1. Project Name: FASS FedEx Ground
Team Size: 45
Company: Wipro Technologies
Duration: June 2013 – Aug 2014
Project Description:
Federal Express is one of the known Global American Company. It has different operational units like FedEx Express, FedEx Smart Post, FedEx Home Delivery, FedEx Ground etc. We are part of FASS FedEx Ground operation, which deals with US/ Canada road transport delivery of packages to residential/ on a large scale - delivery representative for online shipping companies like Amazon...Etc.
Field Applications Systems Support (FASS) is a group that supports several internal critical systems for FedEx Ground and also responsible for direct FedEx customer interactions for providing real-time process guidelines, application maintenance and solution to several business functions from package Pickup - Sortation (Source terminal) – Transportation - Sortation (Destination terminal) to End user delivery.
RESPONSIBILITY:
The project is related to the real-time process guidelines, application maintenance and providing solution to the FedEx user.
 Technical Environment.
 iSeries (Four AS400 Servers)
- AS400 servers are the backbone of FedEx information system. It was dealing with large amount user info, contractor info, package info, transportation plan and geographical (HUB, Station, Substation) information.
- Responsible for the monitoring and controlling of Nightly Job – Job that has been run to take the existing information back up on one another servers.
- Retrieving and storing of future day delivery package information from different environment application to make available to the FedEx Central Information System. Involved in monitoring of threshold job, On- day delivery active package, and Server job maintenance.

2.  Other Application:
- HP Service Center, HP Operational Manager, CA Remote controller, Putty, WAMT, P2, AWAD (Plan On- day geographical work area of the package pickup/delivery), DB Visualizer (Java environment central server for On-day info) and Oracle SQL Developer.
- Above are the applications were used to receive/resolve the user/server issues by providing the real time solutions and monitoring of server alerts and server restart.
 Functional Environment.
- I have understood the customer requirements and contributed to the program specifications by Problem solving and knowledge transition to end user/individuals/ team.
- I have been responsible for the quality measurement of 45 member team and publishing WSR (Weekly Status Report) on individuals / team performance based on USER ISSUES solution (Wipro – FedEx SLA, Number of issues Handled, Completeness and Timeliness of deliverables on user issues) and USER INTERACTIONS (By evaluating the percentage of user Call Received, Attended, Abandoned, Transfer and Conferenced from Cisco Stat.)
- I have followed Wipro standard Velociq Managed Services, Process, Policies, and checklists on making the standard template towards the documentation of (FASS WSR, FASS Cisco Agent Call Report, FASS Team Performance Summary, Audit Report, Initial Incident Report, FedEx Customer Feedback Survey and SLA Report) status updates and reporting progress reports on individuals and team performance to Wipro Management, those stats are helped towards the Improved Business process and service quality.
- And as part of the performance metrics assessment, I have documented the automated Excel report system, this stat was improved the internal competitions in/between the Team!
- Quality of interaction with customer (e-mail content and telecommunication).

3. - 100% adhered to customer norms on the product/process quality, No deviation on schedule and actively involved in the process of helping (knowledge transition) the individuals/team to provide the best possible solutions to the customer’s issue. I owned every step being customer-oriented and efficient-centric.