ISHA SARDANA

Software Engineer

I am a Software Engineer and have 3 years of experience in the IT industry. I have always wanted to work in a competitive environment where my potentials are best put to use and I can get multiple opportunities to exhibit my talent. I am a team player who can shoulder responsibilities effectively while being resourceful, innovative and flexible.

I also possess 3+ years of teaching experience and have been trained in more than 100 hours of various teaching methodologies like design thinking, creative thinking, experiential learning, child psychology, storytelling, classroom management etc.

PROFILE

Gender: Female

Nationality: Indian

Marital Status: Married

Languages

Known: English

Work Authorizationin US: Yes

Permanent Resident

CONTACT

PHONE:

858-***-****

858-***-****(Alternate)

EMAIL:

adured@r.postjobfree.com

EDUCATION

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY (Year 2004 to 2008)

B. TECH (Information Technology)

SPRINGDALES SCHOOL (Till Year 2004)

Central Board of Secondary Education

WORK EXPERIENCE

Organization: Spectrum Community Solutions (Charter Communications) San Diego (Since November 2022 till date)

Experience doing live customer support by phone and chat

Trained on various tools like Agent OS, Channel troubleshooting tools, scope signal tools, emulators for remotes and tv guides and various other tools to troubleshoot Internet and cable box issues

Actively listening to customers, understanding their issues, and effectively communicating written and verbal solutions

Trained on effectively troubleshooting Internet issues, resolving various error codes and maximising usage of company tools and knowledge to provide an enriching customer experience.

Organization: Computer Sciences Corporation India Pvt. Ltd (Year 2008 to 2010)

Projects Involved

1.Quality Management System Deployment

Key Responsibility Areas :

Organizing training programs, coaching and mentoring for the QMR’s to raise the level of awareness, knowledge and skill of staff performing quality functions that provide confidence to our customers in our product and service delivery capabilities.

Determine Quality Plan, Quality Objectives of different product lines and Ensuring Quality of data produced on production floor is within acceptable quality levels.

Creation of Account Operational Manuals for accounts and necessary process and procedures documents required by the team to carry out day to day activities

Reviewing artifacts to acceptable QA/technical standards set for project.

Monitoring various operations reports and SLA trend through automated tools and raise the alarm accordingly to the managements.

Ensure that good practices captured either locally or elsewhere, are communicated to the QM and appropriate line of manager.

Deploying the Global Infrastructure Services (GIS) KPI/Metrics Project.

Introduced Balanced Scorecard approach to monitor process maturity in GIS.

Developed a KPI/ Metrics driven framework to monitor the operational performance of GIS by introducing Target Driven Scorecard / Performance Dashboard thereby running Service Improvement Plan (SIP)

QMS Deployment Dashboard prepared and shared with Sr. Management that provides a snapshot of the QMS health of a Department / Product line.

Extensive experience in Deploying ITIL framework within Operational Teams.

2.Audit Management

While working on to apply strategic risk based assessment of management controls, Got extensive experience in conducting Internal audits (QMS Audits and Process Assessments) to identify non-conformities relating to product & process for Operational teams & Project Management group.Key Responsibility Areas:-

Operational and PM Audit Management

To make a Internal Quality Audit Plan within the organization under key consideration of:

System, and Process Audit

Audit Objective/Scope, Responsibilities, Resources and Procedures

To Implement the Internal Audit Programme

Training and/or evaluating the competence of the Internal Auditors

Assigning Auditors/ Audit Teams

Directing Audit Activities

Recording result of Audit

Monitoring and reviewing the Programme, Including:

Review of identified non-conformities

Opportunities of Improvement

Closure of the program, including:

Audit report (in the form of OCR, Operating Capability Report)

Proposed/agreed corrective or preventive action with agreed closing date and responsibilities

Closing of Audit after verification of completion of proposed/agreed actions (in the form of OFI)

Creation of PM Audit Status Dashboard and conducting reviews with the Project Managers and Audit Management team to update them on Status of PM Audits on a monthly basis.

3.Resource Management for Business Excellence

Managing & Tracking Utilization, Billability & Leave Records of Resources in Business Excellence - Process & Quality.

Tracking of Skill sets, Tn Is & Utilization of Resources through GDRM (Global Demand & Resource Management) tool.

Developing WFP (Work Force Planning) & P&A (Project & Allocation) reports for Process & Quality team.

Managing end to end process of Hiring a Resource.

4.Documentation Management

In depth understanding of Document Management and Control Process, aware of the standard templates and create quality documentation in-line with the process and playing the role of Document Manager for a region.

Imparting training to the new joinees on Documentation Management and provide the escalated support for Document Management related issues

5.Technical Support

Provided the IT Infrastructure System Support on technologies IBM AIX Operating System, Patrol, JDK.

The hardware support for IBM model type’s p610, p630, p650, p670, p690, pSeries etc.

AIX trouble shooting for page outs.

Patching, Microcode upgrades

AIX system console management

Organization: Merino Services Limited, Delhi India (Year 2010 to 2012)

Quality analyst

Ensuring that the end product or service is of high quality and thus assuring a better user experience.

All expected scenarios testing and handling appropriately and checking using various quality tools to ensure a bug free application.

Quality assessment and evaluation and quality exploration.

Scenario-based methods examine software architecture in the context of a set of scenarios, although the ways that scenarios are elicited and used vary.

Organization: Delhi Public School, Hyderabad India (Year 2019 to 2022)

Have used innovative teaching methods and materials to help students learn.

Tailored classroom lessons to meet the needs of different students’ learning.

Established and communicated clear objectives for all educational activities.

Encouraged learning through diverse strategies.

Planned activities that provided students with opportunities to observe, question and investigate a variety of educational topics.

Used technology to enhance student learning through various apps and tools.

SKILLS

Strong Verbal Communication

Presentation software

Learning strategies

Instructing and monitoring

Decision-making

Curriculum learning development

Performance Metrics

Classroom Management

OTHER ROLES

Led and guided mentor staff with training and planning events

Assisted Coordinator and Graduate Assistant with program marketing (during teaching)

Took part in a number of dance events

Contact this candidate