Software Development Management Coordinator

About Me:

Accomplished, Results Oriented Incident Management coordinator with experience in all aspects of IMB support, including managing and incorporate daily, weekly and monthly reports. Manage current ServiceNow ticketing system. Understanding Software Development Life Cycle (SDLC) include interpreting business needs, creating plans, writing functional specifications, creating test cases, designing application mockups, and developing system analysis reports. Also, I have experience in ServiceNow platform, Selenium, Test Complete, Jenkins and Entellitrak (COTS product). I am a versatile, resourceful and results-oriented business and technology professional with progressive experience and exemplary qualifications in a variety of projects and programs. I am a highly analytical, hardworking professional with excellent interpersonal communication skills.

Core Competencies:

Provide IMB morning reports (aged tickets and ticket counts) to upper management within the State Department, including WAR report.

Provide Daily IM Shift Report to State Department management team.

Incorporate weekly and monthly ticket categorization summary report to DSS OPS Management. Daily work includes ticket categorization, mange IMB email inbox, providing updates and coordinating any Major Event Tickets, providing follow-up emails and attending government requests.

Customer service professional, specializing in creating, analyzing, and monitoring Incident tickets.

Provide training for new employees.

Experience in writing and maintaining the Requirement Definition Document that included Business Requirements (BRD) and Functional Requirements (FRD), Use cases and UML Diagrams.

Facilitates meetings with customers to gather document requirements and explore potential solutions.

Work extensively with the team to meet business requirements, create prototypes and analyze workflow.

Experience in Waterfall Model, Agile SCRUM Development.

Expertise in conducting Joint Application Development sessions (JAD).

Extensive Knowledge of software testing methodologies and quality assurance principles, procedures and standards.

Experience in maintaining CMMI and ISO 9001 standard processes.

Expertise in analyzing business requirements, system requirements and functional requirement specification and developing system plan, test strategies, and test cases.

Extensive Experience in various Governments, Private and Financial application development.

Experience in Section 508 Compliance testing using JAWS.

Expertise in creating functional specifications, and data flow diagrams.

Involved in creating and maintaining Requirements Traceability Matrix and performing GAP analysis

Conducted User Acceptance Testing (UAT). Performing early analysis of existing systems to help define integrations.

Experience in Requirement Management and Test Management tools ALM (Application Life Cycle Management), JIRA, Serena and Bugzilla.

Experience in COTS product testing, including API testing using Swagger

Experience in writing and executing SQL queries for data verification, data validation and data integrity.

Experience in Software Configuration Management and Version Control

Expertise in conducting Peer Reviews, Technical Reviews and procedure Walkthroughs.

Attention to detail, self-motivation, personable, multi-focused and ability to meet project milestones and deliverable dates.

Extensive experience working on MS Visio, Excel, Power point, Word, Access and Outlook

Tools and Technical Skills:

Methodologies

Agile (SCRUM), Waterfall development methodologies

Business Modeling Tools

ServiceNow, JIRA, PowerBI, Confluence, MS Visio, MS Office, PowerPoint

Databases

SQL Server

Operating System

Windows, Mac

Web Browser

Microsoft Internet Explorer, Google Chrome, Mozilla Firefox.

Applications/Testing Tools

Microsoft Office Suite, Serena, HP ALM (Application Life Cycle Management), JIRA, Selenium, TestComplete, Jenkins, ASM policy rules, etc.

508 Compliance Tool

JAWS, WAVE

Certification

ITIL 4

Professional Experience:

GDIT, Arlington, VA 12/1/2021 – Present

Role: Incident Management Coordinator

Responsibilities:

The Aged Ticket Report summary displays the aged tickets from ServiceNow. They are CCS (Customer Consolidated Service) tickets that have not been updated in 3 business days.

DSS Daily Ticket Count report shows the tickets and tasks that are currently “In Progress or On Hold”, including tickets and tasks that have been resolved the previous day.

Work on ServiceNow to maintain customer outage issues, including coordinating with DOS IT Service Center tech and user to resolve the issue. I also communicate with a bigger audience regarding any major events, including coordinating or attending meetings.

Provide OSS report using PowerBI every day by noon it shows how many requests, incidents, and tasks were completed by OSS team.

Assist and provide WAR report to government GTM every Thursday which summarizes any major issues or from Thursday to Wednesday, including CCS/OSS tickets and MET updates.

Provide ticket categorization summary every Friday and at the end of month to the management team.

At the end of each day, I also provide new internal Major Event Tickets (MET) and FYSA, including cause of outage or issues with resolution. This report includes any government request, outstanding issues or events.

Responsible for creating problem records.

Manage all the incident records in the Incident Management Dashboard.

Creates Project Tasks associated with the Incident records for the root cause and resolution information purpose.

Communicates with the techs, engineers, Service Desk Analyst, etc.

Attend team meetings for Incident Management in Endpoint Contract Bridge.

Responsible for leading weekly CCS (Customer Consolidated Service) review meetings, including sending the meeting agenda, invitation, meeting minutes.

Responsible for creating, coordinating and leading the weekly IM WAR review meeting with the team members.

Attend DSS Daily Operation Call meeting and present the daily update from IM dashboard.

Responsible for updating IM Weekly statistics in (WOR) Weekly Operation Report in SharePoint.

DVS (Directviz Solutions, LLC), Vienna, VA 12/3/2018 – 11/30/2021

Role: Incident Management Coordinator

Responsibilities:

The Aged Ticket Report summary displays the aged tickets from ServiceNow. They are CCS tickets that have not been updated in 3 business days.

DSS Daily Ticket Count report shows the tickets and tasks that are currently “In Progress or On Hold”, including tickets and tasks that have been resolved the previous day.

Worked on REMEDY to maintain customer outage issues, including ticketing DOS IT Service System. Currently those REMEDY work are performed through ServiceNow. It became an essential tool for IMB, IT Service Center and management.

Provide OSS report every day by noon it shows how many requests, incidents, and tasks were completed by OSS team.

Assist and provide WAR reports to government GTM Collen Cornell every Thursday which summarize any major issues or from Thursday to Wednesday, including CCS/OSS tickets and MET updates.

Provide ticket categorization summary every Friday and at the end of month to the management team.

At the end of each day, we also provide new internal Major Event Tickets (MET) and FYSA, including cause of outage or issues with resolution. This report includes any government request, outstanding issues or events.

NTT Data, Herndon, VA 01/11/2016- 11/15/2018

Role: QA Engineer / Business Analyst

Responsibilities:

Perform as Quality Assurance Test Engineer and Business Analyst with experience in all aspects of Software Development Life Cycle (SDLC) including interpreting business needs, creating story line, test scripts and manual.

Work on Entellitrak Case Management system for USDOJ CRM

Work with Selenium and Jenkins to run automated scripts, including TestComplete.

Used PowerBI to create dashboards for meetings and metrics presentations.

Interact with business owners, SMEs, Developers, DBAs and management team to identify scope and to prepare Business Requirement Document, Use Case, User Story, and Activity Diagrams to further develop technical requirements and/or Functional Specifications.

Work with Entellitrak COTS Platform for testing and verification of data migration using Docket case management workflow diagram.

Write requirements for NARA as fifteen-year-old close case need to go in archive. Test newly built Entellitrak system to verify it does not bring old close cases.

Work with the business users and with different levels of management to identify requirements, use cases and to develop functional specifications, including daily scrum.

Report tracked defects regarding severity and types using JIRA.

Work in ABAC lab, review and test ASM policy rules

Provided user story, test scripts, meeting minutes and weekly status report to client and PM

Deloitte Consulting LLP, Arlington, VA 03/2014-12/31/2015

Role: QA/Business Analyst

Responsibilities:

Perform requirements gathering from the business users of the system while adhering to SDLC (Software Development Life Cycle) industry best practices

Interact with business owners, SMEs, and management team to identify scope and to prepare Business Requirement Document, Use Case, User Story, and Activity Diagrams to further develop technical requirements and/or Functional Specifications.

Work with the business users and with different levels of management to identify requirements, use cases and to develop functional specifications

Interface with end-users and project business sponsors to determine, document, and obtain signoff on business requirements.

Report tracked defects with reference to severity and types using Serena.

Involve in Regression testing, System testing and User Acceptance Testing.

Facilitate defect review meetings involving all stakeholders to review defects, identify severity and set priorities as per client requirements, ensuring accuracy and conform to deadlines.

Conduct sprint planning based on new and backlogged requirements.

Conduct surveys, interviews and facilitate Joint Requirement Planning (JRP) sessions with the Business Users and SME’s.

Conduct JAD sessions for communicating with the project leads and stakeholders and proposed process workflows, functional specifications and project initiation parameters.

Create workflow diagrams to validate the Basic and Alternate flows in the various Business and Technical Use Cases.

Establish and maintain traceability matrix until all the business requirements are signed off.

Capture quality attributes, external/internal constraints for functional/non-functional requirements.

Prepare project related presentations and provide progress reports to the higher management and stakeholders using MS Office.

Work with Quality Assurance led to developing detailed Test Plan and Test Case.

Suggest measures and recommendations to improve the current application performance.

Work with business teams to understand the requirements and needs of potential customers and the target market.

Environment:

ServiceNow, Remedy, JIRA, Quality Center, SQL Server, Windows, MS Project, Visio

Education:

National University, Dhaka, Bangladesh

Bachelor Business Administration

Security:

Public Trust (USDOJ) and Secret Clearance (US Department of State)

US Citizen

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