Senior IVR Analyst
Resume:
Preethi Jayakumar
*************@*****.***
Location: Jersey City, NJ
CAREER OBJECTIVE:
Seeking a full-time position as a Software Developer with an organization where I can have long association, provided with good learning opportunities and a rewarding career where individual talent, skills, honesty and hard- work are acknowledged. I intend to contribute positively towards the growth of the organization. EDUCATIONAL QUALIFICATION:
Master of Science in Software Engineering May 2017 New Jersey Institute of Technology, Newark NJ USA
Bachelor of Engineering in Computer Science May 2011 Anna University, INDIA
PROFESSIONAL SUMMARY:
5 years of experience in Requirement Analysis, Designing, Developing, Testing and Deploying Web and IVR applications using Java and IVR technologies at a Product-based Organization.
4 Years of experience in IVR and Call Management domain with SIP/RTP and speech analytics.
Proficient in all phases of SDLC (Requirements, Analysis, Design, Development, Testing, Deployment) and experience using Agile, Waterfall, Iterative software development methodologists.
Extensive programming experience using Core JAVA, Advanced Java, J2EE, Multi-Threading, Collections, Spring, Hibernate, EJB, JSF, Google API, OAuth, HTML, CSS and XML.
Hands on experience using Java 8, SOAP, RESTful web services, design patterns such as MVC, Front Controller, Factory, Singleton and database technologies PLSQL, JDBC, MySQL, SQL Server, Oracle
Experienced working with CI tool Jenkins and build tools Gradle, Ant and Maven.
Worked with Java Script, jQuery, AJAX, HTML5, Bootstrap, jQuery UI, knockout.js.
Experience in working with version control tools like GIT, SVN, TFS and RPM.
Experience in working with Eclipse, Aqua data studio, Apache Tomcat, Oracle WebLogic, Grails and WAMP web Server.
Excellent communication, presentation skills and ability to work effectively as a team member in a diversified team.
Self-starter and capable to look at the big picture and provide solutions through collaboration with other departments and clients.
TECHNICAL SKILLS:
Languages (Proficient) C, C++, Java, Shell scripting(Unix-bash) Languages (Beginner) Python, R, Android, Hadoop (Pig, HBase, Hive, HDFS, Spark) Java Technologies Spring, EJB, JDBC, JSF, RESTful, SOAP, Hibernate, Collections, MVC, JMS, J2EE Methodology OOPS, OOAD, Agile, Waterfall, Iterative, Test-driven, UML IVR Technologies XML, VXML, GRXML, inbound + outbound call routing, NAR, Genesys Voice Genie Web Technologies HTML5, CSS, Java Script, jQuery, AJAX, Bootstrap, Angular.js Database MySQL, Oracle, DB2, PLSQL, SQL Server, Stored procedures Tools Clear case, Eclipse, GIT, GITHUB, TFS, Docker, Tomcat, WebLogic, Android Studio, Ant, Maven Operating System Windows, Linux
PROFESSIONAL EXPERIENCE:
Software Analyst, Verizon Data Services India Pvt Ltd, INDIA Oct 2013 – Aug 2015 Job Description: Verizon Communications, Inc., is an American multinational telecommunications conglomerate and the largest U.S. wireless communications service provider whose mission is to provide better customer service through various software projects. Verizon has many research projects going on for the improvement of customer experience. As a part of the Verizon’s IVR team we need to convert these research projects to IVR applications, maintain them and add more optimized functionalities to achieve the preset target goals.
Projects: SELF-SERVICE SPEECH RECOGNITION IVR SYSTEMS, OMNI CHANNEL INTEGRATION Roles and Responsibilities:
Worked on multiple applications, involved in Requirement analysis, Design, Development, Testing and code migrations.
Verizon’s IVR Application is designed in JAVA MVC framework and designed IVR user interface using VoiceXML and XML forms which tends to collect the user response and implemented business logic layer using Java
Coded the speech grammars and gained experience working with Nuance Recognizer and Genesys VoiceGenie.
Implement Data layer with Java JDBC to interact with DB2 Database and implemented Activity calls(Java) to retrieve data from Database server in VXML.
Integrate various functionalities to the entire code after through testing and validated the data using JavaScript and integrated VXML and XML files using btt file generation.
Create necessary tables, views and stored procedure(SQL) in DB2 Database to manage application data and also migrated the old SQL statements into PL/SQL for better performance.
Unit tested the application and functionalities in the Unix environment (VG server) and used various levels of shell scripting to debug and run the application which provided hands-on experience with shell scripting.
Used TFS as code base and updated code during every phase.
Used Oracle WebLogic to deploy the application in the development environment and test environment and validated the application and its functionalities.
Used OLAP and pivot tables to generate different reports for different functionalities in the application.
Part of the R&D team and came up with different ideas for better customer experience.
Scrum master for the daily stand-up scrum meeting and educated the team on the scrum and agile technologies.
Pre-estimated the self-service rate and profit of the requirements with the present data for the clients for further enhancement.
Provided support for User-acceptance Testing and tier-2 production support. Software Engineer, Verizon Data Services India Pvt Ltd, India Apr 2011 – Oct 2013 Job Description: Verizon Communications, Inc., is an American multinational telecommunications conglomerate and the largest U.S. wireless communications service provider whose mission is to provide better customer service through various software projects. I joined Verizon’s Consumer and mass Business Portfolio, under which I started to work as a Software engineer for the IVR team. Projects: SELF-SERVICE SPEECH RECOGNITION IVR SYSTEMS, TOGGLE TOOL Roles and Responsibilities:
Learnt and explored each step of SDLC from enterprise stand point.
After getting assigned with the task, examined the task and documented functional report of the task.
Developed critical components of the application using XML and VXML as view, Java for the business logic and DB2 for data logic layer.
Implemented the project using Spring MVC and developed MVC based controllers, Models, Dao classes.
Involved in the code review, code merge, repository management and code deployment sessions.
Developed web application that offers access to developers, testers and clients to update the toggle value for various functionalities in the development and test environment.
Used HTML, JSP, CSS, Bootstrap and Java script for developing the User interface for Toggle tool.
Create and consumed the RESTFUL web services and retrieved Data from the DB2 database using JDBC connections, DDL and DML statements as well as retrieved data in the XML format from other Systems.
Provided full onsite support during the User acceptance testing phase.
Present analysis and new opportunities/ideas to upper management. Web Developer, Anna University, INDIA Sept 2010 – Mar 2011 Job Description: Anna University is a technical university in Tamil Nadu, India. It became an affiliating university in 2001, absorbing all engineering colleges in Tamil Nadu. While pursuing bachelor of Engineering at Anna University, I was offered at position as web application developer under the CS department for enhancing the University’s official web page. Projects: University official web page development Roles and Responsibilities:
Involved in requirement analysis and design process and worked on the User interface part of the application development.
Used JSP, Servlets, HTML, CSS, JQuery to create web interface and JSTL tag libraries for embedding dynamic content to JSP pages.
Performed data validations using Java script libraries and integrated dynamic web pages for client side presentations using jQuery and used Java as middle tier and Oracle Database as data tier.
United tested and performed integration and system testing along with other developers and deployed the application. ACEDAMIC PROJECT WORKS:
Portfolio Optimizer - Project developed using Java technology (Spring+ Hibernate), that allows a user to create their own portfolio and invest money in different stocks. Based on the current market situation, the optimizer predicts the gain and lose of the stocks in the user’s portfolio and lets the user buy and sell his stocks based on the predictions. Made use of the yahoo finance API to get the LIVE stock rates and used Oracle Database and MySQL to store the data in the tables. Kaggle Project (Using R) - As part of the “Data Analytics with R programming” course, worked on a project “Which apartment is popular” to predict the data and the results to submit in Kaggle for the competition. Used Random Forest methodology to predict the data. Quadrivial Pursuit - A web based application, developed using Java in eclipse along with Oracle DB for managing the Hotel Administration from User perspective and Administration perspective and developed Test cases using Junit, JMeter and Selenium. JSP, HTML, CSS, JQuery, Angular JS were used for designing the user Interface while Java was used for business logic implementation with oracle Database for storing data.
ACHIEVEMENTS:
Received ‘CEO Award of the year 2014’ for Individual performance in Omni Channel Integration Project from Voice portal portfolio which helped improve the customer service in IVR and establishing fast data exchange using RESTful web services.
Received ‘ON THE SPOT’ award in June 2013 for providing innovative ideas on ‘Duplicate bill copy’ transaction where the agent transfer rate went down by 48% and self-service rate went up by 64% and optimized the SQL queries for the same functionality for better performance.
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