Work Experience

Confidential

Position: Solution Architect/Principal Consultant

• Build upon and establish new company practices including design review processes, improving communications and quality assurance delivery
• Conduct interviews in hiring new staff and assessing employee skillsets
• Coach and mentor junior employees in consulting techniques and career development
• Identify new work opportunities and building relationships at client sites
• Advise and lead client projects and development team as below:

Confidential

Summary: Paypal has multiple Pega solutions to support their business operations in areas of Customer Service and Dispute Resolution . Pega CPM has been adopted for the Customer Service platform, and vanilla PRPC 6.3 for Dispute Resolution.

• Appointed Senior System Architect to aid a Business Architecture Team in developing a prototype for workshop purposes
• Developed scenario configuration setup on user portals to mimic data setups, and integration points allowing to accelerate prototype development
• Provide technical advice to team members in areas of Enterprise Class Structure, and saving section rules in appropriate rulesets to quickly mock-up screens.
• Collaborated with Paypal development teams in further defining requirements and suggest PRPC design solutions to achieve the outcome.

Confidential

Summary: The Exchange project extends HMSA existing CRM application to automatically handle and track new interaction for their Online Storefront and State of Hawaii Connector. This helped to allow new and existing members to interact with HMSA in supporting the Healthcare reform for walk-in inquiries and updating their sales process with new available plans. Multiple 90-day slivers were delivered to achieve an on-time, on-budget and defect-free solution.

• Lead on-site and remote development team to deliver a solution within a 90-day sliver that was on-time, on-budget and defect-free. As a result, exceeded client expectations.
• Created work break down structure and time estimate of tasks to distribute work between allocated team members
• Report to senior management on project progress and present design solutions to team
• Liaised with other project teams requesting integration connectivity with existing or legacy systems using Web Services.
• Participated in DCO sessions to capture requirements, atomic use cases and determine other artefacts required for an Application Profile.
• Provided solutions using 'Thought Leadership' in DCO sessions to improve business process requirements and advised what the technology could achieve.
• Setup and run the Application Accelerator to jump-start the development work.
• Created and reviewed high level design - including class and data structure, ruleset hierarchy, work flows with CoE team ensuring standards are compliant.
• Designed and implemented CPM Interaction and Service Intents to handle new interactions between members and HMSA
• Code reviewed team work to ensure quality with Best Practices and CoE standards
• Enabled client resources to take over both the design and construction for future slivers
• Developed QA practice to support the SmartBPM methodology in a two-week time window
• Lead a remote team to analyze and develop test case/scenario artefacts and delivered on-time
• Prepared test strategies and plans and reported test execution results with project team

Confidential

Summary: Medical Mutual of Ohio MMO adopted PRPC to address their backend Claims and front-end Customer Service solution. Multiple MMO staff has been resourced on simultaneous project tracks to achieve their roadmap vision. Since PRPC is a new tool, the MMO team requires additional assistance relating to enablement and mentoring.

• Defined short-term and long-term ideas for enablement objectives
• Created and presented Enablement Plan to client leadership team
• Prepared syllabus and course material documentation
• Executed Pega enablement via sessions and mentoring tasks
• Conducted 'Classroom' style and 'one-on-one' mentoring to team employees
• Participated in DCO sessions to aid mentoring for business team members
• Provided 'Thought Leadership' to all tracks related to PRPC development
• Design review project development activities

Hawaii Medical Services Association CRM Blue Cross Blue Shield Honolulu, USA. Mar 2011 Sep 2012

Summary: The Hawaii Medical Service Association HMSA has chosen the PRPC CPM framework as their CRM platform. The CRM application aids different departments Sales, Membership, and Customer Service to provide a 360-degree view of a member's interaction history with HMSA. This allows HMSA to have an audit trail and the ability to provide a better customer service experience.

• Overall Solution Architect providing 'Thought Leadership' to ensure inter-departmental workflows are in line with PRPC CPM technology
• Conducted DCO elaboration sessions to process engineer inter-departmental work flows

• Provided solutions using PRPC technology to solve issues in the organization's current state processes also to improve internal statistics such as first call resolution
• Consulted to executive leadership team business process improvements for the organization
• Reported and built proof of concepts to executive leadership team
• Managed communication/expectations are aligned with stakeholders and executive teams involved across departments
• Designed and implemented a Benefit Inquiry Framework according to expectations and delivery timeframe
• Created architectural design and implemented Pega CTI technology into the organization's telephony infrastructure
• Guided implementation teams working on future projects to be aligned with CRM roadmap
• Conducted enablement sessions to employees, accelerating technology understanding
• Coordinated and knowledge transfer of CRM roadmap ideas to a remote offshore team
• Reviewed Statement of Work contracts, and project estimation/sizing

Confidential

Summary: The Tailored Protection Policy TPP Project allows an agent to submit a proposal and receive a quote estimating their premium. An agent for commercial businesses can tailor coverages according to their situation. At the final sale stage, their proposal is rated, and the premium can be purchased.

• Suggested design patterns for better code implementations within architectural constraints
• Designed and implemented PRPC solutions for new system features and enhancements
• Attended sprint meetings for an agile project reported and delivered solutions in a timely manner
• Investigated and identified system architectural bugs and resolved them efficiently to minimize business operations
• Discussed and recommended to client site leaders on how to implement PRPC best practices

Confidential

Position: System Architect/Consultant

• Partnered with Headstrong, Philipines to provide Pega solutions on their CMC CRM project
• Provided 'Thought Leadership' to train Headstrong employees on PRPC design principles
• Identify team techniques to accelerate Headstrong team build and quality process
• Install PRPC with Pega Frameworks for Proof of Concepts and demo purposes
• Working with APAC Pre-sales team to identify selling aspects of the Pega technology MediaTek Taiwan, Ping An Insurance China
• Design and advise business process improvements on client projects as below:

Confidential

Summary: Macquarie Bank receives enquiries from their investors/advisers about fund details or enquiries in general. Depending on the nature of the enquiry, customer service representatives had to go through different processes to resolve the enquiry. The system was to enable customer service representatives to track and handle their customer's enquiries

• Provided 'Thought Leadership' to clarify and capture requirements using DCO
• Identified key tasks for the project in determining estimations for project sizing
• Construction of workflows in Pega to handle different scenarios for general enquiries
• Built email integration component to create automatic cases in Pega via an email channel
• Ensure delivery and quality of system within project timeframe

Confidential

Summary: Chartis has currently adopted PRPC CPMi as the new solutions platform for their claims system. The project scope is to allow UK Personal and Commercial Line customers to submit a claim for glass damage and automobile incidents. The UKOneClaim system is the starting point for the longer term vision of having a global claims system with a common underlying technology framework.

• Assist project manager in project planning PRPC deliverables via the SmartBPM methodology
• Provide thought leadership to the client in improving workflow by articulating business processes and clearing gaps in business requirements
• Conducted Pega DCO Directly Capturing Objectives sessions of business requirements showing real-time changes in the PRPC tool to the client
• Configuring PRPC in adhering to Pega's 'Situational Layer Cake' for a solution specific to the UK, and also a generic client framework that could be applied across regions
• Coaching clients and team members on implementing PRPC best practices
• Provided system demonstration to Japan client team on how to adopt the 'Situational Layer Cake' for Japan to gain cross-border buy in.

Confidential

Summary: Standard Chartered Bank SCB has adopted PRPC as the Client Enquiry Resolution System CERS and continually enhances the functionality of the system. The system manages payment exceptions across multiple geographic locations within the bank. These enhancements include automated return of funds parsing from US FED/CHIPS messages and automated workbasket distribution of assignments for different geographical branches.

The Straight2Bank project required an SCB in-house system to interact with CERS via a Web Service interface. The system was to allow SCB clients to access payment exception details externally from CERS.

• Application design leadership in PRPC and PegaSI Smart Investigate
• Requirements capture and analysis in English and Cantonese
• PRPC Configuration inclusive of adopting Pega's 'Situational Layer Cake' concept to roll out solutions to the UK, Japan, Hong Kong and the USA
• Coaching clients on implementing PRPC best practices

Confidential

Summary: Project development in Confidential's new Futures Options Trading System so that internal clients can perform trade for their external customers.

Position: Architect

• Communicate with clients and team members in Cantonese to capture business requirements and discuss system design
• Integrate Spring framework to provide integrated solutions for system components
• Analyse, design and develop a Static Data domain model in capturing financial data
• Develop a service interface for the Static Data model for systems integration
• Wrote Java Persistence Query Language JPQL statements using JPA technology to store financial data in a MySQL database
• Employed Mule Enterprise Service Bus ESB for message integration including scheduled jobs, JMS Apache Qpid queues, IBM MQ Cash Movements, and Web Service Customer Account Balance retrievals
• Custodian for a User Management service in providing login, account group and user role data for integration with an Eclipse RCP GUI front-end
• Write system architecture documents to illustrate system component integration

Confidential

Senior IT Consultant/Software Engineer

Business To Business B2B Project

Summary: The B2B system using Web Services technology allowed external customers to lodge electronic patent applications via a PKI Public Key Infrastructure security framework.

Position: XML Consultant/Senior Developer

• Integrated B2B EJB components using J2EE distributed computing concepts into IP Australia's SOA. The architecture allowed external customers to file electronic Patents
• Testing communications between B2B components were successfully received on IP Australia's Corporate Messaging Framework CMF as an Enterprise Service Bus
• XML design conformed to World Intellectual Property Organisation WIPO Standards for electronic National Phase Entry transmissions
• Converted XML data structures using XSL-FO stylesheets to generate financial invoices, statements and receipts in PDF format. Attorney firms used these for their auditing trails.
• Integrated B2B components with Betrusted's Authentication Server BAS software for PKI security, and validating Patent transmissions
• Analysed BAS to understand certificate validation and authentication process for debugging purposes
• Delegated custodian for IP Australia's Corporate OnLine Payment System that allows integrating systems to perform payment transactions
• Coded OLP using J2EE design patterns and successfully making it accessible via IP Australia's systems architecture. This was exposed as an EJB 2.1 interface
• Built integration channel to ANZ eGate's credit card service to accept Visa, MasterCard and Bankcard details from the OLP system

Trademark End Point TEP Project, IP Australia

Summary: Developed an XML Web Service allowing external customers to register or renew a trademark. The Web Service also allows a customer to check upon the status of a trademark.

Position: Technical Lead/Senior Developer

• Aided in the architectural design of TEP interfacing with internal systems e.g., OnLine Payment System, SAP . This lead to proper development in Java design patterns and simple integration with Adobe PDF forms for customer registration/renewal. IP Australia receives over 180 transactions per week with this system.
• Employed Apache Axis2 as the XML Web Service framework, generating WSDL as Java bindings and integrating Axis2 with BEA's Weblogic server
• Employed TCPMon tool to intercept SOAP messages between PDF forms and the TEP Web Service, allowing to debug and validate data for issues
• Created XML PDF stylesheet to render payment and transaction details as an attachment email notification. Customers requested this for their auditing purposes.

Confidential

Position: XML Consultant/Analyst

• Conducted feasibility study on deploying an XML Asset Repository as part of IP Australia's system development process.
• Evaluated possible third party software e.g., TIBCO XML Canon, Software AG Tamino XML Server in addressing the requirements. Concluded that an XML Asset Repository is needed but no current software can be purchased that met all the mandatory requirements
• Prepared Enterprise Architecture Team's requirements specification for the repository
• Analysed different standards e.g., internal standards, WIPO standards that IP Australia has accepted to develop the first revision of the Corporate XML Data Dictionary. This allowed for future XML work to conform to a range of standards
• Presented solution in a forum to the Enterprise Architecture Team and concerned stakeholders to incorporate this solution as part of their new development process

Confidential

Change Program Enabling Project Interface Standards

Position: Business Analyst/Programmer

• Assisted in developing new business strategies in implementing a data flow application called electronic Activity Statements eAS using Interface Standards, Web Services, XML and XBRL technology
• Analysed and modelled Activity Statement forms into a reusable UML logical model for system data transfer purposes, which later translated to an XML physical model WSDL, SOAP, XBRL
• Assisted in the development of the XBRL Taxonomy standard
• Represent the ATO in international and domestic conferences on Standards and XML