jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom summary itil certified service management lead experience 10 years one top 4 pc insurance client extensive technical functional expertise net applications specializing incident problem change management skills clientserver architecture sql server c aspnet xml oncall command centre bcp champion process improvement champion lean incident problem change management project documentation scrum debugging testing deployment bmc remedy tfs scm splunk itsm 91 service level agreements sla pc insurance auto sl commercial lines experience 032020 current net applications service management lead amazoncom inc downers grove il establishes weekly monthly service status review meetings key stakeholders ensures promotes itil best practices incident problem change release management managing 10 junior developers onshore offshore delivering consistent coaching constructive feedback leveraged agile methodologies move development lifecycle testing final implementation resolved customer issues establishing workarounds solutions debug create defect fixes within client specified sla meeting kpis implemented unit integration testing protocols consistently deliver high quality functional features minimal defects advised customers users required maintenance practices diverse software systems support warranty requirements industry best practices submitted use cases implemented using rpa blue prism save effort budget followed lean processes developed a3 model process improvements within team preparing weekly monthly sla kpi audit pbi incident reports presenting client delivered software solutions consistent product roadmap release plan milestones key performance indicators 082015 022020 service management specialist capgemini city state analyzing business requirements system specifications understand application fix issue incident problem management creating new knowledge base problem known errors maintain high coding standards developing easy maintainable code internal code review arrange official code review client adhere service level agreements sla kpi meet targets provide call support production elevates monitor servers maintenance patching leading internal quality team audit team verify problemincident fixtures meet client kpis command centre avm check splunk ui error logs instrumentation database health check production elevatedatabase monitoring new trend error analysis research involve external teams stake holders issue work test environment propose immediate fix production issues 032011 082015 net developer capgemini city state develop maintain custom data centric web application using aspnet c xml involved process designing developing enhancing integrating application unit test assuremeets requirements debugging fixing bugs reported working enhancement change requests assessing technical documents requesting determine need develop code contribute technical functional design documents review peer test another consultants work working closely onsite team client resolve issues improve application usability working offshore back resource deployment week working shifts hyper care support week education training 072010 bachelor science electrical engineering biju patnaik university technology bhubaneswar accomplishments consistently maintained high customer satisfaction ratings created highly effective new process automation efforts significantly impacted efficiency improved operations led team achieve best slas earning recognition upper management financial reward activities honors best delivery excellence award best performance na bu 2015and 2016 bravo award best performance na bu quarter 1 2016 star award best performance na bu quarter 1 2013 rising star award best performance na bu quarter 1 2012 certifications mcts 70536 certification mcts70513 certification itil v3 foundation certified