Sandeep Kumar.

S
Mobile:+91 9886754421 No.302, Pioneer pride Apartments
Sandeepkumar.blr@gmail.com Bannerghatta road
sandeepkumar_s@rediffmail.com Bangalore 560 076

Career Objective
To bring forth the best of my ability towards the attainment of a successful and satisfying career that
would also serve as a progressive input to the organization along with the application of my technical skill.
To Create dramatic, measurable, and permanent business process improvement through Six Sigma, Lean
and Project management

CERTIFIED SIX SIGMA BLACK BELT and ITIL V4

A Certified professional in quality, processes, and efficiency offers a proven track record of success in
identifying areas for improvement and formulating/executing initiatives that enhance operational,
organizational, and system performance. Mentors team members in industry best practices, Lean Six
Sigma methods, and customer service to quickly and effectively address customer concerns, drive
regulatory compliance, advance continuous improvement, and create significant cost savings. Also
certified in ITIL for IT service management

Professional Summary

Having 9 Years of experience in Software Testing and Quality Assurance and Certified Six Sigma
Professional Flexible with work environment having good communication and interpersonal skills. Have
ability to work independently as well as a team member on group projects.

 Launched a continuous improvement department, hiring, training, and managing team members.
 Planned and led process improvement projects while supporting Lean Six Sigma deployments in
various business functions, including risk management service management, change
management
 Total Adherence to Service Level agreements(SLA’s) and no slippages
 Create dramatic, measurable, and permanent business process improvement through Six
Sigma, Lean
 Was key contributor in Company getting and maintaining Quality certifications like ISO 9002
 Have good knowledge of ISO20k concepts
 Perform cost analysis and calculate the economic returns of each project
 Have exposure to tools like Pareto analysis,FMEA,SIPOC
 Experienced in ITIL process implementation
 Promote and support the deployment of Service Management processes to all groups interacting
with Problem Management, Change Management and Incident Management
 Establishes policy, procedures, and standards to ensure consistent, high quality delivery of service
management
 Involved in drafting and executing Application Test Schedules
 manage and sustain large change management projects throughout their full lifecycle
  Well acquainted with SDLC and STLC
 Improved quality performance and client satisfaction
 Involved in test estimation
 Created detailed Test plans to check the functionality of Application
 Responsible for creating test case templates to facilitate mapping of manual test cases to
automation test scripts
 Developed Tractability Matrix which is a proof of document to ensure that all the specifications
are been tested and has no defect
 Developed Risk based testing using Risk Prioritization Matrix (RPM)
 Planning and reviewing the Test cases for Functionality, Database and User Acceptance and
Provided accurate estimations of QA efforts
 As a QA Lead, participated in walkthroughs for the evaluation of the test plan with the design and
development Evaluates team metrics to interpret results for team key decisions
 Knowledge of First data resource based credit card verification
 Knowledge on payment systems like BACS,CHAPS,CHIPS
 Having good Interpersonal skills and Communication skills
 Adaptable to any Environment with very challenging timelines

Key Job Functions

 Performing end-to-end incident management. Responsible for time-critical User Service/

Infrastructure restoration, technical troubleshooting within complex IT systems environment.
Working with customers, internal IT and infrastructure teams, third party data providers etc.
throughout the service restoration process.
 .Facilitate ACSAT, PCSAT, Pulse Surveys , action planning and action closure
 Providing regular incident and change notifications (planned & unplanned) to impacted lines of
business and senior managers with appropriate data including business impact, application
affected and relevant details regarding incident resolution.
 Set up and Improve Ticket level customer satisfaction (TCSAT) and Deploy Ticket Audit processes
 Creating and updating Remedy tickets for change and incident management to document
monitoring and recovery steps. Capturing incident follow-ups and completing formal post
implementation reviews.
 Escalating and communicating in a timely fashion the status of major incidents and problems with
IT and business stakeholders including executive management
 Working closely with problem owners, SMEs and other stakeholders to identify problem scope
and escalate IT service outages to specialize engineering. Creating statistical reports and
performing analysis on a weekly basis for areas of responsibility.
 Monitoring calls, Assess agent performance, Monitoring trends and Design evaluation programs

Professional Experience

Worked as Quality Lead for Synchronoss Technologies .Synchronoss is NASDAQ listed company who are
having clients among major Telecommunication companies in North America in Cloud and Device
activation
Previously worked as a Application Installation specialist for Celestial V Solutions (www.celestialv.com)
Bangalore, from May 2006 to Nov 2008

Quality Control Six Sigma projects

Company:Synchronoss

IT infrastructure project : There was NOC team in our company which was handling IT related issues both
for US and India and would work round the clock to support all Development centers around the world
.There were issues relating to ticket process .Initially there was only single Point of contact for user related
queries and Server related queries which was split so that issues could be prioritized .I identified certain
bottle necks to make sure that response time came down .Went to root causes to identify why tickets were
being open to what could be done to make sure once ticket is open its being worked upon at the
earliest .Also Another major concern was reopening of tickets and had to identify why this was
happening .Also had to manage and streamline the process for Change request, Service request and
incident management

IT Network project: There were issues with the Servers and Routers installation configuration since one
data centre was located in Bangalore and one in Pennsylvania there needs to be seamless changeover
which would not affect any project or process .Whenever new Router or server needed to be configured
there would be pre-designated down time of couple of hours (mostly on weekends ).The goal was to make
sure this was smooth .

BPO project: Agents needed to be trained with the call opening ,handling the logs, making sure which sort
of information needed to be entered in logs ,how to minimize the call duration so that maximum calls
could be attended .Also there was issues with call backs being missed so had to streamline the process.
Was involved from the beginning as it was green field project

Technical Skills

BI Tools Informatica 8.6,Cognos 8.4

Databases Oracle 10g,MS SQL-2008
Operating Systems Windows 2000

Professional Achievements
 I was awarded Performer of quarter between June –Aug 2011

Academic Background

 B.E (Electronics and Communication) - - 64%.

Linkedin Id: https://www.linkedin.com/in/sandeep-kumar-02097b153/

PERSONAL DETAILS

Mobile No : 98867 54421

Address : No.477, 1st Main, 1st Cross, AGs layout
: Bangalore 560 061
Marital Status : Married
Nationality : Indian.
Linguistics : English, Hindi and Kannada