CRM is a Front-End Application, In house product of Amdocs which is being used for managing and maintaining customer data, and acts as an Interface for selection of products and its ordering in Media , DTH and telecommunication domain.Got opportunity to work in two of the Amdocs Projects :1 : Astro Malaysia- DTH and Broadband Provider2 : Vodafone Netherlands - Telecommunication & Internet Service Provider (Current Project)• Advanced Ordering system on CRM application by… Show more CRM is a Front-End Application, In house product of Amdocs which is being used for managing and maintaining customer data, and acts as an Interface for selection of products and its ordering in Media , DTH and telecommunication domain.Got opportunity to work in two of the Amdocs Projects :1 : Astro Malaysia- DTH and Broadband Provider2 : Vodafone Netherlands - Telecommunication & Internet Service Provider (Current Project)• Advanced Ordering system on CRM application by using SNOW UI to enter Customer details which helps to fetch and match the criteria and eligility of customer through automation, assisting agents find out the optimal plan for the users.• Order Cancellation SRE Automation for Ticket Resolution :This automation completely eliminated the manual handling of 90-120 weekly service requests for order cancellations. The ATR (Auto Ticket Resolution) system recognizes tickets by keywords, picks up the order ID, and sends it through a cancellation flow. The key components are:1. **JIRA**: Planning, tracking, and support.2. **Python Programming**: Creating Atoms.3. **Shell Scripting/Unix/PLSQL**: Condition validation and SQL script execution.4. **Fission Function**: Log tracking with Kubernetes pods.5. **Jenkins**: CI/CD management.6. **GitLab/Perforce**: Repository and version control.7. **JSON Channels**: Testing services and API calls.8. **XML Flow**: Sequentializing tasks and sending success emails.9. **SNOW Portal**: User interaction & flow triggering.• Ensuring that the project and organization standards are followed during various phases of Automation development and day to day development work by performing various audits and reviews.• Given KT to 3 Individuals enabling them to efficiently manage assigned tasks within a short period.• Maintaing Flow by handling production issues & Bugs Show less

I gained significant experience in Analyzing the day to day repetative tasks being handled by other application teams and working on automating it. I was responsible for designing and developing automation using python with the help of critical and design thinking approach. Also acted as a single point of contact for client escalation management.* Key role in elevating account to 3rd among 20 competitors in Auto Resolution Campaign.* Developed automation flows, reducing incoming… Show more I gained significant experience in Analyzing the day to day repetative tasks being handled by other application teams and working on automating it. I was responsible for designing and developing automation using python with the help of critical and design thinking approach. Also acted as a single point of contact for client escalation management.* Key role in elevating account to 3rd among 20 competitors in Auto Resolution Campaign.* Developed automation flows, reducing incoming incidents and promoting auto-resolution by 32%. Resulted in saved manhours and improved client satisfaction.*** Developed Automation *** * Sending Entitled Channels: This automation extracts TV channel details entitled to a customer by entering their SMC number on the ServiceNow portal. * Identifying Stuck Order Errors: This automation identifies the stage at which an order is stuck, moves incidents to the responsible team based on the order's exception, or closes the incident if the order is already completed or cancelled. * Created Automation to identify Non Amdocs issues and rejecting Incidents, this zero touch ATR helped in saving manual efforts, giving production support team more time to focus only on neccessary Incidents.* Skills Used : Python, Pycharm, Fission, PL/SQL, JSON, XML, UNIX, Shell Scripting, Jenkins, GitLab, Postman, SNOW Show less

Completed Bachelor's of Computer Application with an overall grade of A+