AMMENA BAIG
Software Technical Expert
Pune
Summary
Software Professional with overall 17 years of experience. Expertise in Catalog ONE, Master Enterprise Catalog, Enterprise Product Catalog, Geneva Billing and MetaSolv Ordering system. Expertise in SQL and PL/SQL development. Experience of Scoping in Telecom Ordering/Billing projects.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Software Technical Expert
Amdocs
09.2023 - Current
- Heading a cluster for Catalog Support which most escalated accounts like AT&T, TMO.
- Collaborated with stakeholders to clearly define project requirements, ensuring successful outcomes.
- Presented complex technical information in accessible manner during meetings with non-technical stakeholders.
- Spearheaded process improvement initiatives that led to increased efficiency in daily operations across departments.
- Supported clients through timely responses to inquiries, providing expert guidance and assistance as needed.
- Enhanced system performance by identifying and resolving complex technical issues.
Software Support Specialist/Team Lead
Amdocs
7 2017 - 08.2023
- Led team of around 15 team members.
- Delivered exceptional customer service through clear communication and empathy, resulting in increased client retention rates.
- Assisted in creation of product documentation and user guides, enabling customers to better understand software functionality and features.
- Enhanced team efficiency by streamlining support processes and implementing best practices for handling customer inquiries.
Software Support Engineer
Amdocs
10.2014 - 07.2017
- Increased ticket resolution speed by creating comprehensive knowledge base of common issues and solutions.
- Improved team productivity with consistent communication, collaboration, and knowledge sharing among peers.
- Provided initial support on software tickets submitted for Amdocs Catalog(Includes C1 and MEC)..
Senior Subject Matter expert
Amdocs
12.2012 - 10.2014
- Worked on Amdocs Catalog(MEC) for various accounts in Delivery that includes both Ordering and Billing Flavors.
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
Senior Software Engineer
IGate
02.2011 - 11.2012
- Worked with Amdocs Client for their product of Catalog.
- Worked with project managers, developers, quality assurance and customers to resolve technical issues.
System Engineer
TCS
08.2008 - 01.2011
- Worked on both Dev and Production Support for Tata communication.
- Supported products like MetaSolv and Geneva.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
Education
Bachelor of Technology - Information Technology
College Of Engineering, Pune
Pune 06.2003 - 06.2007
Skills
Training and mentoring
Problem-Solving
Teamwork and Collaboration
Team Leadership
Operations Management
Technical Skill Set
Microservices, Couchbase, Kafka, Oracle , SQL, PL/SQL, Core JAVA, AMDOCS C1/CatalogOne, Geneva
Personal Information
- Date of Birth: 06/21/86
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
Software Technical Expert
Amdocs
09.2023 - Current
Software Support Engineer
Amdocs
10.2014 - 07.2017
Senior Subject Matter expert
Amdocs
12.2012 - 10.2014
Senior Software Engineer
IGate
02.2011 - 11.2012
System Engineer
TCS
08.2008 - 01.2011
Bachelor of Technology - Information Technology
College Of Engineering, Pune
06.2003 - 06.2007
Software Support Specialist/Team Lead
Amdocs
7 2017 - 08.2023
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