LOOKING FOR A PART TIME RESIDENT SOFTWARE job OR INSTALLATION OF SOFTWARE PRODUCT/TRAINING OR LIASION WORK WITH HOME OFFICE/VEHICLE ETC.,

CALL VIJAY KUMAR 98452/64005 CV ATTACHED

VIJAY KUMAR THURIMELLA

Mobile: 09845264005 Phone: 080 - 23452294

E-Mail: vthurimella@msn.com

Aiming for positions in Project management / Customer Service Operations / Technical Application Support with a reputed organisation.

PROFESSIONAL SUMMATION

A result-oriented professional with 11 years of qualitative experience in customer service Operations, Application Development/Support & Team Management. A skilled planner & implementer with proven success in developing and implementing projects plans, gathering specific requirements from clients, defining project scope, scheduling resources and monitoring progress as per plan, ensuring delivery of project to client as decided. Expertise in heading Service Operations, encompassing relationship management with client and providing technical support for projects, and improvements in TAT for resolving customer grievances. Proficiency in implementing new IT processes and managing various audit activities. Gained exposure in providing technical solutions to the team members and work with development & test project teams on their requirements. Possess in-depth knowledge of ITIL framework and ITSM. Gained exposure in supporting applications in diverse business domains like CPG, Supply Chain, B2B & Customs. An effective leader with strong communication, analytical and problem-solving skills. For project details, kindly refer to ANNEXURE – I.

SKILL MATRIX

-Project Management - Application Support & Operations - Incident Management

-Strategy Planning -Requirement Analysis -Finalisation of Specifications/ Scope

-Customer Service Operations -Resource Administration -Application Development

-Service Delivery Management -Key Account Management -Client Relationship Management

- UAT/Testing -Training & Documentation -Team Management

PROFICIENCY FORTE

Process Management

ð Spearheading steady state operations & implementing Service Improvement Plans.

ð Ensuring timely and high quality service delivery and SLA compliance.

ð Involved in contingency planning and management.

ð Initiating process changes when required for better data delivery.

ð Preparing server utilization plans for running the various processes.

ð Co-ordinating with managers for process related issues including hardware and software issues as well as SLA’s with other teams.

Incident Management

ð Developing & managing Incident Management standards, policies and procedures.

ð Leading efforts to resolve Major Service Incidents including:

• Post incident closure activities to identify root cause and corrective action activities
• Be on assigned shifts or on call for coverage of incident management responsibilities that will include weekend and holidays.

ð Addressing incident resolution issues in accordance to procedures.

ð Monitoring document postmortem activities at the conclusion of incidents.

ð Driving the efficiency and effectiveness of the incident and problem management process.

ð Ensuring resolution and associated service restoration of all severity or major incidents.

ð Preparing summary report for major incidents after resolution & Monthly Incident Management Report.

ð Interacting with senior level management in meetings and email communications on major incident and problem management activities. This includes leading corrective action discussions in Major Incident Management meetings.

ð Performing Root Cause Analysis for major incidents / problems and as required

ð Generating monthly problem management report, problem performance report & trend analysis reports.

Data Delivery Operations

ð Managing dimension and fact update using Data stage and Unix scripts.

ð Monitoring Relational Mart (rmart) & Segment mart (Smart generation).

ð Conducting UAT testing & co-ordinating with QA for build testing.

ð Ensuring correct files are being used & simulating the production environment.

ð Reviews daily/weekly/monthly performance statistics for the department and takes action as appropriate.

ð Directly responsible for ensuring that the department meets the required performance metrics and other customer focused goals.

Customer Relationship Management

ð Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

ð Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

ð Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes.

ð Participate in delivering and exceeding customer service level commitments.

ð Receive inbound technical/non-technical support escalations

ð Research and resolve customer inquiries including customer follow-up and appropriate escalation when necessary.

ð Effectively articulate necessary technical and non-technical information to customers in a simple and concise manner over the telephone or via e-mail.

ð Must meet or exceed individual performance goals focused on providing superior customer support.

Team Management

ð Managing team functions viz. manpower planning, recruitment & selection, performance appraisal, training, etc.

ð Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

ð Deliver focal performance reviews and address career related development issues.

ð Holds regular meetings with team to discuss current issues and department performance, and implements / improves employee reward and recognition programs.

ð Develop, document and distribute procedures for technical support

CAREER CONTOUR

Dec’05 – Dec’08 Associate manager – Product Support

Symphony Global Services, Bangalore

Client: Information Resources Inc., USA (IRI)

Key Responsibilities:

ð Heading a team of 6 members supporting 2 applications related to CPG Loyalty analytics & assisting the team members with the required tools to enhance service levels for both the internal and external customers.

ð Co-ordinating with client representatives and managers to provide ultimate customer satisfaction while meeting the defined SLA’s and ensuring smooth running of the application.

ð Ensuring timely resolution of the issues & increasing employee contribution through identifying areas for development and growth

ð Conducting technical and domain specific training on a regular basis.

ð Monitoring resource utilization and allocating responsibility for various tasks based on domain knowledge.

ð Formulating & maintaining numerous application support documentations for support activities.

ð Providing feedback to the functional managers on employee performance.

ð Managing creation Data Warehouse & Database dimension update.

ð Handling production process planning during the delivery period as well as server utilization planning for running the various processes

ð Work with field readiness teams to ensure technical support preparedness for new product/SW launches.

ð Partner with Training and the Quality Assurance team to develop and execute training programs.

ð Work with Knowledgebase team to continually enhance the on-line information for the Tech Support Representatives

ð Be a key participant in the recruitment and interviewing process for new TSE staff.

ð Communicate and work effectively with staff at all levels of the organization.

ð Handles complaints, settles disputes, and resolves grievances and conflicts.

Significant Highlights:

ð Accredited with Outstanding Performer Award for consistently delivering the client data on time, since joining the company.

ð Distinction of having achieved CSAT score of 4.0.

ð Pioneer in bringing down the turn around Data processing from 25 days to 5 days.

ð Efficiently improved the knowledge of end – end process & initiated complete process documentation of all the data loading processes, including the business logic.

ð Received Best Employee Award as well as cash awards.

ð Pivotal in improving the domain knowledge of end – end process – Market Analytics.

May’02 – Dec’05 Team Lead - LGT – IT

Hewlett- Packard, Bangalore

The Growth Path with Key Responsibilities:

As Team Lead - LGT – IT (Apr’03 – Dec’08):

ð Spearheading a team of 6 members supporting seven applications.

ð Coordinating with the application leads and the functional managers to provide ultimate customer satisfaction while meeting the defined SLA’s and ensuring smooth running of the application.

ð Imparting training to the team members with the required tools to maintain and enhance service levels for both the internal and external customers.

ð Increasing employee contribution and performance through regular training and application knowledge while providing them opportunities to participate in the MTP’s to gain application knowledge.

ð Manging resource utilization for numerous applications leads while ensuring successful Move-to- Production.

As TEAM LEAD - OVSD (Jun’04 – Dec’08):

ð Leading the OVSD Configuration team consisting of 3 engineers and managing the migration of call tracking systems from remedy to OVSD.

ð Establishing application wise configuration on the new system as well as Rule Ware, Jet Auto Notification System & the E-portal.

ð Ensuring that the data adheres to and synchronizes with the enterprise architecture model.

As Application Support engineer (May’02 – Mar’03):

ð Providing Tier 1/2 support for Mission Critical Applications on a 24/7 basis.

ð Managing the user tracking system (Remedy).

Significant Highlights:

ð Pivotal in bringing down the turn around of packid search from 5 minutes - 2 hours to 10 minutes.

ð Stellar role in designing a process for downloading the data from the website to the UNIX server and subsequently upload data to a file by removing unwanted data from duplication.

ð Distinction of having designed a tool in UNIX, which enabled the team to undertake multiple Packid search.

ð Distinguished efforts towards receiving almost 400 – 500 calls in the month of January and February and reducing the call volume to approx. 150 calls.

Sep’00 – May’02 Team Lead

Xcellink Group Pte Ltd, Singapore ((Assigned to Hewlett Packard, Singapore)

Key Responsibilities:

ð Executing the projects for a major client, Hewlett Packard, Singapore.

ð Managing training, documentation and metrics (both application and engineer wise).

ð Providing support for HP internal applications as Tier 1/2 support Engineer as well as quality support for MBA and EDI SFTPgate.

Significant Highlights:

ð Joined the organization as Application Support Engineer & got promoted to Team Lead.

ð Instrumental in providing top support and handling Mission Critical Applications along with a team of 5 people.

ð Successfully executed the role of Quality Support for MBA and EDI SFTPgate.

ð An active member of the consulting agency providing constant frontline support & Tier 1 support for internal HP applications.

ð Merit of having provided FSC support for HP channel partners via phones and emails on a regular 24/7 basis.

PREVIOUS EMPLOYMENTS

Mon’99 - Mon’99 Customer Service representative Infozest, Hyderabad

Mon’98 - Mon’98 Customer Service Representative SOFT–IT PTY LTE, Brisbane, Australia

Mon’93 – Mon’96 Analyst Programmer Amrit Constructions, Hyderabad

TRAINING & WORKSHOPS

ð Attended the following trainings / workshops:

• Workshop on Fundamentals of Leadership
  • Numerous soft skill courses including Problem Solving: Foundations, Decision Making Fundamentals as well as Managing Yourself and those around You
  • Oracle DBA 9i Fundamentals from HP Internal, Bangalore, 2004.
  • PERL from HP Internal, Bangalore in 2004.

§ Fundamentals of ITIL and ITSM

§ Data warehousing and Data Modeling Techniques

PROFESSIONAL CERTIFICATIONS

ð Successfully completed the following:

• Project Management course from the George Washington University, USA in 2005.
• Fundamentals of Supply Chain Management from HP Internal in 2005.
• Java from Comptec, Hyderabad in 1999.
• Diploma in Computer Applications NIIT from Hyderabad, 1993

ACADEMIA

B.Com. Osmania University, Hyderabad 1991

IT SKILLS

OPERATING SYSTEMS : HP-UX, Windows, Linux, AS/400 Mainframe (GUTS)

DATABASE : ORACLE, MYSQL, NETEZZA, POSTGRESQL,SQL Server

LANGUAGES : C, SQL, HTML, XML, COBOL, Shell Script, AWK, SED, Visual Basic,ASP.NET

ANALYTIC TOOLS : Symphony RPM, Analytic Workbench

CALL TRACKING TOOLS : REMEDY, HP OPEN VIEW Service Desk, Clear Case

APPLICATIONS : MS OFFICE, SHARE POINT, IBM Data Stage ETL, Powerbuilder

OTHERS : Ruleware, TOAD, WINSQL, SQL Developer

PERSONAL DOSSIER

Date of Birth : 15^th January, 1970

Present Address : #L-42, Shriram Sadhana, Gokula, Mathikere, Bangalore – 560075

Permanent Address : 1-8-726/14, Nallakunta, Achaiah Nagar, Hyderabad - 500044

Languages Known : English, Hindi & Telugu

Visa Status : India : Citizen

USA : Business visa

References : Available on request

ANNEXURE - I

MAJOR PROJECTS EXECUTED

Project Title : Customer Centric Retailing

Scope : CCR is an application part of the Loyalty Analytics suite of applications dealing with the CPG

industry, particularly with the consumers and their purchase patterns. There are multiple modules

in this program like

• Frequent Shopper Program – analyze the data on the basis of consumer type, who is divided into various segments based on his card membership and purchasing patterns and lifestyles
• Market Basket Analysis – analyze the data based on the products purchased in a trip by the user
• Trip Type analysis – analyze the data based on the products purchase based on trips to a store.

Project Title : CUST, Ireland

Scope : In the year 2005, it was decided that the Customs application would have a different module

for Ireland, prior to which it was part of UK.

Operating System : HPUX, Oracle

Key Deliverables :

• Coordinating with the engineers between Singapore and Bangalore for delegating tasks, meeting deadlines, logging of issues during the set up and testing along with managing documentation and training.
• Interacting with the development team and performing the functions of the support application lead for assistance and project status.
• Designing the support manual and the support guide.

1. § In charge for master data loading and to be loaded into the database while configuring master settings for this module as recommended by the development team.

• Ensuring end-to-end testing before giving a final sign off from the support team for the MTP.

Project Title : CUST NCTS, Germany/ France

Scope : The NCTS module was incorporated as per the Customs requirements in France and Germany

to facilitate paperless and automated customs clearance.

Operating System : HPUX, Oracle

Key Deliverables :

• Allocating tasks and ensuring the same is completed within the specified deadline.
• Handling logging off issues during the setup and testing.
• Interacting with the development team as a support application lead for incessant assistance.
• Testing and customising scripts provided by the development team for this module.
• Monitoring master data uploaded or to be uploaded while configuring master settings for the module as suggested by the development team.
• Managing end-to-end testing before giving a final sign off from the support team for the MTP and functioning as the first point of contact during the stability period.
• Imparting training for the Tier 1 support.

Project Title : CUST UK, Switzerland

Scope : Customs is an application used in HP to facilitate the process of documentation along with

transfer of invoice & shipping information between various entities and departments.

Key Deliverables :

• As a Support Engineer, coordinating with the development team and acting as a support application leader to provide assistance and discuss project status and development.
• Managing the master data loaded or to be loaded and also configuring master settings for the module as suggested by the development team.
• Actively involved in end-to-end testing prior to giving a go-ahead from the support team for the MTP.
• Imparting training for the Tier 1 support.

PROJECT TITLE : IRI Loyalty Analytics, Ahold

Operating System : HPUX, Oracle, netezza

Scope : CPG related market analytics backend processing application used for data processing.

Key Deliverables : Loyalty analytics data processing

• Troubleshooting, analysis of analytics information like and not limited
  • Loyalty card customers and segmentations
  • Customer segmentations
  • Market Basket Analysis i.e shopping basket
  • Consumer Trip type
  • Data validation post processing with the source data, source system
  • Understanding the product categories and segments
  • Preparing documentation & stabilizing the processes.
  • Handling automation of scripts for bringing down the manual work involved in running the scripts and monitoring

PROJECT TITLE : IRI Liquid Data, General Mills

Operating System : HPUX, Oracle, Mainframe

Scope : CPG related market analytics backend processing application used for data processing.

Key Deliverables :

• Managing migration of application from development to production
• Was onsite for 7 months, and involved in training from the development team
• Preparing documentation & stabilizing the processes.
• Handling automation of scripts for bringing down the manual work involved in running the scripts and monitoring

Ad details

Type:

Technology Jobs