FLOWER SINGH
Chennai
Summary
Experienced with system analysis, project management, and process optimization. Utilizes in-depth technical knowledge to address business needs and implement efficient solutions. Track record of enhancing operational efficiency and ensuring seamless system performance in dynamic environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior System Analyst
Firstsource Solutions Limited
10.2022 - Current
- Automate manual processes using AI-driven techniques to reduce human interaction in data capturing.
- Develop and customize OCR applications to accurately parse PDFs and images into organized, editable text formats.
- Tailor OCR applications for diverse healthcare clients using Agile methodology.
- Analyze recurring user issues and provide permanent fixes to enhance application efficiency.
- Participate in the product development lifecycle, collaborating with product owners, R&D, and global user feedback teams to deliver high-quality software.
- Develop custom software solutions to address unique business challenges, improving overall operations.
- Collaborate with cross-functional teams to develop and implement effective software solutions for business needs.
- Improve system efficiency by streamlining processes and implementing automation tools through productivity improvement activities.
- Implement configuration changes and execute through the change management process post-testing.
- Create system requirement specifications for internal business and customer requirements.
- Manage product/updates releases in the UAT/live environment through release management.
- Escalate project-related issues promptly to rectify problems and avoid delays.
- Participate in change management initiatives, supporting seamless transitions during technology upgrades or process overhauls.
- Engage in Sprint planning, Daily stand-ups, Sprint Review, Retrospective, and Product Backlog Refinement meetings.
- Communicate and explain business requirements to team members to understand and implement functional demands.
- Collaborate with upper management to drive strategy and implement new processes.
- Produce weekly/monthly reports for management on service levels and support activities.
- Mentor junior analysts, sharing industry knowledge and best practices to improve team performance.
- Create all troubleshooting documentation and distribute it to team members and key stakeholders.
- Prepare Test Plans, Test Strategies, and Test Cases based on the product backlog.
- Conduct reviews, walkthrough, and inspections for the prepared test plans and test cases.
- Execute test cases using manual testing techniques.
- Report defects to developers and track them to closure.
- Validate EDI outputs for US healthcare insurance claims.
- Build UAT, training, and live environments for new clients based on requirements.
System Analyst
Firstsource Solutions Limited
07.2017 - 09.2022
Executive Support Engineer
Firstsource Solutions Limited
12.2013 - 06.2017
- Lead a support team of 15 members and serve as a backup for the Project Leader.
- Manage incidents from low to high-severity throughout their life-cycle, ensuring resolution and restoration in accordance with SLA.
- Provide clear ownership and resolution of incidents/faults logged against applications/systems supported by the Application Support team to agreed SLA's and KPI's.
- Ensure the Applications Support team delivers a professional, customer-focused, and high-performing support service in line with agreed service scope and service levels.
- Recommend and assist with developing improvements around support processes, tools, standards, and the overall performance and level of support provided by the Applications Support team.
- Assist with the development and implementation of business continuity and service recovery plans and activities.
- Develop and maintain standard support procedures and other documentation to ensure the support, availability, and continuity of IT services to agreed SLA's and KPI's.
- Proactively monitor applications/systems to capture potential issues (e.g., alerts, performance) before they occur, in accordance with monitoring/maintenance procedures.
- Participate in service operational reviews, ensuring SLA, KPI, and other data/information are provided to assist with such reviews.
- Produce weekly/monthly management information reports to IT management concerning service levels and support activities (e.g., dashboards, quality, trend, SLA's, KPI's, risks/issues).
Incident Manager
NetConnect Pvt Ltd
06.2012 - 12.2013
- Manage and coordinate activities during the overall Incident life cycle.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations
- Real-time analysis & continuous follow-up with global support teams for incident resolution
- Ensure that the incident record is fully updated prior to the Problem Management handover
- Chair Bridge calls for effective coordination, incident resolution, and service restoration
- Continuously follow up with the support team for relevant notification updates per SLA, and drive resolution
- Ensure Incident Timeline Report is created immediately after resolution
- Contribution to ongoing process & operational improvements
- Uses professional expertise to integrate work and make operating decisions on escalated issues
Incident Manager
Infoservices Pvt Ltd
08.2010 - 05.2012
Junior EDP Executive
Neurons Software Consultants
08.2008 - 07.2010
- Troubleshooting for high/low priority network, server, and application-related issues and restoring the normal service·
- Configuring operating systems and applications.
- Monitoring, and troubleshooting Windows, Desktop, and Thin Clients
Education
MBA - Systems Management
Madras University
01.2012
B.Sc - Computer Science
Manonmaniam Sundaranar University
01.2008
High School Diploma -
HSC- London Mission School
Marthandam, India01.2005
High School Diploma -
SSLC - London Mission School
Marthandam, India01.2003
Skills
- Manual Testing
- Optical Character Recognition (OCR) Tools
- IT Service Management
- Project Management
- Azure DevOps
- SQL Server
- O365 Tools Utilization
- Agile Development Practices
- Software Development Lifecycle
- Software Testing Lifecycle
- US HealthCare
- Electronic Data Interchange Processing
- Business process improvement
- User acceptance testing
- Software development life cycle
- Troubleshooting
- Analytical thinking
- Problem-solving abilities
- ITIL framework
- Software integration
Websites
Hobbies and Interests
- Reading
- Cooking
- Youtube Creator
- Content creation
- Gardening
- Poem writing
Awards
- Best Performer award (1 times)
- Best Analyst Tester award (1 Times)
- Quality Champion Winner award from the client
- Star performer award (2 times)
Certification
- ITIL Foundation Certificate in IT Service Management
Timeline
Senior System Analyst
Firstsource Solutions Limited
10.2022 - Current
System Analyst
Firstsource Solutions Limited
07.2017 - 09.2022
Executive Support Engineer
Firstsource Solutions Limited
12.2013 - 06.2017
Incident Manager
NetConnect Pvt Ltd
06.2012 - 12.2013
Incident Manager
Infoservices Pvt Ltd
08.2010 - 05.2012
Junior EDP Executive
Neurons Software Consultants
08.2008 - 07.2010
B.Sc - Computer Science
Manonmaniam Sundaranar University
MBA - Systems Management
Madras University
High School Diploma -
HSC- London Mission School
High School Diploma -
SSLC - London Mission School
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