Energy Center Service Representative

JAGDEEP SINGH

Email: *******.*********@*****.***

Mobile: +968-********

Summary

Performance-driven and detail-oriented OSS/BSS System Analyst adept at optimizing business process and procedures, data analytics, conduction cost/benefit analysis, and completing detailed report. I have extensive vacation work experience (over 10 years) in the Telecommunication and IT industries, giving me varied skills and Knowledge of IT Domains, Business Processes and Functions as well as the ability to work with many different types of people. Committed to conducting in-depth analysis, designing procedures, and simplifying work.

Professional Summary:

Data Analytics in Utilities along will building Grafana Dashboards

Capable of analyzing a wide range of business needs in highly complex industries

Exposure in configuring and working with Windows OS, IIS, Outlook with CRM (CSI customized-CRM Platform application) and stack completion certification of “Microsoft Dynamics 365 (CRM) Workflows Mastery Course” and

“Customizing and Administering Microsoft Dynamics CRM”

Full knowledge and experience in Software Development Life Cycle, Waterfall, Agile and Scrum methodology Core Competency Technical Competency Functional Competency Process Management 1. Business Analysis

2. Client Relationship

Management

3. Software Project

Management

4. CIP enablement

1. Framework

2. Web API

3. SQL

4. Grafana dashboard

5. Utilities and Smart

Metering

1. Project Management

2. Team Management

3. Client Management

4. Team Building and

Mentoring

1. ITIL Certified

Professional Experience

Lead Data Analytics - National Energy Center- Utilities Dec2020 – Present

- Creation Grafana dashboards and integration with SQL Database tables.

- Deployment of automation scripts on SQL Server Management Studio

- Applying cleaning method on the data, filling up gaps in data and standardizing the data in terms of different definitions and mappings used among different sources of data

- Enablement in smart metering and Utilities CCB billings IT Process and Analytics Consultant Ooredoo Oman- Managed Services June 2017 – Aril 2020 (3 years)

- Lead and manage life-cycle strategy for acquisition, engagement & optimization of the CSI customized application plat formed on Oracle CRM and other OSS/BSS application

- Auditing manages service and other operation vendors’ performance against their agreed contact.

- Involved in Functional Testing, Regression Testing. Preparing the automation testing scripts for the requirements.

- Overall ownership for Incident Management, Event management, Change Management, and Problem Management Processes and for championing the activities of the section across organization & technology. SOC Lead & Project Analyst at Ooredoo Kuwait

April 2015 – June 2017 (2 years)

- Leading Operation Fulfilment section and associated staff to assure design, implement, monitor and audit, analyze and improve operational processes related to Operation phase of service creation life cycle.

- Manage, control and organize different IT Services & Systems Operations sub-departments to achieve the proper and smooth operations on 24/7 basis.

- Interacting with customer, service providers, Technical vendors, and field support to troubleshoot and resolve the incident.

- Own event, Incident, and Problem management process across the organization according to the agreed and communicated SLA & OLA.

- Handle all subscribers base issues related to technology Dep. (30,000,000 Subscribers).

- Implement the daily Billing & Charging Changes.

Sr. Technical - Business Analyst Tech Mahindra Chandigarh – AT&T Project May 2014 – March 2015 (1 year)

- Engage client to gather software requirements/business rules, and ensure alignment with development teams

- Facilitate, coordinate, participate in workshops/walkthroughs related to various project deliverables,

- Negotiate and ensure correctness of business requirements

- Develop system requirements specification documents

- Negotiate alignment of system requirements between interface teams

- Draft and maintain business requirements and align them with functional and technical requirements. NOC Engineer-SOC Operations at DU Dubai

Dec 2012 - Nov 2013 (1 years)

- 24X7 Service Operations.

- Incident and Problem Management.

- Monthly root back up : Handling of Tape movements on 1st of Every month.

- Service Testing and Trouble shoot:

- Additional Job support to Internal customers like Call Center Helpdesk, Wataniya Branches, VAS, IN, Provisioning, System support, Network Admn, Network Engineering, Web support departments for testing, checking system and trouble shooting. Technical Support Associative at Tech Mahindra Chandigarh – AT&T Project Jan 2011 - Dec 2012 (2 years)

- Manage the monthly printing and mailing activities for Vodafone Egypt Billing Cycles.

- Error Correction & Error Analysis using Error Correction Procedures, various tools,

- applications and ticketing systems along with knowledge of Telecom and GSM.

- Resolving Critical, Escalated, and Severity tickets on priority basis.

- Changing the status of the SIM based on the Customer Service Representative requirements. Certificates & Training:

Technical:

- Certificate of completion for "Microsoft Dynamics 365 (CRM) Workflows Mastery Course"

- Certificate of completion for "Customizing and Administering Microsoft Dynamics CRM"

- ITIL Foundation for IT Service Management (V3) certified

- JSP oracle Training . -

- CCNA 6-month Training.

- SQL/PSQL Training.

Platforms, Tools, and Applications

- BSCS_iX Charging System (Billing & Rating), Provisioning, Collection and Payments interfaces and applications.

- Remedy BMC, HP products & packages as well as Call Center interfaces and Back-End support.

- CRM applications (Siebel) & ERP Applications (Oracle Suite).

- Data Analytics tools and Grafana dashboard

Education

Master of Computer application 2012-2015

Post-Graduate Diploma in Computer Applications 2011-2012 Bachelors of Computer Application 2007 - 2010

Grade: V. Good

Languages Interests

Punjabi: (Native) - Reading

English: (Professional working proficiency) - Technology

Hindi: (Fair)

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