SONIA KHANIJO

19510 Paradise Meadow Ct

Cypress TX 77433

Cell: 832.520.5880

Email: sonia.khanijo@yahoo.com

 

 

OBJECTIVE

To obtain a challenging position as a IT Customer Support Specialist or Performance Tester, Load Tester, Functional Tester, Test Engineer or Office 365 Specialist with a good career path that makes the best use of my skills and has good prospects for growth.

 

EDUCATION & CERTIFICATIONS

·               Project Management Professional, PMP

·               Bachelor of Science, Rani Durgawati University, India (1998)

·               Bachelor of Education, St. Ignacius of Loyola, India (2000)

 

PROFESSIONAL SUMMARY

Expert IT Customer Service Lead/Manager & Test Engineer with 6+ years of experience skilled with achieving operational efficiency, along with increasing revenue in the accounting/financial industry.

Expertise includes –

·   Provide on call technical support to customers

·   Streamlined all unresolved issues and answered all client application issues

·   Performed troubleshooting and documented all client application issues

·   Expertise in Blue box Leadership Competencies

·   Data analysis & Root cause analysis

·   SharePoint 2013/online/Office 365 Power User/Analyst

·   1+ years of experience on MS Azure cloud, Amazon Web Service & Office 365

·   2+ years of experience in Testing Tools for Load testing, Stress testing, Performance testing, Web Functional testing, Regression testing, Web Site Security testing & Cross Browser testing

·   Fundamental knowledge & experience of SQL Server 2008-2012

·   Experience on ServiceNow Helpdesk Incident Support/Ticketing software

·   Level 1 Technical support experience of Citrix System Administration, Windows System administration, Networking & VPN administration

 

TECHNICAL SKILLS

·   PMO MethodologyPMBOK/PMI, SDLC/Waterfall, Agile/SCRUM, Six Sigma, ITIL

·   Portal Technology SharePoint Portal Server 2013/2010, SharePoint Online

·   Cloud TechnologyOffice 365, Microsoft Azure, Amazon Web Services

·   Operating Systems Windows Server 2012/2008 R2, Windows 7 enterprise

·   PMO Tools MS Visio, MS Project, Service Now, MS Office Suite, MS Excel

·   Testing ToolsApache JMeter, NeoLoad, LoadRunner, Qtest, Winrunner,

QTP, Regression Tester, HP Quality Center/ALM, HP

Performance Center

 

PROFESSIONAL EXPERIENCE

03/12 – Now Customer Service Manager, Liberty Tax - Houston, TX

·   Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries

·   Team player with excellent interpersonal and collaborative working style

·   Technical support to customers with software deployment and problem resolution for customers

·   Established PMO methodology & implemented best practice policies/procedures/documentation across south central regional offices

·   Lead/Managed 4-person team of business process consultants on a SharePoint process redesign and migration project from On-Prem to Microsoft Azure/Office 365 cloud environment

·   Regression & Software testing using Winrunner, QTP & HP Quality Center/ALM

·   Performance testing using HP Performance Center

·   Functional Test experience on QTP, Winrunner & HP Quality Center/ALM

·   Executed CRUD queries on SQL Server 2008-2012

 

02/11 – 03/12Business Analyst, Liberty Tax - Houston, TX

·   Demonstrated Microsoft Office 365 technical competency; possess a broad knowledge of Office 365 technical architecture Office 365 Admin Portal

·   Identified process problems and implemented new and improved policies and processes

·   Resolved customer complaints and concerns with strong verbal and negotiation skills

·   Execute, manage and lead customers and partners through the Onboarding technical process

·   Performance testing & Business Process Analysis using HP Performance Center

·   Load Tester expertise on LoadRunner & NeoLoad

·   Experience on ServiceNow Helpdesk Incident Support/Ticketing software

·   Level 1 Technical support experience of Citrix System Administration, Windows System administration, Networking & VPN administration

 

05/08 – 01/11Relationship Manager, Somerville School – New Delhi, India

·   Defined, designed, and implemented enhancements to a web-based shipping application utilized across departments to create and track the movement of procurement supply chain, generate annual federal and state regulatory reporting and customer invoices

·   Demonstrated ability to lead, manage, build and deliver customer and partner business results through an engineering or professional services team

·   Developed, fostered and maintained effective customer and partner relationships while driving positive customer satisfaction

·   Strong problem solving ability ranging from conceptualization to implementation

 

07/05 – 04/08Business Analyst, Somerville School – New Delhi, India

·   Lead a 3-member team to manage and implement a custom web-based admissions pricing model application designed to reduce financial burden on low-income families. Performed project planning, estimation and resource assignment activities.

·   Provided monthly forecasting and variance reporting to senior management and executives.

·   Performed maintenance and technical support to resolve client issues, user training, communicating with account managers, customers and developers to ensure requirements and design accuracy.

 

05/04 – 06/07Systems Analyst, Army Service Core – Bangalore, India

·   Developed Business Requirements, Functional Requirements and Technical requirements for several regional & national projects

·   Preformed Risk Analysis – Identified, documented, preformed qualitative and quantitative analysis, and tracked risks

·   Designed, automated and implemented financial reporting processes and trained accounting personnel

·   Liaised with department heads and stakeholders to create and distribute a weekly issues and deliverable report

·   Designed and populated Access database with global systems infrastructure, documentation and test data

·   Tracked project milestones and prepared status reports and flowcharts

 

 

REFERENCES   

Furnished on Request.