Rajan Mathew Email and Phone Number

Role & Responsibities:1. Project Tracking for TCIL & SOTC Astra 1.0: Coordination with multiple stakeholders for timely delivery (production bug fixes, enhancements & developments) through SDLC stages & weekly review with senior management.2. Production Hotfix Support: Diagnosis & Root Cause Analysis to determine criticality & assign priority.3. SRS (System Requirement Specification): Receiving BRS from Ebiz. Requirment gathering, analysis, communication, & documentation, considering limitations, dependencies, challenges, open issues & assumptions with reviews & securing approvals. Initiation of development. 4. SIT (System Integration Testing): Receving deliverables. Executiion of test plans based on defined test cases & scenarios with sign off. Test case design & development including functional test cases, impact analysis, system integration & regression. Coordinating UAT movement & tracking live deployment.5. Thomas Cook Corporate Portal ASTRA 2.0: Created SRS documents for core masters.6. Added IT Managerial responsibilties included(a) Resource/Intern Onboarding & Stipend Processing(b) New Employee Sourcing for Tech TeamStreamlined & documented process for easy tracking & turnaround. Liaison with TCIL HR & Third Party Vendors, Screening Candidate Profiles, Creating & administering online test with HirePro, Interview Coordination via TeamsProjects & Products 1. Lead Business Analyst for Thomas Cook Forex Product on ASTRA 1.0 from May 2024 to Oct 2024Delivered 22 (& WIP 9) Developments/Enhancements & 100 (& WIP 65) Job Tickets (Features/Changes/Bugs)2. Thomas Cook Ecommerce ASTRA Web Portal 1.0 (thomascook.in)Products: Forex, Insurance, Gift Cards, Eurail, Flights, Hotels & Holiday Packages. 3. SOTC Travel Ecommerce ASTRA Web Portal 1.0 (sotc.in)Products: Insurance, Eurail, Flights, Hotels & Holiday Packages.4. Astra 1.0 Admin: Masters, Transactions, Accounts, Reports, SAP & CRM Integration, SEO Admin. 5. Thomas Cook Astra 2.0 Corporate

SustLabs - SINE, IIT Bombay incubated startup leverages big data on energy and water. consumer IoT in the energy space, offering Ohm Assistant, a real time energy tracker using a single device & smart meter data to decode electricty consumption, with information delivered straight to the application in real time, down to appliance level.Senior Support Manager, leading Customer Success, 360 approach of product, use & service experience from a customer perspective. Working across with multiple stakeholders including senior management, technology, product, operations, sales, marketing & clients. Being the interface of the organisation with the customer, post sale & onboarding. Success encompasses the total product experience, from pre sales education, the smooth and transparent sales process, customer engagement for positive experience & active usage, bringing greater value to all stakeholders in the process. Not just listening, but being the advocate for the customer & customer interest, challenging the organization to deliver superior service levels & pushing for a continuously evolving product.Roles & Responsibilities 1. Customer Onboarding: Installation & Setup. Process & personalised customer communication. 2. Customer Support: Issue resolution for Hardware, Software, Billing & Replacements. Coordination with Tech Team to identify & address the root causes. Product Team for product feedback. 3. Operations: Post sales order fulfilment, inventory tracking, Packing & Dispatch.4. Customer Engagement: Seeking & building success stories. 5. Content Management: Online User Documentation, User Setup Guide, Ohm Community, Social Media Posts 6. Client Coordination: Leading clients & partners for AiA Licensing (Schneider Electric), Corporate Business Clients (Aditya Birla Group), Sustainability Programmes (Mahindra LifeSpaces) 7. Vendor Coordination: installation partners & shipping services8. CRM Zoho Desk & SalesForce

Trail & Tides is a Travel & Tourism Startup operating from multiple locations pan India. I am mentoring the pathway & strategy for incorporation of technology into Trail & Tides business for booking system & CRM.

Microsoft Dynamics 365 CRM Implementation & Administration:• Designated Champion for MS Dynamics 365 CRM Project Implementation & Administration from Jan 2018 in ezeego1 (Cox & Kings Group Company), assuming full time role for Cox & Kings Group from Jan 2019. • Coordination & Liaison with multiple stakeholders including Business, CRM Implementation Partner, In-House Tech Teams, UAT Testing Team and Third Party Vendors for coordination of support, troubleshooting and testing.• User Master Entity Setup: Business Units & Teams• Security Role Planning & Management, Individual & Team Level Role Setup and assigning to Business Units/Teams. • Generic Mailbox & Queue Setup (Email Id Approval, Testing & Enabling), Mail Forwarding Rules.• User Level Work: User Verification, Office 365 Admin License, CRM Config: Adding to Business Units, Roles, Teams & Queues, Reporting Structure Implementation, Booking Engine Credential Mapping.• Production Migration of CRM Solution, Security Solution, CRM Plugin and Workflow Solution, GoLive Sanity Flow Testing & Data Migration Verification.• Modules: Admin, Sales (Reservations & Field Force), Customer Support & Marketing.• CRM Training at Department/Team Level & Floor Training, Process Demo & Troubleshooting.• Data Management - Import and Export of Business Data for stakeholders. • Monitoring Level 1 CRM Support Issues raised by stakeholders to Vendors and managing escalations.• Partner Portal Implementation & Administration - User Management including User Setup, Booking Engine Mapping, Sanity Flow Checks• Coordination for integration of multiple booking engines of Cox & Kings Group Companies across geographies including Australia, USA, Dubai, Deccan Odyssey & Forex.• Implementation of functionalities such as Dialer Application (Ameyo & Genesys), SMS & Email (NetCORE); defining & clarifying requirements, deliverables, necessary testing, troubleshooting & verification.

(A) Projects & Software Management: Multi-functional role involving Business Analysis, Project Management, System Architect, Usability & TestingResponsibilities:• Coordination with software developers (vendor teams) for troubleshooting & resolution of day to day website issues.• Coordination with Business Stakeholders for issue resolution & clarifying system functionality.• Scoping new features & requirements - Business, Functional & UI Specifications.• Coordination and implementration of specific projects, including major system upgrades and migration from legacy systems.• Follow up for the implementation, including delivery, UAT testing, and certification to production deployment.Platforms• Ezeego1 Core System on Verchaska Provisio: Booking Engine - B2C, B2B (Agents, Whitelabelled Sites), Corporate Module, Operations & Admin Module, Cox & Kings Whitelabelled Site. • QuadLabs Xchange Travel ERP: Webservices & Meta Partners(B) Microsoft Dynamics 365 CRM Administration & Implementation (from Jan 2018) - Designated as Champion for Cox & Kings Group.Responsibilities: User & Access Administration, Support, Troubleshooting & Training. Liaison with Business Stakeholders, CRM Implementation Partner & UAT Testing Team. Coordination with Third Party Vendors for Application Dialer, SMS & Email Solution Integrations.

ezeego1 - Online Travel Marketplace offering multiple travel related services reaching out to both B2B and B2C audiences across multiple geographies.In the Projects & Software Management team, with multi-functional role combining Business Analyst, System Architect, Usability & Testing. • Coordination with the software developers (vendor teams) for troubleshooting & resolution of day to day website issues.• Coordination with Business Stakeholders to resolve issues or understand usability requirements.• Responsible for scoping new requirements, developing the Functional and UI Specifications.• Follow up for the implementation, including delivery, UAT testing, and certification to production deployment.• Worked across all portals, covering B2C, B2B (Travel Agents, Franchisee & Affiliates), CC (Customer Care), Operator (Backoffice) and Corporate Travel Modules.• Online Booking Flows for multiple products covering Flights, Hotels, Cars & Transfers, Sights & Activities, Holiday Packages, Cruises, Rail Booking (Eurail and Indian Railways), Buses, Visa & Forex.• Management of B2B Portal & CC Module.• Administration of Operations (Backoffice) Module.• Customization of Corporate Module Workflows (From Travel Request to Approval to Booking).• Scaling up system to Multicurrency & Multiple International Markets (Australia, USA, UAE-GCC & Rest of the World). Implementation of Solutions (Requirement Scoping, Development Coordination, UAT Testing to GoLive) for • Automated Affiliate & Travel Agency Signup• Accounting Flows (Prepaid Deposit Model & Credit Transaction Clients)• Email Content Automation, • Gift Vouchers & Offer Coupon Process • Bank Cashback Processing • Payment Gateway Integrations• MIS Reports • Time Limit Booking Flows.

ezeego1 - Online Travel Marketplace offering multiple travel related services reaching out to both B2B and B2C audiences across multiple geographies.Content Development & HTML-UI Quality Assurance• Website Content: Home Landing Page Content, Destination Write Ups & FAQ's.• HTML-UI QA: Site Analysis for UI-HTML, CSS, Design & Functionality issues. Getting the same resolved from the vendors.• Sites: ezeego1 B2C Site and B2C Whitelabel Microsites (Jeevansaathi, CricInfo & Arzoo).• SEO Requirements: HTML Description & Keywords and Search Engine Placement.• Web Campaigns: Monitoring of Partner Internet Ad-campaigns.

SNTTA is a leading Travel Company in the UAE, the first ISO Certified, with a varied range of Tourism & Travel Services, including a large client base of Corporate, Premium & Dedicated Clients.Tours Consultant - Holidays Division of SNTTA Travel, Dubai. • Responsibilities included arranging Tour services, with one or multiple components including Hotel Bookings, Transfers Services, Rail & Coach Bookings, Car Rentals, GIT and FIT Tours, Cruises and ancillary services such as Travel Insurance and International Driving License requests.• Airline Reservation & Booking using Galileo GDS. Trained with Emirates Aviation College for Galileo Core System and Fares & Ticketing Courses. • Working with Leisure and Corporate Customers. Concentration on Retail & FIT Business. Highly Competent handling of High Profile and Corporate Clients, for varied Travel Requirements. • Comprehensive application of Travel Knowledge to ensure the best-suited travel solution. • Firm knowledge and familiarity of operational aspects related to itinerary planning, documentation, maintenance of files and records, and ensuring adherence to ISO Standards of operation. • Actively involved in providing on the job training to new entrants to the division. • Participation in various Travel Trade educational and promotional programmes & workshops with tourism and travel product suppliers.

Mindflex Solutions (I) Pvt. Ltd. is an IT start-up company, offering a range of Enterprise, Mid Sized and Off the shelf system and software solutions. Quality Leader for Software Development: Techno-functional role & profile, working across multiple spheres of work, leading team of developers.Responsibilities:• Working with the core-team to define product specifications especially functional design and system architecture, user experience & product documentation. for Software Development Projects • Quality Assurance for Software Products, including software product testing and usability evaluation.• Coordination, distribution & administration of work & responsibilities for the teams for various projects.• Executed multimedia projects for company & product profile presentations.• Product Documentation Software Projects: • Software Solution for Income Tax Professionals • Software Solution for Car Rental Companies• Software based learning project for Introduction to Computers, Internet & Computer Applications for the Home User.

Wipro Spectramind is a premier provider of BPO Services. AOL (America Online) Technical Support Process. AOL was the leading US based ISP (Internet Service Provider) at the time. • Inbound voice-based support & troubleshooting technical issues to resolution. • Customer handling skills to maintain highly satisfied customers, working under pressure and managing escalation cases. • Supporting US clients required using proper American accent, and strong emphasis on soft-skills towards upholding the corporate brand and maintaining customer confidence.

Cyberdex Thinking Solutions, an IT startup offer software solutions such as the company’s flagship Evergreen ERP Solution and additionally business specific applications such as Personnel Management, Document Management, Resume Management etc.Career Pathway from Trainee to Senior Programmer - Web & Internet, working with Web Sites & Multimedia.Roles & Responsibilities: • Website Creation: HTML UI Design, Development, Content, Template Design, Type & Layout and Navigation Flow,• Image Editing, Business Graphics & Charts.• GUI design for software applications & products. • Quality Assurance for Websites & Software Applications • Website Administration & Maintenance• Storyboard Creation, Publishing & Multimedia Presentation Work (Flash, Director) • Direct Liaison with clientele for requirement gathering and support.• Coordination, Supervision & Mentoring junior members for Web, Content and Quality . Achievements• Successful Deployment and Maintenance for Websites of multiple clients including Corporates, Industry & Business, Retail, a School and an NGO • Multimedia Presentations for Schools• Corporate CD Presentations, including Corporate Profile, Products & Online Product User Manuals.• GUI Layout Design for Software Applications.• User Manual & Online Help Documentation for Software Applications. • Set up and administration of central content repository. • Worked on a prototype travel agency software, with Visual Basic 6 and MS Access with Functional, GUI & Database Table Design.

Cox & Kings is one of the oldest travel establishments in the world with a wide scope of activities and network of operations.Leisure Travel - Sales & Support• Under the Outbound Tours (OBT) division. Responsible for GIT (Group) and FIT (Individual) Package Holidays Tours, primarily with travel agents, general sales agents and special channels. Also working with direct passenger bookings. Successfully achieved increased business turnover, and building up the travel agent network across Mumbai for Cox & Kings. • Working with extensive range of Leisure Travel products, and product cross-selling and support with travel formalities, itinerary planning, and tour costing. • Operations & Accounts - Handling files & documentation, especially in peak season. • Product Development - Critical feedback including market intelligence, for improvement of both product and processes.• Involved in conducting in-house product & sales training for affiliates and new joinees.• Executed special sales & promotional programmes, through additional channels & platforms .

TechNova is India’s Leading Printing & Graphic Arts Technology providers. Trainee Research Chemist - Assisted in Quality Control along with Research & Development Activities for the Fine Chemicals Division for Printing Systems Diazo Chemistry• Laboratory Level Process Development of Fine Chemical Manufacture, as part of the larger project of setting up processes for commercial production, in efforts of the organization to indigenize the manufacture process to substitute import and outside sourcing, coupled with guaranteed quality.• Developed Analytical Methods & Processes for Quality Control and testing of the chemicals manufactured at this unit. • Learnings included understanding & application of research & theoretical principles to practical real set-ups. • Required scientific reading, referencing and research work, with systematic documentation for all activities, formed the template for future QA manuals.