Customer Support

JAVEED SHAIK

Contact: 994-***-****; E-Mail: ***********@*****.***; ***********@*****.***

Aspiring for Technical Consultant assignment ~ Project development, Support & Maintenance ~ Main Frame with an organization of high repute, can contribute skills for mutual growth and benefit

A result driven professional with over 10 years relevant experience in Support and Maintenance through Main Frame as well as Software Development, Information Architecture, Project Management, Release Management and Instructional Design.

Last associated with Tech Mahindra, Hyderabad as Tech Lead.

Leveraged skills and abilities in end-to-end project and delivery management and ensuring effective management of various resources to meet project deadlines.

Provided broad functional and technical expertise in the architecture, analysis, design, development and deployment of custom applications and/or acquisition, as well as their ongoing enhancements and support. o Proficient in front end designing, requirement analysis to system study, designing, coding, documentation and implementation.

Extensive knowledge of banking industry including Core Banking, Credit Card, Mortgage, Retail Banking, P&C Insurance etc.

Known for driving superior goals in a team environment by demonstrating friendly disposition at work and establishing a culture of knowledge sharing and learning.

Valued for driving quality and consistency throughout all phases of projects.

An effective communicator with strong analytical, problem solving and organizational abilities with proficiency at grasping new technical concepts quickly & utilizing the same in a productive manner. CORE STRENGTHS

-Application Development, Maintenance & Support - Unit / Integration Testing

- Project & Release Management - Requirement Analysis

- Defect Analysis & Solution Designing - Process Re-engineering

- Customer Relationship Management - Reporting & Documentation EMPLOYMENT HISTORY

Tech Mahindra, Hyderabad as Senior Tech Lead : October 2007-August 2019 Keane India, Hyderabad as Senior Developer: March 1998-October 2007 Key Result Areas

Accountable for setting timelines, analyzing requirements, prioritizing tasks, identifying dependencies and evaluating risks & issues as per pre-set budgets.

Overseeing the operations including completing end to end development of new requirements, writing, testing web services, conducting unit testing.

Involved in project & Release management, support and maintenance of project through IBM Mainframe (COBOL, JCL, CICS, EASYTRIEVE, VSAM, DB2, IMS, ASSEMBLER), executing core banking suite by FIS Systematic IMPACS, ST, RM, GN, ARP AND AAN.

Generating periodic dashboard, status report and presentation and reporting to the clients and higher management.

Checking operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions

Updating job knowledge by studying state-of-the-art development tools, programming techniques, and computing equipment.

Understanding and coordinating client’s needs / enhancements, customization of product accordingly and consulting with technical team to provide solutions as per the delivery schedules.

Providing creative direction with third Party Tools like CHANGE MAN, ENDEAVOR, XPEDITER, INTERTEST, FILE-AID, FILE MANAGER, SPUFI, QMF, SDSF, OPC, SAR, CA7, INFOMEN, FTP and NDM

Supporting the industry leading products, that is responsive for all kind of devices and all platforms.

Administrating and mentoring for the concepts in every stage of SDLC, prototyping and development, Windows applications.

Participating mainly in technical coordination and support as well as in design, development, and implementation of complex systems.

Working on HP Quality Centre for Test Scripts & validation and defect / incident tracker tools like QC.

Summarizing and optimizing the code to get the best possible performance. Functional Skill

Set

Technical Skill Set

- Main Frame - COBOL -JCL - CICS

- DB2 - VSAM - IMS DB - ENDEAVOR

- CHANGEMAN - FILE MANAGER - FILE-AID - - INTERTEST

- XPEDITER - ASSEMBLER - PL1 -SDF

- SAR - RDZ & RTC - Git - Oracle/ D2K

PROJECTS

KSVISA/SCOTIALINE – Credit card system

Client: The Bank of Nova Scotia

Duration: January 2016- July 2019; Role: Project Lead Languages: COBOL, JCL, CICS; Database: DB2, VSAM, IMS DB Tool: ENDEVOR, File Manager, Fail-Id, SAR, QMF, SPUFI, CA7, MQ Series, EZTRIEVE etc., RDz, Git. Overview: KS VISA/SCOTIALINE is a host-based record keeping revolving credit application that does all the major processing for revolving credit and Line of credit accounts. KS VISA is a Scotia Bank’s in-house developed credit card management system. It manages entire credit card life cycle, which include Adjudication, card setup & fulfilment and account setup, maintenance & servicing. It interacts with other internal and external applications to accomplish various activities related to a revolving credit product such as authorize the transaction, process, and post the transactions, fee processing, interest charges, print statements, embossing plastic etc. Key Result Areas

Responsible for executing entire KS application from offshore and ensure to provide 24X7 support to PROD & TEST environments for critical KS application.

Supporting the project team during the critical production issues

Resolving critical production issues within specified SLA’s, production issues by providing permanent fixes,

Managing project deliverables from offshore. Status reporting coordinate & communicate with onsite counterpart & customer on various issues.

Proficiently monitoring and deploying service now incidents and track them until closer.

Attending meetings and joining discussion with onsite/customer team, analyzing the root cause for major incidents (MI) and providing permanent solutions.

Handling follow ups for all phases of SDLC including analysis, design, development, testing & implementation for Change requests.

Involved in release management activities during the production implementations.

CITI Systematics service delivery

Client: Citi North America CBG

Duration: January 2015 – December 2015; Role : System Analyst Languages: COBOL, JCL, CICS; Database: VSAM, DB2

Tool: CHANGEMAN, Intertest, Fail-Id, QMF, SPUFI, RDz, RTC Description: The Citi Commercial and liability projects use SYSTEMATICS suite for their core banking solutions. It provides efficient solutions to address business/commercial customers day to day banking needs. Systematics has both batch and online applications for the commercial businesses. The primary goal of this project is to improve the throughput of the testing environment setup for the ongoing Commercial Liabilities compliance and enhancement project. Key Result Areas:

Supported the critical product processors for FIS products (i.e. IM, ST, RM, GN, TX, HX) and non-FIS products ARP & ARN, which include monitoring batch jobs, Analysis, find the root cause & fixing of job abends.

Upgraded product processors in line with FIS code

GO TO COMMONS (GTC) objective is to consolidate, modernize and globalize the current legacy NA system portfolio, both front-end and back-end, with the GCG-International Eclipse/EBS solution. Along with significant system consolidation, the program will implement a next generation infrastructure enabling enhanced customer service, reducing operational costs, and improving speed to market.

Executed IM/ST/RM batch execution process, new account/ customer creation process, conversant with API/ RPI/ PARMS and Dags, Accrual rates/ calculation methods & familiar with online screens of IM/ST/RM.

CITI Link – Real Estate Lending

Client: Citi Mortgage, USA

Duration: July 2011 – October 2014; Role : System Analyst Languages: COBOL, JCL, CICS; Database: VSAM, DB2

Tool: CHANGEMAN, Intertest, Expeditor, Fail-Id etc. Description: – The CLG-REL servicing development project encompasses maintenance of CITI Link system. It was host-based application that provides information which will be used to perform servicing of the mortgage loans including customer inquiries, handle of customer payments, late fee charges; Insurance premiums, taxes etc. provide various reports including investor reports. Key Result Areas:

Managed the entire operations of project including gathering project requirement, estimate, design, code and test of the product, implementation, and support of the system.

Properly communicated the requirement to the team and developed as per Citi standards.

Ensured the implementation of SDLC for all development & enhancement works.

Participated in technical discussion with onsite counter parts and provided feasible solutions.

monitored HP QC defects and track them until closure.

Executed customer communication and status reporting.

Blue Cross Blue Shield– Health Insurance

Client: BCBSLS - US

Duration: July 2010 – June 2011; Role: System Analyst Languages: COBOL, JCL; Database: VSAM, IMS DB, DB2 Tool: CHANGEMAN, Intertest, Expeditor, Fail-Id etc. Description: The Blue Cross Blue Shield of Louisiana, an US based Health Insurance company, provides affordable health insurance coverage for individuals, families, and groups. It is the largest insurance company in Baton Rouge, Louisiana and among of the largest companies in the state. The functions supported include data processing, claims processing, customer relations, provider, professional relations, and managed care. BCBSRLA has its own applications based mainly on IBM mainframe systems. The current project is carrying out regular maintenance and enhancement of the BCBSLA applications. This includes fixing of reported problem tickets, implementation of new developments, knowledge management activities and implementation of quality processes. Key Result Areas:

Understood the existing application and involved various project development activities which includes understand the project requirement, involved in estimate, design, code and unit / integration testing of the application and implementation and support of the application.

Participated in technical discussion with onsite counter parts and provided feasible solutions.

Identified and monitor the defects and track them until closure.

Reported customer communication & status.

BNZ - Core Banking solutions

Client: Bank of New Zealand

Duration: August 2008 – May 2010; Role: Consultant Languages: COBOL, JCL; Database: VSAM, DB2

Tool: CHANGEMAN, Intertest, Expeditor, Fail-Id, QMF, SPUFI Description: Bank of New Zealand is leading bank in New Zealand. It provides core banking solutions across the customers in New Zealand and Australia. The Module Branch Information System (BIS) is critical module to run the banking operation within the bank. This module provides customer and account information to the Brach offices and other interface systems. Key Result Areas:

Transferred Knowledge of critical core banking modules, involved in enhancement and maintenance work for critical core banking appli - cations, provided application support. Knowledge sharing among the team. Client communication and Issue resolutions etc.

Supported db2 related work including loading / unload of DB2 tables, create or maintain database objects etc.

Shared the application knowledge among the team members.

Investment Banking Management System

Client: Bear Stearns

Duration: Nov 2007– Jun 2008; Role: Application Support Languages: COBOL, CICS, JCL,SDF Database: VSAM, DB2 Tool: Intertest, Expeditor, Fail-Id, QMF, SPUFI

Description: The Investment Bank Management System (IBMS) is a host-based system designed to facilitate job code and time tracking administration for the Investment Banking division of Bear Stearns. It is also used to track revenue, expenses, and staffing for the division. It gives users access to the DB2 data, ability to view it in different ways and to edit, or insert the data. It allows users to view profile settings for clients, projects, deals, and bankers for Investment Banking division of Bear Stearns. Allows users to analyze revenue and expenses from variety of points like department, geographic location etc. Key Result Areas:

Worked on enhancement and maintenance type request, provide feasible solutions to the customer problems.

Supported db2 related work including loading / unload of DB2 tables, create or maintain database objects etc.

Sharing the application knowledge among the team members.

P&C Insurance

Client: Hanover Insurance

Duration: August 2005– Sept 2007; Role: Sr Developer Languages: COBOL, CICS, ASSEMBLER, JCL; Database: VSAM, GTAM, DB2 Tool: ENVEOVER, Intertest, Expeditor, Fail-Id, QMF, SPUFI, DOCUMERGE Description: The main goal of this project is converting all data, source code, business rules and business functionality from PMS v6 into PMSv4 system. This is complex project, it ensure that all data, source code should migrate to target system and process similar way as it is currently being processed in PMSv6. PMS V6 designed to shut down in near future, consolidate infrastructure and migrates to a common set of systems for all policy administration and other supporting applications. This project will specifically address Personal Lines of business on PMS V6.

Key Result Areas:

This is critical and complex development project and having high visibility from client perspective.

As a Sr member in development team, responsible for coordinate with business users, application SME’s to identify the business requirements.

Identify different components, which really require business changes.

Develop new components as per the new business rule and business functionality.

Test the new business functionality in UAT and got approval from users. Implement the changes in production.

Track the defects in defect tracking system and monitor the defects. Ensure to close the defects on timely manner.

SUPERVALUE - ASM

Client: SuperValue

Duration: Mar 2003– Jun 2005; Role: Application Support Languages: Service Desk Database: DB2,Oracle

Tool: HP ALM OS: Windows, Linux, MVS

Description: The SUPERVALU is the third largest Retailing and supply chain industry in USA. It has more than 2500 retail Stores. They are supporting all these stores by various mainframe applications including Division Accounting, Retail Pricing and Buying. The Division Accounting group will support order process, inventory reduction, billing process and invoicing to the customer. This also deals with warehouse activities like preparing routs and dispatching the routs from warehouse. This is Production Support project; this module has strict SLA’s. Contribution

Acquired application knowledge from customer from on-site. Done knowledge transfer to off-shore and executed the project from off- shore after 3 months.

It is critical 24 X 7 production support project with strict SLA deadline to meet.

As a Lead, I was responsible for resolving L1 support tickets / logs, handle customer queries etc .

Identify the bugs in the application and try to create work request and route the request to respective application.

Prepare various status reports and share with customer as well as higher management at offshore.

HSIL Glass & Ceramic – Payroll

Client: HSIL

Duration: Jan 1999– Dec 2002; Role: Developer

Languages: ORACLE D2K, PL/SQL; Database: ORACLE 8

Tool: Erwin, Todd OS: Windows

Description: The proposed Payroll system for HSIL-GLASS & CERAMICS has been designed to cater to all the functional requirements related to Payroll operations i.e. Salary/Wages, PF, ESI, Loans, Leaves, Arrears, Bonus, Income Tax etc. The developed system generates number of reports like pay slips, PF reports, Income Tax report, Bonus reports etc. This is full life cycle project, starting from requirement analysis, high level design, database design, low level design, development, testing and implementation etc. Contribution

This is the full life cycle project, i.e. Analysis / Requirement specification / Design / Coding /Testing and Installation.

Involved in developing core components done the unit / integration / system testing for those components, implemented and installed the S/W at client place.

Coordination with team members & Ensuring timely deliveries of work requests

Maintaining application and technical support and documentation.

Communicate directly with the client for analysis and implementation.

Training new resources who join the module.

SCHOLASTIC

Master of Computer Applications from Andhra University in 1996 PERSONAL DETAILS

Date of Birth: 22nd August 1973

Languages Known: English, Hindi and Telugu

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