Professional Summary

Vipin has over Thirteen years of working experience in the IT industry. He has been working from the start of his career in developing, maintaining and supporting software solutions in the capacity of a Programmer Analyst/ System Analyst/ Project Manager.

Functional and Domain expert with strong business and systems expertise of the transportation domain (Air and Sea Freight, Warehousing, Cargo Management)

Global experience in enterprise application implementation. Exposed to end to end implementation cycle from requirements gathering, requirement analysis/ fitment analysis, preparation of URD/ FS/ SRS/ test cases, functional testing, UAT to deployment, defect tracking and resolution, exception management and customer support

Has a working knowledge and understanding of working in service management in service support and service improvement area based on ITIL concepts.

Has an excellent combination of domain and technical knowledge which helps in effectively communicating with the customer and correctly judging the technical requirement and roadmap for expanding business.

Has thorough understanding of EDI messages related to the transportation domain governed by bodies like IATA.

Roles Played

Role Profile: BUSINESS ANALYST/ IMPLEMENTATION CONSULTANT

Client: 1. Dar-EsSalaam Airport Handling Company, Dar Es Salaam, Tanzania
2. Kuala Lumpur Airport Services, Kuala Lumpur, Malaysia

Responsibilities:
Project planning, Documentation and change management.
Requirement gathering and analysis.
Mapping business processes.
System implementation and UAT
Post-implementation support and user training

Role Profile: PRODUCT MANAGER/ PROJECT MANAGER

Client: 1. Menzies Aviation (London (UK), Amsterdam (Netherlands), Macao (Hong Kong))
2. Kenya Air-Freight Handling Limited, Nairobi, Kenya
3. Oman Aviation Services, Muscat, Oman
4. Air Zimbabwe, Harare, Zimbabwe
5. Dar-EsSalaam Airport Handling Company, Dar Es Salaam, Tanzania
6. Kuala Lumpur Airport Services, Kuala Lumpur, Malaysia

Responsibilities:
Tracking customer needs are met through timely and efficient completion of deliverables
Implementation of deliverables in a cost-effective manner, achieving results and time commitments within budgeted parameters.
Project planning, High-level design documentation for product enhancement and customer-specific requirements
Pre-sales support.

Role Profile: APPLICATION TECHNICAL SUPPORT MANAGER

Client: 1. British Telecom (BT) United Kingdom
2. Menzies Aviation (London (UK), Amsterdam (Netherlands), Macao (Hong Kong))
3. Kenya Air-Freight Handling Limited, Nairobi, Kenya
4. Oman Aviation Services, Muscat, Oman
5. Air Zimbabwe, Harare, Zimbabwe
6. Dar-EsSalaam Airport Handling Company, Dar Es Salaam, Tanzania
7. Kuala Lumpur Airport Services, Kuala Lumpur, Malaysia

Responsibilities:
Monitor, classify and assign logged incidents according to level of severity.
Service level management.
Analysis of incidents and resolution.
Managed customer liaison and relationship.
Report monthly incident management statistics to client and internal top management.

Role Profile: CONTINOUS SERVICE IMPROVEMENT ANALYST

Client: 1. British Telecom (BT) United Kingdom

Responsibilities:
Identify areas of improvement within the service arena and help in building a culture of continuous improvement.
Analysis of the service desk performance and identify areas of improvement to increase the FTR rate.
Review and provide inputs for knowledge articles to be created by the knowledge management team.
Communicate the status of improvement plans and report their progress to top management.
Attend appropriate CSIP meetings.

Role Profile: SYSTEM ANALYST/ PROGRAMMER ANALYST

Client: 1. Greenways Shipping Agencies Pvt. Ltd., Mumbai, India.
2. Oceanic Shipping Agencies Pvt. Ltd. (Agents-Croatia Line), Bombay, India
3. Prabhat Shipping Company Pvt. Ltd. (Agents-Arabian Express Line), Bombay, India
4. DBC Freight International (Agents-National Saudi Arabia Shipping Company), Bombay, India
5. Unimarine Agencies Pvt. Ltd, Bombay, India
6. Depe Global Shipping Agencies Pvt. Ltd. (Agents -Evergreen and Uniglory Line), Bombay, India
7. Freight Systems, Bombay, India
8. Intermodal Shipping Services, Dubai, UAE

Responsibilities:
Part of the team for design, development and implementation of systems.
Understood current customer business process and conducted requirement study.
Documentation of system specifications, flowcharts, entity relation diagrams and database structure.
Involved in user training and implementation of system.
Coded and designed forms.
Designed and developed system/ customer specific reports.