Resume
Pooja Prakash
Sector 5,
Plot no. 292, 3rd floor
Niladri Vihar
Po. sailashree Vihar
Pin 751021
Bhubaneswar , Odisha
...
 Responsible for hiring resources for project requirements and assisting in on-job
technical trainings.
 Effectively man...
 Creation of all the Distribution groups of the Project and also handling them,
which includes addition and deletion of p...
 Preparation of Timesheet’s data for full team, and also to re – check them.
 Consultation with clients through client m...
 HMM-Innovation Implementation
 HMM-Presentation Skills
 HMM-Innovation Implementation
 HMM-Time Management
 HMM-Reta...
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Pooja Prakash_Resume_16th Feb2016

Published on: Mar 4, 2016
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Transcripts - Pooja Prakash_Resume_16th Feb2016

  • 1. Resume Pooja Prakash Sector 5, Plot no. 292, 3rd floor Niladri Vihar Po. sailashree Vihar Pin 751021 Bhubaneswar , Odisha Ph.: - +91 865 867 8504 / 9178665689 Email: poojaprakash.0000@gmail.com Mob: 91- 9178665689 Career, the way I see it is an opportunity to grow as you learn. I would like to work for an organization that encourages entrepreneurship and rewards performance with more responsibility. I am looking forward to a career which shall help me gain more knowledge and provide me with more information about different aspects of various functional areas in the company.  To make maximum utilization of my skills so that I can do my best and may be a little bit more on every area I venture into.  To be able to visualize the larger picture and be very practical and analytical in every decision I make on behalf of me or my team or my company. .  Excellent and strong English Communication.  Excellent Documentation, Presentation & Negotiation Skills. Ability to work with teams and motivate team members.  Resilient, Interactive, and fast learner. Ability to learn from mistakes from mine as well as other’s. Discriminating analytical, goal-orientated and practical.  Event Management and Team Escalation SPOC. Efficient and experienced in Multi- Tasking. Experienced in recruitment of candidates internally and also from outside.  Excellent Customer Service Management through calls/mails. Escalation metrics.  Ability to work under pressure, challenging working environment and tackle problems in a positive way.  Received MIP Incentive award in June-2008, May 2010 and June 2011  Received 15 Spot Awards for Customer Appreciation letters and calls.  Received Best Team member award more than 5 times.  Received Spot award for ‘Top most’ in Productivity & Quality many a times.  Received Best performer award quite a few times.  Received many Appreciations from Infosys & Infosys Clients.  Also received R&R and extra miler awards more than 20 times.  PMO, PLMS activities, process improvements with quality assurance.  Team Management and coordination with Client and managers.  Task Allocation/ Team Performance Monitoring/ Status Reporting.  Leave Management for the team and exposure to Financial Services, Business Analytics and People Management.  Strong interpersonal Skill and influencing ability to impact and influence customer and stakeholders.  Do Internal Audits basis compliance requirements. OBJECTIVES: STRENGTHS: SERVICE COMPENTENCIES: ACHIEVEMENTS :
  • 2.  Responsible for hiring resources for project requirements and assisting in on-job technical trainings.  Effectively manage conference calls with external and internal Clients.  Hiring, coaching and mentoring team members / new joiners.  Publishing of Team and Project mailers on monthly basis with strong Power point and Word report preparation techniques. Identifying potential candidates to fit and sync with the client requirements.  Understanding candidates profile to evaluate role fitment.(Screening & Shortlisting)  Talent Search & Talent Acquisition, Employee Relations, HR Policies & Procedures, Training & Development of Employees. Bench Management.  Recruitment of candidates internally for projects requirements.  Recruitment of candidates from outside referred by our employees internally.  Payroll and timesheet management.  Allocating and assigning projects and teams for employees on Bench. Make sure that Bench strength is Zero.  Basic Automation Testing. Preparation of Test Cases. Working with Infosys for past 9.7 years with exposure to PMO, PLMS , Service Delivery, Customer Support, Talent Management, Documentation, Reporting, Hiring, Bench Management and etc..  Planning, Assurance and Talent management activities.  Proactive and result oriented professional, a depth trouble shooter and quick learner  Team handling activities with very well in Preparing Reports & documenting the same. Process improvement, knowledge and Incident Management.  Training management and assignment with Documentation of mandatory trainings.  Checking of all Service competencies of Project Team members.  Process Trainer and Training Management Facilitator The details of the various IT assignments that I have handled in Infosys Technologies through TSO are listed below, in reverse chronological order. TSO: Technology Solution Optimization is a staffing model in Infosys which deploys BPO resources in Infosys Technologies in billable roles. It has presence in all the industry verticals, and currently has 3k employees. TSO offers services like UI, Enterprise solution support, development, PMO etc. to Infosys Ltd.  Project 1 :-  Organization: INFOSYS TECHNOLOGIES LIMITED INFOSYS TSO (Technology Solutions Optimization) [BBSR/BANG]  Designation: Technology Support Specialist/Business System Analyst (April 2014 till date)  Client: American Express (AMEX) as Technology Support Specialist  Responsibilities:  Handling of Shared Technology Helpdesk Mailbox independently.  Handling of all types of customer’s emails and feedbacks related to the Trainings, System error, access, ID related issues and all.  Also used to handle ‘Service Now’ Tool queries to update and close the customer queries and feedbacks. Handling of escalated Emails of the customers.  Updating of the ECN numbers of the customers to update their Training Status. Creating Training Files with all the details of the Project level trainings and requirements. PROJECT EXPERIENCES: PROFESSIONAL SUMMARY: :
  • 3.  Creation of all the Distribution groups of the Project and also handling them, which includes addition and deletion of particular names from the Distribution groups.  Supporting Onsite Client and coordinators in designing of the Web pages and to give ideas and graphics designing related to Tags and Project Page.  Project 2 :-  Organization: INFOSYS TECHNOLOGIES LIMITED INFOSYS TSO (Technology Solutions Optimization) [BHUBANESWAR]  Designation: Senior Process Specialist / Consultant (Since Oct 2012 till April 2014)  Client: APPLE Inc. as Senior Business System Analyst / PMO Analyst  Responsibilities:  Managing PMO and PLMS activities, handling of Infosys IPM+ (Integrated Project Management) and ALCON tool.  Handling of Infosys IPM+ (Integrated Project Management) tool  Managing the database of e approval form of Apple Project  Managing the Attendance and log in hours of all the employees  Project initiation to closure in different Infosys application  Resource planning , bench management, staffing and utilization  Space management, User access control, On-boarding new employees to the account. SPOC for all IT resource and technical support activities.  Handling of all the ALCON & Leave Codes details of all the employees working along with all the GPMs & SPMs of the Projects  Managing & Editing of Employee Timesheet on a Weekly Basis  Allocating and De allocating of Project Codes for all the employees of the Project and Module.Project dashboard maintenance  Anchoring training and certification needs for all the unit folks  Creation of HTML pages with HTML Codes and CSS  Submitting of SOWs as per the Client requirements and preparing the Team details and data as per the TnM and FP related documentation’s  Project 3 :-  Organization: INFOSYS TECHNOLOGIES LIMITED INFOSYS TSO (Technology Solutions Optimization) [CHENNAI]  Designation: Process Specialist (Since June 2010 till October 2012)  Client: American Express (AMEX) as Business System Analyst  Responsibilities:  Supporting for AMEX , Web Services Project  As a part of the Web Services I used to handle the Full Financial Part of different Amex Projects  Handling of the Fixed & Variable Budgets of the Projects/DCs (as called).  Preparation of Excel sheets for maintaining the Details of different project and their approved funds.  Preparation of Billing Sheets for the full team.
  • 4.  Preparation of Timesheet’s data for full team, and also to re – check them.  Consultation with clients through client mail regarding the approval/distribution of fund for projects, updating & distributing of the Cost Plan in the financial section. Assigning tasks for all the resources in the team.  Updation of the WS Project Tracker in a day to day basis and designing the Project Page through HTML Codes and graphics.  GrantingRevoking access to Amex employee and contractors in various Amex Systems along with carrying out internal Audit and prepare reports  Project 4 :-  Organization: INFOSYS BPO LIMITED [Bangalore]  Designation: Senior Process Executive / Process Trainer (July 2006 till June 2010)  Client : British Telecom (U.K) (Retail) Responsibilities:  Supporting for British Telecom, as a Customer Service Executive.  As a part of the Billing Team, amend Customer telephone bills as per disputed charges.  Raising Issues on behalf of the Customer to investigate the disputed charges.  Ensure that the billing is corrected and sent to the customer.  Confirming the customer whether their billing issues have been resolved or not.  Change Tariff Plans according to customer’s requirement.  Update Productivity Tracker created using MS Excel (using Macros), on a day to day basis and submit to Team Lead or the Clients.  Raising of indemnity claim form to the bank on behalf of the customer.  Giving Process training to the new trainees & the existing Process executives  Managing and maintaining of the team log in hours  End to End resolutions for the Customers Complains.  Handling of Escalated calls of customers. Extra Qualification : - Diploma in Computer Applications (DCA with 85%) Skills: MS OFFICE 2010, MS SharePoint, HTML, SDLC lifecycle waterfall and agile testing, Basic Automative testing, Analyzing and creating positive & negative test cases. Tools : - CITRIX, CLARITY, IPM+, ALCON. CSS, Service Now Attended various trainings and Certifications at Infosys:  CME T200 Telecommunication Fundamentals  Basics Of Telephone Etiquette  Problem Solving Tools 1 & 2  Running Effective Meetings  Written Communication Skills  Competency Based Interviewing Skills  Customer Orientation  PM Elite Certification  IQ1: Defect and Problem Prevention  Competency Based Interviewing Skills Completed HARVARD ManageMentor Certifications (Received E-Certificates)  HMM-Business Case Development TECHNICAL SKILLS & EXTRA QUALIFICATION:
  • 5.  HMM-Innovation Implementation  HMM-Presentation Skills  HMM-Innovation Implementation  HMM-Time Management  HMM-Retaining Employees  HMM – Negotiating  HMM- Decision Making  HMM – Stress Management Degree Institute/University Passing Year Percentage MATRIC (X) C.B.S.E 2001 69.7 INTERMEDIATE (SCIENCE) (XII) J.I.E.C 2003 58.5 GRADUATION (B.C.A.) RANCHI UNIVERSITY 2006 74.4 Date of Birth: 22nd April, 1986 Fathers Name: Late Mr. Surya Prakash Marital Status: Separated Nationality: Indian Languages: English, Hindi & Bangla Preferred Location: Bhubaneswar / Kolkata / Out of India Passport Number: G1392713 Hobbies: Listening music, singing, drawing, writing Poems and novel, travelling, browsing internet I vouch for the authenticity of the afore mentioned facts Place: Bhubaneswar Pooja Prakash Date: PERSONAL PROFILE: DECLARATION: ACADEMIC DETAILS:

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