Radhika Thannickal

Basking Ridge, NJ ***** • 908-***-**** • adipkg@r.postjobfree.com

SAFe Agilist, SAFe Scrum Master, SAFe POPM and PSM1 Certified Senior Analyst experience primarily in the education, insurance and telecom sectors. Deep background in defining rules and executing business requirements and implementation in a fast-paced environment.

SKILLS

•Agile methodologies

•Strong Development background

•Business Analysis

•Design Applications

•Define Specifications

•Analyze Incidents

•Problem Solving

•Team Player

•Resolve Incidents

•Great Communication skills

EXPERIENCE

Pyramid Consulting Inc, Client :Verizon,Piscataway,NJ Dec 2019 – Nov 2020

Business Analyst

Verizon, one of the large global telecommunications company is currently transforming their online digital business. Verizon's managed services portfolio uses artificial intelligence (AI) to improve the customer experience for its business customers, an approach to create the managed service by combining AI with a human touch. The telco's "Digital Customer Experience" (Digital CX) blends the artificial intelligence information with human interaction to help business customers solve problems with their end users. The use of AI and chat bots are becoming more prevalent across retail websites as a means to both solve problems and engage with potential customers. My Verizon Mobile/Web Chabot is an automated chat assistant program for Verizon Wireless customers to have an enhanced customer experience to self-serve transactions like View Bill, International travel plan, Promise to pay etc. using Google Cloud’s Contact Center AI (Artificial Intelligence) that serve customers better with AI that talks, understands, and interacts. Mobile First Chabot caters to on an average 300k customers daily which helps Verizon reduce their costs on customer support expenditure and also provides fast self-service to customer in real time.

Working as a part of the chatbot team in building conversational experiences for customers in the mobile app and online.

Work closely with Google and leveraged their Contact Center AI (CCAI)

model and using Dialogflow, the world-class development suite for building natural and rich

conversational experiences across multiple channels.

Worked with Business in gathering requirements, creating user stories, play the role of the scrum master to facilitate grooming calls with the dev team, and coordinating with different teams in delivering the flows.

Tracked stories from inception to delivery on Jira and contributing to delivering crucial / milestone requirements related to COVID in record time.

Some of the Key uses cases worked/working on include International Travel, Promise to Pay, Bill Explanations / Discount & Credits / Dispute.

Participates in DTPS and grooming sessions to follow up on stories scheduled for the Enterprise and (ER) and Monthly Releases (MR)

Conducts team level DTPs and retrospectives to track and align the US and Issues

Work with the Front Door BA team to bring the Business stories to the internal dashboard and track them on Kanban for creating reports for upper management

Conduct weekly analysis session with the Google team to analyze issues and address them in timely manner

Created and maintained Confluence page which holds all the relevant information on the use cases delivered.

Handle use cases related to International Calling, international travel, Promise to Pay, Bill Flow .

Constantly and continuously work with the Predictive modelling team to customize and improve the bill flow experience based on their feedback and transcript analysis.

AIG, Berkeley Heights, NJ - Senior Programmer Analyst June 2015 – March 2019

AIG Berkeley Heights, NJ - Contractor (Company Diversant Inc) Feb2007 – June 2015

Business Analysis

Worked with SMEs and business on clarifications of requirements and Issues

•Coordinated with stakeholders and development team on the launch of new releases.

•Used Kanban and daily standups to sync up the workflow

•Reported status updates including progress, incidents, action items and more.

Worked closely with project owner / business in backlog management and continuous delivery of features in the monthly sprints / releases.

Managed to address Issues to ensure delivery was compliant with scope commitment through daily stand ups, clarifying / prioritizing issues, checked progress using JIRA / Kanban /HP ALM Quality center

Reviewed the enhancement stories with the team and created tasks (Dev / QA) and follow it through

L3 Production support

Worked in both property and casualty ( P & C) lines of business,especially in policy core as the primary point of contact on the production support team in working with various teams to address the incoming issues in accurate and timely manner, to run Business As Usual (BAU)

Responsible for doing impact analysis and run SQL queries to get the affected policy list for the business to review

Followed through the fixes delivered by dev team and other teams and made sure they are synced in the CI/CD pipeline through GIT repository

Functioned as the bridge between business units and IT.

Assessed where failures were occurring in either the old system or database or in the new application and worked with the data migration team to resolve the issues.

Part of L3 scrum team which achieved a major milestone by reducing the bugs from few hundreds to less than 100 within a year

Development

Responsible for loading data provided by business into lookup using liquibase and run deploy scripts to update the data.

Develop and upgrade modules to be incorporated into insurance management applications in Java /J2EE environment

• Worked on highly visible projects, highlights as follows:

High Net Worth Client and ePremier Applications on Common Integrated Platform (CIP)

•Implemented the specifications and created the UI structure to address user stories.

•Analyzed processes and worked closely with quality assurance to ensure data and response mapping are aligned.

•Worked with SMEs and Business to clarify issues and requirements.

•Partnered with devops team to create and maintain different releases and updates with tools such as TomCat on the AWS cloud and GIT for the sync in the CI/CD pipeline.

•Addressed immediate issues by coding hot fix patches, and by prioritizing incident tickets.

Agency Upload System

•Created and maintained a Java-based insurance application that provides authentication and quote creation for the electronic private client group.

•Improved efficiency with proper XML parsing.

•Created a seamless login from the agency management system with a single sign on process.

•Identified missing input values and in the case of incomplete or upload failure notified user of error(s).

Subex Technologies, Piscataway,NJ

AT&T, Florham Park, NJ August 2004 - February 2007

Developer for EGloBES (Electronic Global Bid Evaluation System)

•Tasked with designing and implementing cost and pricing module functions.

•Maintained Java interface on WebLogic to extract bids from the GCSM system.

•Created and deployed tools through Java webstart/POI/Sax Parser.

•Conceived and developed driver files in XML to run in the offline mode.

•Built and maintained ANT scripts that assisted the client data conversion tool.

•Reduced the number of memory leaks in the database by analyzing the code and eliminating any dangling connections.

•Improved the integrity of the database and decreased its growth by automating a database cleaning process to identify incomplete entries and to remove them daily.

•Researched technologies such as Hibernate, Spring, Struts framework and recommended which to use in in each scenario.

Anthem Technologies, Old Bridge, NJ September 2000 - August 2004

Consultant at Client locations / projects below:

OnProject Inc – Cedar Knolls, NJ

•OnSchedule -Key Date Management System

IBM Global Services – Middletown, NJ

•Web Sablime Reporting System

AT&T – Middletown, NJ

•AISE Partial Interface System

Aviation Software Development Consultancy –ASDC

Singapore Airlines – Singapore November 1997 - June 2000

•Expatriate Captain Recruitment System for Singapore Airlines

•General Crew Declaration System for Singapore Airlines

EDUCATION

S.F.R College, Sivakasi, Madurai Kamraj University,India

Bachelor of Computer Science(B.Sc) (1990-1993)

SeethaLakshmi Ramaswami College, Bharathidasan University, India

Master of Computer Science (M.Sc) (1993-1995)

Indian Institute of Technology –Chennai, India (1995-1997)

System’s Trainee – A two years training program

TECHNICAL SKILLS

LANGUAGES: Micro Services, J2EE / Java,Spring /Hibernate, OpenL, Liquibase /Oracle, COBOL

DEVELOPMENT TOOLS: Google Dialogflow, Google clouds CCAI - Contact Center AI,Miro,Visio,draw.io, SQL Navigator, JDeveloper, Eclipse, Erwin, XML Spy, Visual Interdev, MS Front Page, GITs, Mercurial, Splunk, AWS Cloud, Gits/Gits Hub, HP ALM QC tracking, OpenL, JIRA,Kanban, SOAP API, JDBC API, JQuery

WEB SERVER: WebSphere, TomCat/Apache and Microsoft IIS

OPERATING SYSTEMS: Windows, LINUX, UNIX (HP-UX, SunOS)

DATABASE APPLICATIONS: Oracle, MS-Access,Excel

CERTIFICATION :

Certified Scrum Master (Professional Scrum master certification PSM1 from scrum.org)

SAFe 5 Agilist (Leading SAFe) certificate no : 990*****-****

SAFe 5Scrum Master (SSM) certificate no : 386*****-****

SAFe 5 POPM certificate no : 676*****-****

LinkedIn : https://www.linkedin.com/in/radhika-thannickal-584a25/

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