Customer Service Project

VENKATASAINATH DARAPU

Block **, Langensteinenstrasse 2, Zurich 8057, Phone No: +41-767******

Switzerland

Flat no 606, E1, Mohan Puram, Phone No: +91-983*******

Kansai section, Ambernath (east) - 421 501.

Dist-Thane, Maharashtra state,

India. (Permanent Address)

E - Mail: **************.******@*****.***

Objective

To garner relevant technical experience with use of Technology and knowledge and become a

formidable force, capable of providing an organization with a strategic edge over its competitors.

Profile

IT professional (technical and functional) with 3 years in Information Technology

Experience that provides top-notch service, sets high standards, and exceeds expectations.

Highly motivated, dependable troubleshooter and problem -solver.

Customer-focused performer who is committed to quality in every ta sk

Valued contributor who performs confidently and effectively under pressure and thrives on challenge.

Believing in importance of Value innovation and implementing the same.

Good communicator and good listener.

Enthusiastic learner who quickly grasps new concepts and technical skills.

Technical Skills

Trained and have basic knowledge of the below skills: -

C, C++, Visual Basic 6, Oracle-SQL, RDBMS (SQL), JavaScript, ASP, VBscript, PLSQL, Core Java, Java Server Faces,

icefaces

Trained and have extensive knowledge of the below skills: -

IBM Lotus Domino Notes & Designer 6.5.1, 7.0, 8.0.1

IBM Lotus Administrator 6.5.1, 7.0

IBM Lotus Workflow 3.1, 7.0

IBM Lotus Domino.Doc 3.1, 7.0

XML, AJAX, Lotus Script, JavaScript, HTML, Formula Language

IBM DB2 Content Manager v8.4.2

Worked with servers: -

Windows 2000 server

Windows 2003 server

Red hat Linux server 5.5

Additional Knowledge

Integration of Cobra Image Router (CIR) and Captaris Rightfax with Lotus Notes.

Page 1 of 2

Integration of IBM DB2 Content manager with Active directory using LDAP for authentication and

authorization

Integration of IBM Websphere Application server with Active directory using LDAP for authentication

Functional & Process Experience

The first project was for supporting and maintaining the mi ssion critical Autoloan processing systems for 15

countries. Have a good knowledge about the process for the auto loan processing.

Have worked on projects with back office banking processes. These are basic customer service workflow

where incoming customer requests are processed and archived.

The current project is in regards to document management of a bank for various products – banking, credit

cards, mortgage, loans. Have worked in designing the data model for handling the data for all these

products in this one system

Have good knowledge about ITIL process – Incident management, Change management, Service requests

and problem management

Professional Experience

Software Engineer as L2 Support and KM lead – K2 Domino Support project, Patni Computer Systems Ltd, Airoli,

India from Oct 2007 to March 2009 and Jan 2010 to April 2010

Project description:

This project provides support to Business critical Automate Domino applications. The project provided

opportunities to work on various change requests and S LA bound tickets.

Two types of applications exist – 1. Domino Workflow Based 2. Non-Domino Workflow based

The applications were developed using Lotus Notes, Domino Workflow and Domdoc. Applications were

designed to work with external interfaces like IBMCM, Right Fax, Cobra Image Router (CIR), AMS system,

Vision Plus.

Roles & Responsibilities:

Support the Automate (Auto loan approval system), Bankomate (Banking) and Back office applications

spread globally 24x7.

Finding the root cause of the issues reported by businesses and providing a permanent fix for these issues

and within fixed, stringent SLA.

Analysis, estimation, planning, execution, testing and deployment of new Master change requests for the

applications.

Impact analysis, estimation, planning and execution of Domino server and application upgrades.

As a KM lead, ensure proper flow of knowledge among the team through regular sessions/meetings, emails.

Software Engineer as L2 Support – Digitization Support project, Patni Computer Systems Ltd, Airoli, India from

Oct 2007 to March 2009

Project description:

A support umbrella of GE Money account under which development and maintenance activities for 18

applications are carried out for various businesses across the globe. The applications were develope d using

Lotus Notes, Oracle and Domdoc.

Roles & Responsibilities:

Support the applications spread globally 12X5.

Finding the root cause of the issues reported by businesses and providing a permanent fix for these issues

and within SLA.

Page 2 of 5

Analysis, estimation, planning, execution, testing and deployment of change requests for the applications.

Impact analysis, estimation, planning and execution of Domino server and application upgrades.

Software Engineer as Developer – Operations Project Metrics Tracker project, Patni Computer Systems Ltd,

Airoli, India from March 2009 to April 2009

Project description:

Operations Project Metrics Tracker (OPMT) is performance tracker tool for all GE Capital business across

the Globe. This application is used by the GE Global management to upload data for GE Capital operations.

The metrics are then calculated based on these inputs and comparison of metrics can be done at business

level, country level and region level to draw the conclusion of performance of each GE Capital bus inesses.

Roles & Responsibilities:

Development of new functionality for dynamic generation of graphs

Used Ajax, XML and Microsoft excel features to develop the graph functionality

Analysis, estimation, planning, execution, testing and deployment of chang e requests for the applications.

Support the application to resolve any issues reported by businesses globally.

Software Engineer as Developer and Onsite Co-ordinator – Swiss Auto Workflow Redevelopment project, Patni

Computer Systems Ltd, Airoli, India from April 2009 to December 2009

Project description:

GEMB (GE Money Bank) Switzerland uses AUTOMATE application to automate their vehicle loan processing

systems. The main aim of this application is to replace paper with images. Kodak Image Viewer softwar e is

integrated with the application to view the images. This application also integrates other hardware such as

FAX (Right Fax Software), SCAN (Cobra Image Router Software) and EMAIL through which documents

directly enter into the workflow application. These images are routed between different queues for

processing as well as tracking the status of each agreement in the process. All agreements, including

originals are archived into a permanent Domino.Doc library. Other highlighted features of the applicati on

are exhaustive real-time reporting and metrics around the entire process. Active Directory and Domino

integration has been done in order to improve the User management by Infrastructure department and also

providing additional security. Integration with Other systems (HOST system [mainframes], ColumbusR

[Content management system]) for flow of data.

Roles & Responsibilities (Offshore - India):

Developed the application with complete new methodology of development (iterative).

Analysis, estimation, planning, execution, testing and deployment of application with rigid timelines

There were lot of technical challenges which were overcome and now those are some of the prime features

of the application.

Implementing XML based search functionality as an alternative to existing Domino FT Search to make the

search results independent of database FT indexing.

Design of multi-lingual web-application using XML techniques.

Using MODI (Microsoft Office Document Image Writer) as an alternative to licensed software for converting

office documents to TIFF images which resulted in cost -benefits.

After the UAT phase and before Go Live, handled the customers on daily basis. Handled their queries, new

requirements, co-ordinating for the requirements, sending updates, completed testing for these new ones

and pending ones properly on time.

Roles & Responsibilities (Onsite - Switzerland):

Managed the UAT and made it go smoothly which helped in gaining the confidence of customer prior to

going live of the project

There were lot of changes (around 50 CR within 2 weeks time) which were raised during the UAT phase

itself and the business wanted us to deliver them in that phase. This target was achieved on time and kept

the project intact.

Page 3 of 5

Made the business comfortable and confident with the new vendor (Patni)

Took additional responsibilities (like helped in their problems with Rightfax, measuring the Hit rate of

recognizing faxes, CD transfer issues) and made them confident that any problem was too small for us and

can be tackled

Got Patni into race for a new project opportunity against other vendors because of the confidence and we

have almost bagged the project.

Senior Software Engineer as Developer, Team lead, Functional expert and Onsite Co -ordinator – Swiss

Document management system and Customer service workflow project, Patni Computer Systems Ltd, Airoli,

India from May 2010 to till date

Project description:

GEMB (GE Money Bank) Switzerland uses the document management system to store and maintain various

customer, legal, loan etc documents generated from different systems. Apart from the documents

generated from various systems, it also needs to maintain the documents coming in from the customers for

different products (credit cards, loans, mortgage and banking). For managing the access, authorization,

storing and retrieval of such huge number of the documents, document management system is being put in

place.

Apart from the document management, a customer service workflow is being built for processing the

documents that are coming in from the customer for different products and the letters created from

various internal systems which need to be sent to the customers of GEMB. The application includes complex

functionalities like authentication using windows token, eSignature, 2/4/6 eye approval, sending batch

letters for printing.

Roles & Responsibilities (Offshore - India):

Analysis, planning, execution, testing and deployment of application with rigid timelines

R & D for various functionalities required for the application

Setup of all servers (IBM Websphere application server and Glassfish ESB server) and IBM Content manager

right from scratch.

Integration of IBM Websphere server, IBM Content manager and Active directory on all environments.

Understanding the functional requirements and close the gaps in the requirements. Propose business with

suggestions for cases where functionalities can be modified for ease of technical requirements.

Contributed in designing a robust system to withstand the large amount of data coming f rom various

systems and customers.

Translating the functional requirements to technical requirement to the team

Worked on the high design of the application and prepared the data model required to handle the data for

various types of GEMB products

The data model was prepared in such a way that it compliant with the IBM FSDM standards.

Installation, configuration of IBM content manager on dev and UAT environments

Developing some part of functionalities of web application for customer service workflow.

Handling the team for delivering the code in module wise manner in short time limit.

Being customer point of contact for coordinating the requirements, change requests, functionalities issues.

Roles & Responsibilities (Onsite - Switzerland):

UAT server setup co-ordination and management

Co-ordination of SIT and UAT at onsite between business and offshore team

The requirement from business changed completely and acting as a business and technical analyst for new

changes

R & D for various functionalities required for the application

Page 4 of 5

Certifications

Six Sigma Green Belt certification in Patni (in progress)

Company level L1 certification in RDBMS

Company level L2 certification in Lotus Domino

Awards And Recognition

Annual Dream Team Award for the year 2008 in for of outstanding contribution as a team member for K2

Domino Support

Team Award for contribution for Patni Domino Support project

Client appreciation award for GE Money K2 Domino Support project

Valuable Contribution award for outstanding performance in Patni Domino Support for 2nd quarter (April to

June 2008).

Recognition by IBM and GE Money Portugal business for finding a solution to recover a 65 GB corrupted

database which even IBM was not able to recover. The solution was later shared with IBM team.

Appreciation emails (internal and external including the COO of GE Money Switzerland)

Educational Background

Passed Bachelor of Engineering in Electronics from Datta Meghe College of Engineering, Airoli with Distinction

class (72%).

Passed HSC from C.H.M. College, Ulhasnagar with 91% PCM

Passed SSC from P.M.M. Inner Wheel school, Ambernath with 80.66%

Projects done in college: Done a project on “MICROPROCESSOR BASED SPEED INDICATOR” as apart of

5th semester project.

Done a project on “RFID BASED STUDENTS IDENTIFICATION SYSTEM” from

Triganga Electronics Pvt. Ltd, Mumbai as apart of 8th semester project.

Done a project on “MPayroll” system to calculate the monthly pay of all the

Employees in an organization using Visual Basic 6, SQL server and Microsoft Excel.

Achievements:

Committee head and technical committee me mber of Electronics Engineering Students

Association (EESA).

Member of IEEE (Inter)

Hold a Computer Proficiency certificate from CBM.

Passed M.C.C. (Maharashtra Cadet Corps) certificate exam in B grading.

Bagged 1st prize in inter-school Science exhibition.

Passed Elementary Drawing Examination.

Presented technical paper on ‘Virtual Reality during graduation.

Personal details

Name : Venkatasainath Darapu

Sex : Male

: 24th March 1986

Date of Birth

Marital Status : Single

Nationality : Indian

Languages Known : English, Hindi, Marathi and Telugu

Page 5 of 5

Contact this candidate