Employer name: Scott

+1-540-***-**** Ext: ***/571-***-****

Professional Summary

•9 Years of experience in analysis, design, development, implementation, unit testing and maintenance of multi-tier web application designed in Pega PRPC, .NET (2.0/3.5/4.0), Web service, Java Script, JQuery, JSON, HTML and SQL server.

•Developed applications using Pega CPM framework.

•Experience in developing high complex UI, business rules and Process.

•Experience in development areas of PRPC which include Flows, Flow actions, Harnesses, Sections, HTML, Ruleset versioning, Class structure, Circumstance, CPM framework, Utilities, Activities, List views and Integration services

•Integrated .Net and Pega applications through Internet Application Composer (IAC) implementation.

•Developed solutions for diverse programming scenarios in C#, VB.NET, employing object oriented Programming (OOP) concepts

•Developed front-end for ASP.NET web applications, using HTML, JavaScript and Jquery.

•Performed Client side validations with JavaScript and Server side validations with ASP.Net.

•Created Data Access Layer, Business Logic Layer Classes using .NET.

•Created and deployed XML Web Services using VB.NET and used them to generate the proxy class files based on the web services and consumed in web application.

•Strong Technical skills on Microsoft Technology stack: .Net framework, SQL Server, Web Services and ASP.NET

•Experience in SQL Server Database design, stored procedures, triggers and functions using SQL Server 2005/2008

•Extensively worked in AGILE/Scrum and waterfall SDLC models.

•Expert in debugging an application using debugging tools provided by the Visual Studio .Net IDE.

•Creating business component layer to send reporting to Data ware house via Tumbleweed.

•Expertise in Planning, Estimation, Scheduling and tracking Requirement Gathering, Business, Processes, Requirements Elicitation, High level Design, Technical Detailed Design, Software Development, Code walkthrough, Problem Analysis using Agile Methodologies.

•Strong analytical skills and experience in analyzing business requirements and documenting Functional Specification and Technical Specifications

•Assisting peers proactively in both functional and technical aspects, motivating other team members

•Providing best flawless solutions and deliverables on time

•System designing and architecture

•Strong written and oral communication skills

Domain

Banking and Financial Services – Credit Card Industry

Have strong business functional knowledge in Account Financials (Balances, Transactions, Adjustments and Payments), Product Features and Servicing (New Product Launch, Product Transfer, add an Additional, Card Replacement, Benefits and Offers, etc Membership Rewards, Disputes and Fraud servicing in credit card system.

Certifications

PEGA Certified Senior Systems Architect – June 2016

PEGA Certified Systems Architect – October 2011

Microsoft Certified Technology Specialist – September 2008

PEGA Certification Verification:

First Name: Bharanidharan

Last Name: Balakrishnan

Technical Skills

PegaRULES Process Commander (PRPC 7.1)

Languages – VB.Net, C#

IDE – MS Visual Studio 2005, 2008, 2010

PRPC Skill Set - SOAP Services, REST Services, MQ/JMS Services, RDB-SQL, Activities & Flow, Decision &Declare rules, Data Transforms, UI, Agents, Debugging tools – Tracer, DB Tracer, PAL, SMA

UI – HTML

Designing tools – Microsoft Visio

Styling – CSS

Code maintenance – Tortoise SVN

Scripting Languages - JavaScript, JQuery, AJAX and JSON

Database – Microsoft SQL Server 2005/2008

Web hosting – IIS 6.0/ 7.0

SOAPUI – for testing web services

Templates - ASP.Net

Defect and TC management–Rally andHP Quality Centre 11.5

Services Consumed - EMI-MQ, JD, web services (asmx), WCF, Data power, Java Converged Services, IBM WebSphere and OTMA XML Services

SDLC: Agile and Waterfall models.

Tools: Rally

Recognitions

•On the spot award for Outstanding Performance

•Commitment and Dedication award from AMERICAN EXPRESS Vice President

Professional Experience - Pega PRPC

Client: American Express Technologies, Plantation, FL, USA March 2013 – Till date

Role: Lead Developer

Project: Credit Card Servicing

Application:

The World Service Portal is a global customer service application used by Customer Care Professionals to serve American Express card members globally in a unified way.

WSP has a UI container based multi-tier architecture enabling plug-n-play Pega PRPC components and mash-ups built on Pega CPM and CPM FS platforms. This is developed using PRPC 7.1 as presentation and business logic layers and uses SQL Server and various mainframe databases for data storage.

Project (WSP Credit Limit Update): October 2016 – Till date

Current Status of the Project: In development

Department: World Service Portal at American Express.

This project is to build Credit Card Limit Increase/Decrease functionality.

This functionality is used for below actions by Customer Care Professionals.

•To increase the credit limit of the revolving credit card.

•To increase the withdrawal cash limit of revolving credit card.

•To decrease the credit limit and cash limit of revolving credit card.

•To increase the spending limit of non-revolving (monthly payable) charge card.

Responsibilities:

•Involved in gathering requirements, analyzing changes, design and development going on

•Created complex flows with multiple assignments and flow actions capable of moving navigating through the pages back and forth for below functionalities suitable for different type of AMEX cards.

•Credit & Cash Limit increase

•Credit & Cash Limit decrease

•Spending limit increase

•Created work and data level classes.

•Created data pages for each and every service or data source being consumed and mapped that each service level data page to the master data page.

•Exposed the flow to another java based application via IAC – Internet Application Composer.

•Mapped master data page as reference to the work level page property which will help in doing client side validations.

•Created Connect-SQL to connect to product SQL Data base to determine the type of credit card.

•Created Interaction driver and Intent Task rule.

•Connected to XML based REST Services using Connect-REST. Created Parse XML and XML Stream rules to parse the XML string from service response and set XML stream to request the service.

•Wrote Activities and Data transforms for mapping service response to Properties and used in UI.

•Extensively worked on UI and developed functionality pages.

•Involved in branch merge, ruleset allocation, product creation and rule deployment activities.

•Used PAL to calculate the clipboard size readings and DELTAs for the interactions developed.

•Analyzed Alert Logs.

•Pulled guardrail reports and resolved the warnings.

•Created separate table in PRPC database to store interaction level work objects.

•Followed SCRUM model for the development of the project.

•Involved with lead system architects in creating high level class structure, class hierarchy, work flows and high level design document.

•Followed guidelines and standards set by Amex which is required for the delivery of the project.

•Used different tools viz. Rally, and SharePoint during the different phases of development.

Environment: PRPC 7.1, HTML, SOAP, XML, CSS, Java Script

Tool (Automate Software Development Life Cycle) Nov 2016 – Jan 2017

Department: World Service Portal at American Express.

This tool is to automate the Software Development Life Cycle of Projects from project initiation till implementation using Pega 7.1 Case Management feature.

Responsibilities:

•Involved in gathering requirements, designing the application structure, creating data model and developing the components.

•Created the main case called “Automate Process” with below stages and steps.

1)Project Initiation

Collect Project Details – Form to collect the project details from development team.

Schedule design review – Form to schedule the design review with architectural team.

2)Design Review

Design review – Case will be routed to Architecture team for design review.

Create Branch – Based on Arch team’s approval, case will be routed to LSAs for creating the branch.

Support team engagements – Subcase will be opened to engage different interfacing teams

3)Project Development

Sprint Development – Sub case will be created for each and every sprint based on the sprint details collected in the first step of first stage.

4)SIT

Deploy Code – After completion of Sprint development, case will be routed to Deployment team to migrate code to SIT.

SIT Testing – After code migration, case will be routed to SIT team for testing.

Branch Merge – After SIT team provides sign off, case will be routed to LSAs for branch merge.

5)UAT

Deploy Code – After branch merge, case will be routed to deployment team again for code migration to UAT.

UAT Testing – After code migration to UAT, case will be routed to UAT team for testing.

Performance Review – After UAT test, case will be routed to LSAs for performance review.

6)Go Live

Each stage will have different steps and sub cases which interacts with different groups by routing the case.

Created Sub cases for Sprint development and engaging different interfacing teams.

Created workbaskets for different user groups.

Created data model and class structures.

Created UI and associated data binding.

Configured Send Email utility where ever required to send email to corresponding work parties.

Configured Change stage utility to move the case front and back between different groups.

Used Create Case(S) utility to create multiple sub cases for the number of sprints planned and used wait shape for all the sprints to reach resolve-completed status to move the case to next step.

Configured multiple steps of a stage to start on stage entry for parallel processing.

Project (SQL DB Recovery) Oct 2016 – Nov 2016

Department: World Service Portal at American Express.

This project is to design and implement the fall back for SQL Data base reporting. In BAU, World Service Portal Pega application was writing reporting data to Microsoft SQL Database. In case of SQL Data Base failure, reporting data was getting lost. In order to implement the fall back mechanism, designed a solution to write reporting records to Pega internal data first and copied back to SQL Database using an agent.

Responsibilities:

•Involved in gathering requirements, analyzing changes, interacting with interfacing teams, guiding testing teams and delivering project.

•Involved in data base table design, data model design and solution architecture.

•Worked with Data base management team to design and create reporting tables in Oracle/DB2 DB without BLOB.

•Created classes for corresponding tables.

•Created Connect SQLs to insert records to Microsoft SQL Tables.

•Modified application to write reporting data directly to Pega internal database tables using Obj-Save.

•Created an Advanced Agent and corresponding activity to pick up records from Pega internal database and write to SQL DB using RDB Connect – SQLs.

•Created an advanced agent to delete the processed records from Pega internal database every week.

•Enabled the agent in one JVM per cluster.

•Created Report Definitions to get the report of failure records, processed records, last run time for different tables.

Environment: PRPC 7.1

Project (Relationship Care - Premium Overview): April 2016 –Oct 2016

Department: World Service Portal at American Express.

This project is to show Premium Card Member Relationship information in CPM 7 Pega PRPC Platform.

Responsibilities:

•Involved in gathering requirements, analyzing changes, interacting with interfacing teams, guiding testing teams and delivering project.

•Used thread level Data pages to integrate with SOAP services and called data pages in asynchronous mode for better performance.

•Created requestor level data page to hold card member relationship data.

•Created Intent Task rule.

•Made RDB-LIST call to connect to SQL Database via Stored Procedures

•Wrote Activities and Data transforms for mapping service response to Properties and used in UI.

•Extensively worked on UI and developed functionality pages.

•Circumstanced rules based on property and template to achieve business requirement of various card types and country codes.

•Created Dynamic System Settings to port environment specific values.

•Created separate table in PRPC database to store interaction level work objects.

•Involved in branch merge, ruleset versioning, product creation and rule deployment activities.

•Used PAL to calculate the clipboard size readings and DELTAs for the interactions developed.

•Analyzed Alert Logs.

•Pulled guardrail reports and resolved the warnings.

•Used System Management Application (SMA) to clear rule cache.

•Followed SCRUM model for the development of the project.

•Involved with lead system architects in creating high level class structure, class hierarchy, work flows and high level design document.

•Followed guidelines and standards set by Amex which is required for the delivery of the project.

•Integrated

•Used different tools viz. Rally, and SharePoint during the different phases of development.

Environment: PRPC 7.1, HTML, SOAP, XML, CSS, Java Script

Project (WSP Balance Summary): May 2015 to March 2016

Department: World Service Portal at American Express.

This project is to build Card Member Balance Summary functionality in Pega Platform.

This functionality is used for below actions by Customer Care Professionals.

1) View 10 months’ historic balance information.

2) View Revolve Balance information for Lending cards.

3) View Minimum Due information for Lending and Pay Overtime cards.

4) Calculate the new Balance after recent adjustments.

Responsibilities:

•Involved in gathering requirements, analyzing changes, interacting with interfacing teams, guiding testing teams and delivering project.

•Integrated four data power Secured SOAP services via CONNECT - SOAP to retrieve balance information.

•Created Parse XML and XML Streams to retrieve and insert data to SQL Database.

•Used tabbed UI structure.

•Ran XSD configuration wizard to generate classes and properties from XSD for MQ Services.

•Integrated MQ services using Connect-JMS and Connect MQ to establish connectivity between Service provider and Pega application.

•Created Interaction driver and Intent Task rule.

•Integrated Pega Application pages using IAC - Internet Application Composer technology.

•Created Connect – SQL to interact with SQL Database.

•Made RDB-LIST call to connect to SQL Database via Stored Procedures

•Wrote Activities and Data transforms for mapping service response to Properties and used in UI.

•Extensively worked on UI and developed functionality pages.

•Circumstanced rules based on property and template to achieve business requirement of various card types and country codes.

•Used sectionToDisplay property to show different sections dynamically based on card type, country type etc.

•Created thread level Data Pages and integrated service response with that Data Page.

•Created requestor level data page to fetch and store application level data

•Created Activities, Data transforms and implemented the business logic.

•Created UI using Grid View(table), Layouts, Sections and Dropdowns etc.

•Created Decision table and Map Value pairs.

•Created Dynamic System Settings to port environment specific values.

•Created separate table in PRPC database to store interaction level work objects.

•Involved in branch merge, ruleset allocation, product creation and rule deployment activities.

•Used PAL to calculate the clipboard size readings and DELTAs for the interactions developed.

•Analyzed Alert Logs.

•Pulled guardrail reports and resolved the warnings.

•Used System Management Application (SMA) to clear rule cache.

•Followed SCRUM model for the development of the project.

•Involved with lead system architects in creating high level class structure, class hierarchy, work flows and high level design document.

•Followed guidelines and standards set by Amex which is required for the delivery of the project.

•Integrated

•Used different tools viz. Rally, and SharePoint during the different phases of development.

Environment: PRPC 7.1, HTML, SOAP, XML, CSS, Java Script

Project (WSP - Account Notes): April 2015 to October 2015

Department: World Service Portal at American Express.

This project is to build Card Member Notes functionality in Pega platform and integrate in WSP Standalone Servicing portal. This functionality is used to view/update the memos in the card member account.

Responsibilities:

•Involved in gathering requirements, analyzing changes, interacting with interfacing teams, guiding testing teams and delivering project.

•Driven the project with 4 members in the team.

•Integrated three data power SOAP services via CONNECT - SOAP to retrieve and update Memos.

•Created Interaction driver and Intent Task rule.

•Create Utilities for service calls.

•Made RDB-LIST call to connect to SQL Database via Stored Procedures

•Created Data tables to populate the drop downs.

•Wrote Activities and Data transforms for mapping service response to Properties and used in UI.

•Created Data Page and integrated service response with that Data Page.

•Created UI using Grid View (table), Layouts, Sections and Dropdowns.

•Created Decision table and Map Value pairs.

•Created Dynamic System Settings to port environment specific values.

•Followed SCRUM model for the development of the project.

•Involved in branch merge, ruleset allocation, product creation and rule deployment activities.

•Involved with lead system architects in creating high level class structure, class hierarchy, work flows and high level design document.

•Followed guidelines and standards set by Amex which is required for the delivery of the project.

•Integrated

•Used different tools viz. Quality Center, Rally, and SharePoint during the different phases of development.

Environment: PRPC 7.1, HTML, SOAP, XML, CSS, Java Script

Project (WSP Transactions - US): March 2013 to July 2014

Department: World Service Portal at American Express.

This project is to build Card Member Transactions functionality in Pega Platform for US Market and integrated in .Net Application using Internet Application Composer.

Functionality enables Customer Care Professionals

•To view transactions of last 15 months

•Search transactions by date, month, amount and type.

•Initiate Adjustments on transactions

•Initiate billing and fraud disputes against a transaction

•Block the merchant for the particular card member

•Move transactions between different balance buckets.

Responsibilities:

•Involved in gathering requirements, analyzing changes, interacting with interfacing teams, guiding testing teams and delivering project.

•Integrated Pega WSP Transactions functionality in .Net application using Internet Application Composer technology

•Received inputs from .Net application thru' IAC parameters and exposed Pega application page as a child page to .Net application.

•Worked on cross communication back to .Net application from Pega page using Pega Composer JavaScript - Custom Callback function.

•Analyzed the Transactions functionality in .Net application and transformed the business logic to Pega.

•Worked on activities and decision tables to implement the business logic.

•Followed SCRUM model for the development of the project.

•Followed guidelines and standards set by Amex which is required for the delivery of the project.

•Used different tools viz. Quality Center and SharePoint during the different phases of development.

Environment: PRPC 6.3, HTML, SOAP, XML, CSS, Java Script, Microsoft Visual Studio, Ajax, Jquery

Professional Experience - Microsoft .NET

The American Express Servicing Portal is an intranet .Net applicationused by the American Express Customer Care Professionals to service the card members. The AESP application has a UI container based 3- tier architecture enabling dynamic plug-n-play for port-lets, widgets, mash-ups. This is developed using ASP.NET 2010, Visual Basic .NET 2010, XML for the presentation and business logic layers and uses SQL Server and various mainframe databases for data storage.

A single servicing Portal, AESP, provides best-in-class relationship management capabilities and flawless service delivery across all contact center supported interactions

The Project uses a rule Engine called Epiphany Right Point to maintain the complex business rules that are changeable at run time on customer discretion. The project offers all the functionalities of all the modules to web service.

Client: American Express Technologies, Plantation, FL, USA August 2012 to December 2014

Role: Technical Lead/Lead Developer

Project: Credit Card Servicing

Responsibilities:

•Implement projects with SDLC/ Agile software methodology

•Lead projects with 5 - 7 member teams for each project, discuss the business requirement to offshore and get the analysis results

•Interact with cross functional teams such as,

•business/ world services teams to create and understand the business requirements,

•convert business requirements to technical/system requirements

•to provide the estimate from AESP (American Express Servicing Portal) application stand point to achieve the requirements technically

•to design and develop the prototype of the solution

•to develop the architectural frame work components on top which developers will build the applications

•to develop the UI

•to perform code review of projects in build and ensure the code quality standards and application performance

•application end users to understand the application usage, identify the manual effort and automate process to improves the end user experience,

•compliance team to assert the compliance rules and procedures to the end users and govern with help of operations teams

•Work with Servicing capabilities on the UI to be designed

•Conduct client reviews at all phases of the project, collaborate with other technical leads on bundling of the projects to production, Post production deployment providing the statistics of the functionality usage

•Project turn over to production support after 90 days’ warranty.

Environments: .NET, C#, VB.Net, ASP.Net, HTML, AJAX, CSS, jQuery, WCF, Web Services, Data power services, Java converged services

Project (WSP US Standalone):

Department:World Service Portal at American Express.

The purpose of this project is to provide World Service Portal (POA) experience to AESP users.

This foundational release of WSP US Portal consisted of the technical messaging framework (cross domain scripting) across AESP, WSP and UCID.

This enables CCPs to work in WSP, AESP, and RC applications through single sign on, with all three portals keeping the account number and authentication details in sync. With this foundational work in place, CCPs can easily toggle between WSP and AESP applications based on customer need.

Activities:

•Integrated CTI, AESP(.net) and WSP (Pega) applications using CTI driver and Internet Application Composer technique

•Launched WSP(Pega) application from AESP(.net) application using JavaScript

•Used custom Callback - Pega Application composer JavaScript file to enable communication between AESP(.net) and WSP(Pega) application

•Used Ajax to make asynchronous server calls to write logs.

•Implemented Load Balancer technique to achieve same origin policy to fool the browser and achieved communication between AESP (.net) and Pega(WSP) applications in different domains.

Environments: .NET, VB.Net, ASP.Net, HTML, AJAX, CSS, jQuery and Pega PRPC

Project (FLL Site Server Migration):

Department: American Express Service Portal at American Express.

This is an infrastructural change which involves decommissioning AESP application servers in Florida location and setting up new servers in Greensboro location.

Activities:

•Worked with infrastructure team to procure new Windows application and database servers in Greensboro.

•Connecting the application and database servers by making appropriate entries in configuration files.

•Configuring I – Rules in Load Balancers to communicate with different application systems for Tier 1 reuse.

•Configuring the connectivity with Mainframe databases for reporting.

•Configuring the queues in the new servers for EMI/GDAS Message Queuing services.

Environments: .NET, VB.Net, ASP.Net, SQL Server, Load Balancer (F5) and IBM WebSphere

Project (Apple Pay):

Designed and implemented the solution for servicing Apple Pay feature for Amex Credit cards by integrating the .Net application with Apple Services.

Features:

Enrolling Card members in Apple Pay feature

Handling the transactions made in Point of Sale with Apple devices

Suspending/Reinstating the apple pay feature

Cancelling the apply pay feature

Environments: VB .Net, ASP.Net, HTML, CSS, Ajax, JSON, JQuery, Data power services and SQL Server 2008.

Project (Debt Validation):

Department: American Express Service Portal at American Express.

The objective of “Debt Validation Statement Automated Tracking” project is to ensure compliance with the Joint Consent Order (JCO), by enabling GCA to automatically track all the statements ordered from the point when the statements are ordered until they are mailed to card members.

The automated tracking will track all statements orders received by CRS system then flowed to BPS for printing and mailing. The data is then pass to mainframe so analytics team can extract the debt validation statements orders and track the completion of the debt validation fulfilment.

This phase of the project will enable the specialists to order statement from Legacy and Triumph through one request.

Activities:

•Created UI in ASP.Net using HTML, JavaScript, Ajax and JQuery to have single screen for Ordering statements for Consumer and Corporate Cards

•Created business and service components to consume Java converged services to trigger statement requests for Consumer and Corporate Cards.

Environments: .NET, VB.Net, ASP.Net, HTML, AJAX, CSS, jQuery, Java converged services

Project (Call Handling Timer):

Department: American Express Service Portal at American Express.

After listening to and evaluating over 600+ calls, the following CCP behaviors were observed: irrelevant probing, hold time / dead air, lack of multi-tasking, unnecessary customer validation, and repeated customer queries. CCPs are already incentivized on Call Handling Time.

CCPs should be able to observe CHT (Call Handling Time) in AESP (American Express Servicing Portal) while on the phone with CM (Card Member), to enable better time management and awareness. It is a core tenet of Lean (visual management). Currently, there is no way for a CCP (Customer Care Professional) to keep track of his/her CHT.

The objective of this project is to pilot this concept with a subset of CEN (Customer Engagement Network) CCPs. The resulting capability will be utilized to examine the effect a visible timer has on CCP call handling behavior.

Activities:

•Created a timer tick using HTML and JavaScript and deployed in the application which enables CCPs to track the time taken by them for each and every call.

•Used Ajax call to insert/fetch the average call handling time value from SQL database.

•Created tables and stored procedures in SQL Data base to insert/fetch the call handling time value

Environments: .NET, VB.Net, ASP.Net, HTML, AJAX, CSS and Ajax

Project (State Compliance):

Department:American Express Service Portal at American Express.

As part of the regulatory projects collectively known as “State Pre-emption”, one of the work streams requires that a notice be sent to Card members (or consumers) upon request to comply with State Statutes.

Notifications to be sent to Card Members:

ID Theft Notice:

Send a static letter to Consumers/Card members detailing their rights

State ECOA:

Send a static letter to Consumers/Card members detailing our Equal Credit Opportunity policy

Receipt for Cash:

Send a dynamic letter stating payment was received, and amount and date whenever we receive CASH as payment

Statement of Finance Charges:

Send a dynamic letter that shows the amount of Finance Charges/Fees assessed during the preceding Calendar year of the request. Needs to be fulfilled within 30 days of receiving the request.

Activities:

•Created UI using HTML, JavaScript, and JQuery in ASP.net which enables CCPs to trigger different type of letters

•Created business and Service components to connect .Net application to MQ Service for triggering the letters.

Environments: .NET, VB.Net, ASP.Net, SQL Server, and IBM WebSphere MQ Services.

Project (RC Cache):

Department:American Express Service Portal at American Express.

This project was an AMEX Reengineering initiative of implementing caching solutions for high volume services which enables WSGCAT to realize significant reductions in technology infrastructure consumption costs

Designed and developed the intermediate cache mechanism to store the high volume service responses which avoids duplicate hits to database from the application which yielded the saves of $700K per year mainframe hits for American Express.

This project replaces three Mainframe transaction based services with Data power services.

Activities:

•Created three Service layer components in .Net to connect to three data power services.

•Created business layer component to transform raw data fetched from data power services, applied logic and transformed to information on the screen.

•Used SOAP UI to test connectivity

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