Veena G
London,ON
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Hands-on team player with over 9 years’ experience in IT product and service operations and delivery.
Overview
9
9
years of professional experience
Work History
Senior Consultant
Splan Inc
12.2018 - 12.2022
- Reported on updates to project specifications and progress.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Tracked receipts, employee hours and inventory movements.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Designed strategic plan for component development practices to support future projects.
- Adjusted equipment to meet different productivity levels.
- Continuously checked products for quality assurance according to strict guidelines.
- Worked different stations to provide optimal coverage and meet production goals.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Handled troubleshooting tasks and used repair methods to immediately rectify assembly line issues.
- Directed and supervised team of 15 engaged in 7 and 5 development.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Reviewed project specifications and drawings prior to assembling complex components to better understand assignments and expected deadlines.
- Coached team members in techniques necessary to complete job tasks.
- · Initiating kick-off meetings with customers and setting the expectations for schedule and outcomes
- · Discovery calls with customers to understand their use-cases and suggesting possible solutions that would fit into product framework
- Coordinating with engineering and business teams to come up with POCs
- Determined areas for improvement and implemented processes to alleviate problems.
- Analyzed problematic areas to provide recommendations and solutions.
Customer Support Team Lead
Splan Inc
12.2016 - 12.2018
- Partnered with sales, operations and field service teams to coordinate solutions.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Assisted sales team by creating and maintaining supporting data files.
- Worked within task management system to receive, manage and close support requests.
- Responsible for Customer Advocacy, Client Relationships, Customer Transitions and Migrations, Overall Product and Service Delivery
- Directly responsible for ensuring delivery expectations are met and issues resolved for key accounts in APAC region
- Revised, documented and tightened customer success processes to reduce reminders and escalations (SLA tracking system, escalation matrix, Zoho reporting, pre-defined email templates, UAT checklists, trending and documentation)
- Optimized customer journey by reducing issue resolution call duration with customers from an average of 90 minutes to 30 minutes
- Coordinating with engineering and sales teams to identify possible problem areas and solutions
- Connecting with customers and partners via regular calls (Critical customers) and quarterly meetings to collect feedback. Understand needs and communicate how this may or may not fit with company vision.
- Customer Relationships: Present metrics and status to stakeholders/management team on what has gone well and what has not, provide alternate solutions
- Upsell/demo new features and upcoming solutions to customers
- Gatekeeper with final say in moving new features and upgraded application to production
- Solution Validation, including API testing of key new and existing features of product across important areas such as browser and backward compatibility, device and hardware integration, performance and security
- Recognized escalation needs and connected customers with advanced support staff.
- Tracked changing software and technologies with potential to impact customer requirements.
LEAD, QUALITY ASSURANCE
SmartNet IT Solutions
12.2015 - 12.2016
- Analyzed and tested different builds to identify, trace and help resolve bugs.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Created and achieved product quality objectives and met product specifications.
- Reported on updates to project specifications and progress.
- Responsible for prioritization of product backlog, coordinating with stakeholders on scope, priorities, timelines, validation of real customer and business value through business readiness testing, documenting user stories while aligning with overall organization goals.
- Ensuring overall quality of the product by working closely with business and development teams to incorporate customer feedback in design from a UI/UX perspective.
- Coordinating with engineering and business implementation teams to understand changing customer requirements and mapping these changes to the product backlog
- Business Requirements documentation, discussion and review with business, support, implementation and engineering teams
- Competitor analysis and fit-review of possible workflow and module updates and changes to the existing product framework
- Stabilized the QA process and supported the transformation to automation by creating an exhaustive repository of generic and customer specific use-cases.
- Responsible for test plans, release planning, designing test scenarios and creating a quality landscape that included performance testing, API testing and integration testing across platforms and databases, bug trend analysis
TEST LEAD, PROVISIONING
SmartNet IT Solutions
12.2014 - 12.2015
- Part of onsite team leading onsite and offshore functional tests coordination EBAY,AIG, Canada life, Assembly of Ontario,COC,WTC,NIKE,Skywalker
- Baseline and environment management, test effort estimation, incident management
- Onboarding, mentoring and training team members based on requirements of the project teams
- Participated in brainstorming sessions to come up with quarterly roadmaps to streamline upcoming projects and initiatives with other test teams, sales, environment and network teams
- Collaborated with product owners to stay current on intended functionality.
- Collaborated with developers and product owners to stay current on product features and intended functionality.
- Delivered lectures on testing techniques, tools and protocols to internal staff.
- Worked with supervisors to improve testing capabilities.
TEST ANALYST, CRM MIGRATION
SmartNet IT Solutions
12.2013 - 12.2014
- Documented integration issues and vulnerabilities and outlined improvement recommendations.
- Created successful test scripts to manage automated feature testing,
- Met with quality assurance, developers and project managers to assess scope and sequence of project.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Identified bugs and issues within system and applied troubleshooting techniques for mitigation purposes.
- Conducted in-the-line testing and evaluated resulting measurements to identify variances in output using current production methods and compare against application-specific tolerances.
- Test cases design and review, defect logging tracking and review, test case execution
- Leading status calls with testing teams (onsite and offshore)
- Supported UAT teams when required to clarify and answer questions on any issues faced
- Design document reviews, gap analysis and use-case related discussions with project teams
Education
Bachelor of Science - Information Technology
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY
Hyderabad, India06.2013
POST SECONDARY - MATHEMATICS PHYSICS CHEMISTRY
Narayana Junior College
06.2009
SECONDARY SCHOOL CERTIFICATE -
Frobel’s Residential High School
Kamareddy, Telangana, INDIA06.2007
Skills
- Technical Skills
- Tools: Test Link, Postman, SQL Server Management Studio, Windows 10, Linux, MySQL Workbench, Zoho Desk
- Software Application Testing
- Task Monitoring
- Hands-on with Apache-tomcat deployments, Build deployments on Windows and Linux machines, Logs analysis, API Integration and Testing
- Production Monitoring
- Performance Improvement
- Report Exceptions
- Resource Allocation
- VMware Monitoring
- User Acceptance Testing (UAT)
- Process Integration
Timeline
Senior Consultant
Splan Inc
12.2018 - 12.2022
Customer Support Team Lead
Splan Inc
12.2016 - 12.2018
LEAD, QUALITY ASSURANCE
SmartNet IT Solutions
12.2015 - 12.2016
TEST LEAD, PROVISIONING
SmartNet IT Solutions
12.2014 - 12.2015
TEST ANALYST, CRM MIGRATION
SmartNet IT Solutions
12.2013 - 12.2014
Bachelor of Science - Information Technology
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY
POST SECONDARY - MATHEMATICS PHYSICS CHEMISTRY
Narayana Junior College
SECONDARY SCHOOL CERTIFICATE -
Frobel’s Residential High School
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