Customer Service Project

Parvathy Parameswaran

Ph: 913-***-****

Email: *********@*****.***

SUMMARY

** *****’ experience in IT Industry, in leading and managing projects and teams, starting from application development with various tools and technologies.

Experience in business analyst and coordinator role for 4 years, both from Client location as well as offshore.

Experience in Process handling and Configuration management.

Excellent communication, analytical and debugging skills.

Currently managing application suite with more than 20 applications.

Certificate of Completion on ‘Mastering the Business Analysis Process Over the SDLC’ by Nobleinc.

SKILLS SUMMARY

Operating System: Windows 7, XP, Vista, MAC

Languages: C# .Net, Objective C basics, Perl basics

Technologies: .Net Technologies (Windows forms, ASP .Net, ADO .Net, Web Services, Windows WorkFlow Foundation (WWF), Windows Communication Foundation (WCF)), XML, Javascript

Database: SQL Server, Oracle, PostGre SQL

Web Servers: IIS, JBoss application server

Tools/Frameworks: Microsoft Office Tools, Microsoft Visio, Microsoft Team Foundation Server, Microsoft Visual Studio 2003 - 2015, Microsoft Visual Studio Team System, Autosys server, XCode, CXO Studio, Kombea Protocal CRM tool, Kana Enterprise CRM tool, Kana Enterprise Customer Experience Designer(CED), Kana CRM Web Services, Tortoise SVN, Soap UI tool

Domain: US Tax Financial domain, Customer Relationship Management (CRM), Manufacturing (Semi-Conductor), HealthCare

Others: Configuration Management, Process Orientation, Knowledge Management

EXPERIENCE HIGHLIGHTS

UST Global, Kerala, India

Duration: December 2008 – PRESENT

Designation: Business Analyst and Onsite Coordinator

Current Location: Kansas City, MO, USA (H&R Block)

APPLICATION MANAGEMENT SERVICES (AMS)

Duration: (MAY 2016 – PRESENT) (Kansas City, MO, USA)

Project Description:

This project is a managed service agreement for H&R Block where in UST Global takes full ownership of the applications that fall under this agreement. The model is technology independent, but focus is on providing end-to-end support starting from requirements gathering, implementation completion, testing, deployments and production support. The team basically works from offshore with onsite coordinators who will do the role of a project manager as well as business/test analyst who will work closely with the business in understanding their goals and help them achieve it with technical excellence.

Roles & Responsibilities:

Study multiple applications and document them

Attend and Organize business meetings to solve business problems

Gather requirements and document them

System Appreciation Document preparation

Onsite and offshore coordination

Verification/testing of completed requirements

Database testing

Prepare weekly status reports and review with the client

Software Used: HP Application Life Cycle Management (HPALM), MS SQL Server, MS Office tools.

KANA CRM

Duration: (MAY 2014 – MAY 2016) (Kansas City, MO, USA)

Project Description:

KANA Software Inc. is a global leader in customer service solutions and Kana Enterprise is their CRM (Customer Relationship Management) product which provides a holistic approach to customer service by delivering a unique blend of knowledge, process, data and channels to serve customers. H&R Block has been using multiple legacy applications for managing their customer data, which results in lack of accuracy and increased call resolution times. Kana provides a one stop customer relationship management solution for H&R Block.

The application utilizes Kana Enterprise’s inbuilt framework and components to develop business workflows and processes for complete customer and case handling. The Kana CRM project is focused on creating one single Golden Record of a customer, which provides a 3600 view of the customer, including his personal details, previous tax filing details etc. which helps the agents to be context-aware and thus providing customer information at agent’s finger-tips to aid in faster call resolution.

Roles & Responsibilities:

Onsite coordinator and business analyst

Requirement understanding and application understanding

Lead of a 6-member development team from offshore for 1 year

Kana Enterprise training completion

Estimate preparation and delivery responsibility

Code reviewing and monitoring of development activities

Designing and enabling application flow development

Communicating with client on a daily basis through video calls

Sharing project status reports on a weekly basis

Sourcing and resource handling

New member Induction training and mentoring

Software Used: HPALM, Kana Enterprise, JBoss server, Oracle, Solr, Tortoise SVN, Microsoft Office Tools

KANA Servicing

Duration: (SEPT 2015 – FEB 2016) (Kansas City, MO, USA)

Project Description:

H&R Block is one of the top tax service providers in USA. They have been using Kana Enterprise as their CRM (Customer Relationship Management) product to streamline their business processes and consolidate their customer service systems. Kana Web Services provided by Kana enables SOAP based web service development with Kana. Kana web services coupled with Kana workflows go well aligned with H&R Block’s tax filing process in tracking the complete e-filing cycle, along with SLAs and escalations.

H&R Block is using Kana web services to create APIs that support the e-filing process for a particular section of their clients, called Seg2 virtual drop box clients. These clients would use H&R Block’s portal Myblock to e-file their taxes by just uploading their documents in their account and get assisted with a Tax Professional. Once a case is submitted by the client, it case gets assigned to a Tax Professional who would be responsible for the e-filing and closure. The Kana APIs developed in this project would be consumed by various other internal systems for creating new customers, creating new cases, getting the work items assigned to a tax pro, getting their status, sending escalation and notification emails etc. The work items, case types, priority, SLA, actions everything is configured through Kana’s business administration tool.

Roles & Responsibilities:

Kana administrator and business analyst

Working with Kana architect and business at client site to analyze business requirements

Develop customized Kana web services

Seg2 client requirement and Kana workflow understanding

Coordinate Kana API development

Soap UI web service testing

H&R Block wiki creation for documenting APIs

Software Used: Kana Enterprise web services, Kana Enterprise CED, JBoss server, Oracle, Tortoise SVN, Soap UI, Microsoft Office Tools

KOMBEA

Duration: (JAN 2014 – AUG 2015)

Project Description:

Kombea is software that aids call agents to serve their customers efficiently and effectively. Kombea’s agent-assisted automation technology enables live agents to communicate with computer-like accuracy, security, and efficiency thereby enabling call centers to achieve the qualitative benefits of human intelligence with the quantitative returns of automation.

Kombea is basically built upon VC++, with backend as SQL Server. H&R Block uses Kombea in their Call Centers with the aim of empowering their call agents and thus providing top class service to customers. The application’s primary functionalities include building work flows in Kombea admin for all business scenarios handled in H&R Block call centers, constructing the flows to assist the agent in connecting to other applications of H&R Block that a customer may be facing an issue with, log the issues reported by customer if required, capture customer data and issue related data, report building etc. This tool is being used as the Customer Service product for H&R Block’s Emerald Card and Emerald Advance Cards.

Roles & Responsibilities:

Application Study and Business Analysis

System Appreciation Document preparation

Application flow development and Support, unit testing

Communicating with client and providing project status reports on a weekly basis

Mentoring and leading junior resources

Providing support and clarifications from onsite

Handling application PRD deployments at client site

Software Used: Kombea Protocal Admin, Kombea Protocal Agent, JSON JavaScript, MS Visio

APPLICATION MANAGEMENT SERVICES (AMS)

Duration: (MAR 2010 – APRIL 2013)

Project Description:

The AMS Project is a managed service agreement for H&R Block that includes application maintenance and development in a managed service environment where the scope of service includes Applications Seasonal Readiness Support, Tier 2 support, Enhancements, and Special requests. This model supports various applications namely CCC, ERMS, SCORE, OLSTI, FBS, PCCP, Retail Applications, DPro, STAR, TTI etc.

Whenever a new application gets added to AMS, it would go through certain predefined phases like due-diligence, requirement analysis, environment setups etc before the application is taken up for service. Once the application is into AMS, there would be different activities that need support like seasonal readiness, access requests, enhancements etc.

Roles & Responsibilities:

Application Study or Analysis

System Appreciation Document preparation

Applications production support or bug fixing

Requirements gathering and analysis

Work on minor or major enhancements

Unit testing and Documentation

Leading and mentoring junior resources

Configuration Controller of the project

Software Used: MS Visual Studio 2008,2010, ASP, ASP .Net, SQL Server, Oracle SQL Client, PostGreSQL, MS Team Foundation Server, CXO Studio, Informatica, Autosys server, Perl.

TAX ANSWERS

Duration: (OCT 2009 – FEB 2010)

Project Description:

Tax Answers is an IPhone application that was created with the intention of increasing the customer base of H&R Block. The application was created based on the Cocoa framework supported by Apple. This application has 4 modules: Ask, Find, Glossary and Quiz. “Ask” module lets users post tax related queries and get them answered by H&R Block tax professionals in 24 hours. “Find“module lets users search for tax offices by giving their zip code as input. Users could also check the directions after locating a tax office. “Glossary” module lets users browse or search tax terms and view their definitions. “Quiz” module lets users do small quizzes which includes randomly picked tax questions. Apart from this, the application has analytics implemented with the help of Google Analytics which helps in getting module hit counts, report creation etc.

The application was uploaded into the AppleStore and got approved by Apple. The application was rated number one in the free finance category during the 2010 tax season. The project was executed on Agile SCRUM Methodology.

Roles & Responsibilities:

Requirement Analysis

Web Service Design and Coding

Research on Google Analytics

Implement Google Analytics

Software Used: XCode and Objective C, MS Visual Studio 2008, WCF Service, Team Foundation Server, MS Office.

DIAMOND ESTIMATING SYSTEM

Duration: (MAY 2009 – AUG 2009)

Project Description:

Diamond Estimating System (DES) is a vehicle administration and service tool that is used to capture dealer and fleet information for Navistar. DES allows dealer and fleet personnel to create customer pay estimates that are precise, professional and consistent based on a truck’s VIN (Vehicle Identification Number).This system is also integrated with the existing system called ISIS (International Service Information Solutions), in which we have Vehicle Information, Service Information, Pricing list and so on.

The current Estimating system used by Navistar has several disadvantages like lack of Integration, Duplicate Logins, Security issues etc. The new Diamond Estimating system overcomes these limitations and well integrates with all other vehicle systems.

Roles & Responsibilities:

Module Analysis

UI Design and Coding

Test Case preparation

Unit Testing

Communicating with Client

Software Used: MS Visual Studio 2008, Oracle Client 10g, MS Office, SourceOffSite

CLINICAL OPS

Duration: (FEB 2009 – MAR 2009)

Project Description:

The purpose of this project is to consolidate business operations in the Clinical area of WellPoint by integrating current systems utilized in Legacy Anthem and Legacy WellPoint. The aim of this project is to integrate the existing applications in clinical operations such as Therapeutic Interchange (TI) portion of the Cost of Care (CoC), Medication Therapy Management Program(MTMP), Refill Reminder, and Retrospective Drug Utilization Review (RDUR) Quality of Care (QoC) Intervention into one web based application.

Roles & Responsibilities:

Analysis, Design, Coding, Review

Test Plan preparation

Unit Testing

Documentation

Software Used: SQL Server 2005 XE, MS Office, Oracle 9i Client, MS Visual Source Safe, MS Visual Studio 2005

HCL Technologies, Chennai, Tamil Nadu, India

Duration: July 2006– December 2008

DESIGNATION: Member Technical Staff

PHOENIX

Duration: (APR 2008 – NOV 2008)

Project Description:

Phoenix is a client-server application that provides a sophisticated call tracking, service level management, and asset management solution for Datawatch. The application is made up of a physical user interface and the underlying database.

The physical user interface consists of objects that can be customized in the Microsoft shell Designer. These objects include forms (.aspx file), speed searches (.aspx file), browses, tabs, indicators, and windows. The underlying database consists of tables and views that store asset and call information.

In Phoenix, forms are used to view and update the data in the underlying database. This data includes asset and call information that are mapped to specific tables or views in the database. Forms can be populated with standard and Service Portal objects. The saved forms are then accessed via web (intranet) by giving the URL of the form; the forms are retrieved directly from the DB (achieved by means of custom VirtualPathProvider).The retrieved form is just the plain .aspx file, all the data then is populated in the controls using the properties of the control set during the design of the page.

The population of the controls has several business functionalities and is done through a WCF service which provides a single function to do the operation based on the Actions set over it.

Roles & Responsibilities:

Design and Development of the flow of the call through various states using WWF.

Development of stored procedures to incorporate the whole SLT (Service Level Target) functionality, thus reducing the work totally on client side.

Design and Development of custom activities for WWF to avoid usage of code behind in workflows

Development of stored procedures, entities for persistence of the workflow (WWF) in Oracle.

Design and development of login module of the application.

Test case preparation for all modules.

Doing the High Level Design (HLD) document.

Regular interaction with the client to keep him informed about the activities in the project and refinement of requirements (for specific modules).

Software Used: Visual Studio .Net 2008, .net 3.5, C#, ASP.Net, SQL server 2005, Oracle, WCF, WWF

FACTORY AUTOMATION

Duration: (JAN 2008 – MAR 2008)

Project Description:

The factory automation application is a winforms application that is used to connect to equipments in a workstation and initialize them using the streams and functions defined using the SEMI standards. The equipments in the workstation are configured in an XML file.

Once the equipments are connected the status of the equipment and other variables are shown in the GUI. The data in the GUI gets updated periodically using XML.

The application is used for

Connecting to the equipments in the workstation.

Initializing the reports, alarms.

Starting/terminating the recipes, process programs.

Getting the status variables, reports, and alarms and displaying the relevant information in the GUI.

Roles & Responsibilities:

Studying and Understanding SEMI standards – E4, E5, E30, E37.

Understanding and developing call backs for COM components HCLSPI (E4, E5, E37) and HCLGEM (E30) used in the product development.

Testing the above components and generation of reports for Equipments GEM compliance using SIMQ (IP Product).

Design and development of the application to connect to equipment in fab and display the required details in GUI.

Preparation of test cases.

Leading a team of 3 members.

Software Used: Visual Studio .NET 2005 (C#. NET), XML, Winforms

GEN X

Duration: (MAY 2007 – DEC 2007)

Project Description:

GenX (Next Generation 300mm Strip and Cure platform) is a semiconductor manufacturing tool to support standard strip, advanced strip, and cure processes of Axcelis Technologies. Key components of this tool include wafer handling system, process modules and associated support equipments. A graphical user interface for the control system has been designed and developed to display all critical data relating to the tool’s operation and support production, service, and maintenance operations. The major screen sets of the GUI include Login, Jobs, System, Service, Maintenance, Recipe, Logging, Configuration and Alarms.

Roles & Responsibilities:

Understanding the requirements of the GUI to display all data related to the tool.

Designing the GUI screens.

Developing the GUI screens with VS 2005 controls and Infragistics controls.

Developing GUI functionalities using XML for communicating with server.

Testing and Bug Fixing.

Communicating with client daily.

Software Used: Visual Studio .NET 2005 (C#. NET), XML, VSTS, Winforms, Infragistics controls

OPC PRODUCT DEVELOPMENT

Duration: (DEC 2006 – APR 2007)

Project Description:

OPC [OLE for Process Control] defines a common set of interfaces for applications to retrieve data in the same format regardless of whether the data source is a PLC, DCS, gauge, analyzer or anything else.

The purpose of the project was to gain knowledge in the OPC specifications and to design and develop an OPC client that could be integrated with OPC Simulation Servers available from leading vendors like Matrikon, Iconics, Advosol, so that the application could be produced as a demo to the Client.

The OPC Client developed is an integrated one that does the functionality of OPC Data Access, OPC Alarms and Events and OPC Historical Data Access. The Client also provides a feature for monitoring the value changes in OPC DA in chart format.

OPC UA (Unified Architecture) is an extension to OPC. It provides a Unified Object Model, which combines Data Access, Alarms & Events, and Historical Data Access etc. into one consistent System.

Roles & Responsibilities:

Studying and Understanding the OPC and OPC-UA Specifications

Designing separate Client Applications using Winforms .NET for different specifications.

Designing and developing an integrated OPC Client User Interface, combining the separate applications.

Testing the Client with Simulation Servers.

Understanding the requirement of the OPC-UA Server.

Understanding the basic features of WCF.

Designing the Address Space of the Server using XML.

Designing the User Interface for the OPC UA Client.

Development of the Server.

Testing the Client with the developed Server.

Software Used: Visual Studio .NET 2003, 2005 (C#. NET), Win Forms, WCF, XML

EDUCATION, TRAINING & CERTIFICATIONS

Certificate of Completion on ‘Mastering the Business Analysis Process Over the SDLC’ by Nobleinc.

Completed Kana Enterprise Online CRM training provided by Kana Software Inc.

Completed Kana Enterprise CRM Business Administration training provided by Kana Software Inc.

Completed Leadership training ‘DRIVE’ provided by UST Global.

Completed ‘New Manager Program’, provided by UST Global.

Training on ‘Preparing Client Relationship’ by UST Global.

Training on Oracle PL/SQL by UST Global.

Training in C# .Net and ASP .Net in HCL Technologies.

Training in Windows Workflow Foundation (WWF) in HCL Technologies.

Bachelor of Technology in Information Technology from Government Engineering College (Kerala University), Barton Hill, Trivandrum (77%).

Plus Two from Government Model Higher Secondary School for Girls, Pattom, Trivandrum (83%).

SSLC from Al-Uthuman English Medium Higher Secondary School, Kazhakuttom, Trivandrum (91%).

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