Pooja Prakash Technology Support Specialist FSADM
Email ID :poojaprakash.2204 AT gmail.com
Industry Preference : IT / Non IT Industry
Location Preference : Kolkata/ Bhubaneswar / Bangalore/ Chennai/ Onsite Locations
An enthusiastic & high energy driven IT professional aiming for managerial / architect position in IT industry
Profile Summary :
** Seeking a managerial position so as to achieve excellence in work and to utilize 10 years of my professional and leadership expertise for organizational development.
** Focused and goal driven with strong work ethics and commitment to offer quality and timely work.
** Interpersonal skills
Academic Details :
** (PG) Executive MBA in Information Technology from Himalayan University. ( Awaiting Results )
** B.C.A – Computer Application from Ranchi University, passed out in 2006 with 74.5 %
** Senior Secondary from J.I.E.C, passed out in 2003 with 58.6 %
** High School from C.B.S.E, passed out in 2001 with 70%
Additional Qualification :
Diploma in Computer Applications (DCA with 85%)
Professional Experience :
Working from July 2006 to Present with Infosys Limited with exposure to PMO, PLMS, Service Delivery, Customer Support, Voice calls, Talent Management, Documentation, Reporting, Hiring, Bench Mgmt., Client Interfacing, Soft Skills Trainer, Event Mgmt., Resource Mgmt., Team Handling, Unit Planning Mgmt., Staff Motivation, Decision Maker,
Key Result Area :
** Planning, Assurance and Talent management activities.
** Proactive and result oriented professional, a depth trouble shooter and quick learner
** Superb coaching and mentoring skills.
** Team handling activities with very well in Preparing Reports & documenting the same.
** Process improvement, knowledge and Incident Management.
** Training management and assignment with Documentation of mandatory trainings.
** Checking of all Service competencies of Project Team members.
** Process Trainer and Training Management Facilitator
** Responsible for overseeing the day-to-day operations of the team, distributing the workload evenly amongst staff and making sure motivation and performance levels are maintained.
** Details of the various IT assignments handled in Infosys Technologies through TSO are listed below, in reverse chronological order.
TSO :
Technology Solution Optimization is a staffing model in Infosys which deploys BPO resources in Infosys Technologies in billable roles. TSO offers services like UI, Enterprise solution support, development, PMO etc. to Infosys Ltd.
Project 1 : (INFOSYS TECHNOLOGIES LIMITED, Bangalore/Bhubaneswar) April 2014 till date
Designation : Technology Support Specialist/Business System Analyst
Client : American Express (AMEX)as Technology Support Specialist
Responsibilities :
** Deployment of LMS Trainings in Staging Environment with all settings in the LMS Tool.
** Handling of Shared Technology Helpdesk Mailbox independently, which includes handling of all types of customer’s emails, feedbacks related to the Trainings, System error, access, issues and all.
** Handling of ‘Service Now’ Tool queries to update and close the customer queries & feedbacks.
** Handling of escalated Emails of the customers.
** Creating Training Files with all the details of the Project level trainings and requirements.
** Distribution group Admin for AMEX Projects, which includes addition and deletion of particular names from the Distribution groups as per customer / client / director requests.
** Creating & Managing of IBM & HP - CSAT Reports in SharePoint and MS Access in Weekly Basis.
** Manage & Update the Weekly Leadership Report in SharePoint for Team Score card Meeting.
** Handling Monthly Leadership Call with clients on call to discuss regarding the billings and requirements for the team for my units.
Project 2 :(INFOSYS TECHNOLOGIES LIMITED, Bhubaneswar )
Oct 2012 till April 2014
Designation : Senior Process Specialist / Consultant
Client : APPLE Inc.as Senior Business System Analyst / PMO Analyst
· Responsibilities :
** Managing PMO and PLMS activities, handling of Infosys IPM+ (Integrated Project Management) and ALCON tool. Managing the database of e approval form of Apple Project
** Project initiation to closure in different Infosys application
** Resource planning , bench management, staffing and utilization
** Space management, User access control, On-boarding new employees to the account. SPOC for all IT resource and technical support activities.
** Handling of all the ALCON & Leave Codes details of all the employees working along with all the GPMs & SPMs of the Projects. Managing & Editing of Employee Timesheet on a Weekly Basis.
** Allocating and De allocating of Project Codes for all the employees of the Project and Module.
** Managing and Handling of Visa related needs and requirements for the team.
** Creation of HTML pages with HTML Codes and CSS
** Submitting of SOWs as per the Client requirements and preparing the Team details and data as per the TnM and FP related documentation’s
Project 3 :(INFOSYS TECHNOLOGIES LIMITED, Chennai)
June 2010 till October 2012
Designation : Process Specialist
Client : American Express (AMEX) as Business System Analyst / E2E PM
Responsibilities :
** Supporting for AMEX , Web Services Project
** Handling of Overall Financial Part of different Amex Projects /Sub Projects.
** Maintenance and handling of the Fixed & Variable Budgets of the Projects.
** Preparation of Excel sheets for maintaining the Details of different project with their approved funds.
** Consultation with clients through client mail/calls regarding the approval/distribution of fund for projects, updating & distributing of the Cost Plan in the financial section.
** Assigning tasks for all the resources in the team.
** Updation of the WS Project Tracker in a day to day basis and designing the Project Page through HTML Codes and graphics.
** GrantingRevoking access to Amex employee and contractors in various Amex Systems along with carrying out internal Audit and prepare reports.
Project 4 :(INFOSYS BPO LIMITED, Bangalore)
July 2006 till June 2010
Designation : Senior Process Executive / Process Trainer
Client : British Telecom (U.K) (Retail) – Credit Management
Responsibilities :
** Supporting for British Telecom, as a Customer Service Executive/Process Trainer.
** As a part of the Billing Team (Semi-Voice Process), amend Customer telephone bills as per disputed charges and take Inbound & Outbound calls in daily basis.
** Raising Issues on behalf of the Customer to investigate the disputed charges.
** Update Productivity Tracker created using MS Excel (using Macros), on a day to day basis and submit to Team Lead or the Clients.
Raising of indemnity claim form to the bank on behalf of the customer.
** Giving Process training to the new trainees & the existing Process executives.
** Managing and maintaining of the team log in hours.
** End to End resolutions for the Customers Complains on calls / emails.
** Handling of Escalated calls of customers as a Floor Manager.
** Team handling overall responsibilities.
ACHEIVEMENTS :
** Received MIP Incentive award in June-2008, May 2010 and June 2011
** Received 35 Spot Awards for Customer Appreciation letters and calls.
** Received Best Team member award more than 5 times.
** Received Spot award for ‘Top most’ in Productivity & Quality many a times.
** Received Best performer award quite a few times.
** Received many Appreciations from Infosys & Infosys Clients.
** Also received R&R and extra miler awards more than 20 times.
IT/TECHNICAL SKILLS :
MS OFFICE 2010, MS SharePoint, HTML, SDLC lifecycle waterfall and agile testing, Basic Automotive testing, Analyzing and creating positive & negative test cases, Creating & Managing of CSAT Reports of IBM & HP.
Tools : CITRIX, CLARITY, IPM+, ALCON. CSS, Service Now-Incident Management
TRAININGS/WORKSHOPS :
Attended various trainings and Certifications at Infosys :
** Yellow Belt – Fundamental Data Analysis
** Competency Based Interviewing Skills
** CME T200 Telecommunication Fundamentals
IQ1 : Defect and Problem Prevention
** Basics Of Telephone Etiquette
** PM Elite Certification
** Problem Solving Tools 1 & 2
** Customer Orientation
** Running Effective Meetings
** Written Communication Skills
Completed HARVARD Manage Mentor Certifications : (Received E-Certificates)
** HMM-Business Case Development
** HMM – Stress Management
** HMM-Innovation Implementation
** HMM- Decision Making
** HMM-Presentation Skills
** HMM – Negotiating
** HMM-Innovation Implementation
** HMM-Retaining Employees
** HMM-Time Management
STRENGTH & PERSONAL ATTRIBITES :
** Excellent and strong communication skill.
** Excellent Documentation, Presentation & Negotiation Skills.
** Ability to work in a team. Resilient, Interactive, and fast learner.
** Discriminating analytical, goal-orientated and practical.
** Event Management and Team Escalation SPOC.
** Efficient and experienced in Multi-Tasking.
** Excellent Customer Service Management through calls/mails. Escalation metrics.
** Ability to work under pressure, challenging working environment and tackle problems in a positive way.
** Analytics, Attention to Detail, Creative Thinking
** Strong Work Ethic, Punctuality, Self - Confidence, Well Planner, Leadership Qualities
** Decision Making, Dedicated, Flexibility, Focused, Very Friendly and Engaging Personality,
** High Achiever, Managing Difficult People, Resolving Customer Complaints
PERSONAL DETAILS :
Date of Birth : 22nd April, 1986
Fathers Name : Late Mr. Surya Prakash
Marital Status : Separated
Nationality : Indian
Languages : English, Hindi & Bangla
Preferred Location : Bhubaneswar / Kolkata / Bangalore / Out of India
Hobbies : Listening music, Singing, Drawing, Writing Poems/Articles, Travelling
DECLARATION :
I vouch for the authenticity of the afore mentioned facts
Place : Bhubaneswar
Date : January 31 2017