Bpo Engineer

A competent AWS professional, recently skilled and equipped with AWS services EC2, S3, Migration with an overall experience of 10+ years at ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction, targeting senior level assignments in Business Process Operations / Cloud Computing / Cloud Migration/ Project Management

Profile Summary

~ Customer Service Delivery

~ Training & Development

~ Operations Management

~ SLA Management

~ EC2, ECS, Docker,S3

~ Workload Migration

~ Auto load balancing

~ Project Management

~ ITIL

Offering over 11+ years of diverse experience in managing the entire gamut of Customer Service Operations, Client Servicing and emerging into Cloud Computing

Skilled in coordinating with clients for running successful migration of services/application to AWS and experience of implementing services on EC2, ECS deployment.

Resourceful at maintaining relationships with clients to achieve quality product and service norms by resolving their service related critical issues

Hands-on experience in driving in-house Projects to meet the requirements of the stake holders and to ease the working of the quality team

Excellent communication skills with proven decision making and analytical capabilities, that have been put to good use in effectively resolving problems and promoting a positive work environment

IT Skills

AWS Services: Ec2, Elastic beanstalk, EBS, VPC, RDS, S3, Glacier, IAM, Cloud Front, Cloud Watch, Cloud Trail, Cloud Formation, Lambda, Route53, SNS, SQS, API Gateway, Code Pipeline, Code Build, Code Deploy etc

Basic Network & Hardware

Organizational Experience

Apr’20 – Nov-’20 with Congruent Infotech Pvt Ltd, Chennai

Apr’20 –Nov’20 Lead Cloud Engineer (EC2, ECS/Docker containers, S3)

Key Result Areas:

Handled a team of 4 Cloud engineers and coordinated with Dev Ops engineers to meet the requirements of the client

Domain based design / micro-services development on cloud computing platform like AWS

Critically evaluate information gathered from multiple sources, reconcile concepts and distinguish user requests from the underlying true needs

Drive and challenge business units on the requirements of how they will successfully execute their plans

Develop requirements specifications according to standard templates

Write knowledge base articles and runbooks for commonly asked questions or frequently reported issues, including root cause analysis (RCA)

Experience in designing cloud models for RSA Archer GRC for business continuity.

Use JIRA & SIM tools for tracking the incidents and work towards the timely resolution to ensure SLA and maintain the Knowledge based documents.

Monitoring daily deliverables of maintaining accuracy of employee details through SQL and S3

Performed End-user testing and smoke testing.

Dec’16 – Apr ’20 with DA Technology, Chennai

Nov’18 – Apr ‘20 Cloud Engineer (Migration, EC2, ECS/Docker containers, S3)

Key Result Areas:

Hands-on experience on implementing Cloud Solutions using various AWS Services including EC2, S3, EBS and ECS

VM import, Live migration, DB migration

Good knowledge on Application Migrations and Data Migrations from On-Premise to AWs Cloud.

Worked on Infrastructure with Docker Containerization

Deployed Microservices, including provisioning AWS environments using ECS

Hands-on experience on Architecting and securing the Infrastructure on AWS using IAM, API Gateway, Cloud Tail, Cloud Watch, Config, Security Groups etc.

Experience in designing cloud models for Infrastructure-as-a-service(Iaas),Platform-as-a-service(Paas), and Software-as-a-Service(Saas).

Good Knowledge of Windows Servers, Linux and Cent OS

Used scripting languages like Python and Configuration Management tools Ansible, AWS SSM and WebService like AWS

Developed Ansible Playbook to Manage Systems Configuration

Deployed Microservices, including provisioning AWS environments using ECS and ansible play book & SSM

Designing and deploying scalable, highly available, Secured and fault tolerant systems on AWS

Lift and Shift of an existing on-premises application to AWS

Selecting the appropriate AWS service based on data, Compute, database or Security requirements.

Identifying appropriate use of AWS Architectural best practices

Estimating AWs costs and identifying cost control mechanisms.

Ability to Identify the Gaps in the requirement and report to the Project Team, before it escapes to the next phase

Preparation and generation of Effective Test Cases supplemented with proper Test

Data Effective Test Plan to meet the deadlines almost in all cases.

Design and execute Run Plan along with a Mitigation Plan for expected risks

Dec’16 –Nov'18 Assistant Manager (Project Management & Quality)

Key Result Areas:

Introduced improvement and conduct training based on defect analysis.

Reporting and Data Analysis: Developed Weekly and Monthly reports to showcase Process Data.

Communication training/coaching was provided to the agents on regular basis.

Administered standards for various operational areas for International call centre; implemented Various Recruitment systems & procedures to facilitate a high-quality Client experience, while adhering to the JD provided by the Client.

Coordinating with the Stake Holders for transition of newly identified projects

Creating the project tracker and scheduling the resources to complete the transition within the timeline

Coordination with the IT team for successful implementation of the project and ensure the function of the same.

Gathering requirements and feedback from Stake holders requirements from time to time and ensure that the same is implemented

Communicating between the technical team and the stake holders on the requirements.

Sep’13 – Jul’16 with Matrimony.com, Chennai

Apr’15 – Jul’16 Associate Manager (Quality Service)

Sep’13 – Mar’15 Senior Executive (Quality Service)

Key Result Areas:

Administered quality standards for various operational areas; implemented quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLAs

Monitored overall functioning of process, identified improvement areas and implemented adequate measures to maximize customer satisfaction level; ensured inventory management & revenue generation by meeting the SLA

Spearheaded service operations for rendering and achieving quality services; provided first line customer support by answering queries & resolving issues; ensured minimum TAT

Trained and explained complex processes to end users in a clear and concise manner; created training manuals targeted at resolving customer issues after identification of inefficiencies and made recommendations for process improvements

Led customer service operations inclusive of implementing short / long term plans; coordinated with team with focus on excelling business targets & service delivery metrics

Highlights:

Promoted from Senior Executive to Associate Manager within 15 months duration

Led a team of 6 members and successfully managed Relationship Managers, Customer Relations Managers and State Head at PAN India level in multiple locations

Framed and implemented the centralized procedure for Pan India and trained accordingly

Tracked and maintained performance report of 350 + Relationship Managers, reporting at a dotted matrix

Coordinated with the IT department to establish the centralized procedure and thereby implementing on intranet

Previous Experience

Academic Details

B.Tech. in Electrical and Electronics Engineering from Sridevi Women’s Engineering College (affiliated to JNTU University), Hyderabad

12th from MNR Junior College, Hyderabad (Intermediate Board of Education)

10th from St. Ann’s High School, Hyderabad

BHAVANA YARLAGADDA

Contact: 073********

E-Mail: **.*******@*****.***

May’10 – May’12 with Easy Journey Solutions, Chennai as Quality Analyst (International BPO)

Apr’08 – Apr’10 with Brigade Corporation, Hyderabad as Technical Support Executive(International BPO)

Languages Known: English, Hindi, Tamil and Telugu

Languages Known: English, Hindi, Tamil and Telugu

Address: 62 -11-523, 16th Wars, Kattavari street, 7th lane,Old Guntur, Near NTR Buststand Guntur, Andhra Pradesh- 522001

Personal Details

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