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Customer Care Project

Location:
Lake Mary, FL
Posted:
February 21, 2020

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Resume:

NISHANT KAUSHIK

E-Mail:- adbwx4@r.postjobfree.com

Mobile No: +1-407-***-****

TECHNOLOGY

YEARS USED

LAST USED

PROFICIENCY LEVEL

Experience with Mainframes-COBOL, JCL, SQL, DB2, IMS-DB/DC, TSO/ISPF, VSAM, SYNCSORT, File-Aid, File-Manager, Changeman, Debugging Abends

13

2019

Expert

Production Support of Complex & Critical Applications

8

2017

Expert

Experience Developing, Designing & testing applications in mainframe environment

13

2019

Expert

SDLC Experience

13

2019

Expert

Experience in UNIX- Production Support Environment (Tier-1 Support)

2

2017

Intermediate

Experience in ETL- Informatica (Tier-1 Production Support)

2

2017

Intermediate

Experience in Customer Information System

9

2017

Expert

Experience in Health Care Domain

2

2019

Intermediate

Experience in Customer Care & Billing- Telecom

10

2016

Expert

Experience in writing Functional Requirements, High Level Designs (HLD)

8

2017

Expert

Experience in ESP Scheduler

3

2017

Intermediate

Experience in Control-M

2

2017

Beginner

Project Management Experience

4

2017

Intermediate

Knowledge in Hadoop, HDFS, HIVE, PIG

1

2017

Beginner

Defect Tracking Tools – HP QC, JIRA

10

2019

Expert

Microsoft Outlook, Word, Excel, PowerPoin

13

2019

Advanced

Mule Soft (Certified)

1

2019

Beginner

SUMMARY

B.Tech with 13 years of experience in IT Industry. Working as Senior Consultant in Deloitte Consulting LLP, Florida for Health Insurance client.

13 years of experience in IBM Mainframe, COBOL, JCL, SQL, IMS DB, IMS-DC, DB2, VSAM, File Manager, Changeman, Endevor, UNIX, Informatica, Control M, ESP.

2+ year of experience in Health Insurance – Claims processing (Edit, Load, Adjudication, and Finalization).

Good knowledge on Health Insurance Claims – Professional, Institutional, Medicare, Medicaid.

Worked on various Migrations in Health Insurance industry.

2 years of experience in UNIX, Teradata and Informatica.

9 years of experience including Business Analyst, Functional Analyst, System Analyst, designing, developing, enhancing and maintaining applications in telecom industry using waterfall and agile methodology.

4 years of experience in project management, people management, project planning.

Having extensive knowledge of Telecom Domain - BSS, Billing Systems.

Having extensive knowledge of Telecom E2E Billing.

Extensive experience in Software Development and Testing that includes Impact assessment, Requirement analysis, system requirements, High Level Designs, Application Designs, coding, test scenarios & test case design, system testing, production verification and defect management.

Expertise in requirement analysis, requirement gathering, functional requirements, High Level Designs, Detail Designs.

Extensive knowledge of Waterfall & Agile Methodologies.

Having Extensive Knowledge of SDLC (Software Development Life Cycle), STLC (Software Testing Life Cycle).

Good knowledge of Defect Tracking tools Quality Center, JIRA.

Good knowledge of Traceability Matrix

Handles Quality processes and Audits.

Strong communication, collaboration & team lead skills with proficiency at grasping new technical and functional environments.

Management EXPERIENCE

Handled team of 14 resources in enhancement & support project at offshore.

Prepares Weekly & Monthly Dashboards to be shared with the stake holders.

Hosts weekly calls with the stake holders and provide weekly updates to them

Prepares monthly SLA reports and share the same with clients.

Prepares ticket data reports to check ticketing SLAs are met and share reports with the clients. Takes care of Acknowledgment, restoration & closure SLA of tickets received daily.

Conducts internal & external quality audits for tickets received in the month and prepares report to be shared with higher management.

Responsibilities include Project Management, People Management, Project Plan, Estimation, timesheets, creating status reports for the customers, hosts status calls with clients, conducting internal & external Audits within the project. Performance Appraisals of team members, SQA & PMR.

Technical Experience

Deloitte Consulting LLP, USA

Jul-2017 – Till Date

Senior Consultant (Client-Anthem) - Onshore

Domain – Health Insurance

Project – Claims Processing

Skills - Mainframes, COBOL, JCL, IMS-DB, IMS-DC, DB2, QMF, SPUFI, File-Manager, Changeman, Endevor, JIRA, SAR, Control M.

Tech Mahindra Limited

Feb 2009 – Jul 2017

Technical Lead (Client-AT&T) - Onshore

Domain – Telecom

Project – Enterprise Data Warehouse

Skills - UNIX/LINUX, Informatica, Mainframes, Teradata, SQL, Control M, ESP Scheduler

Technical Lead (Client-AT&T) - Offshore

Domain – Telecom

Project – CRIS ACCOUNTS – AT&T

Skills - COBOL, JCL, IMS-DB, IMS-DC, VSAM, DB2, Panvelet, STS, SAR, LCS, File-Aid

SME & Team Lead ( Client-AT&T) – Onshore

Domain – Telecom

Project – Unified Collections System (eTRACS Collaboration & Migration)

Skills - COBOL, JCL, IMS-DB, IMS-DC, VSAM, DB2, Panvelet, STS, SAR, LCS, File-Aid

Team Lead (Client- AT&T) - Offshore

Domain – Telecom

Project – Universal Billing, Enterprise Convergent Billing, Light Speed, Dish TV, Direct TV

Skills - COBOL, JCL, IMS-DB, DB2, Panvelet, STS, SAR, LCS, File-Aid

Software Developer (Client- AT&T) - Offshore

Domain – Telecom

Project – Customer Care & Billing AT&T

Skills - COBOL, JCL, IMS-DB, DB2, Panvelet, STS, SAR, LCS, File-Aid, Netron

Accenture

Bangalore

Dec 2006 – Jan 2009

Software Developer (Client- Bellsouth) - Offshore

Domain – Telecom

Project – South-East Billing

Skills - COBOL, JCL, IMS-DB, DB2, Panvelet, STS, SAR, LCS, File-Aid, Netron

Name of course

Board/University

Institution

Month &

Year of passing

%of Marks

B.Tech (ECE)

Kurukshetra University

N.C. college of Engineering

June-2006

70%

Senior Secondary

CBSE

Pratap Public School

March-2002

69%

Higher Secondary

CBSE

Pratap Public School

March-2000

73.2%

MuleSoft Certified Developer

Received “ASE Achievers Award” for the High Performance Delivered during my first year tenure at Accenture.

Received 2008 B.E.S.T award for Business Value in Accenture.

Rewarded by Project Manager for Successful implementation of 5 major releases.

Involved in Transition of the Project.

Received STAR PERFORMER award for delivering major releases.

Received Best Supplier Award from client AT&T.

Received Project Person of the Month award for delivering major releases.

Project: WGS-Claims – Anthem

Project Delivery Specialist (Senior Consultant)

WGS Claims deals with health insurance claims Adjudication. Claims are generated by health insurance providers and keyed into the system. Auto-Bagging Engine processes the claims and applies cost shares (Deductible, Copay, Coinsurance, Out of Pocket, Penalty, Surcharge) according to the Plan opted by the customers. All types of claims are involved – Professional, Institutional (Inpatient, Outpatient), Medicare, Medicaid.

Also, when the medical plan is created it comes into the WGS system and gets loaded in the tables to apply benefits on the claims.

Roles & Responsibilities -

As part of WGS Claims team I am involved in:

Providing technical solutions for the Mainframe applications.

Consult with business users, management, clients, and technicians to assess computing needs and system requirements.

Design Mainframe applications for client systems and develop utilizing programming language COBOL (Common Business Oriented Language) and job scheduling language JCL (Job Control Language).

Design and develop DB2 and IMS D/B databases for medical claim processing applications and ensure Structured Query Language (SQL) performance tuning using various tools.

Provide estimation and cost involved in the project.

Coordinates system integration testing (SIT)/user acceptance testing (UAT) with various teams (multiple vendor environment) including business users; SIT/UAT test plan reviews.

Worked on Agile Methodology to implement small projects in less time without any issues.

Interact with clients on daily basis to implement projects on time.

Interact with testing team to fix issues on time.

Part of daily scrum calls as product owner for production defects.

Project-2: Enterprise Datawarehouse– AT&T

Technical Lead

CRIS Accounts team deals with the processing of customer’s requests in the form of Service Orders and establishment of customer’s records in the database. Service Orders are created for the requests raised by customers and are processed in CRIS Accounts applications and provides data for customers billing i.e. providing rates for the services, CDRs, message processing and finally printing the bills for customers on monthly basis.

AT&T wanted to implement Agile Methodology in Service Orders Edit check area where Rapid Deployment was needed every month. I was made part of that team to make sure all the RDs are deployed on time without any issues.

Roles & Responsibilities -

As part of CRIS Accounts team I was involved in:

Requirement analysis with the clients.

Provide solution approach to the clients.

Provide estimation and cost involved in the project.

Worked on Agile Methodology to implement small projects in less time without any issues.

Interact with clients on daily basis to implement projects on time.

Interact with testing team to fix issues on time.

Part of daily scrum calls as product owner.

Project-3: eTRACS (Treatment and Collection System)

Functional Analyst & Project Lead

eTRACS is Enterprise Telecommunications Risk Assessment System which takes care of the customer’s treatment and collections part for all 5 regions of AT&T. eTRACS receives information from Billing systems in the form of triggers and reacts to the requests sent by billing systems. It gets data of customers who have not paid their bills on time or whose payments are bounced. eTRACS contacts those customers and encourages them to pay their bills.

When a trigger is sent to eTRACS, two different types of information are passed. First, the trigger information – what caused this account to come into eTRACS, delinquency, and bad check, disconnect. Second, a data extract is passed to eTRACS. The TRACEXTR record contains history (12 months of bill totals, past due amounts, 12 months of payments, etc.), current financials (total due, total past due, deniable due, non-deniable due, etc.), identification information (name, address, business or consumer, sales channel, concession, wireless indicator, etc.).

Roles & Responsibilities -

As part of eTRACS team I was involved in:

Business meetings with the clients.

Worked on business requirements.

Functional requirements.

Coordination with offshore team.

Reviews of application designs

Resolving queries from offshore.

Project-4: AT&T - Unified Collection System (eTRACS Collaboration & Migration)

Subject Matter Expert

UCS (Unified Collection System) is a vendor collaboration project between AT&T and eTRACS. AT&T is divided in 5 regions in USA, and eTRACS handshake made AT&T to streamline the Collection processing. At end of UCS Migration, all the Collections of AT&T will be handled by one vendor eTRACS across all regions. This is one of the most complex Projects in AT&T, as it involves retiring old Collection systems and migrating to new eTRACS system. And as only Collection system was migrate, it added the complexity as AT&T still had to continue with Customer relationship database, Billing, Mediation and newly add interfaces to various phase in the cycle to send and receive intelligent data with eTRACS.

Roles & Responsibilities -

Provided functional designs to AT&T for the migration to eTRACS.

Improvise functional approach to meet client’s expectation.

Scoped the technical solution required to address customer requirements, assessing customers’ met and unmet needs, and recommending solutions that optimize value for both the customer and AT&T.

Worked closely with the customer to draft feature requirements/ Business requirements.

Solution design demos to AT&T and clients.

Developed Interface Design, Interface Data flow, Interface data fields.

Developed System requirements High level/Low level specification documents for 2 major applications (Conversions & Service Order Update).

Lead coordination between Clients, AT&T & Offshore team.

Lead project from Design to Implementation for Front End Team.

Knowledge sessions with offshore on project, Design, Review of Code and test results.

Evaluated and suggested corrections to system test team for end to end testing of the software.

At present working on system installation, configurations, data integration, migration, and maintenance.

Project-5: CUSTOMER CARE & BILLING

SME & Team Lead

Universal Biller (UB) was a concept that came after successful “Converge Billing” project to create a platform for all AT&T regions to come together and create a single Billing platform for Enterprise Customers. This Project involved retiring little functionality, Adding new functionality, interfacing new data with UB. Major impact to this project was on Service Order processing, Order Rating & Billing system.

AT&T – Enterprise Converged Billing (EN2) Project was to target the business customers to provide AT&T ONE solution for all the AT&T Services, Like Wireline, Wireless, Internet etc. Eligible Enterprise customer gets customize bill, Loyalty Program enrollment, new contracts, one Bill for all services etc.

Major impact to this project was on Data Conversion, Service Order processing, Order Rating, Accounts Interface & Billing system.

AT&T – Light Speed internet, Dish TV, Direct TV 3 Projects were executed almost back to back. Light speed internet was AT&T’s Broadband internet. CCB Application had to manage customers applying for Internet connections alone. Or customers with wireline & internet Etc. Dish TV & Direct TV project for CCB was to allow bundling of Wireline, Internet with Dish/Direct TV.

Major impact to this project was on Data Conversion, Service Order processing, Order Rating, Accounts Interface & Billing system.

Roles & Responsibilities -

Provided functional design to AT&T with flow diagram and presentations.

Worked with UB team to understand their new application and its functionality.

Coordinated with other regions to understand their Order rating and Billing process.

Designed Solution with UB team and other regions applications.

Solution design demos to SE AT&T managers.

Developed System requirements High level/Low level specification documents for 2 major applications (Service Order Rating & Service Order Update).

Lead coordination between UB team, AT&T regions & onshore/offshore team.

Lead project from Design to Implementation for Front End Team.

Knowledge sessions with offshore on project, Design, Review of Code and test results.

Evaluated and suggested corrections to system test team for end to end testing of the software.

Software installation, configurations, data integration, migration, and maintenance.

I hereby declare that all the information furnished above is true to my knowledge and belief.

Place: Lake Mary, FL (NISHANT KAUSHIK)

SKILLS

ACADEMIC QUALIFICATIONS

ACHIEVEMENTS & REWARDS

PROJECTS UNDERTAKEN UNDERTAS:



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