Data Entry Customer Service

Akshi Gakhar

Address: **, ******* *****, *******, ****** Mobile: +1-647-***-**** Email: *****.******@*****.*** PROFESSIONAL EXPERIENCE

Over 12 years of Information Technology experience, including 3 years in IT Managerial position in healthcare and banking industry vertical.

Result-oriented, analytical and assertive management skills and have proven record of delivering value-added solutions through the complete software development lifecycle, and collaborating with large internal/vendor teams to achieve exemplary performance.

Technical Lead, Closing The Gap, Mississauga Sept21 – Present Management

Present in leadership meetings to highlight the problem trends, resolutions and communicate the process changes

Created a Road Map, Implementation Plan, Creating tasks and assigning deadlines and following up on daily basis

Gather and analyze requirements and Processes, identifying the gaps, resolving issues and communicating the gaps

Fostering customer relationships, question the requirements and identify the needs to the customer

Setting up processes for setting up new employees accounts in Active Directory, syncing with Dynamics CRM (2015) assigning roles and services and setting and syncing the profiles

Managing a team of 12 (8 off-shore) and assigning work, roles and building a healthy team environment

Partnering with Vendors, explaining requirements and negotiating terms/ deadlines. Analysis / Implementation

Implemented API (CHRIS XML) integration in application at Healthcare organizations for Home Health Care Centers

Gathering detail business requirement, data gathering, gap analysis and document /communicate process flows

Setting up Business Rules, Customizations, Dashboards, Advance Finds and workflows in the Microsoft Dynamics

Configure and implement the Payroll processing for providers supporting the HR team

Built and executed Order Automation for the Billing process in Dynamics CRM and coordinating with Finance team

Understand the business requirements, getting the workflows, plugins written in Dynamics CRM and registering the same with the logic explained to vendor for development (2015 on-premise)

Create User Acceptance Testing scenarios and executing them to verify the new changes from LHINs

Conduct knowledge transfer and training sessions with for the Business Users and creating documentation

Support end users with Go-Live activities (on-call) to verify issues and offer work around and solutions Quality Assurance / Release Management

Review, analyze and reporting test scenarios to QA team for system defects, upgrades and enhancements

Execute Test cases / scenarios to validate the test results conform to QA requirements

Work closely with software vendor during development and testing phases of software enhancements

Understanding the impact and risk and managing the delivery calendar and updating the release documentation Team Lead, Cority, Toronto July16 – July 19

Determine the plan to successfully launch updates and new features to increase client satisfaction by 10%

Being a bridge between the technical team and the customer service and support team in getting information in an organized way and building process, conducting meetings to get information from Technical and QA team

Coordinated with internal stakeholders to understand requirements and prioritize the backlog for efficient implementation

Train the external stakeholders on the new functionality to have a smooth transition of the new release

Supported in Application Support (Bug fixing, maintenance, SQL scripts, Deployment) in a .net, SQL, C# application

Engaged in the User Acceptance Testing and Quality Assurance and understanding of SDLC

Created web application installation/configuration documentation for purpose of training new employees reducing the training hours

IT Analyst, Skout Deals, Toronto Sept15 – July16

Managed the project of building a sales planning tool to facilitate the business launch, by aligning the HR requirements based on the inputted expansion strategy, sales hiring efficiency and employee churn Analyst, Honeywell, India Mar 13 – Feb15

Developed web based tools to managed and evaluated global training programs and controlling budgets (HCM)

Led knowledge management and managed vendors who produce the e-learning and training solutions (Sharepoint)

Responsible for managing and maintaining relationships with clients as they pertained to new enhancements, GAP analysis, monthly reporting, and current expectations.

Coordinating and consolidating the Learning Management System for the Organization Sr. System Engineer, Bank of America (BACI) Jul 08-Oct 11

Experience in Application Infrastructure Support (Banking/Finance/Fintech) for development, testing and production environments at Web / Application / Integration layers (asp.net. C#, Silverlight, SQL, IIS)

Responsible for troubleshooting, debugging bugs and reporting solutions with improvements and enhancements

Provided on call support and support to end users on complex (L2 and L3) technical and functional application issues

Excellence award for initiating, redesigning and implementing innovative practices and for reducing time taken by some redundant data entry sorting daily

‘Pride Award’ for ability to work in flexible environment and being accountable, take initiatives, find innovative solutions and provide direction

Awarded ‘Star Performer’ for increasing the competitive spirit and pushing the performance benchmark PROJECTS

Schneider Electric, India:

Conducted a survey with primary and secondary data followed by interviews to understand the “IT Shared Services” School of Inspired Leadership:

Worked on developing an online tool for executing and compiling a ‘360 degree feedback’ survey for SOIL ACADEMICS

Web Application Development 2015-2016

Humber College, Toronto, Canada

Post Graduate in Business Administration 2012-2013 School of Inspired Leadership, Gurgaon, India

Bachelor’s in Tech in Computer Science & Engineering 2004-2008 Chitkara Institute of Engineering & Technology, Punjab, India EXTRA-CURRICULAR ACTIVITIES

Working as a Peer Tutor at Humber College to help other students learn better 2015 - 2016

Actively associated with a number of NGOs teaching and mentoring 2012 - 2014

Worked as an executive member of both Technical Committee and Placement Cell in college 2004 - 2008

Executive Body President of AIESEC (International student organization) 2004 – 2008 TOOLS

JIRA, Service Desk, Top Desk (Ticket Management Tool)

MS Office (Word, PowerPoint, Excel, Visio, Project)

SQL Server

.NET framework

C# experience with Visual Studio

Github, TFS

HTML/HTML5, CSS3, jQuery, Javascript

Dynamics 2015, Dynamics 365

ITIL

Azure DevOps

Agile and Scrum Technologies

Reporting

Change Management

Vendor Management

Project Management

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