Summary
Overview
Work History
Education
Skills
Certifications and Learnings
Timeline
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Midhun John

Midhun John

Cumming

Summary

A highly accomplished Computer Science graduate with over 18 years of experience in the IT industry, specializing in various domains and technologies. With more than a decade of expertise in Field Service Management , I am passionate about design and coding in the product development and support, always striving to deliver innovative and efficient solutions. A dedicated team player and leader, I prioritize customer satisfaction by leveraging advanced technical knowledge, strong business acumen, and effective team management skills. My exceptional problem-solving abilities, combined with outstanding written and verbal communication skills, enable me to bridge the gap between technology and business needs. With a broad understanding of diverse technologies and roles, I excel in evaluating customer requirements and consistently delivering enhancements that foster customer satisfaction and loyalty.

Overview

18
18
years of professional experience

Work History

Technical Consultant

Eversource Energy (via Accenture)
10.2021 - Current
  • As a Technical Consultant for the IFS MWM Office and IFS MWM Mobile , Click Scheduler, Click Mobile applications for a leading Electric and Gas Transmission and Distribution company in North America.
  • Understanding the customer concerns and business requirements and provide an optimal solution to meet the customer satisfaction.
  • Interacting with product vendors to address the major gaps in the product that prevents fulfilling the requirement.
  • Supporting the development and test teams with relevant resources to meet their deadlines.
  • Ensuring the completion of end-to-end functionality by reviewing test cases and analyzing the results before production release.
  • Learning new technologies in the Field Service market and achieving certificates to meet customer expectation to develop and support the modern era Field Service software packages.


  • Analyzing and Troubleshooting the issues in the application proactively and reactively to improve customer satisfaction
  • Propose the best solution based on the business workflow to ensure the smooth functioning of the Field Service application
  • Coordinate and distribute works among team to meet the deadlines, keeping the customer satisfaction by ensuring the credibility.
  • Debug and Troubleshoot ClickMobile, ClickScheduler, IFS MWM Mobile, IFS MWM Office custom codes and configuration settlings to troubleshoot the issues and introduce bug fixes when needed
  • Understand the new business lines and migrate the new users into the existing environment during go-lives.
  • Learned new technologies in the market to understand what fits best for the customer and propose the available solutions.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Troubleshot incidents or Problems reported by end-users to and identify workarounds and permanent solutions.

Technical Consultant

TechMahindra Americas
04.2020 - 10.2021
  • Handled high priority issues in the ClickScheduler Web application and the Service Optimization suite.
  • Provided support to the Salesforce FSL implementation team in the replacement of ClickSoftware application.
  • Analyze and fix the issues with Agents, Events, other custom configurations and ServiceOptimization servers.
  • Click Outage and deployment support.
  • Debug ClickScheduler custom codes (C#) to troubleshoot the issues and introduce bug fixes when needed
  • Analyze and study the logical domains and other configurations to answer to the business questions
  • Analyze, implement, and test the bug fixes in the existing application and documented the release steps for DevOps.
  • Interact with various teams to ensure the application availability in production and test environment.

ClickSoftware Developer

Infosys Ltd
10.2007 - 04.2020
  • Lead a team of size 10 team that designed and implemented ClickMobileTouch solutions.
  • Requirement elicitation and prototyping of ClickMobileTouch Web client solutions for Southern Company Gas, Atlanta (on-site).
  • Implemented extensive custom solutions where the out-of-box solution could not help to meet the customer requirements using Angular JS, C#, Script#, VisualStudio.
  • Translate business requirements into system specification and detailed design.
  • Interact with business /functional team and service implementation team to convert the requirements into system requirements and recommend the Click solution.
  • Developed the custom features in the ClickMobileTouch web client.
  • Unit testing and facilitated User Acceptance testing, on-site bug fixing and deployment.
  • Lead the warranty support command center after go-live.
  • Developed and supported core Service Optimization features - User Access, Agents implementation and management, Generic events, Object references, Data import, Deployment, Service Optimization Structure Tool - creation and maintaining objects and dictionaries


  • Troubleshooting the data consistency issues and reconciliation.
  • Ensure the technical integrity and quality of the solutions.
  • Unit tests, SIT and UAT support and coordination.
  • Conducting workshops to gather the requirements.
  • ITIL based ticket handling and incident management.

SAP Basis Administration & Security

Infosys Ltd
01.2010 - 01.2014


  • SAP systems refresh and maintenance activities
  • SAP ERP, SAP NetWeaver, SAP BI, SAP GRC systems Administration and Security maintenance.
  • User access requests, Password management, Role management, Firefighter user manager, Multilingual support in understanding the user's issues and providing the solution.
  • Alert monitoring, troubleshooting of customer tickets. Interacted with customers in the US and non -English speaking clients.
  • Provided support in LATM, EAME, APAC diversified regional systems.
  • SAP systems monitoring and health checks.
  • Planned and handled transports.

Education

Bachelor of Science - Computer Science

Anna University
04-2007

Skills

  • Solution Design
  • Requirements Elicitation, Design and wireframes
  • Troubleshooting and Incident Management
  • Critical thinking and analytical skills in problem solving
  • Proficient in written and verbal communications in first responses to incidents, internal client communications
  • Flexible in adapting new technology
  • Quick learner and willingness to work in any work environment
  • Highly knowledgeable in Field Service management technologies, Click Software, IFS, Salesforce FSL
  • Change Management and Release Management
  • Team mentor and active team member
  • NET,C#,C,C,Web Logic,Oracle developer, SQL, SAP Basis, ClickSoftware, IFS FSM, Salesforce FSL HTML,CSS3

Certifications and Learnings

  • Salesforce Certified Administrator
  • Associate Consultant for Click Mobile v8.x
  • Associate Developer for Click Scheduler v8.x


Trainings:

  • IFS Academy Trainings for IFS MWM, IFS Office, IFS FSM Architecture

• Salesforce Administrator

• Salesforce FSL Consultant

• Salesforce Platform App builder Training.

• Click Mobile Classic Training

• Click Mobile Touch classroom training.

• Click Schedule developer class room training.

• HTML5 & CSS3 Training.

• SAP Basis and Security administration training

• Agile Software development life cycle methodology.

• Infosys training on C, C++, C#.

Timeline

Technical Consultant

Eversource Energy (via Accenture)
10.2021 - Current

Technical Consultant

TechMahindra Americas
04.2020 - 10.2021

SAP Basis Administration & Security

Infosys Ltd
01.2010 - 01.2014

ClickSoftware Developer

Infosys Ltd
10.2007 - 04.2020

Bachelor of Science - Computer Science

Anna University

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Midhun John