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Process Developer Resume Example

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PROCESS DEVELOPER
Professional Summary
Strong 6+ years experience as a Business Analyst in Banking,Telecom and Foreign Exchange. Exceptional communication skills aimed at positive interaction with team members and Clients. Coordinate cross-functional teams and provided business analysis for 3 projects totaling $ 20 million.
Skills
  • Business process mapping
  • Business artifacts documentation
  • SAS Minor Expert,SQL
  •   MS Access,SQL
  •    Pega Systems 7.1
Certifications
 Information Technology Infrastructure, System Analyst  *Foundation of Data Mining, Business Intelligence, Databases and Information Management *
Work History
Process Developer, 08/2013 to 09/2015
Genpact -Client :National Australia Bank – India
  • Provide technical support for 200+ users and ensure proper maintenance of workstations, printers, and peripherals.
  • Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.
  • Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.
  • Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.
  • Key Achievements:

-Outperformed peers by maintaining an outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.


-Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.


-Significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating system implementation and security properties configuration.

                     
Technical Customer Service Executive, 05/2012 to 01/2013
Adecco-Client: Rockwell Automation – India


  • Assisted 100+ users in resolving diverse hardware and software issues.
  • Ensured quick resolution of user concerns and escalated more complicated support issues to senior helpdesk representatives and field service engineers.
  • Key Achievements:Reduced user callback rate by 20% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions.
Senior Customer Service Executive-Technical, 12/2010 to 05/2012
HCL Technologies Ltd-Client: Macy's – India
  • Reviewed and updated client correspondence files and scheduling database.
  • Installed software, configured and tested customer PC's, analyzed functionality of peripheral appendages.
  • Worked closely and effectively with vendors to replace/repair defective hardware and software.
  • Managed call flow and responded to technical support needs of customers.
Technical Support Executive, 02/2010 to 12/2010
Development Credit Bank Ltd – India
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Installed applications and coordinated all hardware / software upgrades.
  • Key Achievement:

    Increased departmental efficiency and reduced operational costs by automating several routine database management tasks.

               



Education
MBA: Information Systems, Current
Ashland University - Columbus
  • [3.6] GPA
  • Minor in Operations Management, Project Mangement, Financial Management, Database Management.
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Resume Overview

Companies Worked For:

  • Genpact -Client :National Australia Bank
  • Adecco-Client: Rockwell Automation
  • HCL Technologies Ltd-Client: Macy's
  • Development Credit Bank Ltd

School Attended

  • Ashland University

Job Titles Held:

  • Process Developer
  • Technical Customer Service Executive
  • Senior Customer Service Executive-Technical
  • Technical Support Executive

Degrees

  • MBA : Information Systems , Current

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