Manager Project

Santosh

**.*******@*****.***

*******@****************.***

Cell#:864-***-****

IVR/J2EE Speech application developer with 6+ years of professional experience in designing,

developing, documenting, testing and production support of VXML, JEE web based

applications.

Key Skills

VXML (4+ years), Java/J2EE (6+ years), EJB (2 years), WSAD/RAD (5 years), Speech

Recognition(4.5+), Audacity(3+years), OSR(4.5+), Speech Tuning(3 years), TTS(4.5+),

Call Center(4.5+), Web Services (3+), Nuance Frame Work (2+ years)

Software Skill Set:

IVR Servers Genesys, IBM Direct Talk, Nuance, Edify

Languages Java, PL/SQL

IDEs WSAD/RAD, Eclipse, MyEclipse,

Java/J2EE Environment Java, Servlets, JSP 1.2, Tag Libraries, JDBC 2.0,

XML (DTD, XSL, JAXP), EJB, RMI, JNDI, SOAP,

WSDL, XML, XSL, XSLT, HTML

Frameworks Struts 1.x/2.x, Spring 1.x/2.x, Hibernate

Speech Technologies VXML, VUI design experience, IBM State-Tables

Databases Oracle 9i / 8.i, DB2 UDB, MS-SQL Server

Client-Side Technologies HTML/DHTML, JavaScript, and CSS

Operating Systems Sun Solaris 2.X, AIX 5L, UNIX, Windows 2000/ NT/

98

Version Control Systems Clear-Case, CVS, PVCS,

Other Tools TOAD, Ant, JUnit, Log4j, Maven,

Application Servers WebSphere, Tomcat, JBoss

CTI Genesys CTI, Avaya IC

Genesys/3rd Party Avaya PBX, VCS, Tserver, TXML, Nuance (Scansoft)

ASR/OSR, URS, STAT SERVER, CME, Iserver,

TXML

CLIENT: ING July, 08 – Current

IVR DEVELOPER

CITISTREET-ING TRANSITIONING (CITI-ING-TRANS):

CITISTREET a leading 401K Service Provider joined ING’s Retirement Plan Services

both serving different retirement plans for its 6.2 Million participants. CITI-INGTRANS

is to integrate the CITI and ING’s Interactive Voice Response(IVR) and participant’s web

and provide better services for its participants.

Projects Involved:

Citi-ING IVR Integration – This project is to integrate CitiStreet and ING IVR by adding new

clients to CitiStreet IVR.

• Design and developed various call-flow scenarios (e.g. Citi DNIS, Citi NO-DNIS, ING

DNIS, ING NO-DNIS, ING PIN-LESS TRANSFER, Participant-ING) using VISIO

based on the brain-storm sessions with Business Sponsors, ING and CitiStreet Dev

Teams and QA’s.

• Designed and Developed Dynamic VXML JSP Pages, Action-Classes, Java-Beans using

Struts-Framework based on the call-flow diagrams.

• Handled participant and client validations for the call’s transferred from ING IVR

to Citi IVR for different scenarios.

• Developed and Implemented VRUSM Web-Services to communicate with Avaya-IC to

get the caller-info,

Morning Star Integration – This project is to provide Morning Star Investments to CitiStreet

IVR.

• Involved in Design discussions and developed Technical Specs and call-flow scenarios

for Morning-Star Integration.

• Developed Dynamic VXML pages to support and validate Morning-Star Advice

registered participants.

• Handled Participant opted-out transfer to Morning-Star IVR.

Last-Transaction and IVR Audit Log – This project is to audit log all the participant call

information and display participants events in both Participant’s Website and displaying this

information in AVAYA IC Desktop Agent for CSR to provide better service and give quick

response to participants.

• Design and Developed Audit-Log utility by participating in Audit-Log Design and Scope

Meetings,

Developed Database Schemas, Web-Services to communicate with Sybase App,

•

Action-Classes, and Algorithm to record participant keystrokes using JDOM and

log-info to Sybase Database using Web-Services.

Composite Transactions – The goal of this project is to combine the Reallocation and the

Election Transaction on VXML IVR. The new transaction format would appear as a single

transaction to alleviate confusion about the movement of future and current contributions

Frequent Trader Restrictions – It’s an enhancement for the IVR to restrict Frequent Traders

from doing some Transactions.

Responsibilities:

• Involved in discussions with Tech-Teams and Management Teams of both CITI and ING

and made decisions in Integrating CitiStreet and ING IVR’s.

• Design and Developed participant’s Call-Flow diagrams for the modules I involved in

using Visio..

• Involved and reviewed the Functional and Tech specs and assisted OFFSHORE team

in code-development and bugs-assignments.

• Developed Action Classes, Dynamic Voice XML Pages using JSP, Action-Classes,

Database Schemas using IBM Direct-Talk, Avaya IC, Site-Manger, Set-IT and Struts

Framework.

• Worked with QA Team and assisted them in developing different test-case scenarios for

the releases.

• Worked with Client-Setup Team and Business Sponsors in setting up IVR solutions for

the new clients.

• Handled IVR-to-IVR Call Transfers, DRS Transfers and different Survey’s

Transfer for various clients using UUI and Web-Services mechanism and did

validations.

• Involved in Developing VRU-Pages, setting up control flags at client and plan levels,

DNIS and Call Routing for the new clients.

• Supported Applications and did Bug-Fixes in Unit and Integration Regions and involved

in ON-CALL Production Issues.

• Extensively used UNIX and AIX Servers to trouble-shoot JBOSS Application Logs,

IBM Voice Browser Logs and Audit Logs

• Assisted in re-starting IVR and JBOSS Application Servers, Cache Cleaning,

Setting-up control flags (client-level) at integ and production levels.

• Used IBM’s Clear-Case tools for Unified Change Management and Clear-Quest for Bug-

Tracking.

• Followed Iterative approach for Software Development.

Environment:

JDK1.5.x, JSP, JavaScript, Struts 1.x Framework, EJB, JBoss Enterprise Application Server,

VXML, XML, Axis for Web-Services, DB2, Sybase, Oracle 9.x, TOAD, IBM Direct-Talk,

EDIFY, Site-Manager (Content Management Tool). Set-It, UNIX, Windows, AIX, Avaya IC,

Genesys-CTI, Clear-Case UCM, Clear-Quest, Eclipse IDE, Maven, Microsoft-Visio

CLIENT: CitiStreet November, 06 – June, 08

IVR DEVELOPER

CitiStreet (A State Street and Citi-Group Company) administers more nearly 200 companies

employee’s benefit plans and related HR Process. CitiStreet IVR provides customized IVR for

its clients and allows its Participants to access benefit plan information and complete

transactions by calling a single 1800 number, It provides services like Balances, Transfers,

Forms/Documents, Contributions/Investment Elections, Withdrawals, Loans and Security in

IVR.

Projects Summary:

VXML Re-Write: This project is to convert the Legacy IBM’s State Table to VXML 2.0.

Release Items I have involved includes Withdrawals, Balances, Loans, Security and

Transfers Module in IVR.

Client Setup – This project is to provide IVR Services to our new clients. Responsible for

preparing Client Say-box’s (Custom Audio Prompts), Design and Developed VRU Pages, Call-

Flow Diagrams, Call-Transfer Handling using UUI Stream, and dynamic VXML Pages based on

client’s requirements.

PSRConnect Enhancements – PSRConnect is a Web-Application for the CSR’s. This project

is to enhance the application for the new functionalities added through VXML Re-Write project.

Responsibilities:

• Analyzed IVR Scripts, Project Scopes, Application Function Documents (AFD) and

Involved in Design Discussion to convert it to Technical Specifications.

• Prepared participant Call-Flow diagrams (participant’s IVR Experience) for the modules

I involved in using Microsoft Visio Tool.

• Developed Web-Services, Java Server Pages, Action Classes, Voice XML Pages, and

Database Schemas for all the Release-Items I involved-in using Struts-Framework.

• Developed VXML Applications using IBM Direct-Talk, VXML, Avaya IC, CITI

Group’s custom framework tools like SetIt and SiteManager etc.

• Supported Applications and did Bug-Fixes at Integration, Acceptance and did on-call

support for production-level bugs.

• Followed Iterative approach for Software Development

Environment:

JDK1.5.x, JSP, JavaScript, Struts 1.x Framework, EJB, JBoss Enterprise Application Server,

VXML, XML, Axis for Web-Services, DB2, Sybase, Oracle 9.x, TOAD, IBM Direct-Talk, State-

Tables, Site-Manager(Content Management Tool). Set-It, UNIX, Windows, AIX, Genesys CTI,

Clear-Case UCM, Clear-Quest, Eclipse IDE, Maven, Microsoft-Visio

Client: Blue Cross Blue Shield of NC August 2005 – October 2006

IVR Consultant

BCBSNC is one of the largest health care industry in NC. It has more than 3.4M members

currently enrolled. IVR is designed primarily to take calls from Members, Providers, Retired

State PPO etc. IVR accepts both in-hours and after hours calls. It also supports dedicated groups

calls. IVR first does HIPAA validation and then it provides Main Menu. Callers can either

choose Self-Service or they can opt for CSR. It server primarily Eligibility Information, Billing,

Benefits, OrderID cards, Authorization and Prior Approvals etc.

Responsibilities:

• Participated in the VUI design phase.

• Gathered and analyzed business requirements and involved in converting the functional

specs into Tech Specs.

• Created Call flow diagrams for IVR applications.

• Used STRUTS framework in designing the IVR application.

• Used GeneSys Pop Gateway and Tserver and Application logs to see the most runtime

logs in trouble shooting the issues/problems in the VRU application.

• Interacted with the QA, UAT, Business while fixing the defects.

• Wrote External grammars and validated using Parse tool.

• Periodically resetting the GVP ports when GVP did not respond the calls.

• Developed API to generate the VXML pages dynamically in Java.

• Performed Unit testing using thru URLs, JUnit and also by making calls into the system.

• Used Java Script and ECMAS script for revalidations when caller provides input thru

DTMF or thru Voice.

• Supported the application from development phase thru QA, UAT, and Production.

• Used Java Servlets and JSPs to generate VXML code dynamically.

• Used Genesys Voice Portal Manager for Adding a new Voice Application

• Utilized JSF in putting some common code logic and included in the JSP’s.

• Analyzed the call logs and provided recommendations where most of the calls are failing

or callers getting transferred, recognition failures etc.

• Assisted in restarting the Watchdogs, Speech Media Server, Tserver, Iserver

Environment: JAVA, J2EE (JSP, Servlets, EJB, JNDI, JDBC), VXML, XML/XSL, DB2, Struts,

JUnit, RAD, AIX, Log4j, SQL, Genesys, Iserver, Tserver, Siebel, Avaya PBX, Siebel CRM, AS/

400.

CIGNA December 2004 – July 2005

Designed and developed a robust customer interactive voice response-banking application. It

provides account validation and also allows the users to interact with the application in natural

language to fulfill their banking needs. It offers the caller options like retrieving balance,

transferring funds, getting information about checks and more.

Responsibilities:

• Participated in the gathering the VUI specs and analyzed.

• Worked with the vendor in analysis and outlining the system requirement and objective

and created call flows using Visio.

• Worked with customer to design specification for back-end data access integration using

JSPs and Servlets.

• Used various VXML 2.0 tags such as Menus, Subdialog, Submit, GoTO, Transfer, Block,

Assign, Cond, Prompt etc.

• Used Java, JSP, and Servlets to generate the VXML code dynamically.

• Wrote Speech works grammars that define the vocabulary for the speech recognizer.

• Played crucial role in assisting developers, QA, UAT by providing the needed data for

their test cases so as to validate the business requirements.

• Wrote JavaScript for validation on client side and created JSPs to provide interaction

between IVR applications and back-end server.

• Participated in production support of IVR applications

• Supported the application from development phase thru QA, UAT, and Production

Environment:

VXML, Java, J2EE, Voice-Genie, Web Sphere, Mercury Test Director, Oracle, Java Script,

Windows 2000/XP, GVP.

Client: Infor, GA April, 2004 – November. 2004

E-Time Sheet:

This project is to replace the existing paper-intensive preparation, approval and processing of

timesheets for MNSCU employees by building an online system to perform these functions,

eliminating paper timesheets and their manual approvals.

Responsibilities:

• Responsible for understanding the requirements and create the design documents.

• Used Struts as the UI framework to design and develop the application.

• Used Rational Application Developer (RAD) for the development and deployment.

• Used Hibernate as a persistence framework.

• Used Spring as a Java/JEE application framework.

• Involved in database programming, wrote stored procedures, functions and triggers using

SQL, PL/SQL in DB2.

• Wrote validations using client-side Java Scripts and Designing the GUI.

• Used Log4J for logging purposes.

• Used CVS for version control.

• Written several JUnit test cases and test suites for testing.

• Also involved in testing the application using an Open Source tool that would help

automate the test cases.

• Involved in coordinating and providing the support for the team to test the performance

of the application.

Environment:

Java, J2EE, RAD 6.0/7.0, JSP, Java Script, Struts 1.0, Hibernate, Spring 1.2, JUnit, DB2, CVS

Version Manager, Maven, Open Source tools and Software’s (Selenium for Website Automated

Testing, JIRA).

Quest diagnostics, Teterboro, NJ August 2003 – March 2004

Java Consultant

Diagnosis application to exchange test results between physicians and technicians. Physicians

can view the results as soon as posted by the lab. Lab acquires the insurances information form

the physician’s place by this EDI. It also stores the information about the previous scanning,

reports and the payments obtained from the insurance companies. Determines the primary policy

holder, decides the billing by itself based on the business logic.

Responsibilities:

• Developed an Electronic Data Interchange (EDI) system for Lab Technicians to be able to

access the Patient Demographics, Insurance Information, Test Requisition details from

Hospitals and Medical Practitioners’ databases over a Secure HTTP (HTTPS) protocol

and report Lab Results to the same.

• A J2EE compatible, Web enabled 3-tier OO Distributed System Architecture using

prototyping methodology in coordination with Physicians, Nurses and Lab Technicians to

produce the Most User Friendly EDI system.

• Sophisticated JDBC Database Connectivity coupled with XML parsing for platform –

independence with Servlets (Servlet Chaining) and JSP in the middle tier to expedite the

information transfer. Business logic incorporated using EJB Technology.

• Developed GUI using HTML, JavaScript, Struts and JSP.

• Retrieval of data from various databases Oracle, SQL Server.

• Implemented and JMS for messaging.

• Used Ant for Project building. Application developed with strict adherence to HIPAA

regulations.

Environment: Apache Tomcat 4.1, J2EE (Java 1.4, Servlets, JSP, JDBC-SQL), HTML, XML,

UML, JavaScript, Eclipse 2.1.1, CVS, ANT 1.5.1, JUNIT, Log4J 1.2 8, WebLogic, Dream

Weaver, Oracle 8, Windows, Linux

Blue Cross and Blue Shield, Kansas city, MO. December 2002 – July 2003

Java Developer

Care Planner Web is an intranet based application used for case management, disease

management by providers, claim processors, provider advisors etc. It is used to store and retrieve

patient, case, provider, work queue information. It also provides facility to import and export

data from external portals and legacy systems.

Responsibilities:

• Involved in Full Software Development Life Cycle (SDLC).

• Implemented MVC pattern using Struts 1.1 Frame work.

• Developed Servlets, JSP pages, Beans, JavaScript and worked on integration.

• Wrote Stored Procedures using PL/SQL.

• Developed XSL Style sheets using XSLT and XPath for web publishing of the XML

based content.

• Involved in building and parsing XML documents using SAX parser.

• Used CVS for version control and LOG4J for debugging.

• Documented the code developed.

Environment:

Struts, JSF, Servlets, JSP, JavaScript, Oracle, SQL/PLSQL, RAD, Web Sphere 6.0, Log4J, CVS,

HTML, XML/XSL, XSLT, Windows

Education:

M.S in Computer Science, North Dakota State University, ND,

USA, 2002

B.S in Computer Science, Jawaharlal Nehru Technological

University, India, 2000

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