Soumya Makena

• Environment: TD Mobile, Gupta Vison, ECM products and its integration into external environments:

(Brava/Blazon Enterprise, Content suite and Integration products mainly on Documentum D2, BavaDesktop,xCP,Webtop,Appworks etc )

Roles & Responsibilities:

• Represented OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments and multiple products.
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
• Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Utilize Knowledge Base articles as a resource to solve customer issues, researching the Knowledge Base as a step in the troubleshooting process.

• Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Working as Production Support, attending production calls, troubleshooting the application, and resolving bugs.
• Provided support and inputs in Agile/Water fall software deployments
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

·Worked on sub project as a business analyst for all transactions.

·Lead the venture Project with the team Size 35, On boarded 105 European /North American customers.

Environment: Biz Suite: BizManager, BizMapper, BizLink, INOVIS, CONEXIOM, Oracle e-Business Suite.

Project Description: The purpose of the project is Onboarding customers using Biz suite (EDI), using the VAN services GXS INVOIS and CONEXIOM. The format for the the project was Oracle EBS for which we had the mapping on both Inbound and Outbound transactions including weekly INVRPT and SLSRPT’s. Using Biz Manager creating the profiles connecting to VAN and some customers even have the AS2 direct from Biz Manager. The design was complicated using VAN, EDI, Preprocessed, connectivity to Oracle and finally to the ERP systems.

Roles & Responsibilities:

·Monitoring the Biz Manager by solving the issues related to all the transactions.

·Monitoring INOVIS, CONEXIOM and solving all VAN related issues.

·Worked on Re-processing of documents using WIN-SCP.

·Worked on Oracle queries to retrieve the concerned data.

·Worked on creating trading partners to on board them to EDI (Biz Manger and INOVIS, CONEXIOM).

·Experience in working with trading partners to research and resolve issues/problems and firewall issues as well.

·Monitoring bad files generated by Oracle E-commerce gateway, Preprocessor, proxy and firewall issues.

·Experience in scheduling the Biz as well as VAN services.

·Need to reach CSR's to for solving the problem with the business terms.

·Worked on on-demand work like fetching the details of transactions of particular mentioned customers.

·Coordinate testing activities with above mentioned parties and complete Integration testing.

·Good knowledge on total process flows of Project environment.

·Good knowledge on working DEV/QA/FUT environments.

·Had a Hands-on on all Maps related to project and their end-to-end transformation.

·Worked on sub project as a business analyst.