Customer Service Project

PREETI PARAMESWARAN

**** ******* ***, *** *, Columbus OH 43220

E-mail: ******.***@*****.*** Phone: 614-***-****

PROFILE

• Almost 5 years of total IT industry experience in Enterprise Application Integration (TIBCO) and Internet

Technologies

• Started working as Application Developer in Tata Consultancy Services Limited (TCS), India and evolved

into a Technical Lead

• Deputed for architectural guidance and troubleshooting crisscrossing projects and cities.

• Extensive knowledge in banking domain specializing in payment cards.

• Technically good and demonstrated ability in problem solving, task management and leadership.

• Good communication skills, interpersonal skills, self-motivated, quick learner and a good team player.

EDUCATION

Bachelor of Engineering (B.E.), Electrical and Electronics Engineering Aug 2000 – May 2004

Government College of Technology, Coimbatore, India (Cumulative Percentage 85)

COMPUTER SKILLS

EAI Tools: TIBCO Suite of products (Business Works, Hawk, Administrator, EMS, Smart Mapper, Adapter SDK,

File Adapter, LDAP Adapter, ADB Adapter), IBM MQ

Web Technologies: HTML, XML, SOAP, WSDL, J2EE (Servlets, JSP, EJB, JNDI, JDBC), Struts Framework

Web Servers : Websphere Application Server

Programming Languages: Java, JavaScript, C, C++

Databases: DB 2, Oracle

Operating Systems: Solaris, Windows, AIX

Other Tools and IDE: IBM Websphere Application Studio Developer, Rational Clear Case & ClearQuest,

Rational XDE, VSS, Crystal Reports, Jasper Reports, iReport

TECHNICAL PROFICIENCY

• TIBCO Certified Business Works Professional

• Sun Certified Java Professional

• TCS Certified Payment Cards (Banking) Analyst

WORK EXPERIENCE

Tata Consultancy Services Ltd. (TCS), Chennai, India May 2004 – May 2009

1. A Re-Engineering Project (STORM) for Citicards Retail Customer Service, USA Nov 2007 – May 2009

Job Title: Technical Lead Location: Chennai, India

Citicards retail private label (RPLID) customer service has applications running on mainframes with Visual Basic

(VB) based front end, which in turn fetched data through mainframes. Citicards wanted to merge this with the newly

developed system in J2EE for bank cards and create a unified front end. The Customer Relationship Management

(CRM) product used interfaces built on TIBCO Business Works to invoke the back end processing systems. Also

any other external system requiring data would interface through TIBCO.

Roles and Responsibilities

• Provided design solutions and created deployment strategies for the TIBCO BusinessWorks components.

• Worked as the Technical Lead to the team offshore and guided them with design decisions.

• Worked as a part of the group which developed an automated deployment framework.

• Troubleshoot on issues arising in existing production system and resolve trouble tickets.

• Conducted trainings in TIBCO for the TCS team and Citi associates.

• Worked with TIBCO PSG to get Hawk Accelerator incorporated into the Production environment.

2. A Re-Engineering Project (Sawgrass) for Citi Bank Cards Customer Service, USA June 2006 – Nov 2007

Job Title: Technical Analyst Location: Jacksonville, FL

Citicards, customer service for Bank Cards has several applications that are host-centric (directly connect to host

systems, typically mainframe) for their data processing needs. Citi wanted to replace existing desktop applications

into a J2EE based CRM application. CRM product interfaces with TIBCO BusinessWorks, which performs

mapping, transforming & routing of messages from/to the various back-end processing systems across Lines of

Business.

Roles and Responsibilities

• Developed core components that formed the basic framework.

• Provided design solutions and created deployment strategies for the TIBCO BusinessWorks components.

• Handled Release Management activities.

• Executed the first roll-out of the project which was the first such one in Citi North America IT.

• Suggested on improving the existing methodologies to create more reusable common framework.

• Provided performance suggestions, which drastically improved the service level agreement (SLA) during

project roll-out. This was highly appreciated by Citicards.

• Created hawk rules to monitor the production environment more effectively

3. An e-Governance Project (MCA21) for the Government of India Sept 2004 – May 2006

Job Title: Assistant Systems Engineer Location: Chennai, India

The primary purpose of this project was to meet the convenience of the business community, in terms of time and

location, while reducing the cost of compliance with relevant laws and corporate governance. The project was to

implement the government’s Service Oriented Approach (SOA) to re-engineer governmental processes such that the

stakeholders, who are the focus of all Ministry of Cultural Activities (MCA) activities, can complete their work in

an environment characterized by simpler procedures and forms in electronic format.

Roles and Responsibilities

• Designed and developed customization of JOA- A J2EE architecture for the development of e-governance

along with business component development using J2EE.

• Also worked on reporting tools like Crystal reports for report generation in coherence with a Java

Implementation.

• Acted as the Module representative during the user acceptance testing in TCS headquarters at Delhi, India

with the responsibility of coordination, technical supervision of a 4 member team.

• Worked on application usability analysis based on the on-site customer interaction that formed the basis of

requirement analysis of the next phase of development.

• Handled Release Management activities and executed the first roll-out of the project in one of the customer

location, with the additional responsibility of customer training and supervision.

• Obtained ‘Star Performer’ award in TCS for the effective customer interaction during project roll-out.

REFERENCES

1) Arunkumar Santhanagopalan

Architect, TIBCO

Email: ********@*****.***

Phone: 847-***-****

2) Joeseph Meyer

Systems Architect, Citicards

Email: ******.*.*****@****.***

Phone: 513-***-****

3) Christopher Floyd

Development Manager, Citicards

Email: ***********.*****@****.***

Phone: 605-***-****

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