PROFESSIONAL HISTORY:

• About 12+ years of total work experience in professional procurement management and software design, development and deployment a wide range of technical expertise with in Genesys architecture and implementation of various Enterprise and voice - based systems and also e-services.
• Continuously expanding & updating my knowledge, not only in the areas in which I specialize but also in those field which are indirectly related to or having impact on my areas of specialization.
• Specialized in the area of Computer Telephony Integration(CTI), Genesys Framework (version 6.5,7.0,7.5,7.6,8.x), Configuration Manager ( Confidential ), Confidential Routing Server(URS), IRD(GUI), T-Server, Confidential Contact Server (UCS), Genesys Voice Confidential 7(GVP), ( Confidential ) Interaction Server, E-mail server, Web API Server, Stat Server, CC Pulse +, CCA, ICON, Infomart, Orchestration Server, ETL, DMA, DB Servers, SQL 2005,SQL 2008, Confidential (Work Forces Management), Confidential d Confidential aggregator, Confidential web, communications protocols, system management, distributed systems, graphical user-interfaces, middleware.

TECHNICAL SKILLS:

CTI, URS, IRD, T: Server, Confidential Contact Server (UCS), Interaction Server, Mutlimedia server, StatServer, Confidential, CC Pulse +, CCA, Infomart, ETL, DMA, DB Servers, SQL 2005, SQL 2008, SSIS package,Call-center process, Web GUI design, ACD, Apache/Tomcat

Work with switches like: AVAYA/PBX, Nortel

Apache Web Server, Windows platforms.

Work experience with networking technologies like TCP/IP, HTTP, FTP, Genesys CTI

PROFESSIONAL EXPERIENCE:

Confidential, Omaha,NE

Genesys Reporting and eServices Routing Developer

Responsibilities:

• As Genesys Reporting person I was responsible for update/maintain the various
• Worked on the upgrading the Genesys Infomart from the version 8.1 to 8.5
• Worked on the creating new/upgrade the Pulse reporting widgets.
• Responsible of creating new reports for the CallBack project
• Provided a Genesys Chat solution to the new line of business Confidential requirements, configuring and developing the new routing strategy and the reporting.
• Provided a Genesys Email solution to the new line of business Confidential new requirements, defining the process, configuring and developing the new routing strategy and the reporting.
• Also troubleshoots the number of ongoing issues which arise.

Confidential, Charlotte,NC

Genesys Developer

Responsibilities:

• Working on the Confidential .
• Working on troubleshooting issues looking at all logs like URS logs, T Server logs, UCS Logs, Interaction Server logs, Stat Server logs
• Creating a PID (Production Installation Documents) to deployment Confidential .
• Work with the QA team to how extend the solution can be tested and pass the testing
• Creating and maintaining Business Rules, Attributes, List objects, to prepare the call flow for the business based on the Routing Strategies etc...
• Conversion with the Business customer services how the various Routing Rules and the BR, List objects, etc…
• Mostly focusing on the logs like URS logs, T Server logs for troubleshooting issues.
• Involving in some small routing Confidential .

Confidential

Genesys Lead engineer

Responsibilities:

• Understanding and fulfill the business requirement on the existing platform.
• Supporting the existing environment with troubleshooting the various issues.
• Also upgraded the legacy routing to the standard routing.
• Communicate with business on the hours of operations for the various business lines during the holidays and regular days
• Working with Vendor for upgrading speech Confidential .
• Maintain/upgrading the various components of the platform.

Confidential, Phoenix,AZ

Project coordinator

Responsibilities:

• Gathering the client requirement and understand the current needs.
• Distributing the tasks among team members and make sure they understand well to work on it.
• Responsible for completing the task assigned to the team in sprint.
• Administrating the Genesys Environment like creating the objects and maintaining the applications.
• Supporting the current PRD call issue on the Agent Scripting functionalities.
• Worked with team members on troubleshooting the tasks on various Routing tasks.
• Worked on the E-mail and Chat POC and demo it to the customer.
• Worked on troubleshooting issues looking at all logs like URS logs, T-Server,UCS Logs, Interaction Server logs, Stat Server logs, Genesys Desktop application

Environment: Genesys framework 8.x, Config Server, Config Manager ( Confidential ), Genesys Administrator, Confidential Contact Server (UCS), Interaction Server, Chat server, Email Server, IWS, iWD, Web API Server, ETL, DMA, CCA, CC Pulse+, T-Server, Confidential Routing Server, Stat Server, Solution Control Interface, DB Sever.

Confidential

Reporting developer

Responsibilities:

• Preparing specifications based on the requirement engineering.
• Confidential and configure with Confidential .
• Involved in designing architecture for eServices routing different objects such as agent, queues, group agents/places
• Provided real time reporting using Confidential, CCA. Created custom reports for business clients that provided d Confidential on agent, queue on both predefined and custom metrics.
• Generated Confidential Real-time reports from Stat Server.
• Developed reports using CC pulse+, CC Analyzer by using different reporting components.
• Involved in developing high level architecture diagrams, flow design.
• Analyze and document business rules for routing and also for the Reporting.
• Install and configure Multimedia frame work components like: Chat server, E-mail server, Interaction server.
• Install and configure GAD
• Worked on troubleshooting issues looking at all logs like URS logs, UCS Logs, Interaction Server logs, Stat Server logs, Genesys Desktop application

Environment: Genesys framework 8.x, Config Server, Config Manager ( Confidential ), Confidential Contact Server (UCS), Interaction Server, Chat server,Email Server, Web API Server, ETL, DMA, CCA, CC Pulse+, T-Server, Confidential Routing Server, Stat Server, Solution Control Interface, DB Sever, GAD.

Confidential, Louisville, KY

Genesys System Integrator/ Reporting lead

Responsibilities:

• Worked with Business analyst for gathering user requirements for implementing Confidential .
• Preparing specifications based on the requirement engineering.
• Confidential and configure with Confidential .
• Involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places
• Provided real time reporting using Confidential, CCA. Created custom reports for business clients that provided d Confidential on agent, queue on both predefined and custom metrics.
• Generated Confidential Real-time reports from Stat Server.
• Developed reports using CC pulse+, CC Analyzer by using different reporting components.
• Involved in developing high level architecture diagrams, call flow design.
• Analyze and document business rules for call routing and also for the Reporting.
• Install and configure Multimedia frame work components like: E-mail server, Interaction server.
• Worked on troubleshooting issues looking at all logs like URS logs, UCS Logs, Interaction Server logs, Stat Server logs, Cimplicity Desktop application
• Provide and system support to users of the application.
• Provided Production Support for an existing developed phase and also involving in the next phase development.
• Configure and Install the Multimedia framework components for the Chat environment.
• Provide knowledge transfer to better understand the reporting needs which is for Confidential + and CCA.

Environment: Genesys framework 8.x, Config Server, Config Manager ( Confidential ), Confidential Contact Server (UCS), Interaction Server, Email Server, Web API Server, ETL, DMA, CCA, CC Pulse+, T-Server, Confidential Routing Server, Stat Server, Solution Control Interface, DB Sever.

Confidential, Atlanta,GA

Genesys System Integrator

Responsibilities:

• Worked with Business analyst for understanding user requirements which was implemented on site in form of Genesys Infomart.
• Discussing with business and users to provide better knowledge about the Infomart implementation and also the presentation layer of this reporting tool.
• Discussed and follow the GIM requirement document complete with onsite management.
• Worked on the Interactive Insights out-of-box report and navigate the user the use of the tool.
• Provide the understanding the use of tools and customized report.
• Worked on customized report generation for the client.
• Provide knowledge transfer to better understand the reporting needs which is for Confidential + and CCA and Infomart.

Environment: Genesys framework 8.x, Config Server, Config Manager ( Confidential ), ETL, DMA, CCA, CC Pulse+, T-Server, Confidential Routing Server, Stat Server, Solution Control Interface, DB Sever, Interactive Insights.

Confidential, Redlands, CA

Genesys Infomart Developer/Analyst

Responsibilities:

• Worked with Business analyst for gathering user requirements for implementing Genesys Infomart.
• Preparing specifications based on the requirement engineering.
• Planning to Install the Genesys Infomart components of different layer and configure with Confidential .
• Discussing with business and users to provide better knowledge about the Infomart implementation and also the presentation layer of this reporting tool.
• Prepared the GIM installation document complete with Dev installation.
• Worked closely with Business team to gathering right requirements to collect the call center statistics for the Entitled project which is
• Worked on some enhancement routing project for the Voice and Multimedia.
• Worked on customized report generation for the client.
• Upgrading server from 7.6 to 8.0 versions.
• Provide knowledge transfer to better understand the reporting needs which is for Confidential + and CCA.

Environment: Genesys framework 7.6, Config Server, Config Manager ( Confidential ), Confidential Contact Server (UCS), Interaction Routing Designer (IRD), Interaction Server, Email Server, Web API Server, ETL, DMA, CCA, CC Pulse+, T-Server, Confidential Routing Server, Stat Server, Solution Control Interface, DB Sever.

Confidential, Charlotte, NC

Genesys Developer/support

Responsibilities:

• Gathering user requirements.
• Working in a Multisite environment. Which having different switches and architecture for each tenants.
• Worked on troubleshooting issues looking at all logs like URS logs, T Server logs, UCS Logs, Interaction Server logs, Stat Server logs
• Creating a PID (Production Installation Documents) to deployment Confidential .
• Creating and maintaining Business Rules, Attributes, List objects, etc...
• Resolving a production issues in day by day merging process.
• Mostly focusing on the logs like URS logs, T Server logs for troubleshooting issues.
• Involving in some small routing Confidential .

Environment: Genesys framework 7.6, Config Server, Config Manager ( Confidential ), Confidential Contact Server (UCS), Interaction Routing Designer (IRD), Interaction Server, Email Server, Web API Server,GAD, ETL, DMA, CCA, CC Pulse+, T-Server, Confidential Routing Server, Stat Server, Solution Control Interface, DB Sever.

Confidential, Redlands, CA

Genesys Developer

Responsibilities:

• Gathering user requirements.
• Preparing specifications based on the requirement engineering.
• Installed the Genesys framework components of different layer and configure with Confidential .
• Involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places
• Provided real time reporting using Confidential, CCA. Created custom reports for business clients that provided d Confidential on agent, queue on both predefined and custom metrics.
• Generated Confidential Real-time reports from Stat Server.
• Developed reports using CC pulse+, CC Analyzer by using different reporting components.
• Developed historical reports using third party tool like Hyperion Brio.
• Involved in developing high level architecture diagrams, call flow design.
• Analyze and document business rules for call routing and also for the Reporting.
• Worked on troubleshooting issues looking at all logs like URS logs, T Server logs, UCS Logs, Interaction Server logs, Stat Server logs, Genesys soft phone
• Involved in creating and testing routing strategies and Business process using IRD(GUI)
• Designed routing solution and developed required Routing Strategies for implementation.
• Install and configure Multimedia frame work components like: E-mail server, Interaction server.
• Involved in Designing email Solution for Multi- Tenant Environment
• Involved in Installation of Email Solutions
• Designed Business processes and Routing Strategies using IRD for Email
• Provide and system support to users of the application.
• Involved in developing a WallBoard application for an in house project.
• Provided Production Support for an existing developed phase and also involving in the next phase development.
• Configure and Install the Multimedia framework components for the Chat environment.
• Install and Configure ICON config d Confidential base for Infomart reporting tool.
• Involve in a project GAP (Geo Analyst Confidential ) to provide the historical d Confidential base information for an inhouse project.

Environment: Genesys framework 7.6, Config Server, Config Manager ( Confidential ), Confidential Contact Server (UCS), Interaction Routing Designer (IRD), Interaction Server, Email Server, Web API Server, ETL, DMA, CCA, CC Pulse+, T-Server, Confidential Routing Server, Stat Server, Solution Control Interface, DB Sever.

Confidential, Atlanta, GA

ASP.NET Developer

Responsibilities:

• Involved in designing Web forms using server controls, user controls.
• Designed and developed applications using C# with ASP.NET, ADO.NET, and SQL.
• Application was designed utilizing the tier based architecture and with the usage of frames in ASP.NET.
• Design, develop and test several windows applications including ASP.NET, windows form application and a window service.
• Designed and developed applications using in ASP, HTML, GUI Design, Visual Studio
• Configured ASP.NET Web.Configuration file for the entire web application code behind used was C#.
• Configured Web Configuration for application as well as IIS settings.
• C# was extensively used with ADO.NET to interact with SQL Server 2000.
• Extensively used D Confidential Bound controls like D Confidential GRID for displaying d Confidential base information in html table format with Add and Delete Server Button Control.
• Used Forms Based Authentication to Validate Users.

Environment: : Microsoft Visual Studio.Net 2.0, Windows XP, ASP. Net, GUI Design, Visual Studio, C# and Microsoft SQL Server 2000, HTML

Confidential

Business Analyst/Developer /System Tester

Responsibilities:

• Gathering the specifications for the application.
• Arranges meting from Client to Development of web Confidential .
• Creating documentation on prototype of Form and Planning on the layout of the web services Confidential for generation monthly bills.
• Analyzing project in-depth requirement and setting up Development environment and production environment.
• Explain work flow using Visio, MS power Point and MS offices.
• Applying resources on the team, planning on production roll out.
• Documenting every meeting, release and other delivers.
• Interacting with development team on Client Requirement.
• Testing GUI for the standalone application.
• Unit testing each of the GUI objects (Front end Testing)
• Checking the d Confidential base for d Confidential entry and retrieval (Backend Testing)
• Conducted d Confidential integrity testing by extensive use of SQL.
• Involved in Security Testing, System Testing, Validations on pages, Integration Testing, Parallel Testing and Regression Testing
• Tracking the bugs found using in house developed tool

Environment: VBScript, C# .net, Web services, MS Windows, SQL, QC(Quality Center), Ms Offices and Visio.

Confidential

Purchase Officer

Responsibilities:

• Purchase Functions (RFQ/CS/PO/ARC’s/MIS Reports in SAP).
• Import Procurement & EPCG License Procedure.
• Project ( Confidential ) Procurement.
• Stores Functions (Inventory/Inspection/Storage/Receipt & Issue).
• Logistics Function of Incoming Materials.