PEOPLE

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Work experience

RPA Consultant (from July 2019

Education

Master of Technology (from August 2012 to August 2014)
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I am a person with positive attitude who can give her best commitment towards the employer and adhere to all quality processes required to deliver superlative results in dynamic and demanding environments that exceed performance targets and customer’s expectations.
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+ Technical Writer of long experience, mainly in IT including in areas such as Quality Assurance (ISO 9001) and also Civil engineering (Defence Housing Australia.).
+ Previously media journalist in TV and radio, with audio visual production skills and 6 months as part-time TAFE lecturer.
+ Skills in MS Office toolset including Visio and range of other documentation tools to handle XML, HTML, web interfaces.
+ Recent experience for documentation of web-based customer support chat bots involving ML, Natural Language Understanding and automatic translation.
+ ITSM / CRM experience as part of support team for on-boarding of B2B customers for IP Australia using Confluence to document complex XML configurations as well as providing instructional documentation and system architecture overview briefing for use by ongoing Support team.
+ Earlier experience involved customer configuration documentation for customisation of web interface to an internationally-used Business Service Management system.
+ Some basic programming background has made it easier to communicate with developers and in some cases, to build own tools to aid in documentation tasks.
+ Work history includes both government (Federal and State) and private sector contracts and policy work at Ministerial and Parliamentary levels.
+ Familiar with most mainstream documentation and knowledge management systems and recently an assessor for major tenders for an Enterprise Content Management system at Essential Energy.
+ BA with majors in Psychology and English.
Can relocate for work and have done so successfully in past to Canberra, Sydney, Brisbane.
Separate resume document available.
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Work experience

Product Technical Lead (from September 2007 to June 2019)
Having 7 years of experience as a Business Analyst (along with 4.7 years of Software Testing experience) during a decade long career in Software Engineering, I have specialized in digital transformation leading a team focussed on customer experience (CX) in digital banking solutions. Being a proactive, self-starter has helped me extensively in working with a team throughout the software development life cycle (SDLC) or during other assignments that have self driven targets.

Education

Education (from April 2003 to May 2007)
Bachelor of Technology in Electronics and Communication Engineering

Other

Hello, I am writing to express my interest in the role you have recently advertised and attach my resume for your review. I have 7 years of experience as a Business Analyst and 4 years 9 months as a Software Tester. I have been involved in end-to-end delivery of a project from requirement gathering, review, analysis, testing and certification. My written and verbal communication skills are impeccable, as are my team-building abilities, as I have often had to allocate tasks, train and mentor junior staff. Pearson Academic (PTE) has assessed my English communicative skills in speaking, writing, listening and reading to be Proficient, translating to an overall score of 86/90 (This score is equivalent to an IELTS 9 band). I am also a quick learner with excellent academic records. Australian Computer Society (ACS) assessed these qualifications as comparable to the educational level of an Australian Degree. I am a Permanent Resident of Australia with unrestricted work rights. The details for Visa Entitlement Verification Online (VEVO) details can be provided upon request. SEEK and CERTSY have certified my right to work in Australia as ‘Permanent unrestricted work rights in Australia’. I am available to join immediately. I believe that my knowledge and experience coupled with my energy and passion will add value to your business. Thank you for taking the time to consider my application and I look forward to hearing from you. Kind regards, Rohit Abraham Jose
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Work experience

Customer Service Executive-Technical (from January 2012 to August 2019)
Refinitiv [Formerly known as Thomson Reuters] (In Australia) 2012 – Now Help client queries including application issue and networking issue and, find a solution to solve the issue by using phone, email or remote session. Key Responsibilities: • Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction. • Provide technical support for problem resolution, including narrow downing and reproduction of customer issues. • Interact with clients, second level team and network teams. • Logging and classifying all calls and requests for assistance in the customer relationship management system. • Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur. • Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. • Accept additional projects or areas of responsibility that will improve the team’s performance. Achievements: • Achieved targets presented by the company every time. • Received customer service awards based on customer satisfaction survey result such as Gold Prize Above & Beyond and, Wow Completion. • Shared email templates that I created for resolution for issues. This ease and shorten troubleshooting time for team members. • Contributed several projects for improving our services and team performance, this resulted to lead success result (Such as building up and maintaining a team information sharing portal site and call quality competition that I as a committee member evaluated agent's client enquiry calls and provided feedbacks to agents weekly). • Trained and mentored new employees. • Knowledge transfer for relocation of call centre. Main Products: • Thomson Reuters Eikon - Financial information application • FX Trading - Foreign exchange trading application
Advertising Agency Sales/Planning Manager (from May 1997 to December 2003)
Daiichi Hansoku Kikaku Inc. (In Japan) 1997 - 2003 Find new clients and retain clients, at the same time create marketing plans and implement them especially trade sales promotions and consumer sales promotions. Key Responsibilities: • Retention of existing clients and expand sales from existing clients. • Make and present marketing plans suggesting strategies of developing market share of clients and, penetrating products of clients to consumers in current business environment. • Analyse consumer and market trends, and visit clients to present them for further proposal. • Manage marketing crews of up to 100 staff during product campaigns or marketing strategy plans. • Report and adjust progresses of marketing plans. Achievements: • Constantly achieved targets of sales and expanded sales of existing customers. • Expanded from small sales to the company's largest sales by developing customer relationship regularly and creating connection with customers organizational hierarchy (key person). • Achieved historically the highest individual annual turnover within the company (this company was established around 30 years ago at the time). • Risk management went smoothly with advance preparations. • Complaint management went smoothly with providing reports and prevention plans. • Became a key person to communicate with partner companies by warm-hearted, detailed and speedy communication.

Education

Bachelor (from April 1993 to March 1997)
Economics
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7 years of hands on experience in Architecture, Design and Implementation of Claim Processing and Policy Administration applications using Guidewire InsuranceSuite practice.
Expertise in package implementation for Guidewire ClaimCenter/PolicyCenter/BillingCenter for claim and policy management for the P&C industry.
Strong Guidewire PolicyCenter customization and implementation expertise.
Strong expertise in Guidewire, Gosu, Java & J2EE technologies.
Managed various Guidewire integration modules that involve web service APIs, plug-ins, messaging, batch processes and workflow design patterns.
Exposure to multiple Line of Business — Property, Casualty, Auto and Workers Compensation of North American market in insurance industry for personal and commercial lines.
Strong P&C Insurance domain knowledge for Policy administration system, Claims processing, Billing and receivable system in the North American market.
Have a very good understanding of methodologies & establishing procedures/standards/best practices for implementation & maintenance of Insurance Products.
Possesses experience working in SaFe Agile and Scrum methodologies.
Analyzed customer needs, identified technologies, implemented Proofs of Concept (POC), prepared solutions documents, evaluated efforts and formulated responses for different user requirements.
Worked for major Insurance clients across globe and collaborated with diverse teams from many countries.
Strong Technical background, analytical ability, communication skills, team player, detail and goal oriented, with a commitment toward excellence.

Work experience

Senior Guidewire Technical Specialist (from May 2019
Leading few major PolicyCenter & ClaimCenter projects for NSW insurance in icare. Managing the Integration activities with third party external systems in terms of architecture, design and delivery. Very good understanding of Workers compensation line of business. Working with Guidewire architects, product owners, BAs and other teams for identifying business needs to develop the functional and technical requirements.  Following SaFe agile methodologies. Involved in data mapping & domain value mapping for various Integration points.
Senior Consultant (from February 2015 to June 2016)
Managed customization and implementation of Guidewire PolicyCenter & ClaimCenter for StateFarm. Managed the Integration activities with third party external systems in terms of architecture, design and delivery. Documented existing processes, identified gaps, evaluated user needs and suggested improvements in systems/processes, assisted client IT managers in scheduling and prioritizing software releases and project planning. Worked with Guidewire architects, product owners, BAs and other teams for identifying business needs to develop the functional and technical requirements. Worked as part of an international team in diverse/ complex work culture.   Followed agile methodologies. Integrated with State Farm Client system for Client search, retrieve, create, update & sync which involves web service API integration mechanism. Worked on VIN integration to get the rate and VIN details which involves web service integration mechanism. Integrated with Geocode service to get back standardized addresses and territory codes for different locations. Involved in creating PCFs for testing purpose for various integrations I have worked on. Worked on data mapping & domain value mapping for various Integration points. Supported and contributed to project planning, engagement activities, budget management, and successful completion of engagement deliverables. Delivering the integration point/enhancements/bug fixes in Test environment for system testing and resolving issues, if any. Managed customization and implementation of Guidewire PolicyCenter & ClaimCenter for StateFarm. Managed the Integration activities with third party external systems in terms of architecture, design and delivery. Documented existing processes, identified gaps, evaluated user needs and suggested improvements in systems/processes, assisted client IT managers in scheduling and prioritizing software releases and project planning. Worked with Guidewire architects, product owners, BAs and other teams for identifying business needs to develop the functional and technical requirements. Worked as part of an international team in diverse/ complex work culture.   Followed agile methodologies. Integrated with State Farm Client system for Client search, retrieve, create, update & sync which involves web service API integration mechanism. Worked on VIN integration to get the rate and VIN details which involves web service integration mechanism. Integrated with Geocode service to get back standardized addresses and territory codes for different locations. Involved in creating PCFs for testing purpose for various integrations I have worked on. Worked on data mapping & domain value mapping for various Integration points. Supported and contributed to project planning, engagement activities, budget management, and successful completion of engagement deliverables. Delivering the integration point/enhancements/bug fixes in Test environment for system testing and resolving issues, if any.
Consultant (from January 2012 to May 2014)
Dealt with customization and implementation of Guidewire ClaimCenter for QBE Insurance Client both for USA & UK which is considered as one of the biggest Guidewire transformation projects in the world. Managed the Integration activities with third party external systems in terms of architecture, design & delivery. Involved in gathering requirements, creating integration design documents, data mapping sheets, test plans, coding & testing. Worked on various integration points that involve Web service APIs, plug-ins, messaging, batch processes and workflow design patterns. Integrated with Policy system for PS&R which requires good understanding of PolicyCenter. Have worked to integrate Claim Center with ISO to identify fraudulent claims which involves complex coding & good insurance domain knowledge. Worked on various integration points like salvage and subrogation. Development of batch jobs (MSP, Automated Letters etc) to keep custom third party system in sync with Claim Center. Involved in creating front end test pages for integration testing for various functionalities. Involved in data mapping & domain value mapping for various Integration points. Domain expertise in Personal Auto, Property, Umbrella and Workers Compensation LOBs. Integrated with many third party systems like AGCM/ Fusion/ Zoom that involves the concept of Entry Point & Exit Point. Led the offshore integration team (agile scrum methodology) for Nationwide Mutual Insurance Company’s Personal Lines Policy Transformation Project. Followed agile methodologies. Integrated with Claims system for Policy Retrieve & Claims Search which involves web service integration mechanism. Integrated with Insbridge Rating engine to quote a policy to get premium which involves good understanding of domain knowledge. Have worked with Guidewire architect team to develop a common Batch framework for all batch related integrations which involves understanding & requirement analysis of a common batch framework which can be used by different type of integration with similar functionality. Development of batch jobs (Producer Update, Agent Change etc) to keep custom third party system in sync with Policy Center. Delivering the integration point/enhancements/bug fixes in Test environment for system testing and resolving issues, if any.
Associate Consultant (from March 2011 to January 2012)
Participated in customization of Fund Transfer Module with the interface items and non-functional requirements gathering, architecture design, high level design, detailed level design and implementation of Java EE, Struts applications. Analysis and estimation for changes requested by the client. Front-end screen design & web logic deployment.
Systems Engineer (from June 2009 to December 2010)
Participated in functional and non-functional requirements gathering, architecture design, high level design, detailed level design and implementation of Java EE, Struts applications. Analyzed changes requested by clients, estimated impact on systems, performed coding and integration testing.

Education

Bachelors in Technology (from August 2005 to May 2009)
Electronics & Telecommunication Engineering
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