JITENDRA KAPOOR
▲ A-81 2nd Floor, Ram Enclave, Near Surya Nagar, Ghaziabad-201011 ▲ Phone: 9891344893 ▲
OBJECTIVE
Utilize my 13 years of IT experience in Windows based desktop softwares and computer hardware to pursue a career in Software Quality Assurance Testing and create a niche in the field of Software.
ACADEMIC/PROFESSIONAL QUALIFICATIONS
B.A. (Honours) in English from Shyam Lal College, Delhi University, 1991.
P.G. Diploma in Advanced Systems Management from NIIT, New Delhi, 1993
Diploma in Hardware Repair and Maintenance from Alpha Institute of Technology, New Delhi, 1997
Certificate in Software Testing from ‘What is Testing‘, a division of Pure Testing Software Pvt. Ltd., Noida, 2006
SOFTWARE/HARDWARE SKILLS
▲ Softwares: Microsoft Office XP toolset with expertise in MS-Word, Excel, Visio, and
other Windows based desktop applications, utilities, and tools.
▲ Testing: Manual and Automated Testing
Mercury Tools: Quick Test Professional 8.2, Win Runner 8.2, Load Runner 8.0, Test Director 7.6, Bugzilla
▲ Website Development: MS-FrontPage 2000, Adobe Photoshop 7.0, Ulead Cool 3D 3.0, Flash 5.0, CorelDraw 8.0, 9.0, 10.0
▲ Languages: C, COBOL, Focus (4GL), SQL (Sybase), HTML
▲ OS Generation: Windows XP, ME, NT, 98, 95, 3.1, MS-DOS, Unix
▲ Hardware Generation: Expert in assembling, fault finding, and diagnosis of desktop computer hardware, printers, and peripherals.
PERSONAL SKILLS
Team management experience of 7+ years
An organized individual, can independently plan & prioritize with ability to:
▲ Identify customer needs and present appropriate company product and service offerings.
▲ Technical skills that ensure final closure to user queries and expectations.
▲ Sound problem solving and analysis skills.
▲ Develop and bring up optimum and maximum utilization of available resources.
Traits: Fast learning curve, enthusiastic, hunger to win, and spirit to excel.
PROFESSIONAL EXPERIENCE
(1) HCL TECHNOLOGIES LTD., NOIDA
HCL Technologies is India’s leading global IT Services Company, providing software-led IT solutions, BPO, and Remote Infrastructure Management services.
Sr. Quality Analyst April 2004 till date
Presently working for the British Telecom (BT) Broadband Technical Helpdesk Process. BT is a UK based client which offers Broadband Service to its customers; also the major telecom service provider in UK.
Role:
• As a member of core quality team I am heading a team of 4 Quality Executives and deciding their weekly/monthly KRAs as per process requirement.
• Implementing key client-related processes.
• Identify process level issues and suggest suitable action to Operations Managers and Team-Leaders.
• Conduct process audits and send audit reports.
• Follow-up for closure of identified non-compliances.
Key Responsibilities:
Currently working as a member of Black Belt project aiming at increasing FCR (First Contact Resolution) with BT customers to achieve target percentage laid down by BT to avoid monthly penalty.
- Preparation of weekly Process Improvement Plans and implementation of the same.
- Root Cause Analysis and reporting for lost cases.
- Audit Team Leads for closure of identified non-compliances.
- Monitor daily scores of total 650 CSRs strength and Metric wise reporting through Weekly Dashboards, Monthly Analysis Reports with suggestive measures.
- Day-to-day reporting of coaching effectiveness by Team Leads.
Achievements & Awards
Secured special company achievement award for maintaining consistent delivery and high quality standards in August 2005.
(2) LAB AID (INDIA) CORPORATION, NEW DELHI
Lab Aid is one of the leading companies in Computer Controlled Medical Diagnostics Instruments and distributor of ‘Motic’ brand Digital Microscopes in India. (Principals: Micro-Optic Industrial Group Co. Ltd., Hong Kong, China.)
Systems Manager August 2000 – March 2004
Role:
• I started, headed, and managed the Computer Division as per the growing business requirements of the company to maintain a regular and efficient supply, service, and support for quality computer systems required with medical diagnostic instruments.
• Compatibility testing of diagnostic instruments with computer hardware available with clients and advice upgrades accordingly.
• Representing company offerings at All India level medical exhibitions.
• Providing technical advice for IT administration and requirements of the head office and branch offices at Faridabad, Bangalore, Mumbai and Calcutta.
Key Responsibilities:
• Recruitment and training of HW/SW engineers that involved specialized training in computer hardware and medical diagnostics instruments controlling softwares.
• Training workshops for clients mainly from Medical & Research backgrounds.
• Managing day-to-day queries of clients as well as dealers providing field support in NCR and other branch offices in India.
• Liaison, negotiation, and procurement of computer hardware and software from IT vendors and importers.
• Assessment, testing, supply, and support for computer systems/peripherals at customer’s premises.
Handled Prestigious Clients and Govt. Organisations Like: Food & Agricultural Organization (FAO), Lodhi Road, New Delhi; Plant Quarantine Station, Rangpuri, New Delhi and Plant Quarantine Station, Kolkata, (a Govt. of India Enterprise); Norcool India Pvt. Ltd. (Contractual service providers to Coca Cola, India); Dept. of Anthropology, Delhi University; Hamdard University, New Delhi; Gangaram Hospital, New Delhi, etc.
Achievements & Awards
Developed the first prototype of ‘Digital Microscope’ using specialized hardware which was successfully sold to the Skin Institute, Greater Kailash, New Delhi. This invention gave a vision to company proprietors and helped them search and finalize on sole distributorship of Hongkong based Motic brand of Digital Microscopes in India which is now the major source of revenue for the company.
(3) CAPSTECH NETWORK PVT. LTD., NEW DELHI
CapsTech is a leading IT solutions providing hub in Delhi and NCR specializing in Computer Hardware, Software and Networking solutions.
IT Manager July 1996-June 2000
Role:
• Heading the IT Division with Technical Support team reporting to me.
Key Responsibilities:
• Coordination with marketing team and analysis of systems & software requirement at customer’s site.
• Procurement of computer parts, assembling, testing, and timely supply of identified computer equipments.
• Installation/Configuration/Testing of Hardware/Software as per customer requirements.
• Training of engineers, customers, and corporate clients.
• After sales technical support and service.
Achievements & Awards
Based on my performance I was promoted from Sr. Engineer to IT Manager after 2 years of tenure with the company and was selected for Advanced Hardware training.
(4) INTERNATIONAL SOLUTIONS GROUP (ISG), NEW DELHI
ISG was a proprietorship enterprise IT services providing company involved only in offshore development with major clientele in Indonesia.
Position: Programmer Analyst March 1995-June 1996
1. Directory Enquiry System
Client: Offshore
Description: Developed for one of the telephone companies in Jakarta, this system was capable of maintaining three million telephone records and supported over five thousand inquiries per hour at the peak. The system was efficient and flexible to host all indexing data structures in the main memory making it robust enough and less dependent on hardware.
Environment:: C, Unix
Team Size: 9
Duration: April 1995 to October 1995
Role: Coding, Testing, Troubleshooting
2. UREKA Information System
Client: Offshore
Description: Involved in development of multi-user UREKA Information System which was an MIS and Accounting System for a client in Indonesia. The system was customized to be very user-friendly, interactive with context sensitive help features enabling a user to see his account and payment made.
Environment: C, Unix, AT-386
Team Size: 7
Duration: December 1995 to June 1996
Role: Coding, Testing, Troubleshooting.
1995-till date
Also involved in designing, proof-reading, editing, publication and distribution of PUCL Bulletin, a monthly human rights journal in English published by People’s Union for Civil Liberties (PUCL).
PUCL was founded by Sri Jaya Prakash Narayan in 1976 and is a voluntary All-India level human rights NGO with national office at Delhi.
Blog…
(5) EASTERN SOFTWARE SYSTEMS PVT. LTD., NEW DELHI
ESS was involved in offshore and onshore software development and body-shopping through its branch offices in Middle-East and US for the Indian software programmers and analysts seeking positions in software projects overseas.
Position: Programmer Analyst October 1993-January 1995
[1] Doha East-West Power Plant Automation System
Client: Doha East-West Power Plant, Qatar, Doha (Al-Dawhah)
Description: Multi-user “Doha East-West Power Plant Automation System” was developed to support the rebuilt power plants destroyed during the Gulf war in 1991.
Environment: DB III Plus, Clipper 3.5 on Novell Netware, on AT 286 Workstations with AT-386 Server
Team Size: 5
Duration: November 1993 to May 1994
Role: System Design and Analysis, Coding, Testing, Troubleshooting and Support for all major modules. Also involved in technical documentation and testing of the same.
[2] R
Client:
Description:
Environment: DB III Plus, Clipper 3.5 on MS-DOS, on AT 286 Workstations
Team Size: 1
Duration: June 1994 to October 1994
Role: System Design and Analysis, Coding, Testing, Troubleshooting.
[2] Resume Management System
Client: In-house
Description: This system was designed to streamline the in-house management of resumes received from experienced software developers and analysts from all over India and Middle-East seeking positions abroad. The system was able to present information based on particular requirements and skill sets as required by company’s clients in US and Middle-East.
Environment: DB III Plus, Clipper 3.5 on MS-DOS on AT 286 Workstations
Team Size: 1
Duration: November 1994 to Jan 1995
Role: System Design, Coding, Testing, Troubleshooting.
(6) SIEMENS (I) LTD., NEW DELHI
Siemens (I) Ltd. (headquartered in Berlin and Munich), is one of the world's largest electrical engineering and electronics companies.
Position: Systems Trainee October 1993-January 1995
ROLE: In the Accounts and Administration Dept. at the main head-office at Ring Road, New Delhi, I independently handled the MS-DOS based accounting system Accounts Based Management System (ABMS) which also maintained General Ledger booking. I was responsible for developing and sending monthly state-wise accounting statements to all the major branches of Siemens Ltd. throughout India and coordination between the head-office and other branches. Also worked on SINIX based Multi-user Accounting System Apollo, covering the Sundry Creditors and Vender Payments of Siemens Ltd. throughout India. Involved in preparing various accounting statements as per the requirement of the top management which also included graphic analysis. Actively took part and coordinated with the auditors in preparing various audit reports, statements etc. for various accounting periods.
SPECIAL ACHIEVEMENT: Designed and developed an Audio/Video Cassettes Management System for Siemens' in-house Video Library for Employees to maintain the records of audio and video cassettes issued to the employees. This system had various modules to maintain employee data based on issuance of various types of audio and video cassettes movies like English, Hindi, Punjabi, etc. (with various sub-categories like Fiction, Drama, Comedy etc.). Received special attention from the department for developing this system independently.
As a systems trainee I was involved in
Multi-user “Doha East-West Power Plant Automation System” was developed to support the rebuilt power plants destroyed during the Gulf war in 1991.
Environment: DB III Plus, Clipper 3.5 on Novell Netware, on AT 286 Workstations with AT-386 Server
Team Size: 5
Duration: November 1993 to May 1994
Role: System Design and Analysis, Coding, Testing, Troubleshooting and Support for all major modules. Also involved in technical documentation and testing of the same.
COMMUNICATION SKILLS
▲ Fluency in written and spoken English & Hindi. Won various literary competitions at school level.
HOBBIES
▲ Latest Devices & Gadgets, Electronics, Music.
AREAS OF INTEREST
▲ Software Testing: Methodologies and Processes, Tools, and Techniques.
▲ Team Management, Project Management
PERSONAL DETAILS
Date of Birth: 21-01-1971
Marital Status: Married
Nationality: Indian
Passport:
Languages: English, Hindi, Punjabi
Date: ___/___/2007
Place:
