Vikash Agrawal

• Partnered with project team members to identify and quickly address problems.
• Escalated incidents to next level to remain compliant with company's standards and procedures.
• Monitored and tracked project metrics and collected data to share with project members.
• Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
• Mentored and guided staff to enhance performance and exceed customer expectations.
• Recruited and oversaw personnel to achieve performance and quality targets.
• Working as ITSO of the multiple project(GBS and GRMB)
• Worked on system enhancement and introduced multiple processes to reduce the incident couny by 70% and BGCR by 50%.
• Sourced, vetted and managed vendors needed to accomplish project goals.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Working as SME for both the development, testing team, operation team and business for any queries related to functionality and technicality of the project.

• Built strong relationships with customers through positive attitude and attentive response.
• Involved in planning for Disaster Recovery test of all the production server and helped the team to execute the same with zero incident.
• Actively participated in the proactive patching of all the production server and ensured that the business is running smoothly.
• Suggested and enhanced the monitoring of the Control-m jobs for all the 25 sites which has improved the manual monitoring by reducing the number of failures.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Implemented new working processes to deliver multiple improvements.
• Assisted with new hire processing and existing training programs.
• Led team of Number members while providing exceptional customer service.
• Initiated timely response to emails, voicemails and written correspondence.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Coordinated weekly meetings for internal and external groups.
• Actively involved in resolving the high severity issues after involving all the relevant teams.

• Trained and mentored junior developers and engineers, teaching skills in Core Java, PL/SQL, XML and XSLT and working to improve overall team performance.
• Independently worked on developing the Twist statement without any post production defects which was appreciated by business.
• Involved in the critical production incident with quick turn around time to avoid any customer impact.
• Captured specifications, testing methods and other information for project into technical manuals.
• Partnered with development team on product development and application support plans.
• Provided guidance and mentored less-experienced staff members.

Learnt and implemented the XSLT changes to remove the dependency from Vendor and hence saving a considerable amount of cost.

Developed the utility in Java to decode the invoice file sent to