SUMMARY:

• IT professional with 5 years’ experience in Customer experience management tool (Tealeaf), 11 years Total IT Experience
• Installed Tealeaf environments including latest version 9 0 2 FP6
• Implemented Tealeaf Upgrades from 8.5 to 9.0.2 Fixpack6 upgrade
• Familiar with Tealeaf SAAS Solution. Created Events, Reports and Dashboards on Tealeaf SAAS solution on IBM Cloud
• Configured tabs on Confidential Web console
• Good knowledge in SSL Keys implementation, Blocked Client PII Data, Implemented Drophit rules based on conditions
• Rolled out Tealeaf to Business units, Conducted Tealeaf Training sessions to Tealeaf Users
• Involved in Trouble shooting and Fixing Issues in Tealeaf Environment
• Implemented rules to drop Synthetic traffic, Crawlers, Bots
• Blocked PII client sensitive data based on client privacy requirements in PCAs, HBRs, Canisters
• Worked on adding New Applications, blocked Client PII on these New Apps
• Created Search and Session List templates as per Requirements
• Created Events, Reports, Dashboards for Business Operations across the Enterprise
• Created reports on Conversion metrics, Transactions, Errors, Alerts on Critical errors
• UI SDK to capture UI events and SPA Single Page Architecture pages
• Administered Tealeaf users using AD roles, Portal authentication
• Good knowledge on TMS, Portal Configuration, RTV, BBR Replay
• Worked on Glassbox POC
• Worked on cxReveal Implementation, cxOverstat
• Familiar with Java, J2EE, Spring Framework, Hibernate, Servlets, XML
• Familiar with Adobe Analytics, Google Analytics, Dynatrace
• Worked in Agile, Sprint planning projects
• Created alerts on critical problems, got smart on discovering issues before they became ugly
• Worked on Tealeaf Architecture, hardware sizing based on Traffic volumes and Data centers
• Worked on Tealeaf implementation upgrade plans
• Created reports, dashboards for IT Prod support, Call center, Fraud Investigations, IT Security, Marketing, Digital analytics, User experience, Business and IT Management, Marketing
• Analyzed existing Tealeaf Environments and Provided Recommendations
• Configured Tealeaf Confidential Capture server, HBRs, Canisters, Portal, SQL, RTV, BBR
• Created business intelligence and actionable insight reports. Created Reports and Dashboards on Errors like 400, 500 series, Application errors like Temporarily unavailable pages, System problems, Unable to process requests.
• Knowledge in pipeline routing configurations, TMS Configurations, Portal Management

WORK EXPERIENCE:

Confidential, Township, NJ

Tealeaf Administration and Support

Responsibilities:

• Tealeaf upgrades planning and implementation to 9 0 2 and FixPack6 upgrades
• Adding new application traffic to Tealeaf environment, Created Alerts, Report requests from business users
• Troubleshoot Tealeaf issues like missing pages, missing traffic, networking issues like unidirectional traffic
• Created Tealeaf events, reports, dashboards, Trained and rolled out Tealeaf to business operations
• Worked on Tealeaf SAAS solution, cxConnect implementation
• Configure Confidential web console, SSL keys installation, Block client PII data, configure HBR, Canisters
• Trained business users. Created meaningful reports, dashboards to various business teams based on their business operations
• Configured Confidential Capture Servers, Implemented SSL keys in Confidential servers for traffic decryption, Configured Ports and Servers IP's to listen to Application traffic, Implemented Rules to filter traffic, Data Sessioning using cookies.
• 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 Dynatrace, CA Wily, Site Catalyst and Adobe Insight.

Environment: Tealeaf, Tealeaf Portal, RTV, Events, Dashboards, Dimensions, Hit Attributes, Session Attributes, Scorecards, Alerts, cxConnect

Confidential, Phoenix, AZ

Tealeaf Support & Web Analytics

Responsibilities:

• Worked on Tealeaf products suite cxConnect, cxReveal, cxVerify, cxView, cxResults, cxImpact products. Involved in improving customer experience
• 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.

Environment: Tealeaf, HBR, Canisters, Confidential Capture Servers, Tealeaf Portal and RTV RealiTea desktop applications, Ajax, HTTP.

Confidential

Responsibilities:

• Developed all aspects of Front - end presentation logic, Mid-tier and business components.
• Developing Java utility classes for the assigned modules within the architectural framework.
• Implemented the abstract template classes for the Junit testing framework for testing the platform services.
• Trained new team members, Involved in peer code review.
• Implemented applications using Agile methodologies.
• Involved in documentation, review, analysis and fixed post production issues.

Environment: : JDK1.5, Struts 1.2, Oracle, Tomcat 5.5, JUnit, Jwebunit, Tiles Framework, WebServices, Proprietary Framework.

Confidential

Responsibilities:

• Implemented portal application using JSF, Spring, XHTML, JPA with Hibernate.
• Used JUnit to verify the code fidelity.
• Implemented Oracle stored procedures to clean up the data.
• Interacted with Business Analysts to come up with better implementation designs for the application

Environment: JDK1.6, JSF, Spring, JPA, Hibernate, Oracle (PL/SQL), Tomcat 5.5, JSF, XHTML, JUnit

Confidential

Responsibilities:

• Participated in Iteration Planning, Task Break up and estimation using Functional Point technique.
• Worked in Release activities ensuring that the checklist made for the release are met.
• Developed Critical use cases and delivered on time.
• Configuring Cruise Control for the project for continuous integration.

Environment: JDK1.4.2, Swing, XML Beans, Postgres 8.1, JUnit.