SUMMARY:

• IT professional with 5 years experience in Customer experience management tool (Tealeaf).
• Implemented Tealeaf version 8.8, 8.5 from scratch, Trained on Version 9.0
• Assessed existing Tealeaf Environments and Provided Recommendations. Completed Discovery, Impact and Recommended Action plans.
• Worked on Tealeaf Architecture based on Data Centers, Traffic volume. Calculated Storage Size, Memory, Number of CPUs on Windows Canisters, HBR, Portal servers, PCA, SQL DB.
• Configured Tealeaf from PCA Capture server, HBRs, Canisters, Portal, SQL, RTV, BBR.
• Expert at Trouble Shooting and Fixing Traffic Capture Issues in Tealeaf Windows Servers, PCA Capture Servers, Missing Traffic, Spooling Issues, Portal and SQL Server Issues.
• Added new Applications, Add new releases to Traffic Capture.
• Added new Reports, Dashboards on existing traffic, New code migrations traffic.
• Identified and Implemented rules to drop Bots, Crawlers. Created Reports and Dashboards for IT Prod Support, Marketing, Management, Fraud, Various Business Units.
• Implemented Search and Session List Templates as per client Applications and Requirements.
• Good experience in PCA Capture server web console configuration, Configured incoming data capture, Pipeline Settings, Privacy Rules, SSL Keys install, Sessioning Agents.
• Administered Tealeaf using AD roles. Created Tealeaf Events, Reports, Dashboards, Scorecards, Dimensions, Alerts and communicated trends observed to the Management, Business, IT Production Support. Expert on TMS, Portal Configuration.
• Expert at UI SDK Install, cxMobile.
• Good knowledge in RTV & BBR Replay and their Configuration.
• Implemented cxVerify for Legal and Compliance purposes. Good Knowledge in cxConnect, Eventbus configurations.
• Good experience in all Tealeaf CX Products.
• Worked on Tealeaf Version 7.
• 6 months experience in Sitecatalyst, Google Analytics.
• 8 years in IT project management and 16 years in software industry. Special interests in IT Architecture, IT Security, attacking challenges, creating automated solutions, implementing business user applications and is a dedicated team player.
• Implemented and Configured Tealeaf Version 8.8, 8.5 from scratch.
• Proficiency in Tealeaf (Version 8 and Version 7) Product, Created Events, Reports, Dashboards, Scorecards. Well versed with Portal, TMS, Pipeline configurations, PCA capture server, HBR, Canister, Portal servers.
• Configured PCA Capture server from scratch. Good knowledge on pre - requisites that are needed for PCA like SSL keys, ETH ports of the incoming pipelines to PCA, Data Sessions based on Cookies, Traffic filter rules in PCA, Multi-instance captures.
• Good knowledge in pipeline routing configurations, TMS Configurations, Portal Management, Created events, Reports. Configured dashboards, Scorecards.
• Configured and customized client sessions Search template and Session listing templates. Customized Session list templates for reporting.
• Created Reports and Dashboards on Errors like 400, 500 series, Application errors like Temporarily unavailable pages, System problems, Unable to process requests.
• Created Reports and Dashboards on Customer Struggles, Advertising Banners to measure campaign success rates. Created reports to capture search strings, Search engine referrers.
• Implemented UI SDK to capture Rich Internet Traffic (Traffic that do not communicate with web server) capture like AJAX. Worked on cxConnect and Eventbus Configurations. Data Sessioning using Cookies.
• Created dashboards on important processes, communicated completion rates. Reviewed client behaviors with Management and Business resulting in changes in Design. This reduced calls to Support center and saving dollars.
• Administered users, got users added to AD admin, user roles. Implemented controls on the amount of access users have to the portal menu.
• Secured client data by blocking, masking client sensitive data like Passwords, SSN, Bank Accounts.
• Created proactive alerts on critical problems, Data centers shutoff and Traffic re-routing.
• Worked with IT Production support team to expedite production problems resolution.
• Configured RTV, Done Host/Port Remaps for better replay of client sessions in RTV.
• Worked on Tealeaf product Architecture, Security, Implementation, Business customization, Trends, Customer online behavior, Prospects conversion to Clients. Good knowledge in all Tealeaf products cxResults, cxView, cxImpact, cxConnect, cxReveal, cxVerify.
• Hands on experience with Sitecatalyst, Google Analytics, CA Wily.
• Familiar with Insight, Gomez, Splunk, Urchin Logs, AB Testing, Multivariate Testing.
• Experienced on Wordpress Blog Software, CoBrowse technologies. Supported quarterly enhancements, elevated fixes to defects, prioritized projects with business, hosting requirements sessions, worked on design, guided team members on code implementation, Inspected testing team test cases, Coordinated daily testing status meetings including defects tracking and resolution, Created Elevation plans, Change management records, Production elevation support and Post certification planning.
• Experienced in Agile Sprint planning, Stories sizing, Tasks and their implementation, held scrum meetings. Implemented Confidential using Agile methodology.

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Worked on Tealeaf Architecture and Design to implement Tealeaf Version 8 from scratch.
• Configured PCA Capture Servers, Implemented SSL keys in PCA servers for traffic decryption, Configured Ports and Servers IP's to listen to Application traffic, Implemented Rules to filter traffic, Data Sessioning using cookies.
• Created Events, Dimensions, Reports, Dashboards, Scorecards.
• Configured and Customized Search Template and Session listing template. cxConnect, Eventbus.
• Good knowledge in User administration. Associated users to AD roles, Granted permissions based on AD roles, Restricted user access to Portal Menu, Administration, Search Profile based on AD roles.
• Good knowledge in TMS, Portal Management, cxImpact User administration.
• Helped Production support team expedite Problems resolution.
• Good knowledge on CA Wily, Site Catalyst and Adobe Insight.

Technologies: Tealeaf, Tealeaf Portal, RTV, Events, Dashboards, Dimensions, Hit Attributes, Session Attributes, Scorecards, Alerts, cxConnect, CA Wily, Adobe Insight, Omniture Sitecatalyst.

Confidential

Tealeaf Support & Web Analytics

Responsibilities:

• Worked on Tealeaf Version 7. Worked on Tealeaf products suite cxConnect, cxReveal, cxVerify, cxView, cxResults, cxImpact products. Involved in improving client experience on Confidential websites.
• Tealeaf session replay fidelity through RTV desktop application. Good knowledge on Request and Response and created events on them.
• Made sure website traffic is captured all the times without gaps. Put in place immediate recovery processes incase Tealeaf data capture fails.
• Monitored and resolved server issues. Problem identification and resolution, Customer behavior analysis for web site optimization, Proactive Business management, Informed and effective customer service, Dispute resolution, Fraud investigations, Audit and compliance.
• Well versed with all the menu items in Tealeaf portal application. Good knowledge in Transport pipeline configurations and their internal workings.
• Good knowledge in Tealeaf system status reports, TMS, Portal Management.
• Analyzed Scorecards, Events, Custom Charts, Activity Dashboard and Reports, Performance, Sessions Segments.
• Knowledge in IT Architecture design and IT Security areas.
• Worked on Ad words, SEO Search Engine Optimization, Pay per click optimization, Dashboards, Scorecards, Reports, Heat Maps, Conversion rates in Google Analytics.
• Worked on project plans, Issues listing, Runbook documentation, Project status communication to senior IT management, Elevation plans & Test plans creation.

Technologies: Tealeaf Version 7, HBR, Canisters, PCA Capture Servers, Tealeaf Portal and RTV RealiTea desktop applications, Ajax, HTTP.

Confidential

Responsibilities:

• Involved in Architecture, Planning, Security and business communications.
• Sat in Requirements sessions, Agile sprint planning, Stories and their sizing, Tasks and their completion done.
• Created production elevation plans, Change management records, elevation support, monitored production systems along with business and after elevation data clean up.
• Trained team members in newly implemented technology systems, completed run books.

Technologies - Java, JSF, Agile methodologies, .Net, Control M, PVCS version manager, SQL server database.

Confidential

Responsibilities:

• Communicated project related deliverables to all the stakeholders and resolved hurdles faced by the team. Hosted sprint meetings to discuss project, requirements, finalized stories, related tasks, assigned tasks. Communicated project status to stakeholders, senior management, sponsors.
• Monitored implementation, made sure all the stories are assigned to appropriate resources based on their skill set, made sure the project is progressing within time and budget. Ran daily standup meetings and sprint meetings once every 3 weeks. Hands on team manager, mentor, coach for the new team members. Trained team members on the new processes and technologies.
• Was involved in coding Java, Java beans, JSP, Jtest, Junit. Familiar with RAD7, PVCS version manager, Team track, JSF.

Technologies: Agile methodologies, Java, Java Beans, JSF, JavaScript, JSP, content jsp, Covered UI, Midtier and database areas, Jtest, Junit, PVCS version manager, Team tracker.

Confidential

Software Engineer

Responsibilities:

• Involved in requirements gathering with business users, design of statements, created application architecture. Worked with procurement on hardware, software got the contracts signed between vendors and Confidential .
• Created project plans, test plans and measured implementation against plans. Assigned the work among team members based on their skill set, resolved the hurdles faced by team members, and got the work completed in a timely manner. Communicated the progress of the project to senior management, business users and stakeholders.

Technologies: Exstream Dialogue, filenet, pub files, data files, UNIX batch, NT batch, Java, JSP, JavaScript, JSF, Junit, Jtest.

Confidential

Responsibilities:

• Contributed significantly to corporate goal of 99.97% website and Confidential applications availability through Production Support work, delivered enhancements to make it easier for Business, coordinated with vendor to bring in the upgrades to SunGard application, got them tested, scheduled and supported the production elevation in a timely manner.
• Worked with procurement in writing the contracts and getting the vendor software in-house.
• Worked with various teams in Confidential to initiate the project, gather requirements, complete project documentation, right resources to execute the project, project plan to monitor the progress, tools for completing the project, Maintained test environments to test the projects successfully, got the problems, issues, hurdles resolved through proper documentation and follow-up, updated senior management on the goals, status, strategy on projects completion.
• Planned elevations, prepared elevation plans, back out plans, change management, lined up resources to support the elevation, ensured security of the clients data, relentless focus on applications security, training business in the new applications.
• Led large initiatives to implement a completely automated data feeds from Vendor products to Enterprise system and to Confidential applications, to help Business take effective decisions.
• Hosted weekly meetings with vendors to make sure we are have a good communication with them and have advance notice of what to expect in terms of software deliverables and upgrades.
• Planned projects, Created release scope list, communicated to all the stakeholders, Monitored the work progress, Reviewed the test plan, test cases, test region data, got the test cases executed and delivered quality software within the stipulated time and budget. Skillfully managed all technical staff from multiple teams and a team of contractors to get the job done under budget and on a compressed timeline.
• Demonstrated flexibility to change my role in assisting system testers and clients for better software quality. Involved in daily interaction with clients as the agent of technical team. Spoke business language with clients in providing technical solutions.

Technologies: .Net, SQL server, Sybase database server, PVCS version manager, team tracker, Exstream Dialogue, pub files, data files, Unix batch, NT batch, Java, JSP, JavaScript, JSF, Junit, Jtest

Confidential

Responsibilities:

• Tested the application vigorously to catch new problems as the testing defects are fixed. Sat through Requirements and Design Meetings, Created test plans. Divided the capabilities into Test cases and Distributed work to the team.
• Tracked the completion of test cases by the team through project plans; Ensured SAT desktops are built for the testing, Made sure we have the right data in SAT region to test the applications. Organized a small team to make sure test regions data reflect production to help test the deliverables effectively and deliver quality code into production.
• Communicated daily Confidential coverage and quality Statistics to the Management and Stakeholders. Ensured that the bug tracking tickets are opened for all the failures and proactively got them resolved in time.

Confidential

Responsibilities:

• Gathered requirements for initial use cases, conducted end user interviews and demos. Designed UI screens using Macromedia - Dreamweaver.
• Used Contents to implement UI screens to maintain consistency and brand image. Implemented UI screens using PLF framework Controller, Helper, Event handlers.
• Lead Integration testing team of five, distributed the test cases, got the test cases written, Coordinated building of PC’s and data for Integration testing, opened bug tracking tickets, ensured that the application is moved to Systems testing by the due date.
• Productions roll out planning and implementation.

Technologies: Java/J2EE, JSP, Servlets, XML, JavaScript, UML, Websphere5, UNIX, DB2.

Confidential

Software Developer

Responsibilities:

• Involved in Requirements gathering, Design & Documentation, Coding, Testing, Worked on Version Manager Endevor. Wrote Batch programs to fix files in Production, worked on online programs to make changes to Mainframe screens, Worked with databases VSAM, DB2.
• Prepared Test Plan/Cases and executed integration test cases, Fixed Problems opened in PVCS tracker by SAT Teams. Planned Production Elevation, Involved in Production support. Created infopac reports for Business Clients.

Technologies - COBOL, Endevor, JCL, DB2, VSAM, CICS.

Software Engineer

Confidential

Responsibilities:

• Analyze and resolve the problems, Worked with databases VSAM, DB2, and TOTAL. Preparing the Documentation, Generating error reports for corrections. Test Plan/Cases and validation, Level II testing for applications.
• Acted as a department liaison to support the client’s need for day-to-day operation. Coached other team members on systems.

Technologies: COBOL, Endevor, JCL, DB2, Total, VSAM, CICS.