Abhilash Abraham

312, Gipps Road, Keiraville, Wollengong, NSW-2500, AustraliaEmail: abhiausjb@gmail.com

Phone: +61 - 451969772

Visa Status: Permanent Resident – Australia

Job Role: PMO Analyst

Objective:

Seeking a position as a PMO Analyst where extensive experience will be further developed and utilised.

Summary:

Experienced Reporting Analyst who is proficient in all of the industry software platforms as well as all Microsoft productivity software.

Adept in creating project performance reports and developing custom reporting vehicles for management.

Specializes in creating project operations reports, assisting in the creation of annual reports and developing data for executive-level employees.

Highlights: Strong experience in Analysis and Interpretation of Data. Excellent communication skills with people at all levels and roles and ability to understand and

address the critical requirements of the leadership team Enjoys working with people globally in a dynamic and goal-oriented work environment. Willing to learn new technologies and work across different teams.

Skills: Data Analytics: MS Excel, MS PowerPoint, MS Project, VBA Macros. Data building and automation: SQL. Software Development: XML Transformations, IBM WebSphere DataPower. Data Visualisation : Tableau 7.0, 8.0 Other Skills: HTML. VB Script

Work Experience:February 2009 to November 2014: IBM India, Bangalore.

Primary Role: Reporting Analyst (February 2009 to November 2014)

Explored and examined Operations Management data from multiple teams and provide a competitive advantage to Operations planning using Excel and SQL.

Extensively involved in translating project operations objectives into Key Performance Index (KPI) metrics that were used to chart progress.

Utilised KPI reports to help create balanced teams throughout the project consisting of the right number of experienced resources and graduate hires.

Created and utilised reports on Revenue per FTE.

Created and used Utilisation reports that help to allocate Primary and Secondary Business areas (or teams) for resources to work in.

Created and used reports which showed the Root Causes Analysis for various issues occurring due the Software Development Lifecycle (SDLC) phases.

Developed custom spreadsheets for Pareto Analysis reports to identify the keys factors resulting in defects after applications or services were deployed for Production.

Created and Utilised Pareto Analysis reports to identify the issues with highest contribution to Service Desk Ticket inflow.

Worked on reports to access the level of risk involved in outstanding high and critical priority tickets and the mitigation strategies for these high risk tickets.

Used Macros, Formulas and VBA Editor to automate all excel reports wherever possible so that these reports could be completed and delivered to the stakeholders at the earliest.

Used Tableau Visualisation tool to create and publish Insurance Quote Dashboards which Insurance Underwriters use to provide quote for each portfolio and this data was in turn used by the Sales teams for reference.

Used Tableau Visualisation tool to create and publish Insurance Premium Dashboards that were updated by the Sales team for Project Business area managers.

All data for reporting were extracted using SQL language in the IBM DB2 Query Management Facility (QMF) tool.

Extra Initiatives:

Learnt and used MS Project for developing plans, assigning resources to tasks, tracking progress, managing budgets and analysing workloads for project operations.

Learnt and used MS Visio to develop diagrams to simplify complex information with updated shapes, collaboration tools and data-linked diagrams.

Undertook Software Certification tasks which involved installing and testing features of new softwares approved for use within the project.

Performed Data Security and Privacy activities for all employees offboarding from the project.

Performed User admin tasks on MS Sharepoint.

Secondary role: IBM Webshere DataPower Service Developer. (March 2014 to November 2014).

Conduct Requirement Analysis to initiate the service development.

Provide High Level Estimate to customer about date of project completion.

Prepare Detailed Design of the entire service architecture.

Configure DataPower settings to match service requirements.

Develop XSLT code to transform incoming and outgoing data.

Once configuring and coding are complete, conduct unit testing and user acceptance testing.

Carryout code deployment to Production Region.

Work Experience:September 2007 to April 2008: Accenture India, Bangalore.

Primary Role: Reporting Analyst for Customer Service Contact centre.

Extensively involved in creating and publishing Stack Rank report for Customer service agents. The report measured the quality, productive and counterproductive parameters for each agent.

Responsible for preparing and publishing the Average Call Handling time report for all resources.

Created and used reports to capture the percentage of First Time Fix calls. This report helped to increase the number calls in which customers received a solution from the agent in the first call itself without the call being transferred to any other team.

Published Customer Satisfaction report for all agents on daily basis.

Published daily status report which captured all critical parameters like : number of calls received, number of calls abandoned, percentage of calls abandoned, average speed of answering calls.

Trainings completed: (December 2014 to February 2015):

SAS Base

Basics of Statistics and Predictive Analytics

Education: Bachelors in Telecommunications Engineering

Reference : Available on request.