Navaneetha Krishnan P.

No *, Tansi Nagar,

**th street, Velacherry

Chennai -42

E-Mail: ac3h9x@r.postjobfree.com

Mobile: 91-784*******

Career Objective

To lead a successful professional life through right attitude, hard work, continuous learning and giving my best to the organization.

Professional Summary

Over 5.4 years of experience in Cisco VXML application development, testing, implementation, troubleshooting, bugs fixing, maintenance and doing changes and integration in the existing applications.

Experience in VXML application development using Core Java, CVP API using Call Studio IDE.

Experience in Http, Web Service and hosts or services integrations in VXML applications.

Experience in creating both ICM and CVP Scripting.

Having experience in Cisco IPCC hosted Contact Center Platform, UCCE, UCCX, CISCO CUBE, CUCM, ICM 9.0, PG, HDS DB, AWDB, ACD, CSD/CSD, CIM Email/Chat, ICM/IVR Scripting & troubleshooting, SQL server 2005 and Windows server 2003

Extensive experience in the support of Contact Center components (Handling Voice Gateways, CVP, CUCM, ICM and database Call Manager, VOIP, Application Networking, SIP, IP telephony, Unity Voicemail and Unity connection).

Design, implementation, ongoing management and troubleshooting of Cisco Unified Communications Systems, including Call Manager / Unified Communications Manager 9.x and Cisco Unity.

Experience in creating both ICM and CVP Scripting application development, testing, implementation, troubleshooting, bugs fixing, maintenance and doing changes and integration in the existing applications.

Ability to adapt quickly to new environments and technologies.

Ability to work in a team environment, along with an ability to manage one’s own task, lead the team and deliver on goals.

Good Knowledge in ticketing tools like Symphony and Issuetrak.

Technical Competencies

Languages: Java, XML

Tools: Cisco Call Studio, Eclipse

Cisco IPCC Products: Cisco Unified Communication Manager, Voice Gateways, Customer Voice Portal, ICM Components like PG, Router, logger, AWHDS and CUIC reports.

Voice Protocols: MGCP, SIP, RTP, SCCP

Switching Protocols: STP, VTP, RSTP, MSTP

Database: Mysql.

Web Servers: Apache Tomcat, WebLogic 12c

Version Control Tool: SVN

Education and Certification

SSLC from Sri Vidya Mandir.Hr.Sec. School,Thirukoilur in 2006 with aggregate of 75.20%

Higher Secondary from St.Joseph. Hr. Sec. School,Cuddalore. in 2008 with aggregate of 73.80%

B. Tech IT from IFET College Of Engineering,Villupuram in 2012 with aggregate of 72.00%

Professional Experience

Working as a Senior Engineer in Servion Global Solutions from 7th-June-2012 to till date.

Project details

Title : KBank

Client : Kotak Mahindra Bank

IDE : Cisco Call Studio

Role : Development, Testing, Implementation

Project Location : Servion, Chennai

Description:

This IVR solution is for KBank customers and the application works in 5 languages. IVR system has been developed using Java technology. Call will reach CVP VXML Server from ICM. Call will reach respective IVR application in the CVP VXML server based on the IVR toll free number given by the bank. Caller will be validated initially based on the Materialized Views and tables to identify whether the caller is Privy customer or not. If caller is identified as a Privy customer, then IVR provide menu option to transfer directly to agent or to continue the IVR. Post validation, caller will be given with main menu to choose the respective functionality and they can validate in IVR itself by using CRN/TPIN, CC/CCPIN, DC/DCPIN. Third party host integrations are done via HTTP, Web Services and DB for customized and optimized IVR flow. If the caller opted of agent transfer, then call will be transferred to agent based on the respective skills. All call details will be framed in XML and it will be send to DB server which in turn will store all details in the IVR reporting database.

Title : Sundirect

Client : Sundirect DTH services

IDE : Cisco Call Studio

Role : Development, Testing, Implementation

Project Location : Servion, Chennai

Description:

This IVR solution is for the Sundirect DTH customers. Sundirect IVR interacts with customer through inbound process. IVR (Integrated Voice response) Application is integrated with CISCO telephonic services. The major functionalities of this project are: Customers can call to the IVR toll free number given by Sundirect DTH services and go through the IVR menus. We have separate flow for Dealers and Distributors, SD and HD callers. Customer will be requested to enter the Smartcard number in IVR for validation.

Title : NIB IVR

Client : Noor Islamic Bank

IDE : Cisco Call Studio

Role : Development, Testing, Implementation

Project Location : Servion, Chennai

Description:

This IVR solution is for Noor bank customers and the application works in 2 languages., and we have two set of customers (Corporate and Banking) and they are separated based on their account numbers. Third party host integrations are done via HTTP, Web Services and DB for customized and optimized IVR flow. All call details will be framed in XML and it will be send to MQ server which in turn will store all details in the IVR reporting database.

Title : Sterling Infosystems

Client : Sterling Infosystems and Sterling Backcheck

IDE : Cisco Call Studio

Role : Development, Testing, Implementation

Project Location : Servion, Chennai

Description:

This IVR solution is for the Sterling Infosystems and Sterling Backcheck. The design of the application is bisected into two main line flows as Sterling Infosystems and Sterling Backcheck. Sterling application changes are based on clients which keeps increasing in number on daily basis. Each client of sterling will be assigned with a dedicated Client Code through which the IVR treatment is provided. This application is developed on a complete dynamic environment with effective Java code that overrides the Call Studio Application flow element configurations.

Title : Air India Interim IVR.

Client : Sutherland Global Solutions Ltd

IDE : UCCX Editor 9.0

Role : Development, Testing, Implementation

Project Location : Servion, Chennai

Description:

IVR development for Air India. Simple IVR treatment will be given to the callers to route the calls to the correct agents. Reports has been provided to the client to know the caller’s selection in the IVR for both domestic and International customers.

Title : Etihad IVR revamp

Client : Sutherland Global Solutions Ltd

IDE : Cisco Call Studio

Role : Development, Testing, Implementation

Project Location : Servion, Chennai

Description:

This IVR solution is for Etihad Customers. In this application caller will come through single dedicated DNIS from MSC. Simple IVR treatment will be given to the callers to route the calls to the respective agents.

Title : Fareportal

Client : Fareportal

IDE : Cisco Call Studio

Role : Development, Testing, Implementation

Project Location : Servion, Chennai

Description:

This IVR solution is for Fareportal customers in US and UK. In this application caller will provided with three set of flow i.e. Main flow, New Booking and Existing booking. Caller can validate the IVR using their booking number or the Mobile number from which the booking is made. Flow designed as third party host integrations are done via HTTP, Web Services and DB for customized and optimized IVR flow.

Personal Profile

Fathers Name : Paramaguru B.

Mothers Name : Valli P.

D. O. B. : 5th July, 1990

Languages Known : English, Tamil

Pan Card : AQLPN7482Q

Passport : L3790922

(Navaneetha Krishnan P.)

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