PROFESSIONAL SUMMARY:

• 12+ years of IT industry experience with a wide range of technical skill set, roles and domain expertise.
• 8+ years of experience in PEGA PRPC.
• Worked on Pega Smart Dispute Framework, Pega Customer Service Framework for Healthcare, Customer Decision Hub, Pega Next - Best-Action Advisor, Pega Sales Automation for Insurance and Pega Field Services
• Experienced in executing Software Development Life Cycle (SDLC) methodology - analysis, design, development, customizations and implementation of software applications.
• Strong in analyzing and translating business requirements to technical requirements.
• Certified Quality Expert - ISTQB Foundation Certification in Software Testing.
• Involved in projects in the domain of Customer Service, HealthCare Prescriptions, Insurance, Core Banking and Credit Card industry.
• Proven expertise in software development and project management activities including client relationship management and offshore transition management.
• Currently working on Specialty Insurance Product for Residential/Commercial Line of Businesses.
• Have demonstrated skills across technologies by applying ‘learn as you work’ approach.
• Strong Database, Programming and development lifecycle knowledge with analytical and troubleshooting skills. IBM Certified Application Developer DB2 9
• AWS Certified Cloud Practitioner and preparing for AWS Solution Architect Certification.
• Robotic Automation enthusiast - developing skills on UIPath and Pega Robotics Platform.

SKILLS:

BPM Tools: PEGARULES Process Commander® (PRPC) v5.5, v6.1sp2, v7.1.x, v7.3.x, v8.x

PEGA Tools: Clipboard, Tracer, PAL, PLA, AES, SMA and Preflight tool

DevOps: Pega Deployment Manager, GitHub

Cloud: AWS (EC2, S3, Elastic Beanstalk), Azure Active Directory/SharePoint

API Development: Apigee, Postman

Legacy Technologies: COBOL, JCL, IMS DB/DC

Databases: Oracle 11g, MS SQL Server, DB2 for z/OS

O/S: IBM Mainframe Z/OS, Windows Platform, AIX 6.x/7.x

Web Technologies/Tools: XML, HTML, JavaScript, CSS3. Tools - Fiddler, SOAPUI, Redux.

Processes: Agile Methodology (SDLC 2.0), SDLC Methodology, Six Sigma Methodology, Business Process Methodology (BPM), Rally

Performance Monitoring Tools: DynaTrace, HP Performance Manager (HPPM)

MS Office Tools: Word, PowerPoint, Excel, Visio and Project

PROFESSIONAL EXPERIENCE:

Software Engineer

Confidential, Irvine, CA

Responsibilities:

• Designing applications and reviewing/writing code to enable Business Process Transformation by enhancing existing applications or developing new applications using Pega PRPC Platform.
• Managing process improvements in order to achieve business results and appropriate solutions to meet IT and business needs.
• Defining/Building the class structure of customer data and work objects, database model for customer data and, build end-user portals/User Interface screens as per the Pega Guardrails and Design Principles.
• Perform complex analysis and evaluation of existing and proposed applications that leverage the latest features/enhancements on Pega PRPC Platform.
• Code migration to different environments like User Acceptance Testing (UAT) and Production (PROD) environment.
• Analyzing business requirements (User Epic/Stories) & perform impact analysis for the same on existing application for backlog grooming and prioritizing requirements and assigning points to each User Story.
• Writing detailed technical specifications for downstream subsystems and integration with upstream subsystems through SOAP/REST API based approach.
• Reporting missing elements found in system and functional requirements and its impacts on subsystems, to business and team members.
• Monitoring system health and Application log files, defect triaging/root cause analysis in various environments.
• Planning and executing unit testing and debugging.
• Supporting System Integration Testing & User Acceptance Testing
• Managing quality of system / application changes to validate that technology and process solutions are meeting business, performance, integration, and scalability requirements
• Preparing chart and reports for IT Leadership to help track project goals.
• Scheduling and executing performance analysis and based on the findings, fine tune the existing design or propose alternate design for the application to ensure optimal use of Pega PRPC Platform.
• Designed/Built the application that supports the Residential LOB - creating class structures and reusable assets for different LOBs
• Implemented complex UX requirements, Security Model, REST Integrations on Google Apigee as per business needs.
• Designed/Implemented complex Business Reports that are absolutely vital to Accounting Department.
• Upgrade Partner Portal on Pega 8.2.1 - this application is in Pega 7.2.2 and planning to upgrade to 8.x to leverage new UX features and Pega Knowledge Management (Pega KM).
• Built a POC on Pega Sales Automation for Insurance 8.2 to demonstrate key sales capabilities like writing Policy, issuing Quote, generating Insurance Reports and Widgets and UX Enhancements for Partner/Seller Agents
• Integration with AWS RDS MS SQL Instance
• Built a POC on Pega Platform 8.2.1, Pega Customer Service to service a Loan Servicing Business that leverages CoreLogic and Google APIs
• Also helped team on a Pega Field Service implementation for Nielson to address application performance issues.

Principal Engineer Applications

Confidential, Pasadena, CA

Responsibilities:

• Responsibility for leading and supporting the Contact Centers - portfolio of applications aka Member Services Contact Center Desktop solution in partnership with the vendor (via a Managed Services contract).
• Ensuring that technical and process issues are addressed in a timely manner via established, well-defined, support processes and governance structures.
• Maintaining a close relationship with the business partner in knowing their platform configuration, requesting changes and resolving issues.
• Assisting in measuring, monitoring and evaluating the execution of vendor, department and KP-IT processes and applications performance against agreed upon (via the Managed Services or other internal/external contracts) service levels
• Assisting and helping lead in developing and executing to the strategic direction of the department and assigned applications
• Analyzing customer requirements, evaluating technology options, developing tactical and strategic plans, evaluating vendor products, recommending end-to-end solutions to Contact Center customers, deploying and supporting technologies - and ensuring overall quality of deliverables against requirements
• Pursuing and leading root cause of incidents and problems in conjunction with team and vendors. Proposing changes to address systemic issues/problems/improved functionality and capability from a support and business management perspective.
• Operating as a change agent - working with the team to find innovative ways of meeting business demand while delivering exemplary support and delivery services
• Coordinating and leading the planning activities with ancillary support groups and team members to accomplish goals - assessing ongoing demand, working with business partners and leadership to set aggressive but achievable goals, allocating resources as appropriate and track results
• Successfully managing process improvements in order to achieve business results and appropriate solutions to meet IT and business needs
• Being responsible for quality of system / application changes - validate that technology and process solutions are meeting business, performance, integration, and scalability requirements
• Leading process and application performance analysis and subsequent action plans to improve overall quality and performance of the various vendor/ support teams
• Understanding and ensuring adherence to Service Level Agreements (SLA’s) with the business and work with team members to managing associated processes to meet those SLA’s
• Generating reports as required to address delivery and applications performance, including application uptime, response time, incident and problem handling
• Leading and developing in Pega PRPC independently looking at EDD (Design Document)
• Creating package/patch and moving the code to different environments like QA, UAT, and TRN etc.
• Creating / modifying the design document, helping in debugging the code and fixing defects using the Quality Center tool.
• Upgraded 4 HP CHATS non-production environments and added new production and disaster recovery servers - Created and implemented Deployment Plan for each environment. As this was a hybrid upgrade using best of In-Place and Out-of-Place Pega 7 Upgrade methods.
• Upgraded WebSphere application server from WAS 7 to WAS 8.5.5 - Coordinated with Infrastructure Support team to set up WAS Binaries as new instances on the Unix App Servers and validate all the required WAS Configurations like Pool Size, JDBC Configurations, Shared Storage Mounts and importing of custom jar files required for PegaCall.
• Achieved Level 2 compliance as part of the PRPC 7 framework upgrade - Defined the best practices for UX.
• PRPC 7 upgrade project has implemented major changes to 54+ business work flows, 5+ portals, multiple work baskets and other various Biz admin features.
• Implemented PEGA 7 Confidential call feature to eliminate PEGA 6 related challenges and enhance compatibility with CISCO and Genesys Telephony applications.
• As part of the upgrade process, 8000+ rules were enhanced and custom code from PEGA 5, PEGA 6 was converted to out of the box PEGA controls.
• Implemented HTML 5 to improve browser performance and cross browser support.
• Implemented asynchronous data loading / parallel processing features to improve UI performance.
• Enhanced 20+ internal and external interfaces to improve application performance.
• Retrofitted 32+ wok flows which were impacted by 6 major investment releases and 8 monthly releases from May 2016 till March 2017.
• Lead around 20+ contractor resources worked for 13 months on upgrade effort.
• Worked with 8+ Confidential integration partners, TCS and PEGA vendor who were involved in HP CHATS upgrade project
• As part of End to End Testing, team has successfully executed 3200+ test cases and fixed 815 defects within 4 months.
• Business UAT team has successfully completed application testing within 3 months with the help of 4 to 10 customer service agents, supervisors and subject matter experts.
• Completed training of MSCC and Vendor agents within 6 weeks.
• Successfully completed performance testing of HP CHATS application, conducted 6 cycles of load testing.
• Successfully completed 4 cycles of mock deployments to achieve perfection in production deployment.

Confidential

Responsibilities:

• Users getting kicked out of system because of incorrect ulimit setting at OS level.
• Thread Deadlock and subsequent thread dumps causing JVM to go in unresponsive state
• Uneven load balancing across all JVMs causing slowness.
• Mercury monitoring agent (HPD) throwing fatal error and causing delayed JVM restart
• Stack Overflow Error exception causing JVM out of memory
• Multiple hung threads because of service
• Hazel cast hung thread - 200+ threads in parked state causing Confidential issue
• SystemOut.log missing entries between file roll over
• Interactions not getting committed to DB for some business scenario
• System Cleaner not running to flush log-usage data greater than 30 days
• Requestor Pool Management - Increased active count from 10 to 50 for services
• AES - Long running SQL queries optimization
• Application - Long running SQL queries optimization
• Fixing/removing exception caused from application code
• AES monitoring to detect correct PROD LEVEL and connection string URL
• Plug-in log file rolling mechanism
• SMA logs landing page to download individual JVM logs
• Designed and developed Confidential Optimization Project - implement Single Phonebook, one click Call Transfers and Meeting KP Custom Requirements.
• Developed replacement for PEGA PDM Product and replaced with integration with Enterprise Print Vendor

Senior Software Developer

Confidential, Woburn, MA

Responsibilities:

• Responsible for the design, architecture and delivery of PRPC based applications across multiple projects.
• Interface with internal Development Community and ensure that business and technical architecture matches the requirements as well as Business identified goals.
• Provide Technical Leadership and co-manage a team of PEGA developers at offshore and support cross-functional and/or cross-segment teams.
• Deploy and maintain critical and complex PEGA applications that solve complex business requirements.
• Solve unique and complex PEGA technical problems with broad impact on the business within SLA.
• Participate and drive all the phases of the projects ensuring timely delivery of projects.
• Understand and model development best practices.
• Work with Project Managers to size and manage scope.
• Predict emerging customer needs and develop innovative solutions to meet them
• Translate highly complex concepts in ways that can be understood by a variety of audiences
• Influence senior leadership to adopt new ideas, products, and/or approaches
• Upgrade UMCS from Pega 5.5 to 7.1.8 - this was a great success for business as they were able to fully leverage the platform feature.
• Integration with Electronic Prior Authorization - this was a very complex solution where leveraging the Pega Platform and architecting the right design was the key to success. Massive Coding effort required to complete the integration as per the NCPDP Guidelines.