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Summary

Highly motivated IT professional with over 5 year of experience in the fields of IT technical support, US health care, Quality Assurance and Business Process Management.

Presently, I'm working as a Subject Matter Expert for Global logic, an offshore software R&D services company providing full-life cycle product development services, including software product design, product development, quality assurance, product support and consulting services. In this role, I'm overseeing a team of fifteen Quality Analysts and five Content analysts deputed in client site (Google India) and working in two essential projects for the company.

Before joining Global logic, I worked for IBM GPS –- and was lucky enough to work with amazing clients such as Google, United Health Group, Allstate insurance and IBM BU.

A result-oriented professional, recognized for taking on complex and proactive initiatives, adapting to rapidly changing environments and resolving mission critical issues to ensure organization and client success. Demonstrated process centric approach in project management and execution with very strong focus on quality, people growth, innovations and improvements.

Skills

  • Quality Assurance
  • Application and Technical Support
  • Process Improvement
  • Networking
  • Six Sigma Methodology
  • Databases
  • Project Management
  • Advanced Excel
  • Business Project Modelling
  • MS Office Suite
  • Team Management
  • Google Webmaster Tools

Technical Skills

  • USER EXPERIENCE - HTML/CSS, Usability testing, Concept modeling, Contextual inquiry, Diagramming, XML
  • WEB TECHNOLOGIES - HTML/CSS, XML, Java Script
  • LANGUAGES - C, C++, HTML 
  • SEO - Google Analytics, Google Webmaster Tools, Google Adsense and DFP
  • OPERATING SYSTEMS - Window XP, Vista, Win 7, Linux Ubuntu, MS DOS, 2000, 2003 & 2008
  • NETWORKINGTCP/IP, DNS, DHCP, WINS, Ethernet

Work History

Jul 2015Present

Subject Matter Expert

GlobalLogic

Identified as "Subject Matter Expert" on team of 15 due to comprehensive understanding of all subject matter, providing on the job mentoring as need.

Client: Google

Responsibilities:

  • Work closely with the team and drive process improvements and re engineering using various quality tools.
  • Training and development of new team members
  • Peer quality review for overall improved team quality
  • Maintaining data and creating weekly, monthly and quarterly reports to analyze the performance of the team and identify areas of improvement.
  • Weekly sync up with the client Peer review of daily interaction of the team members with the publishers Participate in knowledge transfer and information sharing
  • Onboarding : Help all types of publishers to get their magazines/news edition to get published
  • Identify publisher needs, develop strategic outreach based on client needs and understanding of product capabilities
  • Auditng cases processed by the Team to overall assement of the Team performance.
May 2014Jul 2015

Quality Analyst

GlobalLogic

GlobalLogic is an offshore software R&D services company with a headcount of 8000+ world-wide and has headquarters in McLean, & Virginia. Global Logic provides full-life cycle product development services, including software product design, product development, quality assurance, product support and consulting services.

Client: Google

Project: Google News and Google Play Newsstand

Responsibilities:

  • Ensure high quality support for publishers and users in assigned markets by troubleshooting and responding to the full range of product support issues. Provide training and product updates to cross-functional teams.
  • Identify and report product, publisher, and user feedback to the engineering and product teams.
  • Validate various tools performance, suggest improvements leading towards better publisher experience Assist publishers with technical troubleshooting for crawl and indexing issues.
  • Write publisher facing communications: blog posts, social posts, and announcements emails distributed to tens of thousands of news publishers internationally.
  • Influence tool and product development for Google News by escalating publisher and industry needs.
  • Provide data-driven recommendations for reducing case resolution times, increasing partner support satisfaction and improving internal workflows.
  • Onboarding : Help all types of publishers to get their magazines/news edition to get published
  • Identify publisher needs, develop strategic outreach based on client needs and understanding of product capabilities
  • Ads operations: Help and educate publishers to integrate Adsense/DFP with Google Play Newsstand to monetize their edition.
  • Educate publishers about ads policy.
  •  Analysing the ads performance for the publishers using Google Analytics and sending out reports( Transaction reports , Summary reports and Subscriber count reports )
  • Work with various tools: Webmaster Tool (WMT), Google Fetch.
  • Support to major SEO’s for leading publishers, education about News Guidelines.
Jan 2008Jul 2009

Lead Quality Analyst

IBM

IBM GPS – Gurgoan
Client: UHG
IBM Global Services, a division of IBM, is the world's largest business and technology services provider. It employs over 190,000 people across more than 160 countries.

Responsibilities:

  • Handling a Team of associates which deals in US Healthcare claims adjudication and queries asked by Healthcare Provider, Policy Holder's, Policy holder Advocates through e-mails, Chat & on Calls.
  • Queries related to their Claims, Claim payments, Policy Benefits, Provider contracts,Claim status
  • Preparing & Publishing of Quality reports on Daily/Weekly/Monthly basis.
  • Handling & assuring compliance of all the Internal QMS/ BPMS to meet the
  • Corporate Audit requirements and score accordingly in High Level Corporate Audits (Internal / Client End).
  • Constant client interaction over calls and through e-mails to attain the Learning &Updates and ensure the timely dissemination of the same among the processors and other stake holders.
Oct 2006Jan 2008

Technical Support Executive

IBM GPS

IBM Global Services, a division of IBM, is the world's largest business and technology services provider. It employs over 190,000 people across more than 160 countries.


Responsibilities:

  • Providing technical support over the phone to all IT users.
  • Handling incoming incidents via the phone / e-mail promptly and effectively.
  • Diagnosing and resolving a wide range of technical issues over the phone.
  • Take ownership of a call and seeing it through to closure.Escalating calls and issues where necessary to senior managers & team leaders.
  • Investigating and implementing ways of reducing calls to the Help Desk. Ensuring that all call details are captured and entered in the logging software.
  • Updating support documentation. Answering & responding to all calls & requests within agreed time scales.
  • Keeping customers updated as to progress.
  • Provide troubleshooting and configuration support for client desktop and networking environment.

Education

Apr 2014Present

MBA (IT)

Jaipur National University

This field involves the process of managing different aspects of IT in any . As the technology , there is a growing requirement of IT Managers that are skilled at meeting the demands of the domains.

 

 

Jun 2010Jan 2014

BCA

Jodhpur National University

The Faculty of Computer Applications is aiming at making available world class computer professionals satisfying the standards of quality through excellence in the process of developing these professionals by effective classroom teaching through lectures, practical work in Labs , projects on live problems and seminars covering latest technical knowledge related with the subjects within the scope of the syllabi .

Clients

Google, UHG (United Health Group), IBM India

Certifications

Nov 2015Dec 2015

CIsco CCNA Network Fundamentals

Udemy

Basics of what a Network is, what devices we will be using, and the ability to see Networking in a different manner. We learn about symbols and watch how those symbols allows us to build Networks with drawing. You will learn where a router and a switch fits in the Network.

Sep 2015Nov 2015

User Experience in Web

Open2Study

The discipline of user experience examines how we interact with the products and systems that surround us, everything from our kitchen appliances to smart phones. This course provides an overview of the general principles of user experience for the online world. You will learn about tools and techniques you can use to begin to create great user experiences. It will address the design of websites and customer interactions for the online world.

Process Improvement Ideas

  • Piloted a Bug Cleanup Process to clear out the existing bug aged >6 Months. Have been able to clear out and provide resolution to 80% of the bugs 
  • Proposed a  feature enhancement in Google News & Weather App.
  • Formulated and implemented various process maps in different task to eradicate the NVAs.
  • Created a Knowledge portal for standardizing documentation of information & process steps pertinent to Support & Content workflows which has been serving as starting point for training new support personnel, as well as a reliable and updated reference for existing personnel to look up information relevant to day-to-day operations and product support.

Personal Details

  • Place Of Birth - Guwahati, India
  • Date of Birth - 25th January 1986
  • resident of New Delhi India
  • Hobbies: International Travel, Learn New Technology, Reading Books
  • Travel Document - L5888852 Date of Expiry - 23/12/2023)