SUMMARY

• Over 7 Year 10 months of total IT experience in Tata Consultancy Services.
• Working professionally on all the phases of software development including requirement gathering, risk analysis, development, testing, bug fixing, deployment, support and documentation.
• Presently working as .NET developer with Confidential, which includes developing internal web sites for Confidential for managing the project specific information and developing the production server monitoring capability through web pages.
• Along with .NET developer, currently working as an IVR and Cisco ICM/UCCE Support Engineer for Confidential .
• Worked over 3 years as IVR developer for Confidential client. Also, lead the team of 8 members as a Project leader.
• Having hands on experience on ASP .NET, C#, ADO .NET, HTML, CSS, JavaScript, SQL Server, Visual Studio 2012, IVR technologies, Cisco UCCE, ICM.
• Having knowledge on ServiceNow, ManageNow and ITIL.
• Highly creative Web User Interface (UI) designer with extensive experience in rapid translation of requirements documentation and design ideas into prototypes using various technologies.

TECHNICAL SKILLS

Tools: Microsoft Visual Studio, SQL Server Management Studio, Visio, PowerPoint, IVR development tools (Peri Suite, AMU), Eclipse, Cisco ICM/UCCE, Quality Control, HP Sitescope 10.5, Cisco Unified Intelligence Center (CUIC)

Languages: HTML, CSS, C#, ASP.NET, JavaScript, Shell Scripting, Nortel Peripro, VXML, MySQL

Telecom Technologies: Cisco UCCE (7.2.3, 8.5) Scripting, Configuration, Routing Design, Installation, Troubleshooting, Call Tracing, SQL Database Schema, Automation

ACD/PBX/Voicemail: Avaya Definity 6.0 - ACM 5.1, Avaya CMS

CTI: Avaya MAPD/AES, CTConnect, Cisco CTIOS 8.5, Genesys CTI

Call Monitoring: NICE logger

IVR: Holly, Microsoft TellMe, Eckoh, Nekoteck, Periphonics User-centric Web Design & Development cycles, Web pages tools for production server performance monitoring, IVR development, Cisco ICM/UCCE, Shell scripting for automation, Website Maintenance, PowerPoint Presentations, Documentation

PROFESSIONAL EXPERIENCE

Confidential, Phoenix, AZ

.NET Developer

Responsibilities:

• Roles and responsibilities involve
• Work closely with Clients and get necessary and come up with requirements for the business needs.
• Create the High/Low level design document and get them approved by clients.
• Implemented Application functionality using C#, SQL Server 2008 R2, Entity Framework, ADO .NET, ASP .NET, Windows Application.
• Create unit test case documents and perform unit testing
• Creating Reference Document (Explains enhancements done in an application which is required by support team)
• Designed and coded an internal web site for a project which provides all the information that requires supporting a critical application.
• Designing the database to store all the available information
• Design and code the UI using HTML, ASP, CSS and JavaScript
• Retrieving the data from database based on the user clicks
• Developed an internal website for project team to enter all the tickets which they work every day and plot graphs and charts based on the ticket information to the higher leadership.
• Performing the trending and identifying the risks
• Marinating the site and performing modifications based on the requirement
• Sending the email notifications to higher leadership about the risk identified in the application
• Developed multiple tools for automating the manual server monitoring task in to single web page. Also, sending the alert emails incase of any server performance drops below threshold limits.

Confidential, Phoenix, AZ

IVR/Cisco UCCE Support Engineer

Responsibilities:

• Roles and responsibilities involve:
• Provide Design expertise on the Voice Response application architecture enhancements on NIVR platforms
• Monitoring the system for effective working using custom tools: VR View, Monitor ICM, NIVR Monitor
• Assisted in Cisco ICM upgrade from 7.2 to 8.5 version.
• Troubleshoot complex ICM issues and provide solution.
• Provided proactive monitoring of end-to-end processes for the entire Contact Center environment (inclusive of customer call volume, systems/applications, and telephony)
• Performed regular site and system "Health Checks" to ensure overall environment is stable and operating as expected
• Partnered with technology and business partner to ensure effective mitigation strategies were in place during Interactive Voice Response (IVR) and or Private Branch Exchange (PBX) technical outages
• Maintained centralized ownership for communication, notification, and escalation of issues or problems impacting the customer, associate, or shareholder experience
• Reviewed and analyzed Contact Center performance to measure impacts and degradation to service as a result of any outages affecting technology, facilities or staffing in order to improve future Contact Center performance
• Provide periodic updates about the outage and resolution to top management executives.
• Infrastructure design, Configuration, Implementation and integration of Cisco ICM 7.2.3 with various call center applications and Avaya Voice components.
• Working on SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis.
• Review operational support document and provide approval.
• Coordinate with various external vendors including Cisco, IBM, HP, AT&T and British Telecom to resolve issues.
• For a period of time worked in the role of a technical Manager. Documentation of requirements, Engagement of various teams and defined the scope of the project.
• Worked with Avaya for call Recording integration.
• Managed Change records and trouble tickets effectively.
• Reviewed complex project deliverables to ensure quality.
• Participated in internal audits and took remediation steps to be complaint.

Confidential, Phoenix, AZ

IVR Developer

Responsibilities:

• Roles and responsibilities involve:
• Developed multiple modules along with team members
• Design and developed new IVR functionality using Peripro, VXML
• Worked closely on speech reorganization engines like Nuance or Microsoft Speech Engine
• Developed a new IVR from scratch for Small Business using Peripro and VXML
• Writing the Unit test cases, performing the testing and logging the defects in Quality Control tool.
• Lead the team of 8 members and maintained whole releases at hand from offshore perspective.
• Understood and analyzed business requirements. Performed impact analysis on the present system and designedthe call flows.

Confidential

Responsibilities:

• This project was to fulfill the academic requirement of 8th semester. This project was undertaken at Confidential, Bangalore.
• The scope of work of this project included design and development of Instant Messenger for S60 mobile phones.
• This IM which connects to Google server and thereby providing features like Instant Messaging, displaying the Roaster list etc.
• Main features of this applications are
• Chat functionality for Google accounts.
• Roster list
• Presence information
• To Add / Remove contacts from roster list
• Changing user status
• This application is developed in Java (J2ME) on Symbian Operating System, which takes gmail id and password for login.
• Authentication is provided using X-GOOGLE-TOKEN, which is a proprietary mechanism from Google for authenticating third party applications with Google services.