to COBOL equivalent.

Coding JCL’s from the SCL programs.

Testing the jobs involving MQ Series using CA Scheduler.

Testing overnight batch jobs

Technologies : SCL, JCL, DB2, MVS

Educational Qualification




Year of passing

Master’s Degree in Computer Science

Computer Science

Banaras Hindu University


Bachelor’s Degree in Computer Science

Computer Science

Banaras Hindu University


Passport & Visa Details

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