Customer Service Management

SUMMARY:

. Around * years of experience in software analysis, development,

testing, implementation and reporting in Data Warehousing Projects

using Crystal Reports, Business Objects, Desktop Intelligence, Web

Intelligence with Oracle 9i.

. Extensive experience in BO 6.5, BO XI R2, Desktop Intelligence, Web

Intelligence, Crystal Reports XI/XIR2.

. Dashboard creation using Crystal Xcelsius.

. Knowledge about the usage and implementation of Dashboard Manager.

. Good understanding of Business Objects Architecture.

. Experience in handling issues related to BO administration, Clustering

and Publishing, Report Bursting, Users and Content Management.

. Knowledge of various tools like Toad, VSS, Clear Quest.

EDUCATION:

Master of Science in Information Systems George Mason University

Expected Graduation - May 2012

Bachelor of Engineering (Electronics) Nagpur University, INDIA

SKILL SET:

Reporting Tools : Crystal Reports (9.x, XI, XIR2), WebI,

DeskI, Xcelsius

Operating Systems : Windows Vista/XP/2K/NT, Unix/Linux

Databases : Oracle 9i, SQL Server 2000

Other Tools & Applications : Clear Quest

Packages : MS Office Suite, Visual Source Safe (VSS)

Languages : C, Java

PROFESSIONAL EXPERIENCE:

Larsen & Toubro Infotech Ltd., Pune, India

Feb 2008-Jul 2009

Software Engineer (Datawarehousing Team)

L&T InfoTech is a CMM level 5, global IT services and solutions provider.

During the span of 1.6 years, I have been involved in various projects

working through all the phases of SDLC.

Roles and Responsibilities:

. Understanding the Data Model.

. Understanding and analyzing the Universe developed by onsite team.

. Report development using Web Intelligence, Desktop Intelligence and

Crystal.

. Development of Crystal reports 9, XI, XIR2 along with the portal

integration of these reports on a VB based application with the help

of configuration files (HTML format).

. Report development using single and multiple data providers.

. Creating BO XI universe objects (dimensions, details and measures) and

parameter objects.

. Migration of reports (based on stored Procedures) from Crystal XI to

DeskI XIR2.

. Preparation of Report support documents.

. Coordinating with onsite for technical and functional requirements of the

project and to finalize the standards and design of the reports.

. Unit testing of the reports and test case preparation from the scenarios

encountered while Unit Testing.

. Sample dashboard creation consisting of bubble chart, grids, stack chart,

bar graph, etc. on Crystal Xcelsius for Proof of Concept.

. Defect Fixing.

. Portal Integration of reports with the help of HTML configuration files.

. Troubleshooting issues on grouping, sorting, parameters, etc.

. Business Requirement Analysis.

KPIT Cummins Infosystems Ltd., Pune, India

Jan 2006-Jan 2008

Senior Engineer (Architecture Team)

KPIT Cummins is a global IT consulting and product engineering partner

company focused on the Manufacturing (Automotive, Industrial and Hi-Tech)

and Diversified Financial Services industries.

Roles and Responsibilities:

. Providing high-end solutions to problems related to Business Objects

5.x/6.x/XIR1/XIR2, Crystal Reports XI/XIR2, Crystal Report Server XI.

. Complete Installation of Business Objects 5.x/6.x/XIR1/XIR2, Crystal

Reports XI/XIR2, Crystal Report Server XI and other related products.

. Handling issues related to BO architecture.

. User and Content Management through Central Management Console (CMC).

. Managing the Central Management Server (CMS).

. Creating Sample Reports and Universes as per client's environment.

. Business Objects Migration.

. User creation and access rights management as and when needed.

. Troubleshooting any problems related to architecture involved in

Clustering, Publishing, Infoview, Scheduling, Designer, Desktop

intelligence, Web Intelligence, Report Bursting, Profiles and

Publications by replicating the issues on VMware images (Virtual

Machine).

. Knowledge about the usage and implementation of Import Wizard, Report

Conversion Tool.

COURSEWORK PROJECTS:

Database Management Systems:

Designed and implemented database for a small organization. This database

was queried using Oracle DBMS. The implementation was carried out in

different steps that included topic selection and Entity Relationship

diagramming (E-R Design), Query Design, Database table set-up and Query

implementation.

Information Systems Analysis and Design:

Detailed analysis of the case study - "Making RFID Work: The World's

Largest University Library RFID

Implementation". Hong Kong University Library management was facing

customer service issues such as finding materials and long transaction

lines, asset protection, etc. Based on the analysis done, a solution was

proposed that consisted of the combination of bar codes and RFID Tagging in

order to enhance the customer service and thus maintain library and

university's overall reputation. The project consisted of analysis and

design phases that dealt with Data Flow Diagrams (DFD), Current and

Proposed Architecture and Project Management.

Security Audit and Compliance Testing:

An IT Security Policy was created for a large organization in accordance to

the COBIT/SOX guidelines. A Security Audit Program and Compliance testing

policy that includes Access Control, Logging and Monitoring and Change

Management was drafted as per the requirements.

REFERENCES:

Will be provided upon request.

Contact this candidate