Quality Data Reporting & Analytics - gather and analyze data from various sources and create reports to easily identify trends, make decisions and improve CSR performance. create and maintain ad hoc tools that track and alert leaders when action is required as the result of a customer interaction.

• Optimized client operations by collaborating with 4 developers to define requirements for project scope, identifying deficiencies in daily processes, and implementing Robotic Process Automation (RPA) solutions for warranty claims processing, increasing operational efficiency by 75%• Worked as Product Manager for EV Battery Lifecycle Management project to get the system developed by vendor team. Managed project using Agile methodology. Defined user stories with acceptance criteria and appropriate estimates. collaborate with cross functional teams to identify data sources and create requirement specifications for REST APIs to be developed.• Enhanced PowerShell-based automation solution to provide different product team with server access for the requested time. Analyzed and Integrated BMC’s incident/request platform using BMC’s REST APIs to process the requests using PowerShell.• Worked as Technical Analyst for a Dealer Portal technology upgrade project. Defined and managed the migration tasks to ensure timely delivery. Actively participated in the architecture review process and documented operational artifacts for the support team in the form of How-to guides. • Performed a Business Analyst role in developing custom role manager application for the Dealer portal. Designed a SQL database to meet the security requirements for this custom role manager application. Developed prototypes. Prepared and executed integration and User acceptance test cases using HP Test Director. • Monitored IT advisories and notifications, minimizing conflicts with application deployments and impacts to all environments. initiated any proactive actions and managed communication.• Facilitated periodic load testing prior to major launch for the Dealer Portal to affirm optimal performance and environment stability in production• Developed and presented process flow diagrams and wireframes to business customers as part of the requirement gathering process.

Projects• Developed complex webparts to support business requirements using C#, .NET on SharePoint 2013 based dealer portal which required data extraction and update to SQL database. Utilized SQL stored procedures to encapsulate business logic and improve the response time.• Developed web-based form application using ASP.NET to allow dealers order parts from the company authorized distributors.• Programmed a solution on the Dealer Portal to alert dealers about vehicles in possessions which require Recall Service consuming REST API • Designed and developed reports for the Distributors to summarize the monthly sales of the parts.• Participated as lead in specification and code reviews.• Developed Page Layouts and trained business authors in publishing contents on the portal.