Client : American Family Insurance – July 2016 to till dateRole• Incident Manager: - On-call (24*7) for Critical and High Severity incidents- Review Score cards with Service Desk and approve/reject as required- Conduct SWAT meetings- Work with Technologist, Change and Release Managers to identify the cause for the issue- Communicate the status to leadership Team - Stay informed of activities to restore to normal operations- Attend change management meetings and review the changes• Problem Manager: - Conduct Post Mortem meetings for Root Cause Analysis- Executive report preparation- Creation of Problem Tickets for all Repetitive Incidents- Setting Scope for Analysis by working on Trend of the Incidents- Approving the results of Root Cause Analysis (RCA). This includes the documented root cause (or the decision that such could not be found) and the documented workaround- Communicating progress of Problems to relevant Parties- Examine workgroup queues for Problems in jeopardy of missing SLA’s- Supporting the implementation of corrective actions- Escalating issues for resolution, to avoid reoccurrence- Mentor team members in management of various requests• Tools : CA Service Desk, Service Now

Role• Incident Manager:  Responsible for the effective implementation of the process “Service Desk and Incident Management” Carry out reporting procedure as per the process Represent the first stage of escalation for Incidents If possible make workarounds (temporary solutions) and develop final solutions for known errors Stay informed of activities to restore to normal operations• Problem Manager:  Creation of Problem Tickets for all Repetitive Incidents Setting Scope for Analysis by working on Trend of the Incidents Reviewing Progress and results of Problem Tickets with Market Customers and McDonalds Management Approving the results of Root Cause Analysis (RCA). This includes the documented root cause (or the decision that such could not be found) and the documented workaround Communicating progress of Problems to relevant Parties Examine workgroup queues for Problems in jeopardy of missing SLA’s Supporting the implementation of corrective actions Escalating issues for resolution, to avoid reoccurrenceMentor team members in management of various requests• Project Lead Involved in collation & analysis of requirements, translation of business requirements into IT requirements Focused on rendering qualitative service delivery Worked on user acceptance testing, planning of production promotions Maintained regular interaction with clients & other support groups with regards to project related issues Optimized resource utilization to maximize productivity Generated various status reports for the senior leadership team & other stakeholders Groomed & mentored offshore team members• Technology: Linux, ADFS, LDAP, Oracle12c/11g, SSRS, SSIS, SQL 2008• Tools : Service Now, Service Center (Peregrine)

• Incident Manager:  Responsible for the effective implementation of the process “Service Desk and Incident Management” Carry out reporting procedure as per the process Represent the first stage of escalation for Incidents If possible make workarounds (temporary solutions) and develop final solutions for known errors Stay informed of activities to restore to normal operations• Problem Manager:  Creation of Problem Tickets for all Repetitive Incidents Setting Scope for Analysis by working on Trend of the Incidents Reviewing Progress and results of Problem Tickets with Market Customers and McDonalds Management Approving the results of Root Cause Analysis (RCA). This includes the documented root cause (or the decision that such could not be found) and the documented workaround Communicating progress of Problems to relevant Parties Examine workgroup queues for Problems in jeopardy of missing SLA’s Supporting the implementation of corrective actions Escalating issues for resolution, to avoid reoccurrenceMentor team members in management of various requests• Project Lead Involved in collation & analysis of requirements, translation of business requirements into IT requirements Focused on rendering qualitative service delivery Worked on user acceptance testing, planning of production promotions Maintained regular interaction with clients & other support groups with regards to project related issues Optimized resource utilization to maximize productivity Generated various status reports for the senior leadership team & other stakeholders Groomed & mentored offshore team members• Technology: Linux, ADFS, LDAP, Oracle12c/11g, SSRS, SSIS, SQL 2008• Tools : Service Now, Service Center (Peregrine)

Team Lead/Onsite Co-ordinator- Requirement gathering and analyzing requirements- Translation of business requirements to IT requirements- Guiding the Team over the full life cycle of the requests- Maintain the quality of deliverables with zero defects and delivering on-time- Working on user acceptance testing- Planning the production promotion activities- Managing client relationship and coordination across other groups- Overall coordination of the task allocation among the Team members- Mentoring offshore Team membersProduction Support- Working on tickets- Monitor jobs and troubleshoot any issues

Onsite SPOC for the ACS STAR project• Worked as analyst for Business Pull-out Projects (Feb 2007 – June 2009) involved in preparation of project plans & estimates, maintenance of client interactions, generation of various reports/ complex queries, drafting code changes for shut down activities including development of store procedures, database scripts, triggers based on requirement

• Worked as analyst for Business Pull-out Projects (Feb 2007 – June 2009) involved in preparation of project plans & estimates, maintenance of client interactions, generation of various reports/ complex queries, drafting code changes for shut down activities including development of store procedures, database scripts, triggers based on requirement• Focused on Production Support and Ticket Resolution (Dec 2005 – Feb 2007)• Organized monthly DP meetings as Defect Prevention Specialist (Mar 2006 – Nov 2008)• Work on Trend analysis and pro-actively come up with solution as a Defect Prevention Specialist• Technology used: ASP, VB 6.0, SQL Server 2000, Autosys, Visual Source Safe, MS Visio, Business Objects.