SUMMARY:

• Over 10 years of IT industry experience in Analysis, Operations, Design and Development using PEGA/PRPC and Java related technologies.
• Good working experience in complete SDLC with Agile/Waterfall Methodologies.
• Ability to quickly master new concepts and possess good interpersonal skills
• Good exposure in PEGA PRPC concepts.
• Good knowledge on Business Process, Tool installation, Analysis, Designing, Development, Integration, Testing and Deploying the BRE and BPM applications.
• Good knowledge on relational database connectivity and also connecting to multiple external databases.
• Has a good understanding / hands on experience with System Management Application (SMA) to troubleshoot the system.
• Good knowledge on CPM, HCIF, SmartDispute, FSIFS and IAC frameworks.
• Experience in building and implementing SOAP web services and consuming external web services from Pega PRPC by creating service and connect SOAP rules.
• Strong understanding of working in design and development of Data Model, Class structure, Access Group, Process flows, Activities and UI properties.
• Good knowledge in PEGA Direct Capture of Objectives (DCO) methodology.
• Hands on experience in preparing/creating schedule jobs in Linux and Windows operating systems.
• Hands on experience in CRM tools like MS Dynamics, SalesForce, ORACLE RightNow and LivePerson.
• Hands on experience in creating new workspace for Confidential friendly environments in CRM applications and creating surveys and manual reports.
• Hands on experience in preparing requirement documents for new projects.
• Hands on experience in preparing/creating schedule jobs in Linux and Windows operating systems.
• Hands on experience in Change Management process of service management tools like MAXIMO, BMC REMEDY.
• Good knowledge in developing various DataPower Configurations and deploying to production. Ability to troubleshoot DataPower Configurations.
• Strong understanding of working with various DataPower services such as XML, Firewall, Web service proxy, and Multi - Protocol Gateway
• Familiar with general security concepts (authentication, authorization, encryption, digital signatures), PKI concepts, and SSL
• Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
• Good experience in working with team members from vendors and internal departments to coordinate activities across multiple applications.
• Ability to work independently, internally and externally with minimal supervision as a team member, analyst.
• Possess good organizational and interpersonal skills in a team-based environment.
• Tech savvy, Goal driven, Confidential focused, honest, loyal with good work ethics.

TECHNICAL SKILLS:

Programming Environment and OS: Microsoft Windows XP and above, Red Hat Linux, UNIX, Pega PRPC 5.5/6.1/6.2/7.1 Versions of (BPM & BRE)

Methodologies: Waterfall, Agile and Scrum

Programming and Internet technologies: Java, JMS, HTML, XML, WSDL, XSD, SOAP and XSLT

Testing tools: Clipboard, Tracer, Rule inspector, PAL, Selenium and QTP

Database: DB2, Oracle 8i, 9i, Microsoft SQL Server 2006 and above

Application servers: Web sphere 5.0/5.1/6.1, Web Logic 10.3/9.2/8.1 , Apache Tomcat 5.X/4.X. IIS

Middleware: WebSphere MQ,WebSphere Application Server, and IBM Data Power.

Version Control tools: SVN, VSS, Clear case and Clear Quest

Tracking and management tools: JIRA, MAXIMO, Facets, Clarify, Salesforce, Team Track and Remedy

PROFESSIONAL EXPERIENCE:

Confidential

EDI data Analyst

Responsibilities:

• Manage and run daily data extractions
• Query, or run error reports, to ensure the data is received without errors
• Research data discrepancies found during the data extraction process
• Manually correct data errors
• Be detail orientated to ensure data discrepancies are resolved before client dissemination
• Run weekly and monthly audits to capture statistical data related to the number of errors received and time taken to correct such errors
• Work under deadlines set forth by the Carrier
• Coordinate with internal teams / Carriers to fix the individual subscriber(s) errors.
• Perform scenario planning for test efforts
• Execute scenarios within Benefitfocus eEnrollment platform
• Utilize CRM system to record completion of testing scenarios
• Communicate with internal configuration, EDI, and account management teams regarding testing observations
• Coordinate issue identification and tracking along with troubleshooting: execute issue resolution and escalation of critical issues during testing

Technologies/Tools Used: Oracle / SQL, Java, SaleForce, JIRA, boomi, DataRunner and MetaStorm.

Confidential

Technical Support Engineer

Responsibilities:

• Monitor regular cron jobs are running
• Written SQL Queries and executed them using MS-SQL
• Interacting with business team on the requirements and providing updates
• Involve in Project Requirements analysis
• Verified and validated in Production releases
• Analyzing the failure with the previous builds
• Performing root cause analysis for the production issues
• Developed automated Test Steps for using in Selenium for Regression Testing
• Executed Test cases, and documented defects in the Bugzilla
• Participate in weekly review meetings with both internal and external teams
• Analyzing the severity of the Bug with screen shots(whenever necessary)
• Monitoring the application logs and analyzing the application performance (uptime)
• Coordinate with external teams / vendors to increase the application performance

Technologies Used: Linux, Oracle / SQL, Java, Selenium, JIRA, MAXIMO, REMEDY and ClearQuest.

Confidential

Technical Support Engineer

Responsibilities:

• Proposing feasible and flexible solutions for the tools enhancements or domain specific change requests
• Overseeing implementation of a new system including data migration;
• Planning and working flexibly to deadlines;
• Interacting with business team on the requirements and providing updates
• Involve in Project Requirements analysis
• Verify and validate in Production releases
• Analyzing the failure with the previous builds
• Performing root cause analysis for the production issues
• Used ADO.NET objects such as Data Adapter, Data Reader, Database and Data List for reading/updating records in the database
• Participate in weekly review meetings with both internal and external teams
• Monitor regular cron jobs are running
• Prepare and execution of SQL Queries using MS-SQL
• Analyzing the severity of the Bug with screen shots(whenever necessary)
• Monitoring the application logs and analyzing the application performance (uptime)
• Coordinate with external teams / vendors to increase the application performance

Technologies Used: Linux, Oracle / SQL and .Net4.0, QTP, JIRA, MAXIMO, REMEDY and ClearQuest

Confidential

Support Lead

Responsibilities:

• Monitor production and quality.
• Regular interaction with client about status of daily team activity.
• Proactively involved in study/analysis of Project Requirements
• Participated in weekly review meetings with both internal and external customers.

Confidential

Support Lead

Responsibilities:

• Monitor production and quality.
• Manage and respond to technical issues
• Respond to technical inquiries, assessing underlying issues and determining correct response in a timely manner
• Provide Tier 2 technical support for both internal and external Confidential issues
• Escalate issues to the appropriate team (Development, Product Management)
• Manage follow up and action items resulting from technical issues
• Own and improve individual Confidential Satisfaction Rating with technical issues
• Work with Development and Product Management to manage outstanding product defects through to resolution
• Provide input into the prioritization of bug fixes and technical enhancements
• Research workarounds for technical issues
• Participate in Confidential Acceptance testing for new product releases
• Provide regular communication on status of production, quality and unresolved issues to both internal and external customers
• Participate in testing of regular upgrades for supporting technologies such as Right Now, Timpani and Administrative tools
• Make suggestions to streamline both internal and external user experience with supporting technologies.
• Regular interaction with client about feature discussions
• Proactively involved in study/analysis of Project Requirements
• Involved in issue resolution by interacting with developers, operations team and team lead
• Participated in weekly review meetings
• Report website issues via email and TeamTrack

Technologies Used: RightNow - CRM, CustomerCare Tool which is using Java and LivePerson (Chat) and TeamTrack.