Soham Dhamnaskar

ACSS is an application used by Verizon customer care executives to resolve various issues of a Verizon customers and to assist them with their requirement such as Account and line level Plan and Feature changes, Warranty replacements, new purchase, resolve open tickets, to track open deliveries issues and tickets and much more.

While working for this application under several different projects in virtue to enhance the application our end goal was to reduce average handling time any given customer. I have contributed my knowledge and expertise in enhancing and modernizing the application, by working for programs notably:

Total Mobile Protection:

• Managed device insurance, replacement, and tracking.

Esim Transformation and Device Support:

• Updated backend for eSIM/pSIM transitions with major device launches.

Fraud and Security R&O:

• Top tier program Concerned with enhanced authentication, adaptive security, and fraud prevention measures.

Channel Operations (R&O):

• Ensured legal compliance and streamlined user experience.

As a Business analyst following is my roles and responsibilities.

Core Responsibilities:

• Defined requirements with stakeholders.
• Translated user needs for developers and QA teams.
• Analyzing the requirement in order to assigning appropriate resources such as designer, developers from different impacted systems and Testers.
• Designed and validated test plans.
• Gathered end-user feedback.
• Tracked project timelines and kept everyone up to date with the Sprint plan.
• Conducted SME interviews and created documents.
• Facilitated cross-functional brainstorming.
• Provided technical support during UAT.
• Prepared business proposals and presentations.
• Documented interfaces between systems.
• Competitive analysis on market trends.
• Maintained BI tools and dashboards.
• Created/reviewed High level design documents.
• Coordinated with clients, technicians, and managers.

Additional Day-to-day activities:

• Release management.
• Monitored defect dashboard and provided reports.
• Identified defect patterns and assigned resolutions.
• Trained QAs and guided new developers.
• Arranged brainstorming sessions and ACSS internal retrospective sessions post every enterprise release.