PR Specialist
CHANDRAKALA GOPAL
1279 Littleton Dr. San Jose 95131
Email: chandrakalag@yahoo.com
Phone: 408 549 1581 Cell Phone-408 824 8340

Professional Summary:

Ø	7 years of total experience in customer technical support and customer interface in Supply Chain/ERP in both functional and technical domain, forecasting, data analysis, process improvement and 2 years in customer service via email and chat support.
Ø	Provided technical and functional support to Ross ERP (iRen) INVENTORY, PURCHASING SALES and MANUFACTURING modules for world wide customers.
Ø	While supporting the ERP, interacted with clients via phone, email, and online which involved getting into their servers and analyze and resolve the issue.
Ø	Successfully maintained turnaround time with a good feedback rating always.
Ø	As a technical and functional support analyst for Ross ERP system, did several installations on server and applied patches or upgrades as and when released.
Ø	Used SQL to query and analyze the support incident and debug them to resolve them.
Ø	Used Pivotal CRM to document technical issues, and manage support tickets.
Ø	Worked as a Business Analyst/demand planner for forecasting demand of C-class parts for a SKU.
Ø	Created Report using Excel for showing stock-outs, inventory levels for all inventory planners.
Ø	Fetched RFQ, MOQ from different vendors and maintained them in ERP.
Ø	Trained in Six Sigma Green Belt process and Certification and Lean processes for manufacturing industry.
Ø	Used oracle 11i Inventory and distribution modules extensively while demand forecasting and maintaining part parameters.
Ø	Used Lean method and created As Is and After process in Lean to reduce TAT which reduced man hours for total time taken for purchasing.
Ø	Used Six Sigma methodologies, Minitab tool to analyze the inventory levels to optimize them at different locations.
Ø	Proficient in MS Office tools.

Education Qualifications:
BSc. (Bachelors in Science)
Diploma in Computer technologies.

Work permit Status:
On L2 with valid EAD.

Work Summary:

CDC Software, Bangalore, India	5/2007-5/2009
Technical Support Analyst for Ross ERP system Global Technical Support
CDC Software is a provider of software applications such as ERP(ROSS), CRM(ROSS & PIVOTAL), SCM. Global Technical Support team for ERP is located in Atlanta and India. The support team provides after implementation support to technical and functional queries to its clients. GTS also gives a Self-service Customer Portals for most solutions provide 24x7 access to knowledge base items and customer case logging and status monitoring for customers around the world.
Hardware/Software:
Ross ERP, SQL, MS Office, Ross SCM, Pivotal CRM.

Responsibilities:
Ø	Set up the functional support team for Ross ERP support by initiating self-learning and providing solutions to technical queries of customers for modules Inventory, Purchasing, Sales and Manufacturing.
Ø	Used SQL and DML extensively to analyze problems on customer sites and debug the issues.
Ø	Implemented Ross ERP on dummy servers and updated with patches and upgrades as necessary for the latest release.
Ø	Assisted technical and functional implementation consultants during application implementation.
Ø	Created knowledgebase articles with every new issue that came up as useful information to customers as well as internal implementation and support team.
Ø	Conducted training for new comers on entire support methodologies as well as the product.
Ø	Created regular reports to help achieve quarterly target on work.
Ø	Built a strong relationship with internal development, professional services team and the clients while understanding the product better and delivering right and quick solutions to issues.
Ø	Created self-learning manuals and documents that helped new joiners in executing the job better.
Ø	Trained in implementation, DML programming, data migration.

Genpact, formerly called GECIS(GE Capital), Bangalore, India	5/2003 – 5/2007
Business Analyst/Material planner.
Genpact was formerly GECIS, a unit of GE businesses. Genpact is a leader in providing end-end solution in services which ranges from high end analytical Finance and Manufacturing to simple services.
Hardware/Software:
SQL, Minitab, Oracle ERP 11i, FGS (Finished Goods Series), VB Macros, MS Access

Responsibilities:
Ø	As Business Analyst/demand planner handled demand forecasting and planning role for about 1800 C-class parts for GE Rail.
Ø	In this process, extensively used Oracle 11i INVENTORY, PURCHASING and SALES modules modules.
Ø	Used MS Access and FGS (Finished Good Series) application extensively to analyse and develop a good forecast for C-class parts.
Ø	Always maintained forecast to ensure no stock-out to ensure business continuity.
Ø	Used MS Access extensively to extract data from the database/data warehouse. Analyzed the data to reduce inventory level of C-class parts using forecasting techniques thus achieving business cost reduction.
Ø	Created a Excel macro for reporting inventory levels for all planners, created a report every month for A, B, C class parts for all planners and submitted it to stakeholder and managers.
Ø	As a planner, was responsible for inventory levels in terms of cost and hence challenged buyer requisitions not to exceed the inventory cost for C-class parts.
Ø	Used a GE tool for identifying unused items and sent them to scrap to reduce the unused inventory.
Ø	Identified a Six Sigma Green Belt project using Minitab and Six Sigma tools.
Ø	As a As-Required parts planner, maintained part parameters, MRP tabs in oracle helping buyers and customer service team.
Ø	Worked on fetching RFQ from different suppliers.
Ø	Used MS Access to identify suppliers not registered into Supplier Market tool and have them register into the tool using the data.
Ø	Awarded as the most Self motivated Employee by stakeholders.

Polaris Software, Bangalore, India	2/2001– 5/2003
Senior Executive

Responsibilities:
Ø	Provided technical customer support via email, chat to Palm handheld.
Ø	Trained in customer service.