Business Analyst Application Support
Resume:
SAI AVINASH GUMMADI
Title:
Application Support Consultant
Location:
Ashburn, VA
Languages:
English(fluent), Telugu.
Experience Summary
Sai Avinash Gummadi is a Business Analyst/Application Consultant having professional experience in the software industry. He holds a master’s degree in engineering and have earned a technical Certifications. He has been engaged with different stakeholders in requirements gathering, task planning and team management activities in different projects. He has very good exposure on Oracle commerce cloud, Oracle Service management, Service NOW, JIRA, production support and ORT testing, SQL Server, MSF, JDA. Sai Avinash has worked in various domains mainly in the Telcom, Healthcare, Retail, manufacturing, and Support domains.
KEY SKILLS:
Functional:
Management and Leadership Skills
Project Management, Strategic/ Tactical Planning, Business Analysis and Development, highly satisfied and engaged with employees. And ensuring high productivity of Team Members.
Resource/ Bandwidth utilization
Grooming People Development
Ensuring high productivity of Team Members
Resource/ Bandwidth utilization
Grooming People Development
Ensuring high productivity of Team Members
Training & Development
HTML, CSS, JS, Python, React JS, Node JS, SQL Lite, Bootstrap, React Hook
Technical:
Programming Languages
MERN Stack
Web Technologies
HTML, CSS, JS, Production Support, ORT testing
Operating Systems
Windows 7,10
Databases
MySQL, SQL Server
SQL Programming Tools
Oracle SQL Developer, MySQL Workbench, Postgres
Version Control Tools
GIT/GitHub, Bitbucket, Jenkins, Git extensions
Development Process
Agile/Scrum Methodology, Scalable Agile Framework (Safe)
IDEs
Eclipse
Test & Management Tools
Rally, ServiceNow, JIRA, Chronicle, Splunk, Swagger, Deep i.o
Experience
Project 01:
Type of Industry: Manufacturing. Hopkinsville, KY
Role/Title: Application Support Consultant
Project Duration: Mar 2023 to Dec 2024
Project Description:
MSF production Support – Supporting MSF/JDA/UIBT applications.
Responsibilities:
Involved in requirement gathering and analyze user requirements for usability, workability and managing the workflow and completeness of AMS project.
Facilitated meetings with Stakeholders and involved in the process of requirement verification and validations.
Plays a key role in resolving conflicts among the stakeholders, whenever user requirements contradict with business rules, and providing solutions to the problems.
Build proficiency on business processes and provide support to the business users.
Troubleshooting system issues, fixing the customer incidents, bug fixing and responsible for creating the Root cause Analysis document for user references.
Responsible in executing design patterns and performing code reviews as per manufacturing industry standards and ensure quality product deliverables.
Handling SQL queries and stored procedures in MYSQL database.
Involved in setting up the customer User Interface and hardware components and going to provide inputs when required
Involved in setting up the customer User Interface and hardware components. and going to provide inputs when required.
Engaging with stakeholders, quality control teams and being familiar with the business process.
Coordinating and communicating directly with stakeholders and mainly responsible in sending weekly and month status reports to senior Management.
Attending meetings with various support teams in resolving the high priority customer issues within SLA and report my manager with the resolution status.
Reviewing the production tickets and provide initial analysis and steps taken to resolve the issues in the documented format to business users.
Responsible in fixing customer issues and update the resolution notes in ServiceNow portal with root cause analysis document.
Had a chance to enhance my skillset in Full Stack Development, attended training sessions on JavaScript, Node JS, React JS, Python and building web applications.
Ensure all the defects are fixed within the SLA, and make sure no complaints from customer or from business users.
Main point of contact for many teams like application support team, quality control team and other manufacturing team members in handling production defects. Ensure all the defects are fixed.
Operating Systems : Windows
Special Tools: MSF, JDA, UIBT, Server command Operations, SQL Server, XML query
Project 02:
Type of Industry: Telecommunications. Denver, CO
Role/Title: Sr. Business Analyst
Project Duration: Jan 2022 to Feb 2023
Project Description: Tech on Site project, here my role is to review, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering/development staff. Identifies, documents, reports, and tracks system issues. Supports the process of translating business needs into formal technical requirement deliverables.
Responsibilities:
Mainly responsible in Provisioning of Phone, Internet, Video & Wi-Fi services using SAT, Device Management and SOAP UI with respective to the billers like ACSR-CSG and ICOMS.
Good at analyzing system issues to create development tickets with the intent to drive total ticket volume down
Analyze Business Analysis Process Document, identify and gather user requirements and segregate them to create use cases and BAU items for development teams.
Responsible in Presenting and demonstrating production issues to the client and different teams to facilitate sessions to work towards a proper solution.
Is involved in Creation of process and solution documents to operationalize the War Room.
Proficient in handling complex queries and tools such as Splunk and SQL to pull the data and gather issue patterns/scenarios.
Maintains stream of analysis work while aiding members of the team.
Played a Subject Matter Expert on several different systems and processes, also expected to be familiar with system architecture and how each system talks to each other
Supports Business Integration team in resolving the customer escalations and provisioning the services to the customers by communicating on the War Room bridge call.
Will be attending daily stand-up meetings to provide an update on blockers and reporting the status to client manager.
Responsible in validating the Telephone number ownership using Neustar vendor portal.
Will be Coordinating with PAC team in getting the TN porting confirmation and provision the services to customers.
Will be supporting the Technician-on-site, in resolving the customer issues by provisioning the services with quick resolutions.
Worked on OSM tasks for provisioning services and closing the Service orders/Work orders for Self-Install and Pro-Install.
Will be coordinating with various teams like Business Integration, APO, PAC, Sales Support, DOJ, Voice/HSD Repair, and Video Repair for quick resolution of customer issues and provisioning services.
Responsible in provisioning the Service issues using SOAP UI.
Will be Validating the Services and the Devices assigned in BPS/SCOPE/UIM/GATEWAY.
Clean up the incorrect party of the customer from Spectrum Inventory Service Console portal
Will be validating the Provisioning codes with the Service codes to match the services as per the biller in Inventory Service Console portal.
Identify production issues based on initial analysis and work to resolve issues impacting customers
Will Report and track of Customer incidents for Service Activation
Will Support and monitor specific market roll outs
Will Support Charter team in restoring customers impacted due to known issues and approved resolution process.
Will be responsible to maintain Backlog below 10% of overall War room ticket bucket and Resolve SDP single customer issues raised via Biller Order Translator (BOT) War Room or Single Customer Issues (SCI) tickets.
Operating Systems : Windows, Linux
Special Tools: CSG Billing, HP ALM, ICOMS Biller, Oracle Service Management, Unified Service Management, Device Management, Neustar portal, BPS Provisioning System, Inventory Management Console, Object tool, Gateway ordering tool, Order Management, Service Activation Tool, SQL Developer. Soap UI, Postman, Jira. Cherwell ticketing tool, SCI tools.
Project 03:
Type of Industry: Telecommunications. St Louis, MO
Role/Title: Business Analyst
Project Duration: May 2020 to Dec 2021
Project Description:
Quota isolation &, Nextgen projects. Customer experience testing for migration of provisioning and activation system from Legacy Time Warner Cable and Bright house Network to Charter architecture. End-to-End testing with business folks from order entry to Billing. Testing involves flows like new connect, change of services, transfers, disconnect, activations by field technicians etc.
Customer experience testing for migration of provisioning and activation system from Legacy Time Warner Cable and Bright house Network to Charter architecture. End-to-End testing with business folks from order entry to Billing. Testing involves flows like new connect, change of services, transfers, disconnect, activations by field technicians etc.
Responsibilities:
Involve in requirement Analysis discussion with business stakeholders and IT customers, understanding product requirements, Impact and risk analysis.
Identify test cases for UAT and ORT (Operational Readiness testing).
Review test cases with Business and IT and make appropriate changes if required.
Working on agile environment of Scrum & Safe Methodologies and deliver the tasks on sprint basis for every three weeks and will be responsible for validating all the development work before deploying.
Knowledge on Software Development Life Cycle procedures and processes and ensures delivering the committed tasks as per industry quality standards.
Good knowledge on the business processes, and Oracle tools and has a wide repertoire of skills that spans across application flow and maintenance, Pre-prod activities.
Represent business team in defect calls and follow up on ETA for defects.
Experience in working with Quota Isolation project where it will communicate with Appointment view and pulls the quota from there and display it on Gateway calendar screen.
Also worked on Work force Xpress tool, which is also called as field service management tool which helps in creating job id and can assign a tech id for Activating the scheduled orders.
Expertise in preparing test suites for UAT and ORT and will run the test cases by recording the test results and sent it to customer to confirm business objectives
Involved in tracking the defects through Jira and service now and fixing the bugs
Test Preparation - Raise request for location, equipment’s and test resources required for UAT and ORT
Primary point of contact for Oracle Service Management (OSM) and Activation (ASAP) functionality information and is responsible for processing all the customer order failures within the shipment deadlines and ensures no inconvenience provided to customers.
Raise required applications access for test resources (Order Entry, PAC, DOJ, Field Operations) in UAT and ORT environments.
Prepare test planning deck and review with business stakeholders
Upload test cases in HP ALM through Excel plugins.
Ensure compliance to all company and business policies and make sure all open sales order having appropriate order flow.
UAT and ORT Execution - Prepare data for test cases and validate End-to-End flow
Share test data created with test resources and get approval for passing test case
Raise defect and follow-up until closure
Represent business team in defect calls and follow up on ETA for defects
Monitor and evaluate all order issues and provide Root Cause Analysis to resolve any discrepancies in production metrics and make sure accurate billing is done for all bookings.
Analyze defects to understand business impact and update launch gating flag in ALM
Prepare daily UAT/ORT test execution deck and share with business stakeholders
Travel to ORT location for field testing of services
Share test status/defect status to Project Manager on regular basis for escalations.
Involved in Creating test plan, Defects tracking for all phases of SDLC, and sending daily/weekly/monthly Status reports to Customer and Senior Management. And responsible in building & maintaining healthy customer relationships for business development
Very good understanding of order management workflow, order to cash flow, Oracle Service Management, Unified Inventory Management, and order center functionality which helps in identifying the issues very quickly.
Operating Systems : Windows, Linux
Special Tools: CSG Billing, Oracle OSM, HP ALM, ICOMS Biller, JIRA, ServiceNow, Tech Mobile, UIM, CRM, Neustar. Oracle OSM, HP ALM, ICOMS Biller, JIRA, ServiceNow, Tech Mobile, UIM, CRM, Neustar
Project 04:
Type of Industry: Telecommunications. Chicago, IL
Role/Title: Business Analyst/Support
Project Duration: Sept 2018 to April 2020
Project Description:
DT (Digital Transformation) is B2B/B2C ecommerce web application managed by Motorola Solutions Inc. which enables customers to place orders and supports various functionalities like order management, Order Status, user preferences, User registration, Notification Center, Warranty Lookup, Support applications, Admin Panel, returns, account status and services. As part of this work Motorola Solutions Inc. has requirements to analyze, design, implement new features/enhancements, fix production defects, maintain the steady state of this application by troubleshooting production issues and resolve them.
Responsibilities:
Elicit business requirements and translate them into functional and non-functional needs.
Analyze and provide solution to errors and bugs identified in the system.
Triage and tail logs using Dynatrace tool, identify the errors and bugs and fixed the widgets accordingly.
Identify the order issues in Dynatrace tool and reprocess them in product database.
Involved in Agile Project management with two-week sprint releases.
Supporting DevOps team and BI environments across all banners and handling intake items from delivery and business teams.
Applied Scrum-Agile methodology for development of project reports and successfully delivered various reports.
Worked extensively on Jira, Confluence & TestRail creating stories for sprints and Kanban boards to track the issues, backlogs, and intake items.
Managing defect triaging in JIRA and Service Now and responsible for closures.
Working with Oracle cloud commerce Application and is responsible for tracking the customer orders processed without any failures or delays.
Maintaining strong relationships with business partners, external vendors, and internal resources.
Investigate, analyze and debug the production issues raised by business users and application teams and provide the fix details in a Root cause Analysis document.
Creating a tracking sheet to track the progress made by me and my team and send it to management teams and ensures on-time delivery.
Plan and delivers the Knowledge transfer sessions to development teams and Support teams.
Mainly responsible in dealing with customer order failure issues in ecommerce application and make sure the orders are processed on-time without any errors.
Address the performance and maintenance issues within the application.
Conduct code reviews and update code changes updates to onshore & offshore developers.
Monitoring production Jobs in chronicle for c360, p360, and OCC applications, and fixes the errors occur in daily scheduling jobs.
Coordinating with Business and object edge Team to ensure all reports are running fine in production.
Coordinating with Capgemini change management team and handle the support planning and structure.
Participating in regular meetings with Client, Business Analyst & Product Managers for requirements and clarifications.
Tracking and monitoring the OCC application and ensure it is functioning properly with no outage.
Operating Systems : Windows, Linux
Special Tools: Tableau desktop, tableau reader, tableau server, Prep tool. Git, bitbucket, VS code, Jenkins.
Project 05:
Type of Industry: Telecommunications. Atlanta, GA
Role/Title: Tester/Support
Project Duration: Oct 2017 to Sept 2018
Project Description:
Dynamic collection is used by T-Mobile for collecting on customers that are past-due on their account. It communicates with Samson, CDES and TRIAD (software from FICO). Enable assessing customer risk more frequently once they have been assigned to a Collection Path. This process will increase flexibility to alter collection treatment as the customer’s risk changes thereby directly reducing cost and improving recoveries.
Responsibilities:
Create proof of concept applications for the telecom collections using open-source technologies.
Co-ordinating with Samson team and infra team in the process of initiating the collection run and checking the BAN count in deep Io.
Responsible for triaging the Defects assigned in QC, and update with proper analysis by assigning to the appropriate teams.
Experienced in Gitlab CI and Jenkins for CI and for End-to-End automation for all build and CD.
Worked in all areas of Jenkins setting up CI for new branches, build automation, plugin management and securing Jenkins and setting up master/slave configurations.
Involve in writing complex queries using SQL based on the business requirements.
Worked on CDES Application Server and mainly responsible for Bouncing the servers before triggering the Collection run, and make sure there are no issues with the consumer count in Rabbit MQ.
Checking the application logs in Splunk before and after the collection run happened, and if need we use swagger tool to send the manual payloads for events.
Used front end web development tools HTML5, CSS3, JavaScript, Bootstrap to design UI.
Work in agile environment and participated in scrum meetings, and grooming sessions.
Coordinate with offshore and onsite team for fixing critical production issues.
Monitor and fix production performance and outages.
Meet with Business teams for understanding project requirements and scope.
Identify client issues and concerns, propose appropriate solutions.
Participate in all SCRUM meetings such as Daily Scrum, Planning and Reviews.
Operating Systems : Windows, Linux
Software/Tools: Oracle SQL Developer, Bitbucket, HP Application Lifecycle Management, SoapUI, Postman, Jenkins, Rally, Confluence, Splunk, Rabbit MQ, Deep i.o.
Project 06:
Type of Industry: Healthcare. Jacksonville, FL
Role/Title: Production Support
Project Duration: May 2017 to Sept 2017
Project Description:
Blue Cross blue shield (BCBS), A Health Insurance Domain that helps to provide customers to login into their account and check their Benefits, Insurance plans, Coverage, Out of Pocket services, and Claims. And helps customers to find a doctor option and provides great Customer Experience.
Responsibilities:
Provide support for existing orgs in Salesforce including troubleshooting, fixing issues in reports and dashboards, creating enhancement requests & defects on the functionality of the org.
Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.
Created Reports & Dashboards, Custom Objects and defined lookup and master-detail relationships on the Customized objects.
Created workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement business logic.
Configured Chatter for users in company for collaboration.
Responsible for the customization of lightning components, page layouts for standard and custom objects.
Operating Systems : Windows, Linux
Software/Tools: Salesforce org, Lightening, Apex, SQL
Project 07:
Type of Industry: Retail. Baltimore, MD
Role/Title: Production Support
Project Duration: Nov 2016 to April 2017
Project Description:
First Service Networks is a multi-site facilities maintenance and repair specialist that partners with clients in industries ranging from restaurant and retail to transportation and logistics.
Responsibilities:
Learned salesforce admin roles like governing user account creation, personal information setup, password reset, Roles & Profile creation, user group creation, updating company profile, Network access setup. dashboards, creating enhancement requests & defects on the functionality of the org.
Trained in customizing standard objects accounts, contacts, opportunities, products, price books, cases, leads, campaigns, reports and dashboards.
Created new user accounts, roles, profiles and sharing settings.
Involved in setting up field level access for each custom object created based on the user's role within the organization.
Learned and created field & page layout customization for the standard objects like Account, contact, Leads.
Created pick lists, dependent pick lists, validation and formula fields.
Operating Systems : Windows, Linux
Software/Tools: Salesforce org, Lightening, Apex, SQL Workbench.
Training and Seminars:
Received Bootcamp Training certificate from Digital Crafts organized by Capgemini America Inc. in November 2017.
Received certificate in “MOBILE APPLICATIONS USING ANDROID” organized by the Department of Computer Applications, Andhra university in August 2012.
Certifications & Achievements:
Certified Salesforce Administrator. Certification Number: 1698935 issued on March 16, 2017.
Certified Salesforce Platform Developer-1. Certification Number: 17013707 issued on March 21 2017.
Certified Agile Software Development. Verify @ https://www.coursera.org/verify/L3Z4XKFRXJSB
AWS Certified Associate Developer. Validation Number W87RP8VJEJ1QQ6GS
Intro to Databases, Python Foundations, Bootstrap, JavaScript Essentials, Responsive Web designs, Dynamic web designs, Static Web design, GIT, Command Line Certified Course Completions.
Attending Training Sessions on Node JS and React JS.
Higher Education:
University of Bridgeport – 3.2GPA (Master’s)
Jawaharlal Nehru Technological University – 3.8 GPA (Undergrad)
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