Aparna Ramanan Email & Phone Number

Suwanee, Ga, Us

• Integral team member in the planning, scheduling, testing and successful migration of all applications to the new Data Center and decommissioning of all EOL hardware• Worked with internal groups to fine tune newly migrated systems• Responsible for change management for the Debit platform (tracking, coordination & communication)• Implemented processes to improve change accuracy and efficiency of the platform• Assist in RCA documentation and problem ticket resolution• Responsible for tracking, documenting and reporting of all Incidents• Responsible for monthly reporting of platform’s SLA to both internal and external stakeholders• Assist as the backup operations personnel to ensure all BAU activities and processes are functionally managed as expected• Assist in evidence gathering for yearly audits, PCI assessments, etc

Norcross, Georgia

Successfully supervised a team of 20+ technical representatives supporting EFT Debit Operations, ATM Support, and Merchant technical help desks. • Gained system and operational knowledge of multiple FIS systems used by Operations, ATM and Merchant teams• Identify process improvements and knowledge management• Metrics and SLA reporting for Operations, ATM and Merchant teams to internal and external stakeholders• Manage staffing and availability across all platforms• Interview candidates for various team positions and facilitate on boarding & subsequent training• Provide customer support & Manage escalations to promptly resolve issues for ATM, EFT and Merchant systems• Successfully coordinated setting up an international team as a secondary Operation site

Toronto, Canada

Played the role of Business Analyst and Line of Business liaison for the Bank’s ATM refresh and rollout program involving 2200 ATMs nationwide. As the project lead my responsibilities included• Extensive involvement in all aspects of the nationwide roll- out of NCR’s Self-Serve ATMs and implementation of NCR APTRA VISION ATM monitoring software for the Helpdesk • Gathered requirements from various stakeholders (Branch staff, Help desk, Cash management, corporate security, etc.) on various policies and procedures• Documented and communicated requirements to Line of business stakeholders and vendors and ensured proper solution implementation• Oversaw day to day ATM rollout completion in coordination with NCR project managers and BMO coordinators• Handled ATM related major incident reporting and coordinated with multiple vendors including NCR, Chubb, Brinks, Garda and BMO branches to ensure timely implementation and issue resolution• Developed detailed system & support requirement documentation for a variety of processes, policies and troubleshooting procedures• As UAT lead conducted user acceptance testing for NCR’s APTRA Vision deployment project at Bank of Montreal • Mentored and assisted ATM support analysts with ATM hardware, software and support systems issues

Toronto, Canada

Responsible for supporting branch staff with ATM hardware, software and networking problems, troubleshooting and coordinating with vendors to resolve critical issues across Canada• Monitored all ATM activity across Canada as well as generate, update, & resolve Incident records in Remedy incident management system• Worked with a variety of software systems including ATM management (NCR and custom), Device management (Microsoft SCCM), Incident management (Remedy), network monitoring, and other related software• Frequently participated in process improvement initiatives and identified methods for improving overall team and individual effectiveness• Interfaced with Vendors and business partners to ensure critical operational issues are addressed expediently• Coordinated rapid response through vendor technical staff and internal stakeholders as needed• Provided excellent customer service by effectively ensuring that requests, meet or exceed SLAs

Markham, Canada

English and Math Instructor for grades KG – Gr 10. As the Lead instructor for English, contributed to this center being recognized as the one of the Top 3 centers in Canada with the highest number of students at least 2 years above Grade Level in the Reading program.

Mississauga, On

Provided excellent customer service to Bell Mobility customers and supported sales enquiries. I consistently exceeded Sales, Quality and Customer value indices

Toronto, Canada Area

Managed outbound sales calls to BMO’s existing credit card customers

Chennai, India And New York

Managed a team of 20 BPO Specialists to deliver documentation projects for global clients such as Linklater’s & Alliance (U.K), Credit Suisse First Boston (CSFB), NASDAQ and Morgan Stanley. Major accomplishments as a client manager include:• Initiated and managed client projects in India, London and New York• Managed relationship with customers related to job orders, troubleshooting and all deliverables• Managed the documentation support team in a 24x7 BPO environment• Interviewed and assisted in hiring associates for various BPO positions• Responsible for training, improving quality metrics and performance evaluation

Busness Analysis Tools And Techniques, Adult And Continuing Education And Teaching

This course is recognized by the International Institute of Business Analysis (IIBA) and Project Management Institute (PMI).

Foundations In Business Analysis, Adult And Continuing Education And Teaching

This course is recognized by the International Institute of Business Analysis (IIBA) and Project Management Institute (PMI).

Bachelor Of Dental Surgery, Dentistry

High School, Science