Carol Fernandes
Mumbai
Summary
Highly skilled Technical Implementation Manager with over 10 years of experience in managing software and hardware implementation projects. Proven expertise in leading cross-functional teams, improving operational efficiency, and delivering projects on time and within budget. Adept at translating complex technical requirements into actionable project plans, ensuring seamless integration and user satisfaction. 5 plus years of Payments in Testing with SWIFT, ISO , MT, MX transactions including XML and regulatory project delivery.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Implementation Manger I
JP Morgan Chase
MUMBAI
10.2023 - Current
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Ensured compliance with regulatory requirements and industry standards.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Developed test plans, strategies and schedules for software testing projects.
- Implemented best practices for defect tracking using JIRA bug tracking tool.
- Collaborated with product owners to define acceptance criteria for sprints based on customer feedback.
- Coordinated with developers, testers, project managers and other stakeholders throughout the entire software testing life cycle.
- Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
- Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
- Supervised change management protocols, leading efforts to adapt testing parameters to new feature introductions.
- Performed on-demand ad-hoc testing to spot-check automated diagnostic performance metrics.
- Reviewed software requirements and developed test plans, strategies, and scenarios to ensure all requirements are met.
Sr Tech Customer Representative
Tech <span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Mahindra</span> Pvt Ltd
Mumbai
03.2011 - 05.2014
- Provided remote support to customers experiencing technical difficulties.
- Collaborated with other departments to ensure timely resolution of customer inquiries.
- Implemented best practices for troubleshooting techniques across the organization.
- Created detailed reports outlining the scope of work completed and recommendations for further action.
- Researched, analyzed and diagnosed complex system problems.
- Identified root cause of technical issues and developed solutions.
- Provided training sessions to staff on proper use of systems and applications.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
Education
BBA - General Studies
Mumbai University
Mumbai, MH02-2023
Skills
- Cross-functional team management
- Project Management
- Complex Problem-Solving
- Product Management
- Time Management
- Process Improvement
- Change Management Methodologies
- Agile Framework Expertise
- Vendor Selection
- Test Data Management
- Product Lifecycle Management
- Stakeholder Management
Certification
- ISTQB Certified
- Tableau
Accomplishments
- Cloud Nine Collaborator 2023
- Q1 Winner for 2023 in CIB
Affiliations
- Experience in JIRA Dashboards
- Creating Confluence and Adobe Recording for trainings
- Setting Process Frameworks
Timeline
Technical Implementation Manger I
JP Morgan Chase
10.2023 - Current
Sr Tech Customer Representative
Tech <span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Mahindra</span> Pvt Ltd
03.2011 - 05.2014
BBA - General Studies
Mumbai University
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