Sushama Thakur

Sushama Thakur Team Leader (IT Operations) Email:-Mobile:-/- Total Experience: 7.4 years PROFESSIONAL SUMMARY Over 7+ years of professional IT experience in RCOM Project. Currently Working as Team Lead at CMS IT Services pvt ltd. Excellent analytical and training skills. A Self-motivated and quick learner who is willing to adapt to new challenges & technologies. Enthusiastic to learn and explore new Technologies. A responsible application analyst, good technical abilities and skills developed by a strong work ethic and self-learning. Very Good Team Coordination capability and ability to learn the environment faster and always eager to motivate team members so that the overall team performance can be enhanced. EMPLOYMENT DETAILS Working as Team Lead at CMS IT Services Pvt Ltd from Oct-2014 to till date Worked as SME (Subject Matter Expert) in Reliance BPO Pvt Ltd from June’2013 to Sept’2014. Worked as Technical Support Engineer in Reliance BPO Pvt Ltd from June’2010 to May’2013 EDUCATIONAL DETAILS: Education Passing Year University % Diploma in Information Technology - Mumbai University 74% HSC 2007 Maharashtra Board 67% SSC 2005 Maharashtra Board 83% TECHNICAL SKILLS: CRM: Smart Client 8.1, I Care (RCOM Business Applications) CRM Modules:Call Centre, Clear Support, Clear Sales, Policies & Customers, Product Manager, Process Manager. Database:Oracle Operating Systems: Windows 7, Windows 10 Tools : TOAD, Rational Clear Case, Rational Clear Quest, BMC Remedy8.1 , IBM Lotus Notes, Pravesh (ID Management System), Accel Pro & Check Point VPNs CURRENT PROJECT PROFILE: Project #1 Project Name: CRM Business Application (Smart Client & iCare) Configuration & Technical support Client: Reliance communications pvt ltd. Team size : 10 Role: Team Lead Project Description: SmartClient and iCare are web based business application, which are used by Reliance Call Center and field users across PAN India. It provides up to date information of Customers for all Line of Business. It helps the company to overcome problems faced by customer by creating cases, Customer interaction, verifying bill, Bill Adjustment, Pass the Waiver and MACD. Responsibilities: Handling all CRM Configurations like OTC (Unique Code for Reliance Mobile store) Code Creation, IR/SRs, Queue, Privilege, payment, adjustment, MACD in SmartClient and iCare business applications as per the business / User requirement. Testing the New Development in respective business applications module as per Business Requirement. Preparing the end-to-end test conditions/Test cases. Monitoring for the defects on daily basis & co-ordination with Application development teams, DBA and Business teams in terms for escalation, follow-up & resolution of user issues. Find BUG & report to the development Team through Clear Quest Web Java Environment. Handling data extraction issues using Oracle 10g Maintaining the Database of ID Creation, Activation, Deactivation, Privilege, IP Binding and Password reset for various business applications. Participate in walk-through, inspections, reviews, and user group meetings. Managing Hierarchy of Circle, Zone, Cluster, CIOU, OTC in CRM applications. Publishing MIS Reports Publishing Weekly/ Monthly review report on the basis of security terms. Project #2 Project Name: Pravesh Centralized Request Management Application Client : Reliance communications pvt ltd. Team size : 4 Project Description: Pravesh is Centralized Request Management Application which is used by all stakeholders of Reliance for Various Application’s ID Management Activity. Responsibility: User administration though web console over PAN India Involved in the Release Configuration and Deployment phase. Testing the New Development in respective module as per Business Requirement. Project #3 Project Name: VPN Management Client: Reliance communications pvt ltd. Project Description VPN is used over PAN India by 3rd party users (Reliance Mobile Stores). Team supports these users for VPN Mgmt activities. Responsibility VPN ID MGMT (ID Creation/Password Reset/ Termination/Reconciliation) Troubleshooting and providing Resolution (Installation Support, Policy addition, DNS Entry) Capture Business requirements & coordinate with Vendor for resolution Previous Job Profile: TSE in RBPO Pvt Ltd Supporting Reliance Globalcom employees (All over the world) in resolving Desktoprelated issues Handling Network, Incidents Notification, Planned activities. Installing applications e.g. Clarity, Clarify, Oracle, Remedy with remote support Maintenance of Global Servers remotely PERSONALDETAILS Full Name: Sushama Ashish Thakur Husband’s Name : Ashish Ramesh Thakur Date of Birth : 19th Aug 1989 Nationality : Indian Gender : Female Marital Status : Married Language Known : English, Hindi, Marathi Address : 404, Shiv Shreyas CHS, Plot No 86, Sec 50 (New), Seawoods, Nerul (W), Navi Mumbai- 706 I hereby declare that all statements made are correct to the best of my knowledge and belief. Date: Sushama Ashish Thakur Place: - Seawoods (Navi Mumbai)