Director of Application Support and Customer Service

Jyothishree Honnavalli

******@*****.*** C:732-***-****

http://www.linkedin.com/in/jhonnavalli

** ***** ** ********** ** software and systems development of complete life-cycle projects. Experienced in the analysis, design, development, testing, implementation & maintenance and support of application software in Client/Server and SAAS/ Cloud environment. Manager and Director roles over last 6 years.

Education

Master of Science in Computer Science Jan 01 -- Dec02

Arizona State University, Tempe, AZ

Bachelor of Engineering in Computer Science Oct 94 -- Oct 98

National Institute of Engineering, Mysore University, India

Employment status: US Citizen. DO NOT require any sponsorship.

Summary

18 years of experience in software and systems development of complete life-cycle projects. Experienced in the analysis, design, development, testing, implementation & maintenance and support of application software in Client/Server and SAAS/ Cloud environment.

•Experience in interacting with clients and business groups, documenting procedures and standard operating procedures

•Excellent written and oral communication and team co-ordination skills.

•Creating, scaling and Managing teams across the globe.

•Knowledge Management and Vendor Management – Remedyforce and Frontline.

•Process and Policy Development and Implementation. Driving process excellence.

•KPI Metrics and Reporting

•Understanding and experience in SOA, SAAS, Cloud based Applications, Salesforce, Share Point and Hands on experience in end to end J2EE application development and implementation.

•Remedyforce Helpdesk Administration, HDI & KCS v5 v6 Certified. Working on PMP.

•Hands on programming and Knowledge of Salesforce Visual force and Apex.

Awards and Recognition

Awarded with Purple Cow award for outstanding performance and Unique Value add from RightAnswers 2013

Promoted to Manager of Technical Support and Director of Application Support RightAnswers 2011, 2013.

Awarded with a Certificate for outstanding performance from RightAnswers Inc - Mar-08.

Awarded with a Certificate of Appreciation and Scholarship for outstanding service and excellence as Intern from Engineering Internship Office, ASU

Secured Graduate Regents Tuition Scholarships at ASU Spring02, Fall-02 and Spring-03

Work Experience

RightAnswers Inc. Edison, NJ (Aquired by Upland Software Systems)

Jan ’05 – Present

RightAnswers is a Knowledge Service Provider (KSP) and a recognized leader in the technical support knowledge base market. This company hosts Knowledge, offering many solutions for more than 150 off-the-shelf applications. It was recently acquired by Upland Software. My responsibilities included:-

Director of Application Support and Customer Service

Jan ‘11 - Present

Global Team Building and Management.

oBuild out and grow a global team of support from scratch.

oHire, train, mentor and manage the team.

Manage and Drive Customer Support Excellence

oImplemented RAUKP to support organization

oKCS across organization

oDesign and manage call routing and On call schedules for 24/7 support

Cross-Functional Alignment and Process and Policy Development and Implementation

oBuilt out processes to communicate and escalate to different teams and track them.

oGot certified KCS V5 and V6, trained and implemented KCS in the support organization.

oUpgrade and patching process.

Escalations Management.

KPI Metrics and Reporting

Remedy force/Salesforce Administration

Vendor management

Integration Engineer -2010-2011

Technical Consulting and main technical contact point for global clients.

Product Implementation & Integration Development with 3rd party products

Developing Integrations of RightAnswers Knowledge Platform with various applications. Using web services - Product such as Salesforce, Sharepoint, Remedyforce, Remedy, Magic, Wendia, Landesk, and CA Service center, clarify and many other custom homegrown applications.

Knowledge of cloud environment – integrated with SharePoint.

Promoted to Technical Support Manager.

Environment: Tomcat Server, Java, Web services, JSP, ASP, Servlets, AJAX, heavy use of JavaScript, JQuery, html, css, XML, Flash, RSS, Remedy AR, JAAS, Oracle, PLSQL, mysql, MSSQL, LDAP, IWA single signon, Salesforce, Visualforce, Apex controller and trigger, Salesforce SQL, Dataloader and administration.

Mar ’05 – Mar ’08 - Took Break due to maternity reasons.

Senior Implementation Engineer.

Technical Consulting and main technical contact point for 35-50 global clients including Goldman Sachs, Con Edison, Cablevision, Stanford University, University of Missouri, Staples, Nestle, Capita, Compucom and Conoco Phillips.

Complete Lifecycle Implementation of Self-service Portal at various client locations on multiple platforms.

oInvolved in project kickoff meetings and provide pre sales support

oGather and Analyze Requirements

oImplement and Deploy Solutions and provide project leadership

oClient User and Administrator training and applying domain expertise in directing customer implementations and engagements.

Product Implementation & Integration with 3rd party products such as Remedy, Magic, Sharepoint and CA Service center, clarify and many other custom homegrown applications.

Implemented RIGHT ANSWERS KNOWLEDGE EXPLORER: RAKE uses a home grown java application that crawls and parses html and other documents and then indexes the url response text into Lucene.

Extensively worked on Remedy in Creating Remedy forms, active links and filters to integrate right answers portal with Remedy ticketing. Also, integrate RightAnswers form with customized remedy/ midtier applications.

RightAnswers Toolbar for IE & Firefox. Designed and developed a Toolbar application to work with the RightAnswers portal.

Provide subject matter expertise on various Authentication Technologies such as NTLM, Kerberos, SMTP Authentication, LDAP - ACTIVE DIRECTORY and NOVELL E-directory.

Created DB schemas and related functions and stored procedures in PLSQL for oracle, mysql and MSSQL server.

Being the 1st Professional Service Implementation Engineer, I also trained and mentored other engineers to get them up to speed.

Awarded with a Certificate of Appreciation for outstanding performance from RightAnswers Inc. - Mar-08.

Environment: C++, Tomcat Server, Java, Web services, JSP, ASP, Servlets, AJAX, heavy use of JavaScript, html, css, XML, Flash, RSS, Jetspeed Portal (HSQL), Remedy AR, JAAS, Oracle, PLSQL, mysql, MSSQL, LDAP.

Merck & Co., Westpoint PA.

Oct ’09 – Dec ’09 .

(Java Ldap developer consutant -2month)

Ldap Active Directory remediation for multiple applications at Merck.

Java Web application development.

Environment: Java, J2ee, Remedy, Ldap, Active Directory, MVC, Eclipse, Knowledge of GMP and GLP and Regulated applications.

Heritage Web Solutions.

Apr ’09 – ’Oct 09 .

(Php Web developer –part-time freelancer)

Main technical contact point for multiple small business clients.

Complete Lifecycle development and Implementation of small application modules in PHP, Mysql.

oGather Requirements, Design, Implement and Deploy Solutions like ecommerce payment forms, database applications. Also install, customize and integrate home grown application modules into client websites.

oClient User and walkthrough to direct customer.

Environment: PLSQL, mysql on LAMP Stack. Eclipse, Knowledge of integrations using PAYPAL, Authorize.net.

Merck & Co., NJ - (Developer Consultant)

Apr ’04 – Feb ‘05

Part of EWI - the Enterprise Web Infrastructure group of Merck & Co. This Team took care of the web Infrastructure, support and maintenance of more than 1000 applications of Merck. My role in this project is to develop new applications, tools and scripts.

Tomcat Management Console: -

oDeveloping wrappers to leverage the Mbeans of Tomcat 5 and weblogic

oUsed Struts frame work, Struts Dynaform and Action Classes to develop controller Servlets. Used ANT to build the project. Knowledge of Tomcat Internals and Tomcat Web server 5.0

oDesigned and Developed Reporting tool for Merck’s Tomcat Management Console, a manager for tomcat and weblogic servers

oWorked extensively on the development and maintenance of this tool Using Velocity, Struts (Action and Dynaforms), Servlets and Tomcat

oInvolved in development of oracle pl/sql functions and stored procedures

Tomcat Management REST Web Service Console:-

oDesigned and Developed a REST web service which would enable other applications to access TMC Resources and services. (extensive use of servlets and XML, Tomcat web server)

oDeveloped Oracle pL/SQL functions and stored procedures and java DAO objects to access them

Web Proxy:-

oDesigned and developed a web proxy using java servlets for websites within Merck’s infrastructure

oUsed log4j tool for logging messages

Assisting and troubleshooting source code for ongoing Java, J2EE applications

Wrote best practices for using log4j tool for Merck’s development team

Perl Scripting for various application:-

oWriting scripts in perl for log-rotation script, ldap mapping, proxy and many others

oImplemented multiprocessing and Object oriented modules in perl for the log rotation script

oEnhanced and modified various perl scripts used for analyzing WebTrends

Akamaizer:-

oDesigned and developed an add on for webserver - apache module for akamaizing Merck’s websites

oused perl, C, C++, Apache web server internals, Apache web server 1.3 and 2.0

Environment: C, C++, Apache Web Server Source Code, Web services, SOA, Tomcat Source code, Struts, Velocity, ANT, Java Servlets, log4j, Perl, Java, J2EE, Oracle 9i.

CTB McGraw-Hill Monterey, CA - Software Engineer

Feb ’03 – Jan ‘04

CTB McGraw-Hill publishes test books for school kids of all grades in various states, electronically grades the test books and reports the scores along with various statistical data to the responsible authorities. This is done by a tool called Scoring Analytics and Reporting (SAR). My role in this project was to develop server side EJB components for Analytics functionality of SAR, using J2EE architecture.

Used XML to design and develop the configuration file. Used Jakarta Digester to do the parsing

Developed classes using UML diagrams. Knowledge of UML notations.

Used Drools, an XML based rule engine to evaluate the business rules

Provided communication between Web Tier Layer and Business logic layer EJBs using delegate classes

Created EJB Session beans and integrated with JSPs for representing the business data

Created DAO classes using JDBC to access data from Oracle database

Used Struts framework, Struts form and Action Classes to develop controller Servlets

Used ANT to build the project

Used Wind-chill, a workflow management system to create test items

Liaising with QA team for post development support and maintenance and to test the functionality of Item Creation and SAR

Developed Oracle 9i stored procedures and SQL scripts to validate the analytics part

Designed Test Plans and Test Windows-based Scoring application on SQL Server

Environment: UML, EJB, JDBC, XML, ANT, Oracle9i, SQL, SQL Server, SOAP, Toad, Drools, Web logic 7.0, Clear case, Clear quest, Rational Test manager, Rational Requirement Pro.

Cooper Systems Inc., Scottsdale, AZ - Software Engineer

Oct ‘01 – Jan ‘03

The Project was to develop an Electronic Software Licensing and Management, which was essentially a wrapper tool that would keep track of the license and integrity of a software product. This was developed on a multi-tier, distributed architecture on both Unix and Windows platforms with Object Oriented design and development methodologies

Performed enhancement and maintenance of an IDE tool, Script Builder using an internal API. BC++, ActiveX, XML, COM and Cypress Enable, a VB like scripting tool to code the conditions for the license

Developed test applications in Java and C++ using Internal API, on both Unix and Windows platforms

Used SOAP messages to find the license info from the license server

Environment: JAVA, XML, C++, Borland C++, VC++, MFC, COM, DCOM, Sun Solaris, Red hat Linux, SOAP and Windows NT/2000/XP, ActiveX.

Caritor/Keane Inc. Bangalore, India

Senior Software Engineer Oct’98 – Dec’00

[I T Solutions (India) Private Limited]

Project: Java Based Interactive Banking Automation

Client: Bank of America, USA (JIBA)

This project involved the development of a Java Based Interactive Banking Automation system to aid the customer service representatives (CSR) of BOA. This was a distributed multi-tier architecture. RMI was used for distributed processing; Java Swings were used for front end. Oracle 8i was the back end.

Environment: JDBC, Java, Swing, RMI, Oracle8, SQL, Toad, Visual Source Safe

Project: Automated Database Build Compilers

Client: Lexis Nexis Inc., USA

Played the role of a Team Lead and managed a team of 7. Involved in the requirement analysis, design and development of Automated Database Builds for Lexis Nexis Inc., USA. These are parsing tools to parse large amounts of data in different formats into a format readable by mainframe.

Environment: C++, Omnimark, shell scripts on UNIX.

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