Service Computer Science

Divya. V

Contact: ***/***-****

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

Summary

Total experience of 6+Years which includes primary focus on design and implementation of PEGARULES Process Commander (PRPC). Design and development of Business Process Management (BPM) and Business Rules Engines (BRE) applications

Expertise areas

Debugging and Code review of PRPC using TRACER, Clipboard, PAL and Rules Inspector.

Proven knowledge in integrating external services using Connector Rules and using various JSP/HTML rules while quickly developing User Interfaces.

Core Skills in PEGA :

Involved in defining Class Structure and Hierarchy based on Pega practiced guardrails.

Developed Properties, Decision Rules, Declarative Rules, When Condition, Process Flow and User Interfaces like Harness & Section.

Implemented various Activities, used OOTB Methods and Functions.

Implemented notification tasks using Correspondence and Decision rules.

Expertise in Decision, Process, Technical, SysAdmin Categories of rules.

Expertise in developing User Interfaces, screen layouts using, Harness, Section, JSP’s and HTML.

Expertise in Report creation and Generation.

Experience with PRPC case management system.

Worked on SMA, DCO, Agents, SLA, User Interface rules.

Created Product, Patch and Deployed into QA, UAT and PROD envy’s

Methodologies

Experience in different like Waterfall, Agile (SCRUM) design methodologies.

Experience in various phases of SDLC like System Analysis, Design, Development, Unit Testing, Deployment and Support of Enterprise applications

Knowledge Areas

PEGA Rules Data base.

RDBMS technologies like Oracle, SQL, PL/SQL, and MS-SQL.

Used Connectors like SOAP, SQL, Java, and service like SOAP and File Listeners to integrate PRPC with external systems.

Interpersonal Skills

Working with various stakeholders (EndUsers, Business Analysts and Technical Team) in gathering requirements and provided draft flows and UI mockups as per the specifications delivered by Business Architects.

Excellent Team player abilities

Certifications

Certified PEGA System Architect.

Education:

Masters in Computer Science, Silicon Valley University.

Bachelors in Computer Science (JNTUH).

Technical Skills

Operating Systems

Windows 95/98/NT/XP/Vista

Languages

C, C++,PL/SQL

Web Technologies

J2EE, HTML, CSS, XML, Servlets, JSP, WSDL and Web Services

BPM Tools

PEGA PRPC v7.1, v6.2 SP1,SP2, v6.1, v5.5.

Application Server

WebSphere, Apache Tomcat, BEA WebLogic

Database

MySQL, Oracle and SQL Server

IDEs

Eclipse 2.0/3.0, RAD

Modeling Tools

Microsoft Vision 2003 Professional, UML(Rational Rose)

Professional Experience

Client: Avaya, Miami, FL

System Developer (PEGA) August 2016 - Till Date

Avaya provides solutions across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance.

Project : CCE ( Contact Center Efficiency )

Improve scheduling with holistic real-time and historical forecasts. Leverage Omni-channel self-service, callbacks, and outbound capabilities to mitigate inbound calls and cost of service. Optimize use of your resources using the latest in voice and multichannel routing and resource matching solutions. Improve agents’ visibility and engagement by streamlining call routing strategies and delivering call context to the desktop. Quickly identify and close gaps in agent skills and training with advanced analytics, automated coaching.

Role/Responsibilities:

Analyzing and understanding the specifications provided by the Business analyst.

Involved in analyzing the root cause and debugging the issues to fix the defects.

Created High Level Class structure, Workflows and Rule sets in PEGA PRPC using Out of Box rules to meet the high level business requirements during DCO sessions.

Created the business process flows and flow actions in PRPC as per the specifications delivered by the BA.

Implementation of Decision tables, Decision Map-Values and Declarative expressions to meet the business requirement.

Defining Harness and section rules as a part of UI implementation.

Created properties and data models for the classes.

Created Report Definitions for reporting purposes.

Involved in PRPC upgrade to 7.1 by following the PEGA upgrade checklist.

Converting free form layouts, smart layouts to dynamic layouts for more responsiveness across multiple platforms.

Replaced Connect-SQL’s with Report Definitions.

Creation of rules for Validation and integration to integrate with our external system and fetch data.

Involved extensively on the migration and deployment of the application rules from Dev to QA, UAT and Production environments.

Involved in debugging application using PEGA Tracer tool, performance testing using PAL tool

Performed Code Review and provided the suggestions for the changes as per PEGA best practices considering reusability and performance.

Environment: PRPC V7.1.7, PRPC v 6.2, J2EE, HTML, XML, Tracer, Apache Tomcat.

Client: Asurion, Alpharetta, GA

PEGA System Architect/Developer Jan 2015 - July 2016

The Incident Management is the integral part of the project and will be primarily used by the CARE team to handle various customers’ calls to Asurion and the technical support team for PSS. For release 1 this application will be used for Telcel client to file a service request but is extensible not only to be used for other carriers within AmeriMovil but also globally. The IM relies upon the integration team to interact with the SCM (DAX) System and DAL for data exchanges.

Roles / Responsibilities:

Interaction with Business users to understand Use Cases and requirements

Created Correspondence rules and SLA

Created Rules for Validation, Integration rules like Rule-Connect-SQL using methods like RDB save, RDB Open, RDB list, Creation of Work Objects, assigned to Operators.

Importing XSD’s and WSDL’s to develop connectors to communicate with external systems from business process.

Coordinated with offshore team and played a key role in understanding the requirements

Created XML rules to generate the requests to send to external systems. And also developed parse XML rules to receive the response Involved in developing applications reports using list view and summary view.

Involved in the Soap Service for the Service Request and WSDL deployment

Defined Obj-* activity methods to query the database.

Facilitate knowledge transfer of PRPC functionality and application functionality.

Creation of rules for Validation and integration rules.

Implemented the Skill Based Routing (Pull Routing)

Environment: PRPC 6.3, Oracle, XML, HTML, JavaScript, Apache Tomcat

Medco Health Solutions, Hyderabad, India

PEGA Developer July 2011- November 2014

This application is a claims system which aims at Recovery process for claims originating from

AIG systems. It aims at identifying the potential recoveries from the respective claims systems, downloading the claims and policy information and assigning these cases to the respective recovery personnel

Responsibilities:

Involved in business requirement analysis and technical design

Involved in creation of various List View and Summary View reports

Worked in Flow Actions (local and connector), Activities, UI changes including section and harness

Worked on delegation of rules to the business users

Worked on PEGA security aspects using Access of Role to Object (ARO), Access Roles.

Privileges, Restriction of rule creation belonging to a class in certain rule set version

Modified out of box reports and created new reports using List view and Summary view rules.

Created Section, Layouts, New, Perform, Confirm and Review Harness for UI screens

Created Data models, Access groups and Access Roles

Worked on creating Data-Admin-DB Name and connected External Database using the JDBC Connection pool

Worked with administrator in adding new columns to existing tables or adding new tables in order to meet the needs.

Environment: PEGA PRPC V5.5, V6.1,ORACLE, WAS 6.1, BIX, XML, SSH Client

Thank You

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