Sign in

Project Customer Service

Alpharetta, Georgia, United States
January 30, 2018

Contact this candidate

**+ years of total IT industry experience with wide range of skills and performed different roles - Technical Lead, Sr. Developer, Architect.

• Proven track of working with N-tier applications and in all the layers of application in front end, middle ware and back end layers. Worked in all phases of SDLC - Proof of Concept, Estimation, requirement clarification, system analysis, solution the business problem, architect, design, code, technical review, functional and system test, implementation, and maintenance, debug and troubleshooting and production support activities.

• Having excellent communication, co-ordination and client handling skills and had experience of leading a team, mentoring, planning, scheduling, delegating, monitoring and control with high motivation.

• Faster adaptability, interested to learn and explore new tools, technology, environment and frameworks. Excellent analytical, problem-solving and business understanding skills

• Extensively used different Java/J2EE Technologies and Java based frameworks like Spring, Spring Boot, Hibernate, Struts 1.x/2.x. J2EE technologies like JSP, Servlets, JAX-WS, JAX-RS, JMS, JDBC, JPA, JSF, EJB etc. Worked with application servers like Oracle Weblogic, Apache Tomcat, IBM WebSphere and Oracle 9iAS, with databases like Oracle DB, SQL Server and DB2.

• Experience and knowledge in working with integration of different applications using technologies like XML, JSON, JMS, SOAP and REST Web Services, SOA. Exposure to middleware tools of Tibco and IBM.

• Very good knowledge and understanding on microservices based architecture, design and Spring Cloud.

• Strong Knowledge and experience of UI Design and JavaScript libraries and technologies like HTML5, CSS3, AJAX, JSON, jQuery etc. and good knowledge in AngularJS, Angular 2, Node.js etc. for support of different desktop, mobile and tablet devices and multiple browsers.

• Strong Object Oriented Programming and development experience and knowledge with Java/J2EE design patterns and OOAD methodologies and Unified Modeling Language.

• Certified Scrum Master with experience in working in Agile Scrum and Waterfall methodologies. Implementation with practice of CMM level 5 and ISO: 9001 Quality Standards and experience in working in on-shore/off-shore environment.

• Experience in working in Web, Mobile, B2B, e-Commerce and BPM (Work flow based) application.

• Good knowledge on Enterprise Architecture and TOGAF (The Open Group Architecture Framework).

• Having experience in product customization projects, Experience in working with IBM Sterling Commerce Fulfillment Suite 9.0.

• Experience of working on Insurance, Finance, Retail, Supply Chain, Telecom, Healthcare, Manufacturing domains with fortune 500 companies and clients world-wide.

• Well aware of Project management practices and key process areas and experience in Project management areas.



Bachelor of Engineering (Electrical), BVM Engineering College, Sardar Patel University, India (2000)

Master in Computer Application (Distinction - 2003), Gujarat University, India

Post Graduate Diploma in Management (specialization - Operations Mgmt.) IGNOU (Correspondence Course - 2004), India


Certified Scrum Master (CSM), Scrum Alliance

Sun Certified Web Component Developer for Java Platform JEE 5(SCWCD).

Sun Certified Programmer for Java 2 platform 1.4 (SCJP)

Brainbench Certification in Java 2 Fundamentals, Object Oriented Concepts and

J2EE 1.4

Training Attended:

Attended TOGAF Training (The Open Group Architecture Framework) by Enterprise Architecture Consultancy and TOGAF partner at Cognizant

Attended Training on Oracle Web Logic Application Server at Cognizant

Attended PMI – PMP Certification 35 PDU Training organized by PMI Certified institute.

Agile Certified Scrum Master Training from Scrum Alliance

IBM Sterling Commerce Suite 9.0 (Supply Chain Management Product -Multiple products Sterling - Web Channel, Business Center, SMCFS -Foundation and Call Center) by IBM Sterling Commerce.

Internal Training on Struts, Hibernate, XML, Estimation, Software Quality and Processes, Technical Leadership, soft skills and many more.

Full-time Project Trainee at Patni Computer System (now iGate -Patni) from Feb 2003 to June 2003

Hardware and Software Environment:

Operating Systems : Unix, Linux, Microsoft Windows, MS-DOS.

Products Tools : Eclipse, MyEclipse, JDeveloper, RSA, RAD, WSAD, IBM Rational Tools

(Rational Portfolio Manager, Requisite Pro, Clear Quest), MS Office, MS Visio, CVS, VSS, SubVersion, Visual Interdev, MS Front Page 2000, TOAD, SQL Developer, Aqua Data Studio 4.0, DB Visualizer 4.3.5, Squirrel SQL Client, SoupUI, Postman, Tibco iProcess, EMS, IBM MQ, IBM Message Broker.

Process Tools : Agile tools like VersionOne and Rally, Remedy (Defect Tracking), HP ALM QC, Rational Solution for Collaborative Lifecycle Management, Jira etc.

Application Servers : Oracle Weblogic 9.2/10.3 (11g), IBM WebSphere, OC4J (Oracle 9iAS Instance), Apache Tomcat, IIS Server.

Software/Technologies : Java, JSP, Servlets, JSF, EJB, Spring framework, Spring Boot, Spring Cloud, Hibernate, Struts, MyBatis, Spring MVC, JDBC, SOAP and REST Web Services, Axis, Apache CXF, Java Security, SSO, SAML, Microservices, RDBMS, SQL, Database functions, PL/SQL, HTML5, CSS3, Bootstrap, JavaScript, Ajax, JSON, XML, jQuery, Ext JS, AngularJS, ReactJS, NodeJS, Chrome DevTools, Firebug, DocuSign, Jenkins, DevOps, Cloud Migration, AWS, Log4j, Junit, C, C++, ASP, Swings, VB, VBScript, Build tools – Maven, Ant, Shell Script, Code Analysis Tools, Automated Testing/Security Testing.

Databases : Oracle DB, Sybase, Microsoft SQL Server, IBM DB2, MongoDB.


Project Experience Highlights:

Current Employer: Sure Tech Services Inc. (as Senior Programmer Analyst),

US (Sept. 2015 till date)

Organization: Sr. Developer/Architect (AT & T Contractor).

Project Name: Order Track, Device Life Cycle and ARAM (Multiple Applications/Projects)

Order Track (OT) is used by Customer Service to provide the order status and order details to end users about their Orders. OrderTrack and Customer Service person can send the invoices or order shipping details via responsive emails and SMS to customers. It provided different statistics and metrics of user clicks of different URLs in email/sms.

Device Lifecycle Management (DLC) is an application that was developed to track the lifecycle of Devices. Tracking of events starts from the time the device is shipped from the manufacturer to AT&T's National Distribution Center. Activation, de-activation and network related activities are tracked.

ARMA (or ARAM) is for the Replacement of the Devices. The Claims are created for the devices replacement which has any problems or defects. The claims are created with replacement devices options and it is being tracked in the application. The replacement order is submitted to external applications.

Duration: Sept 2015 to Nov 2017.

Technology : Java, JSP, Servlet, Struts, EJB, Design Patterns, J2EE (JEE), XML, JSON, JMS, Web Services (SOAP and REST), SOA, SQL, PL/SQL, Spring, HTML5, CSS3, Adaptive/Responsive Web Design/Email Templates, Dojo toolkit, JavaScript, UNIX/LINUX, Apache Ant, Shell Scripting, Apache Velocity, ALM HP Quality Center, Oracle DB, Oracle Weblogic Application Server, Evolus Pencil, TOAD Client, JDBC, MyBatis (iBatis), Hibernate, JMS, SVN, SSO, SAML, Junit, Log4j, Postman, Oauth, Informatica ETL tools.

Role : Architect / Sr. Developer

Responsibilities :

• Understand and analyze new business requirements, solution the functional requirements, preparing the High Level Technical Design, Application Interface Design, Coding, technical reviews, Functional and Integration Testing.

• Working on the new requirements (Epic and stories), discussing system requirements with Business and Principal architects.

• As needed, analyzing, debugging and researching the application for understanding the existing functions and technical details of current implementation.

• Functionally and Technically leading the solution of the requirements, delivery of the particular enhancements/project. Explaining and presenting the requirements and design to different teams for review, coding, writing Junit Tests, reviewing the development work and ensuring the different milestones are achieved.

• Making sure the authentication and authorization is established at web layer and business layer and security guidelines are followed. Making sure the developed code is as per the standard and pass the Code Analysis/Security Tools testing.

• Preparing web responsive email templates which supports web, iOS and Android mobile and tablet devices.

• Coordinating and working with the different external and interfacing team involved for the project, different development team with different vendors, updating the status to project manager and senior technical director.

• Responsible for working on testing plan and preparing test cases and executing the functional/Integration system testing from delivery perspective.

• Coordinating and helping for the proper data set up for testing, integration and end to end system testing and user acceptance testing with data setup teams, testing team and development team.

• Supporting in the release management and production implementation and post production validation activities and production support as required.

Organization : Sr. Developer / Technical Lead / Architect – multiple roles

Cognizant Technology Solutions (Manager - Projects), US (Oct. 2011 to Sept 2015)

Project Name: Wise Life (Wise Life System).

WISE Life is an Image and Workflow System that is used for frontend or backend image and workflow processing for the Retail Life and Employee Benefit business. It’s currently an internal facing application running on the ING intranet with services being exposed to external application. It is based on ING IA3 Image and Workflow reference architecture. IA3 follows J2EE specification (Java, JSP, Servlets, Struts, EJB, Design Patterns, Web Services, Web Logic Application Server etc.). The project has been made for leading Insurance Company of USA.

Duration: Feb 2013 to Sept 2015.

Technology: Java, JSP, Servlet, Struts, HTML, CSS, JavaScript, Ajax, EJB, Design Patterns, Web Services, Ant, Tibco iProcess Server (Workflow Engine), Tibco BW, Kofax Capture, Microsoft VB/.Net, DB2, Oracle DB and Weblogic as Application Server, Jasper Reports, Log4j, Junit, VersionOne – Agile tool, Oracle Hyperion, Business Objects Reports, DocuSign, Oracle IPM, Kofax Capture, MS Visio.

Role: Sr. Developer/ Development Tech Lead.


• Working with Agile Methodology, working on the new stories with Business Analyst (with help of Product Owner) and translating it into technical solution, Design, coding for the stories, writing Junit Tests and unit and integration testing of it.

• Using the Unified Modified Language for documenting the design specification that includes Use Cases, Class diagrams, Sequence diagram, flow charts, architecture diagrams etc.

• Participating in all the agile processes from sizing, prioritizing, Sprint planning, volunteering for the tasks, daily scrum and agile retrospective.

• Coordinating with the different external and back end team involved for the project, off shore or on shore development team with different vendors, updating the status to project manager and client about the technical development and status of the project.

• Design the proper authentication (mutual authentication) and security for all the external interfaces outside of the ING network.

• Additionally, working on other enterprise projects (waterfall), reviewing the project plan from technical perspective, working on requirements, design, coding and testing.

• Working with Release Management team for Production release, part of the technical support and validation for implementation activities.

• Responsible for reviewing delivery plan, development team coding plan, testing plan and test cases from delivery perspective.

• Executing integration/system testing, co-ordinating data set up, code reviews, coding, helping developers in coding/implementation. Debugging and exploring the application for understanding the existing flow/details.

• Researching the some existing application modules and compiling and preparing the documentation of the wise system for future use of technical team.

• Helping to track the defects, debugging and troubleshooting issues and helping to resolve the production support tickets and adherence to SLA.

Project Name :OPUS One Point Universal Sale (Multiple Applications/Projects).

It is AT & T OPUS Suite of Applications for selling the AT & T services and different products in AT & T stores across USA by sales representatives. It has multiple applications running like OPUS Web, OPUS Mobile (iPad), OPUS Lite (iPhone and Android), Welcome Center (LCD Monitors) and Express SelfServe Kiosk application (ESK). OPUS Web – New Order Placement, different AT & T offers, Customer profile, billing etc.

ESK – Customer/End user can log in into kiosk machine and check his account details and usage for different lines, payment, update profile, different kind of enrollments like auto pay, go green etc., check upgrade options/offers, phone support with register lost/stolen options.

OPUS Web/Opus Mobile/Opus Lite Area on multiple enhancements, DirectTV Services, integration with Flipswap (external application to give credit for old devices if user purchases new device/upgrade) and Welcome Center – Customer Queue area.

Duration : Oct 2011 to Jan 2013.

Technology : Java, JSP, Servlet, HTML, CSS, JavaScript, jQuery, Ajax, Struts, EJB, Design Patterns, Web Services, Maven, iOS Platform (Objective C), Java - Android, with Oracle DB and Weblogic Application Server, legacy and Telegence billing systems.

Role : Technical Lead (Designer/Architect).

The project has been made for AT & T, USA.

Responsibilities :

• Working on multiple projects and multiple enhancements for different releases.

• Working on the new requirements, discussing system requirements with Business/functional team and preparing the High Level design, application interface and detailed design documents. Doing the proof of concept when necessary.

• Making sure the design according to the security guidelines and it is being implemented.

• Explaining the requirements and design to developer, reviewing the code and ensuring the different milestones are achieved.

• Ensuring the developed code is as per the Java standard and pass Code Analysis and Security Testing Tools.

• Making sure the UI changes is attractive and as expected by business for iPhone, iPad and Android Mobile as required.

• Coordinating with the different external and back end team involved for the project, off shore or on shore development team with different venders, updating the status to project manager and client about the technical development and status of the project.

• Performing the testing for the changes. Also, responsible for coordinating for the proper data set up for testing, unit, integration/system and user acceptance testing with data setup teams, QA team and development team.

• Making sure the client specified AT & T IT UP Process is followed and we are compliant to the same.

• Responsible for reviewing delivery plan, development team coding plan, testing plan and test cases from delivery perspective.

• Executing integration/system testing, code reviews, coding, helping developers in coding/implementation. Debugging and exploring the application for understanding the existing flow/details.

• Also, helping to track the defects, and helping to resolve the production support tickets and adherence to SLA.

Organization : Java/J2EE Technical Team Lead/Module Lead,

Mphasis an HP Company, USA & India (Oct. 2007 to Oct. 2011)

Project Name: NextGen Project (Multiple Projects in NG).

NextGen is B2B e-commerce Application for Xpedx, It is a Distributed Order Management system, includes the functionality of User authorization, approval, Catalog, Shopping cart, Order Placement,/Update, My Item List, Call Center application and integration with different legacy system.

This application was developed using IBM Sterling Commerce Suite (Sterling 9.0).

Reports being prepared from SAP Business Objects and its front end need to be developed using BO Java SDK and to be integrated with IBM Sterling Web Channel.

It using the IBM Sterling 9.0 suite products developed on Java, JEE specification.

Duration: August 2010 to Oct 2011.

Technology : Java, JavaScript, Ext JS, Ajax, JSP, Servlet, Struts 2.0, JMS, XML, JSON, Web Services, IBM Sterling Suite of Products (Web Channel, Business Center, Call Center and SMCFS - fulfillment products), Eclipse 3.2, Web Logic Application Server, Weblogic 10.3 & Oracle 11g, Business Objects, Business Objects Java SDK, Tomcat.

Role: Module Lead / Senior Developer.

The project has been made for Xpedx, (International Paper) Company, USA.

Responsibilities :

• Working on the new requirements, discussing requirements with client, estimating, analyzing, designing, coding and testing, primarily worked on Catalog Module, Order Placement Modules.

• Working with and co-ordaining with off shore, the required activities, clarification and work delegation to off shore.

• Worked on the Integration of UI wireframes with Struts/JSP/Servlet and changed the complete application look and feel with UI Designer team.

• Initially, worked on Product Installation at off shore.

• Working on Jira Issues (developing new requirements / changes in requirements and bugs in developed modules) and its testing of the issues.

• Working as part of development team as senior member, understanding and learning the Sterling product / client business and customization of Sterling product for Xpedx business.

• Attended Sterling 9.0 product training and learning / self-exploring of different components like Sterling Web Channel, SMCFS, Sterling business center and COM.

Reporting Project.

• Leading the Project Technical research, responsible for conducting Proof of Concepts for Business Object Java SDK for Web Intelligence report and Crystal Reports rendering and integration with Sterling product (Sterling Web Channel).

• According to POC conducted the demo for customer and management for finalizing the correct approach from different options, checking feasibility and integration issues with Sterling application.

• Working with SAP BO Consultants to find the resolution of the technical issues or problems.

• Responsible for clarifying the requirements, preparing requirement Understanding documents.

• Estimation for the effort and preparing the Design document according to the POC.

• Help and guide to the new members / freshers’ about POC, design, and coding for the application.

Project Name: (1) MySymantec Application.

(2) PKM (Performance Knowledge Management)

Duration: Oct. 2007 to July 2010

Technology: Java, JSP, Servlet, Struts, Hibernate, JavaScript, Ajax (DWR Library), Spring (DI), Eclipse 3.2, Oracle 9i, WAS 6.0.2, Perforce V4, Team Site, Apache Velocity, UML (ArgoUML), SAML, SSO, Java Security, Java Keytool, Java/J2EE Design pattern, Web Logic.

Role: Team Leader/Technical Leader(MySymantec) / Sr. Developer (PKM).

Description: My Symantec (B2B application) application offers the licensing (buying) program to

the Customers (to Organizations with USD 10M+), in which customers can enroll with the program called rewards agreement, by accepting the terms and conditions. It supports 12 different languages. It has Symantec Administration Module (SAM Module) and SymAccount Module, which is Single Sign On (SSO) Solution as a second part of application and many other applications use this SSO solution for authentication purpose. It was later migrated to SAML. The project has been made for Symantec Corporation, USA.

PKM is a Performance Knowledge Management, it has three modules application. (1) Customer Survey Analytics Module (CSAM) (2) Issue List (3) Warranty Analytics Module - Application for analyzing warranty claim records recorded in the Warranty system, in terms of Trends and Verbatim. The data source is the GM Warranty system. The project has been made for General Motors, USA.

Responsibilities :

• Worked Working as technical/team leader for application responsible for Development and Enhancement Activities of the existing application.

• During the time with the project I executed three MER releases and one new project having three releases subsequent as team/technical lead.

• Understanding the new requirements, analyzing and estimating the changes.

• Proposing and preparing the technical specification using UML (Class Diagram, Sequence diagram, Activity diagram, Flow chart etc.) for the suggested changes and preparing the unit/integration test specification. Doing Proof of Concept for the technical solution, where required.

• Plan and train the new people and explain the framework and technical flow of the application.

• Handling a team and delegating, controlling and monitoring the work and schedule and responsible for the development and enhancement releases from technical perspective.

• Working as team lead responsible for preparing the Project related documents and management reporting documents.

• Programming and testing for the suggested solution, supporting in UAT, involved in the release plan, migration activity (with RTP team) and post production validation/warranty support.

• Also, additionally where required, helping the production support as an additional responsibility, Responsible for understanding customer queries/defects and after analyzing the same preparing and responding to the customer with proper clarification.

• Involved in Bug/Defect Fixing, debugging and troubleshooting the production issue for the support related activities.

• Help and guide to the new members / fresher about design, architecture, business and bug fixing and analysis.

PKM – Project

• Worked as Senior Developer responsible for module Warranty (small application).

• Responsible for estimate for the Warranty design, coding and testing.

• Responsible for preparing mock ups (Screen prototypes) from System Requirement Specification (SRS) with the help of UI designer and customer feedback.

• Prepared technical design documents according to SRS using UML Class, Sequence diagrams and Java/J2EE design patterns.

• Programming according to the framework that is writing struts classes, business delegate, DAO and complex queries for reports/searches.

• Prepare unit test case and executed it, and involved in integration testing.

• Involved in project CMMI review and interview from EDS USA.

Organization : Senior Developer (Java/J2EE),

IBM India Pvt. Ltd, India (Oct. 2005 to Oct. 2007)

7). Projects Name : (1) Webshop (12 months)

(2) SPECS - Specialty Pharmacy Electronic Claims System (12 months)

Duration : 24 months

Technology : Java, Struts, Portlets, JavaScript, EJB 2.1, Hibernate 3.1.1, RSA 6.0 (Rational Software Architecture), DB2 8.0(Aqua Data Studio 4.0 / DB Visualizer/Squirrel Client), XML/XSLT, WebSphere MQ, WebSphere Message Broker, TCF Framework (Similar to Struts), JavaScript, Ajax, EJB 2.0, WebSphere 5.2.1, WSAD 5.2.1.

Role : Sr. Application Developer

Description : (1) Webshop is a product based application includes structure management, catalog, order processing and its management, subscription management, approval, authorization and Invoicing modules.

It has been developed with Portlets as front-end (WebShpere Portal Server), EJBs as Middleware (WebSphere Application Server), Hibernate for Data Layer and DB2 as Database includes Data Model and PL/SQL procedures. It is also using WehSphere Broker Integrator for interacting with the different systems.

My work is on base components (Delegate and Abstract classes), Middle layer (EJBs), Persistence Layer (Hibernate) and Database Structure.

(2) SPECS project has mainly 4 modules. Admissions, Pharmacy, Reimbursement and Contract & Pricing.

Pharmacy Module: This module deals with the collection of data and information about the participant. It is divided into following sub modules: Rx Management, Participant Contact and Order fulfillment.

Rx Management: I worked on RxTransfer, Split Order, Future Order, Reship, Rx Entry and its different background processes. The system is developed using client specified TCF framework in front end and service oriented architecture having 7 different layers. I.e. it uses different J2EE design patterns and every Bean or POJO class is deployed as different service. This was completely new development project. The project is made for Caremark Inc, USA.


• Working as Sr. Developer/Technical team leader, independently responsible for core business components.

• Responsible for communication with client on defects or any technical/business related issues/questions of my components, also involved in SPOC (Single Point of Contact) Activities for project from India.

• Responsible for estimation of my modules, understanding and explaining new changes/requirements related to my components to other team members and co-ordinate for the same.

• Responsible for Technical changes in Base Components for the Webshop which includes delegate generator, abstract Classes and Plug-in component.

• Responsible for analyzing defects, providing solution, coding and integrated testing for the same, mainly coding includes changes at the middle layer in Base components, EJBs, Hibernate (Persistence) Layer and Database structure.

• Responsible for any future enhancements to the current base component, plug-in component or any new business requirement to my components.

• As a Team Leader responsible for handling a team of five team members, Also, helping in project initiative activities like OPAL (On demand Process Library), RPM (Rational Portfolio Manager) processes and other team related activities in India.

• Developed reusable tasks and DAO, including writing complex queries for the business requirement.

• Developed completely new functions and background processes for RxTransfer, Split Order, Future Order, Reship, Rx Entry.c

• Help and guide to the other team members about design, architecture, business and bug fixing and analysis.

• Involved in Unit testing and Integrated testing and supporting UAT.

Organization : Consultant (Software Professional),

Atelier Consultants (now SPEC India), India (July 2003 to Oct. 2005)

9). Projects Name : (1) New Organized Trade System (NOTS),

(2) Helpdesk Tool

(3) Direct Sales Warehousing (DSW) and related Interfaces

Duration : July 2003 to Sept. 2005 (27 months)

Technology : Java, Swings, EJB, OC4J, 9iAS, Oracle 9i, JavaScript, HTML, ASP, XML, XSL, SOAP, EJB, OC4J

Role : Software Engineer (Consultant)

Description : NOTS and DWS – These applications includes different areas like order entry, order management, Order Process control and monitoring, route engineering, distribution, delivery management of generated orders, Process integration with external logistics providers (Third Party Logistics), billing and reporting (Process reporting and summary reports). It has numbers of interfaces to different systems like Inventory, Billing etc. There is an EDI interface developed in PL/SQL.

The applications are implemented in MVC and J2EE Architecture for front and middle tier and Oracle as a backend. It has numbers of interfaces linked to different systems like EDI, HHC, Inventory, 3PL and Billing etc.

Helpdesk is a web-based defect tracing tool, which helps to implement the support process for the maintenance and support projects. This projects uses ASP in front end, web services and J2EE in back end with oracle database.

The projects are developed for PepsiCo, Europe.

Responsibilities • Understanding and clarification of business requirements.

• Analyzing and preparing Technical Design Documents.

• Development & programming for different classes for MVC Architecture.

• Programming for Session Beans and writing complex queries for business requirement.

• Preparing Test Cases, Unit Testing and Integrated Testing.

• Co-ordination, Communication and delegation of the work to the team members for the given responsibility of the modules.

• Help and guide to the other new team members about business, design and architecture.

• Business and technical analysis of the issues/changes during support and enhancement of the project after implementation.

• Implementing the same issues/changes for the business.

• Programming for interfaces in PL/SQL (writing procedures/functions/triggers).

• Generating reports as per requirement in Java.

• Maintenance, support and enhancement of the system.

Personal Details

Name : Ritesh H Shah

Contact Number : 732-***-****.

Email id :

Current Location : Alpharetta, GA - 30005.

Contact this candidate