Customer Service Engineer
Resume:
Ashoka Nayak. E-mail : ******.******@*****.***
C/O T. Rajanna, Mobile: 990*******.
Hebbala,
Bangalore - 560024.
Career Objective
To pursue a career with an organization having global vision, which encourages creativity, nurtures entrepreneurship and offers an opportunity to share, contribute, learn and develop utilizing my skills and expertise.
Summary5 years & 4 months of Industry experience with 4 years and 02 months of Software Development experience.Strong foundation in Designing, Programming and debugging skills.Proficient in XML, C, C++ and C#.Good understanding of Object Oriented Programming concepts.Capable of learning new technologies and tools quickly.Ability to work & gel in team oriented projects.
Employment HistoryWorking as a Software Engineer in Qwest Telecom Software Services Pvt. Ltd., Bangalore (A CMMi Level 3 Company), from 12th September 2006 to till date.Worked as a Contract Engineer - Testing in Hindustan Aeronautics Ltd., Bangalore from 22nd February 2005 to 11th September 2006.
Skill Set
Languages/Technology : XML, C, C++, C#
Operating Systems : Windows Family, UNIX
Database : SQL Server 2005
Tools/IDE : Microsoft Visual Studio 2008, Invision - IVB
Software/Services : Microsoft VSS, IIS
Professional Project Profile
Company : Qwest Telecom Software Services Pvt. Ltd., Bangalore
Designation : Senior Software Engineer
Project #1:
Title : Call Handling – Interactive Voice Response System (IVR – Speech Recognition)
Environment : XML, C#, ASP.NET, SQL Server
Team size : 6
Duration : November 2008 to Till Date.
Role : Developer
Description:
Call Handling provides the ability to achieve region-wide intelligent front-end screening and routing of customer calls based on customer needs, market intelligence, worker skills, resource capabilities, legacy data, real-time CTI data, and company knowledge of current activities and conditions. Call handling also enables the customer to perform self-help options.
Purpose of this project is to automate the large volume of calls from customers with requests for various services and information reaching Qwest service centers. These calls may include requests for new product, trouble reports and questions about a bill. Each of these calls must be forwarded or routed to a properly trained customer service representative or agent.
This project is also called as Speech Recognition. Since during the flow enables customers to call one of the Qwest customer support toll-free numbers and use voice along than touch-tone to route their calls to the appropriate support group.
Roles & Responsibilities:One of the key developers for developing the different modules of the application.Have been part of most of the SDLC stages of the application.Was instrumental in developing tools, techniques and methods that would be easing the life cycle of the project.Perform Unit Testing and Performance Optimization of the application.
Project #2:
Title : Call Handling – Development Tools
Environment : C#
Team size : 1
Duration : February 2009 to December 2009.
Role : Developer
Description:
Every Call Handling release involves large number of wave files that need to be copied from the available wave files based on the requirement, generation of scripts for every Call Reason and generation of xml files for some Dynamic wave file upload to web. Manually generating these will be time consuming and may introduce human errors.
To negate human errors and reduce the time taken three windows applications have been developed.
Roles & Responsibilities:Develop the windows applications. Perform Unit Testing and Performance Optimization of the application.Prepare a document for all these three windows applications.
Project #3:
Title : Call Handling – IVR (Touch Tone Only)
Environment : Invision – IVB Tool
Team size : 3
Duration : September 2006 to October 2008.
Role : Developer
Description:
Call Handling provides the ability to achieve region-wide intelligent front-end screening and routing of customer calls based on customer needs, market intelligence, worker skills, resource capabilities, legacy data, real-time CTI data, and company knowledge of current activities and conditions. Call handling also enables the customer to perform self-help options.
Purpose of this project is to automate the large volume of calls from customers with requests for various services and information reaching Qwest service centers. These calls may include requests for new phone, trouble reports and questions about a bill. Each of these calls must be forwarded or routed to a properly trained customer service representative or agent.
This is a Touch Tone only project. Only DTMF Options are allowed to go through the IVR experience.
Roles & Responsibilities:One of the key developers for developing the different modules of the application.Have been part of most of the SDLC stages of the application.Perform Unit Testing and Performance Optimization of the application.
Company : Hindustan Aeronautics Ltd., Bangalore
Duration : September 2006 to October 2008.
Role : Instrumentation Engineer - Testing
The nature of work involves,Calibrating the instruments such as temperature sensors, torque transducer and pressure transducer.Testing the various components of Advanced Light Helicopter and Seaking Helicopter.
Achievements
Got a spot award for an outstanding performance in Call Handling project at Qwest Telecom Software Services Pvt. Ltd., Bangalore.
Education
Degree
School / Institute
Percentage
Session
BE (ECE)
Manipal Institute of Technology, Manipal
72.39%
2000-04
PUC
St. Lawrence Pre-University College, Moodubelle
80.33%
1999-00
SSLC
Poorna Prajna College, Udupi
84.00%
1997-98
Personal Information
Fathers Name : Mr. Anantharama Nayak
Permanent Address : Ninjooru Bedrabettu,
Karkala Taluk,
Udupi District – 574244.
Sex : Male
Date of Birth : 12th May 1982
Passport Number : G8667428
Languages Known : English, Hindi and Kannada
Hobbies : Surfing, Playing / Watching Cricket, Volleyball.
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