PROFILE

• Working as a Project Leader/IVR Architect at USAA (Fortune 500) for developing Enterprise IVR Applications using VoiceXML & J2EE Architecture
• Strong experience preparing project plans, schedules, task tracking, offshore co-ordination, team building, documentation, designing IVR architectures, technical designs and Detail Dialog Specification for speech applications.
• Possessing more than 12 years of IT experience out of which 6 years overseas experience in Object Oriented programming using JAVA and IVR technologies.
• Strong verbal and written presentation skills.
• Played various roles in my IT career which includes, Development Manger, Senior Consultant, Technical Leader, Project Leader, System Analyst, System Developer/Programmer and Webmaster.
• Responsible for client interaction, System Requirement, Analysis and design, and relationship building
• IT Strengths includes project management, System Design and Documentation, IVR and Web-Based Application Development using VoiceXML and JAVA.
• J2EE, Web Services, Struts, Hibernate, JMS, Servlets, JSP, JDBC, Java Beans and JNDI
• Worked on various web applications servers - IBM Web Sphere 6.1, BEA Weblogic, Sun Java AppServer, JRun, Apache Tomcat
• Have hands on experience in developing Banking and Supply Chain Management Systems, Web-Based application development, very good experience in System implementation and trouble shooting, and played vital role of Customer support and services to worldwide customers.

EMPLOYMENT HISTORY

• Confidential,U.S.A (Aug 2007 till date) Project Leader
• Confidential,U.S.A (Nov 2006 – Aug 2007) Programmer Analyst
• Confidential,Singapore (Apr 2001 – Dec 2003) Project Leader / Development Manager
• Confidential,Singapore (Apr 2000 -Apr 2001) Software Consultant
• Confidential,India (Apr 1998 - Mar 2000) Software Consultant
• Confidential,India ( April 1993 – Sep 1997) Programmer

EDUCATIONAL QUALIFICATIONS

Masters in Computer Science (Advanced), Merit Class
Bachelor of Science

TECHNICAL SKILLS:

IVR Technology:

VoiceXML, Javascript, Nuance grammars, Tellme platform, Cisco and Genesys Network, Speech Recognition and performance tuning in general

Java and related Technologies :

Java, J2EE, Servlets, JSP, HTML,EJB, JDBC, ANT, JMS, Applets,Web Services ( WSDL, XML, SOAP), XML (DTD, DOM & SAX), Ilog Jrules, AJAX

Databases :

Oracle9i, DB2, Mysql, SQL, Informix, SYBASE and Microsoft Access

Frameworks :

Struts 1.4, Junit, Spring, Hibernate.

Development Tools:

IBM RAD, IBM RSA 7.0, M1 Modeler, Eclipse,Ilog Studio, Ant, Toad 8.5, Putty, IntelliJ iDEA

Web / Application Servers :

Websphere 6.1, Weblogic (8.1), Tomcat, JBoss and Apache Web Server

Version Control Systems:

Borland Starteam, MS Visual SourceSafe, CVS

Designing and Modeling :

IFW Modeling, Analysis and Design, OOAD Using UML, Design Patterns, MVC, Visio

Operating Systems:

Windows, Linux and Unix

Tool:

Together 6.2 , Rational Rose, Workshop Studio, Netbeans, SQL Plus, Query Analyzer, Dreamweaver, Rational Rose, JCreator, JBuilder, ANT, JUnit, Log4J

PROJECT EXPERIENCE

Confidential, (Project Leader)

CA, United States Duration: Aug ’07 till date

Confidential, as Project leader and IVR Architecture. Designing and developing enterprise voice recognition/IVR applications for USAA BANK and INSURANCE by using VoiceXML/gsl with J2EE Architecture on TellMe platform. The development mainly involved banking and Insurance projects providing self service functionality for Checking/Saving account services like Deposits, Withdrawals, balances, stop payment, Electronic Transfer Funds(EFT), Order Replacement ATM Debit and Credit Card, Make Payments, Recurring Automatic Payment Plan, E-Signature authorization, Adding Authorized users, change PIN, change address, Enterprise Corporate Solutions, developing web services for Intelligent Call Transfer and Routing for Genesis and Cisco switches. The recent USAA project working involved developing Security Token Accelerators, Automate MSR Authorization and BioMetric Authentication for providing high level of securities.

Responsibilities

• Interacting with Client, Business Team and gathering requirements, doing feasibility studies, System Analysis and Designing UI and Call Flows, Project estimation and planning, Team Task Tracking.
• Leading and coordinating the development team at Onsite and Offshore
• Developing voice recognition applications for BANK using VoiceXML/GSL with J2EE Architecture
• System integration, Implementation, Code Review, Build Merge & Backup, Project Delivery
• System documentation, preparing Training Manuals, Presentations, Training and Production Support.

Team Size: 32 (Onsite & Offshore)

Environment: J2EE, IBM Web Sphere 6.1, RSA 7.0, Servlets, JSP, JMS, SOA, JDBC, JNDI IMS, Oracle9i, DB2, Web Services, TellMe platform Voice Engine, VoiceXML, XML, Nuance grammar, Javascripts, Cisco ICM and Genesys network, Starteam, Ilog JRules, Linux and Windows OS.

Confidential, Phase I

Texas, USA Duration: May ’09’ till date

Project description:
This project is about automating MSR(Member Service Representative) authorization process so that the MSRs can deep dive-in the members into speech for self servicing based on the scoring matrix. Speech have different level of authentications like full ssn, last4 ssn, pin, zipcode, date of birth, member token etc and depending up how they are authenticated the speech system updated the information into authorization database during the transfers and hangup event, the system keep track of attempt of success or failure authentications into database and the MSR knows exactly where the member fails and succeed. The system used persistent database to store the transfer related information between speech to portal. Speech used web services to update authentication related data to the authorization database. MDB were used as backup strategy for Authorization failure. There biggest challenge in this project was to consolidate the speech transfer and hangup modules for all the enterprise IVR systems like Bank, Investment, Funds Transfers (FTS) and Insurance into Corporate Enterprise application so that it establishes proper communication and data exchange between portal to speech and the biggest achievement of this project was implementing this complex infrastructure without causing any impact to the member experience and having very high success rate.
Environment: J2EE, IBM Web Sphere 6.1, RSA 7.0, Servlets, JSP, JMS, SOA, JDBC, JNDI IMS, Oracle9i, DB2, Web Services, TellMe platform Voice Engine, VoiceXML, XML, Nuance grammar, Javascripts, Cisco ICM and Genesys network, Starteam, Ilog JRules, Linux and Windows OS

Roles and Responsibility

• Preparing IVR architectures, technical design, UI design, Detail Design Specification
• Interaction with business team for gathering system requirement, Analysis & resolution documement
• Project planning, task allocations and tracking, project delivery
• Speech configurations and setups, Code version control and deployment, CTL override configuration for transfers
• Leading development team at onsite-offshore

Confidential, Saving Voice Self Services

Texas, USA Duration: Mar’09 to Sep’09

Project description:
Developing self servicing for checking and saving bank accounts using IVR. The features mainly involved voicing pro-active balance, setting up stop payment, ATM/Debit card order replacement, voicing recent activities, switch account capability. Menu re-designing for checking-saving accounts. This project was implemented as a pilot release to monitor the member experience, satisfaction level, success rate and then later fine tuned and rolled out to production.
Environment: J2EE, IBM Web Sphere 6.1, RSA 7.0, Servlets, JSP, Web Services, SOA, JDBC, JNDI IMS, Oracle9i, DB2, TellMe platform Voice Engine, VoiceXML, XML, Nuance grammar, Javascripts, Cisco ICM and Genesys network, Starteam, Linux and Windows OS.

Roles and Responsibility

• Designing IVR banking menus, UI design, technical design, Detail Design Specification
• Interaction with onsite project team, business team. MSR and offshore co-ordination.
• Project planning, task tracking and project delivery
• Code review, version control, build and deploy for project

Confidential, Member Advice and Solution (MAS) Call Routing

Texas, USA Duration: May ’08 to Feb’09

Project description:
Implement call routing strategy for new member advice solution that utilizes segementation strategy leveraging pre-determined member/market information. The Strategy for MAS is based on natural progression of member’s financial life matching them with the most skilled advisor for there segment. These strategies will create better member experience and increase member satisfaction and maximizing the financial opportunities to member. VoiceXML were developed to leverage SOA (Enterprise Business Services and Web Services) and Ilog Jrules for making the business decisions and call routing strategies.
Environment: J2EE, IBM Web Sphere 6.1, RSA 7.0, Servlets, JSP, Web Services, SOA, JDBC, JNDI IMS, Oracle9i, DB2, TellMe platform Voice Engine, VoiceXML, XML, Nuance grammar, Javascripts, Cisco ICM and Genesys network, Starteam, Linux and Windows OS.

Roles and Responsibility

• Preparing IVR architecture design, technical design, UI design, Detail Design Specification, developing strategy for call routing
• Leading the project team at onsite and offshore
• Project planning, task tracking and project delivery
• Code review, version control, build and deploy for project

Confidential, Speech Analytics and Voiceline Tuning

Texas, USA Duration: Aug ’07 till date

Project description:
This is ongoing project at USAA since last two years with monthly release. This main objective of this project is to do analysis of speech system that can give big lift to member satisfaction, high success rate and organizational benefits. This involved lot of analysis and fine tuning of IVR system. The main features of this project are:
Designing Open/Close dynamic IVR menu based on hours of operation, Using experience manager to investment Menu, Using DTMF as failover strategy, Implementation of speech log tags to trouble shoot and improves success rates. Implementing Open ended Menus to capture utterances and improve IVR menu design. Implementing experience manager to broadcast IVR messages.
Environment: J2EE, IBM Web Sphere 6.1, RSA 7.0, Servlets, JSP, Web Services, SOA, JDBC, JNDI IMS, Oracle9i, DB2, TellMe platform Voice Engine, VoiceXML, XML, Nuance grammar, Javascripts, Cisco ICM and Genesys network, Starteam, Linux and Windows OS.

Responsibility and achievements:

• This project gave me a ability to prove my research skills
• Opportunity working IVR System tuning and trouble shooting
• Leading project team of size 8.
• Project planning, task tracking and project delivery, production support
• Code review, version control, build and deploy for project

Confidential, (Programmer Analyst)

Sunnyvales, CA, United States Duration: Nov ’06 to Aug’07

Joined Adoresoft Inc. as programmer analyst and was engaged to work with USAA IVR related project, later joined as Project leader with HCL America on same projects.

Confidential, Send SMS through Speech Channel

Texas, USA Duration: Jan ’07 to Apr ’07

Project description:
As a part of corporate Enterprise IVR system it was required to build a SMS system using voiceXML/SOA so that it can be used across all USAA IV systems like Banking, Investment, Fund Transfer and Insurance. The project scope was to implement SMS feature for recent transaction for banking activites. Project involved development if SMS voice controller to integrate with SMS Web Services and implementing Member Activity Across Channel (MAAC) that provides a mechanism for tracking each contact and significant account activity for member initiated requests.
Environment: J2EE, IBM Web Sphere 6.1, RSA 7.0, Servlets, JSP, JMS, SOA, JDBC, JNDI IMS, Oracle9i, DB2, Web Services, TellMe platform Voice Engine, VoiceXML, XML, Nuance grammar, Javascripts, Cisco ICM and Genesys network, Starteam, Ilog JRules, Linux and Windows OS.

Responsibility and achievements:

• Developing SMS controller for speech system to invoke the Web Services
• Developing voiceXML, Javascript for speech user interface
• Got an opportunity to develop IVR applications

Confidential, Voiceline Survey System

Texas, USA Duration: Apr ’07 to Aug’07

Project 4 description:
The purpose of this project is to collect caller feedback on voiceline and agentservice satisfaction .
Features include designing intelligent voice prompt capturing the quantitative metrics to measure time to time performance of voice self service capability and improving the capability

Environment: VoiceXML,GSL,java script,Java,JSP servlets and XML

Responsibility and achievements:

• As a technical lead I have been involved in design and implementation of Survey System

Confidential, (Development Manager)

Singapore Duration: Apr ’01 to Dec’ 03

Worked as a Senior software consultant cum project leader for a leading Logistics and end-to-end Supply chain provider in Singapore. The group is engaged in providing logistics services to major Fortune 500 companies, serving their customers located in Asia Pacific region and in the global market. I gained good experience in designing and developing JAVA based web systems. , working under pressure, troubleshooting, project management and customer support. Looking at my ability of handling situations, problem solving skills and customer interaction, I was also chosen as a key person for customer supports, I provided customer support to all the esteemed customers of YCH GROUP like, Singapore Airlines, DELL, TOSHIBA, Motorola, Compaq, ROCHE, SOLECTRON and many more.

Developed Web based java application using Server side java components mainly servlets, javabeans, core java, jsp with MVC architecture. Have used J2EE Design patterns and extensive usage of Oracle store procedures. The system developed contained server side system engines used for doing batch processing for system related tasks. The system was fragmented into different modules i.e. login mechanism, user access levels, catalogue viewing and maintenance, shopping cart, stocks module, order processing, back ordering, order tracking, payment-gateway, Shipment and delivery module, Customer Log-Box, Enquiry and registration, reports and administration module.

Responsibilities

• Key person for gathering System requirement and System analysis and design and architecture.
• Involved in developing Requirement model, Analysis Model, Design Model of the Project using Rational Rose.
• Used AJAX for writing client side validations and scripts to enhance and support application’s functionality and usability.
• Used Struts framework for implementing MVC architecture, with extensive usage of Servlets & JSP
• Designed and developed business objects for the application.
• Used JUint for unit testing of the System.
• SAX and DOM parsers were used for extracting and creating XML documents.
• Weblogic server was used as the application server for the entire project.
• Java Mail API was used for generating system mails to confirm order creation, feedback and enquires.
  

Environment: Java 2, Workshop IDE, WebLogic, AJAX, JDBC, Servlets, JSP, Java Mail API, ANT, Oracle 9i, SQL, PL/SQL, UML, Rational Rose, JUnit, Windows

Confidential, (EPOD System)

Singapore Duration: Aug ’03 to Nov’ 03

Project description:
This was a research work done for Singapore airlines where an EPOD application was developed which can be used from IPAQ and PDA devices. On successful demonstration of the application the customer was impressed, and soon the application was customized and implemented to use for delivery the goods. This project improved SAT’s billing efficiency.
Responsibility and achievements:

• This project gave me a ability to prove my research skills
• Got an opportunity to develop applications for Wireless devices
• Provided me good exposure to Human Interaction and Computer
• Hands on experience for developing system for Wireless devices
• Opportunity to learn new technology and concepts and also gained confidence in developing system for wireless devices.
  

Environment: J2SE 5.0, J2EE, Eclipse, Tomcat, JDBC, Java Beans, Servlets, JSP, Java Mail API, Oracle 9i, SQL, PL/SQL, UML, Rational Rose, Windows.

Confidential, (Aerogistics / Y-DO System)

Singapore Duration: Feb ’02 to Mar’ 03

Project description:
Aerolog Express a subsidiary of SATS (Singapore Airlines Terminals) is a premier provider of airport Cargo delivery management services; Services provided include cargo clearance from airport, express delivery from airport to forwarder and consignee, cargo delivery to airport.
My role in this project was technical leader and system architect which involved designing the system and provide a highly secure and optimized system. I was directly interacting with the customer for gathering project requirements and information, along with the role of project leader I was also involved in system development and QA testing of the system.
Responsibility and achievements:

• It provided me good experience of handling the project team and working under pressure
• Gained customer interaction experience and was able to handle and convince the customer in the instance of system failures
• I achieved hands on experience in system development
• The project gave exposure to System security, SSL configurations.
• Gained knowledge of networking, server configuration and administrations.

Environment: Java 2, NetBean IDE, WebLogic, Struts, JDBC, Java Beans, Servlets, JSP, Java POP3 Mail API, Socket programming, Rational Rose, Oracle , SQL, PL/SQL, Windows.

Confidential, ( WMS )

Singapore Duration: May ’01 to Jan’ 02

Project description:
Warehouse Management is the optimum use of inventory, equipment, resources, space, information, and time. It supports warehouse issues for customers and shop orders from the scheduling of receipts, through the staging and shipment of goods to customers, or the issue of material to a shop floor.
Responsibility and achievements:

• This project provided hands on experience for developing big systems.
• Since this application was ported from Oracle client server to web based, I got opportunity to play the role of Technical Lead; being a Tech Lead for this project I was responsible in providing system solutions and designs.
• I did extensive prototyping for demonstrating System design apart from these crucial roles I also prepared complete system documentation, implementation and user guide.
• This project also provided me good experience in server administration, configuration and project implementation.

Environment: JDK 1.3, JBuilder, JRun 3.1, Apache, JDBC, Java Beans, Servlets, JSP, Java POP3 Mail API, Socket programming, Rational Rose, Oracle , SQL, PL/SQL, Windows.

Confidential, (Warehouse Management System – Stock Module)

Singapore Duration: Jan ’02 to Apr’ 02

Project description:
This was again a research based project which was intended to do stock checking in warehouse using hand held scanners. The achievements from this project were:

• On accomplishment of this project, gained knowledge of developing System for hand held scanner devices
• Gained good knowledge of setting and configuration of environment for hand held devices
• In this project I achieved good experience in developing application for barcode scanning technology.

Environment: JDK 1.3, JDeveloper, JRun 3.1, Apache, JDBC, Java Beans, Servlets, JSP, Java POP3 Mail API, Socket programming, Rational Rose, Oracle , SQL, PL/SQL, Windows.

Confidential, (Traffic Management System - TRMS )

Singapore Duration: May ’01 to Oct’ 01

Project description:
YCH has got global customers and suppliers. The order is received from the Customer through EDI or the customer will enter the order through web-based form that will be available to them.

The Shipping department prepares the shipping documents for the job. Based on the job created i.e. if container stuffing and un-stuffing is involved then the warehouse department keys in the stuffing and un-stuffing details.

Environment: JDK 1.2, JDeveloper, JRun 3.1, Apache, SSL, JDBC, Java Beans, Servlets, JSP, Java POP3 Mail API, Socket programming, Rational Rose, Oracle , SQL, PL/SQL, Windows.

Confidential, (Software Consultant)

Singapore Duration: Apr ’2000 to Apr’ 01

Genovate Solution provides Turnkey services, E-Learning, SAP consultancy and IT Outsourcing through out Singapore.

Confidential, (Home Insurance Management System)

Singapore Duration: Aug ’2000 to Apr’ 01

Project description:
Its B2C java application where users can issue home insurance polices through web depending upon the policy plan that suits them best. After the Customer select the policy plan he has fill up online form for Policy, later he can do the payment through credit card, after the payment is authenticated, a policy Certificate will be generated using Oracle reports to the customer, I played the role for Project Manager, cum developer. I was handling this project alone, which involved managing the project as well as developing, testing, implement and training. I gained project management experience and also good knowledge about payment gateways. In this project we used third party payment gateway, which does the actual credit card authentication, our project integrated with payment gateway and doing the processing according to the response of payment gateway. The complete application was developed team of 4 people including me.

Environment: JDK 1.2, JBuilder, JRun 3.1, Apache, SSL, JDBC, Java Beans, Servlets, JSP, Java POP3 Mail API, Socket programming, Rational Rose, Oracle , SQL, PL/SQL, Windows.

Confidential, (Error Monitoring System)

Singapore Duration: Jun ’2000 to Sep’ 2000

Project description:
Error Monitoring Engine is a TOOL which monitors all the server activities and performance and update the administrator, support person and manager during the instance of system failure or error by sending SMS and mail. The engine will monitor Web Server, Application Server, Database server, routers, EDI Servers, important web applications and websites. The Error monitoring Engine was completely designed and developed by me alone.

Environment: JDK 1.2, JBuilder, JRun 3.1, JDBC, Java Beans, Servlets, Java POP3 Mail API, Socket programming, Oracle , SQL, PL/SQL, Windows.

Confidential, ( WAP Application for stock checking)

Singapore Duration: Mar ’2000 to Jul’ 2000

Project description:
This application was developed using Nokia toolkit, this application was assigned me as a research task. Where I was supposed to study WAP and develop an application for displaying stocks on mobile phone. This project was in-house project as a part of companies innovation programme. I was alone involved for doing this research and development.

I got good opportunity to learn lot while doing this research work and proved my ability of learning new things on own and developing the system.

Environment: JDK 1.1, WAP, WML, Nokia ToolKit, JDBC, Java Beans, Oracle , SQL, PL/SQL, Windows.

Confidential, (System Analyst)

Mumbai, India Duration: Apr ’98 to Mar’ 2000

It’s an Organization, which does the offshore development for its parent company UII Corp, New Jersey, U.S. The organization also provides software solutions and does out sourcing of software consultants. Mainly worked on banking and Y2K projects.

Confidential, (Chest Accounting)

Mumbai, India Duration: Apr ’98 to Feb’99

Project description:
This project was a Banking project, which involved Development, Enhancement, Program Conversion, Data conversion, Y2K Complaint, Testing, Training & Implementation of Accounting System for RESERVE BANK OF INDIA (Issue Department) Mumbai, India, I played major role of System analyst and development in this project. The task responsibility involved customer interaction, preparation of System Requirement Studies (SRS) & Specifications, System designing, COBOL coding and Unix shell programming, testing, documentation and training.
This project gave me good exposure and experience in banking sector and apart from that also gave me experience of interacting with senior officers and executives in Bank. I learned how to do system requirement studies, documentation, System Designing and Development. This project has been time bound project hence got and experience of developing a System under pressure and learned how to maintain and achieve project milestones and deadlines.
Environment: UNIX, MF Cobol, CICS, CA-REALIA Workbench.

Confidential, (Programmer/System Analyst)

India Duration: Apr ’93 to Sep’ 97

It is a software consultancy firm, which mainly provides Office productivity solutions and software trainings.

Environment: Visual Basic, C/C++, Foxpro, Oracle, SQL Server, Unix, Windows, Novell Network.

Responsibility and job description:
I was Involved in interacting with Customers, System Design, Screen designing, Software Development using Visual Basic, C and Foxpro programming languages. Conducting Unit and system testing of programs as per test script provided by customer. The role also included giving corporate training. In this organization I got good programming experience. The responsibility at Zilog also includes corporate training of various software products and packages.