Customer Service Management
Resume:
VIDYA SAGAR, BELLAMKONDA
PHONE : +1-630-***-****
E-mail : *****@*********.**
Summary
> 9 years of IT industry experience in design, development of high
quality business applications using PowerBuilder 5.0 to 10.5 with PFC
services on client-server platforms.
> Proficient in PowerBuilder 9.0 WEB Data Window, Web Targets,
Workspace, Distributed Data Processing and WEB Based Client-Server
Application using EAS server (Jaguar CTS).
> Extensive use of PFC services, Object-Oriented Programming Techniques,
Distributed PowerBuilder Applications, Object-Oriented project
planning and utilizing tools like Rational Rose and TUXEDO.
> Strong skills in Oracle PL/SQL, ORACLE database tuning, debugging
stored procedures.
> Exposure to Microsoft .Net Framework, Java, J2EE, XML, XSLT in
developing client-server and web applications.
> Experience in Migrating PowerBuilder Code, System Integration,
Application Testing, Installation, User Documentation.
> Exposure in developing web-based applications using Web PowerBuilder
with Sybase EA server.
> Strong knowledge in working with Version Control tools like CVS, VSS
> Functional specialization in preparing High Level Design & Low level
design documents and defining process flows while adhering to quality
standards.
> Extensive experience in working with Telecom Billing products, Client-
Server Desktop applications and RDBMS Databases.
> Technical expertise in object-oriented designs, GUI design, databases
development and design, query and stored procedures.
> Component solution approach to development of Distributed and
Client/Server applications.
> Excellent communication & time management skills and a team player.
Technical Skills
GUI : Sybase PowerBuilder 11.0/10.5/9.0/8.0/6.5/5.0, Visual Basic
6.0, Visual Interdev
Application Servers : Sybase EA Server 5.0.1
Operating Systems : Microsoft Windows 98/2000 Professional, UNIX
Languages/Internet : UNIX Shell Scripting, VB Script, DHTML, HTML,
XML, Java, J2EE, ASP, SQL, PL/SQL, Unified
Modeling Language (UML), C++, Pro C, PL/SQL,
PowerScript
Client-Server Architectures : COM+ v1.0, DCOM
Web Servers : Internet Information Services (IIS) 4.0/5.0/6.0
DBMS : Oracle 10g/9i/8i/7i, Oracle Stored Procedures, IBM DB2
Everyplace 8.0, SQL Server 7.0, MS-Access 2000,
MySQL 5.0, Sybase for UNIX, Sybase Adaptive Server
Enterprise (ASE) 11, IBM DB2, TOAD, Oracle SQL
Developer
Reporting Tools : WebFOCUS Developer Studio 10.1.6, Microsoft Data
Reports, Pocket HTML Print
Project Management Tools : Microsoft Visio 2003, CVS, Visual
source Safe, Merant Version Manager (PVCS), Xtra-C
(built on CA Harvest source control system),
Clarify eFrontOffice, winCVS. Action Base,
Microsoft Sharepoint Portal
Testing Tools : Mercury Quality Center, Mercury TestDirector 8.0,
Mercury TestDirector 7.6 SP4
Remote Desktop Clients : Citrix 9.0, Citrix Metaframe Presentation
Server, Remote Desktop Client, Real VNC
SDLC Methodologies : Water Fall Model, Joint Application Design
(JAD), Rapid Prototyping
Projects Profile
IMFACT Jun 2010 - Till Date
Programmer Analyst
Client : Group Health Insurance (GHI) of New York
Location : New York City, NY
Group Health Insurance (GHI) of New York provides group health,
disability and causality insurances to business in the State of New
York. IMFACT application is the main customer service application
built on PowerBuilder platform with direct communication to Oracle
backend.
As a Team member, I am responsible for:
V Converting PowerBuilder application code from version 7.0 to 10.5.
V Design, Develop and Implement Commissions Auto Renewal procedure
that will run periodically.
V Develop oracle stored procedures using PL/SQL that are executed
periodically using UNIX CRON jobs.
V Develop oracle triggers using PL/SQL to maintain data consistency.
V Debug PowerBuilder application issues using PB debugger.
V Develop PowerBuilder code to resolve production application
issues.
V Prepare SQLs to extract and synchronize databases.
V Maintain data consistency using complex DML SQL statements.
Environment: PowerBuilder 10.5/7.0, Oracle 10g, SQL Navigator,
Microsoft Windows XP Professional SP3
Tools for Environment Management and Protection Organizations (TEMPO)
Feb 2009 - Mar 2010
Programmer Analyst
Client : Consultants for Government and Industry (CGI)
Location : Fairfax, VA
TEMPO allows State Environment Departments to integrate data
management functions across several environmental programs - including
air quality, water quality, solid waste management and hazardous waste
management. This software product is built by CGI based on 2-tier
architecture with PowerBuilder Front-end and Oracle database as back-
end. PowerBuilder modules directly communicate with database
functions/procedures/views/tables. TEMPO Remote Inspection Program
(TRIP) is essentially a offline version of TEMPO and shares same
PowerBuilder code base.
As a Team member, I am responsible for:
V Participating in JAD sessions along with functional team to
provide immediate feedback on technical feasibility based on
customer requirements.
V Understand Functional Specifications and provide feedback on
Technical feasibility.
V Prepare Detailed Technical Specifications for PowerBuilder based
on functional specifications.
V Design Data model using Sybase PowerDesigner.
V Deploy database changes using DB scripts in Development, System
Testing and UAT environments.
V Develop PowerBuilder plug-in User Objects.
V Design and Develop PowerBuilder external, grid and Free-form
datawindows.
V Write PowerScript code to implement business logic outlined in
Detailed Technical Specifications.
V Integrate PowerBuilder modules with JAVA processors.
V Perform Unit Testing on PowerBuilder code.
V Gather functional requirements from various MDE programs for
assigned WebFOCUS reports.
V Prepare functional specification document for WebFOCUS reports.
V Develop HTML form for user to be able to specify report
parameters.
V Develop Oracle Views/Stored Procedures/Functions to aggregate data
required by WebFOCUS reports from TEMPO OLTP database.
V Develop WebFOCUS FEX procedure to generate reports in various
formats like HTML, PDF & Excel.
V Deploy WebFOCUS reports on WebFOCUS Managed Reporting server.
V Support testing teams during System Testing and User Acceptance
Testing phases.
Environment: PowerBuilder 10.5.1, Microsoft Windows XP SP3
Professional, Oracle 10g, Microsoft Visual Source Safe 2005, Sybase
PowerDesigner, Microsoft Sharepoint Portal, WebFOCUS Developer Studio
10.1.6, Oracle SQL Developer
Common View Mar 2008 - Oct 2008
Programmer Analyst
Client : Lincoln Financial Group
Location : Concord, NH
Lincoln Financial Group (LFG) has different Admin systems to maintain
life insurance policies issued to customers. This project involves
converting policies maintained on Legacy CLOCS system to new Lifecomm
system. Also implement the functionality that exists for Legacy
Concord Vantage system to new Fusion Vantage policies. Common View
(CV) uses screen scraping mechanism to get information from Admin
mainframe system where the policy information is stored. CV is
designed based on customizable layer model having Infra layer at the
bottom and several levels of customization layers making the
maintenance change requests easy.
As a Team member, I am responsible for:
V Understanding the legacy Concord Vantage system to create
technical specifications for new Fusion Vantage system.
V Prepare mock screen layouts for Business Approval
V Preparing design documents based on High level specifications.
V Use Visual and Non-Visual user objects to implement business
logic.
V Create infra global functions for date conversion and formatting
currency values.
V Use datawindows and datastores to store data scraped from
mainframe for implementing complex processing logic in Front-End.
V Fine tune existing SQLs that connect to Sybase ASE in PowerBuilder
code to improve application start-up performance and also reduce
policy retrieval time.
V Develop PL/SQL stored procedures in Sybase ASE database to migrate
Name search functionality from Mainframe OASA application.
V Alter IBM DB2 tables to include new table columns for Work logging
statistics.
V Deploy and push new releases to QA and UAT teams.
V Design and Execute Unit Test cases.
V Assist QA team in configuring test environments.
Environment: PowerBuilder 10.1.5, Microsoft Windows 2000 Professional,
Sybase ASE 11, winCVS, Passport WEB to HOST, IBM DB2, DBVisualizer,
Real VNC
Claims Management System Nov 2007 - Feb 2008
Programmer Analyst
Client : Kentucky Employers' Mutual Insurance
Location : Lexington, KY
Kentucky Employers' Mutual Insurance (KEMI) is a workers' compensation
medical insurance service provider in Kentucky State. Claims
Management System (CMS) is a Client-Server application developed and
maintained by KEMI for their customer care personnel to handle Medical
Claims. Employees of insured employer will call KEMI customer care to
report medical claims. Customer information is stored in Oracle
database and is retrieved/stored using stored procedures. CMS handles
end-to-end process for Medical claims. Policies are issued using
Policy Handling System (PHS). CMS uses the customer data of PHS to
create/modify/delete medical claims.
As a Team member, I am responsible for:
V Preparing Reverse Engineering Technical Specifications.
V Analyze technical feasibility of maintenance requests submitted by
Customer Service.
V Estimate effort in man hours for CMS maintenance requests.
V Prepare Technical Change Specifications for maintenance change
requests.
V Implement code changes using PowerBuilder and Oracle stored
procedures.
V Design, develop and test oracle stored procedures using oracle
functions.
V Modify oracle triggers to handle data in new table columns.
V Design and execute Unit test cases.
V Co-ordinate with release management team on building and deploying
CMS releases to QA and UAT teams.
V Support QA and UAT teams in debugging and fixing issues.
Environment: PowerBuilder 11.0, Microsoft Windows XP Professional,
PVCS, Oracle 9i, TOAD
Common View Jun 2007 - Oct 2007
Programmer Analyst
Client : Lincoln Financial Group
Location : Concord, NH
With the acquisition of Jefferson Pilot Financial, Lincoln Financials
became the largest financial company offering diversifying financial
services. Lincoln Financial Group offer financial, retirement and
estate planning services and a variety of financial and investment
products in five distinctive business areas - insurance and annuities,
individual and group retirement plans, group benefits, mutual funds
and investment management.
As a Team member, I am responsible for:
V Understanding the legacy system to create business requirements.
V Preparing design documents based on High level specifications.
V Use Visual and Non-Visual user objects to implement business
logic.
V Use datawindows to show customer information in Grid, Freeform
presentation styles.
V Fine tune code related to retrieving data from database to improve
SQL performance.
V Identify strategic code locations for memory garbage collection.
V Generate daily reports using datawindows.
V Designing UI window layouts for enhanced end-user experience.
V Prepare reverse engineering documents for PowerBuilder
Applications.
V Coordinating with mainframe team in designing a generic interface
to send information updated by end-user to mainframe server across
different sites.
V Assist QA team in configuring test environments.
Environment: PowerBuilder 10.1.5, Microsoft Windows 2000 Professional,
winCVS, Passport WEB to HOST, IBM DB2, DBVisualizer, Real VNC
Ensemble - Customer Service Management Jul 2005 - May 2007
Programming Sr. Subject Matter Expert
Client : Sprint Nextel
Location : Kansas City, MO
Nextel has merged with Sprint, another Wireless service provider in
United States. Amdocs was chosen as the Technology solution provider
for combined company and Sprint Nextel decided to continue with the
existing information systems until a certain period of time before
phasing out.
As a Focal Point, I am responsible for:
V Migrating code from PowerBuilder 9.0 to PowerBuilder 10.5.
V Used PFC services as base foundation class library for retrieving
INI settings when migrating Application to PowerBuilder 10.5.
V Enhancing Inter-sheet communication mechanism to support object
transfers between different sheets based on a key.
V Developing code using Visual and Non-Visual user objects.
V Extensive use of PFC services of data window caching, multi-table
update and linkage.
V Optimizing data windows for better performance with Oracle 10g
stored procedures.
V Extensive use of WIN32 APIs to interact with operating system.
V Debugging C++ code on UNIX box.
V Developing C++ code to create / modify Process layers.
V Developing Pro C code to create / modify static and dynamic data
layers.
V Developing PL/SQL code to generate database reports for analyzing
complex issues.
V Design and implement database schemas, procedures, triggers,
indices and sequences.
V Preparing High level design document (Impact Assessment (IA))
document from Customer requirements (Change Request (CR)) form.
V Involved in IA walk-through to understand business requirements
and identifying design gaps.
V Preparing Technical design (Program Specifications) Document from
IA.
V Coordinating with other teams to resolve integration issues during
design stage.
V Preparing External Interface Agreement (EAI) document for
communicating with third-party applications.
V Sanity code check for compliance with quality standards (Code
Review).
V Final code approval before pushing the code into build (Code
Inspection).
V Designing and execution of unit & sub system test calendar.
V On-call support during system test calendar execution.
Environment: PowerBuilder 9.0/10.5, Xtra-C, Mercury Quality Center,
Microsoft Windows 2000 Professional, TUXEDO, Oracle 10g, C++, HP UNIX,
Citrix Metraframe Presentation Server, Action Base
Ensemble - Customer Service Management Jul 2004 - Jun 2005
Programming Subject Matter Expert
Client : Cingular Wireless
Location : Dallas, TX
Cingular Wireless is a wireless company in the United States. Cingular
has deployed Amdocs Billing System - Telegence to manage their
business effectively. With recent merge of Cingular Wireless with AT&T
Wireless, Telegence has under-went lot of changes for supporting AT&T
Wireless business processes.
As a Team member, my responsibilities include:
V Separating business logic from Client-Server environment to EA
Server component that can be used with Web DW for making Web
Enabled Distributed system.
V Developing and deploying EA Server component, Web DW server
component.
V Developing Visual and Non-Visual user objects.
V Developing Data-windows.
V Designing custom controls like buttons, checkboxes, list-boxes,
radio buttons for using across the project.
V Designing window objects.
V Developing a customized framework using PFC services.
V Preparing Technical Design Document (TDD) from high level design
document.
V Coordinating with other teams to resolve integration issues during
design stage.
V Preparing External Interface Agreement (EAI) for communicating
with third-party applications.
V Identifying database changes using Technical document.
V Developing PB code using TDDs.
V Executing unit test calendar.
Environment: PowerBuilder 8.0, Sybase EA server 5.0.1, Xtra-C, Mercury
TestDirector 7.6 SP4, Microsoft Windows 2000 Professional, TUXEDO,
Oracle 8i, Citrix 9.0
Ensemble - Customer Service Management Apr 2002 - Jun 2004
Programming Subject Matter Expert
Client : Nextel
Location : Champaign, IL
Nextel delivers unparalleled services like Digital Cellular, Walkie-
Talkie and Wireless Data Services. Nextel has deployed Ensemble, a
product of Amdocs, for Customer Service Management (CSM). Ensemble is
collection of different applications which includes CSM, Inventory
Management, Switch Control, Application Tables, Reference Tables and
Message Management etc. Using Ensemble wireless service providers can
manage all types of inventories including Serial and Non-Serial items.
As a Team member, my responsibilities include:
V Converting Page Definition Language (PDL) files into PDF documents
using standard class user objects.
V Developing PDF printing module using PFC global functions to
access file system.
V Developing Visual and Non-Visual user objects.
V Developing Data-windows.
V Designing window objects.
V Porting data from heterogeneous data sources onto data windows.
V Extensive use of powerscript techniques to develop customized
framework.
V Designing technical documents from high level design document.
V Handling high & critical production defects.
V On-call support in On-Going Support (OGS) team.
V Estimation and Analysis of changes required in Ensemble for
implementing Sprint business processes in Nextel.
Environment: PowerBuilder 6.5, Microsoft Windows 2000 Professional,
TUXEDO, Oracle 7i, Xtra-C, Clarify eFront Office Mercury TestDirector,
Citrix 9.0
Telegence - Customer Service Management Jul 2001 - Mar 2002
Programming Subject Matter Expert
Client : SBC Long Distance
Location : St. Louis, MO
SBC has deployed Telegence-LD, a Telco product of Amdocs, for Customer
Service Management (CSM). Customer Service Representative (CSR) uses
CSM to perform various activities on Billing Account Numbers (BAN)
which include Creating Tentative BANs, Creating products, Activating
products, Adding additional features to a existing product, Migrating
Products between BANs, Setting up a Corporate Hierarchy to deal with
Corporate Customers, Handling Payments and Adjustments. Telengence-LD
has integrated Online Security Administrator (OSA) to define security
levels for CSRs. Telengence-LD also deals with SBC Internet Services
(SBCIS) and SBC IP products.
As a Team member, my responsibilities include:
V Developing generic functionality for custom visual user controls
like ListView, TreeView etc. using PFC standard visual user
objects in Customer Hierarchy and Discount Engine modules.
V Developing PowerBuilder code based on DDS.
V Developing Generic Visual and Non-Visual user objects.
V Developing Data-windows for Infra.
V Designing custom controls like buttons, checkboxes, list-boxes,
radio buttons for using across the project.
V Designing window objects for generic functionalities like Search,
Filter and Sort
V Extensive use of DDE mechanisms and PFC services to interface
between CSM and Central login application.
V Preparing Detail Design Specification (DDS) based on High Level
Design (HLD) and Technical Requirements documents.
V System Error Reporting Format (SERF) investigation, code fixing
and delivering to appropriate team.
V Handling High & Critical production defects.
V On-call for System Test support.
V Developing Processes automation applications to increase
productivity.
Environment: PowerBuilder 5.0, Microsoft Windows 98, TUXEDO, Oracle,
Merant Version Manager, Mercury TestDirector, Remote Desktop Client
Education
Bachelor of Engineering (B.E.) degree.
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