Customer Service Management
Resume:
Summary:
Sr. Consultant/Analyst/Lead with over ** years’ experience in the design, development, implementation, testing and documentation of business applications using Oracle technologies.
Extensive experience in full Software Development Life Cycle, Software Analysis, Design, Implementation and Testing.
Experienced in environments requiring direct customer interaction during specifications, design, development and product implementation phases.
Sharp in learning and comprehending new systems and methods.
Exceptional technical, analytical and problem-solving skills.
Excellent communication and interpersonal skills and ability to work independently with minimal supervision to meet deadlines.
Experienced in Vendor Management, Project Management, Business Analysis and Requirement Analysis.
Successfully Lead the Data Center Migration, Decommissioning and Transitioning of the Application.
Experienced in Change Management - ServiceNow.
Project Summary (Major Projects Undertaken)
ESPN Inc. (The Walt Disney Company) Apr 2015 – Till Date
Bridget Morgan (Apr’15 – Feb’17)
NCS is Network Computing System, which manages telecast, talk shows, episodes, commercials, live telecast and promotions. Which are locked and finalized by both Sales and Promo teams to telecast on all media like TV, Internet, Radio and Magazine.
It allows the users to make sure no time gap or overlap between live telecast, recorded shows and repeated shows on particular Channel or Radio. Which needs to be filled with correct Commercials or Ads to have continuous telecast. Managing Commercials and Promos so that nothing is missed or skipped and repeated. Promoting new games and talk shows are managed. Reports are generated to make sure everything is lined up accordingly. If any changes need will be updated accordingly. Making sure viewers are engaged at all time.
After airing, reconciliation takes place by loading imported file and updating with correct hit time. Which intern helps accounts to manage to invoice clients according to agreed contract.
Responsibilities
Managing and developing application in Oracle Forms 11g, Reports 11g and SQR using Scrum Methodology.
Designed and Developed database objects including PL/SQL Packages, Procedures, Functions Triggers to enhance application based on the user requirement.
Performed unit testing in development environment and work with the Business users during user acceptance testing.
Application enhancement related to new media for Radio.
Coordinated with testers and business analysts to resolve any database related issues.
Involved in discussion with Stake holders, Business Users, Helpdesk and Testers to analyze the Issue and come up with a solution or work around for time being.
Generating and reading XML files and Unix scripting to create batch jobs (Tidal) for reconciliation process.
Monitoring and reporting project status against schedules.
Development of unit test plans, execution of unit tests.
Involved in scrum ceremonies (grooming, sprint planning, retrospectives, daily stand-ups, etc.).
Agile methodology and JIRA tool.
Strategic Staffing Solutions
DTE Energy Dec 2013 – Apr 2015
KCS (Key Customer Service) is Industrial/Commercial billing system, which helps in lookup for customer information and utility. Meter changes through Event allocations; look up for the availability of time and allocating to the right person. Reading meters like manual/Automatic and based on that calculating/generating bill/invoice with all applicable surcharges and discounts according to MPSC.
Rates change every month for different surcharges which will be filed with MPSC, after approval it needs to be implemented with the right price to all applicable Industrial, Commercial and Schools. DTE is one of the most complex rates in entire America.
Successfully completed Public Lighting Department (PLD), which was taken over by DTE Energy from Detroit Municipality. It includes unmetered and metered streetlights and other properties.
Responsibilities
Managed and developed application in Oracle Forms 11g using Scrum Methodology.
Designed and Developed database objects including PL/SQL Packages, Procedures, Functions and Triggers to enhance application based on the user requirement.
Performed unit testing in development environment and work with the Business users during user acceptance testing.
Application enhancement related to Meters, Events and Billing modules.
Rate changed according to MPSC and applied to all different flavors available by expiring old rate and updating with the new rates, sometimes creating a brand-new surcharge/discounts.
Involved in resolving Production support tickets created in ServiceDesk.
Coordinated with testers and business analysts to resolve any database related issues.
Involved in discussion with Business Users and Helpdesk to analyze the Issue and come up with a solution or work around for time being.
Tuning PL/SQL procedures, packages, functions and triggers using Explain Plan and TKPROF.
Creation/dropping of indexes, rewriting of code, specifying hints and using staging tables.
Creation/dropping of indexes, rewriting of code and specifying hints.
Analyze and rebuild of indexes & tables.
Gather Statistics and analyze log file generate by TKPROF to improve performance.
Involve in DBA activities like Performance tuning by Explain Plan and Optimization Hint. Also, if necessary re-write the query to get rid of expensive joins to reduce the Cost of the query.
Monitoring and reporting project status against schedules.
Development of unit test plans, execution of unit tests.
Managing the Team with Testers and Users.
Mentoring new Developers to make sure they are up to speed and whenever they are in need.
Involved in scrum ceremonies (grooming, sprint planning, retrospectives, daily stand-ups, etc.).
Agile methodology.
RAS (Retail Access System) is Electric Choice, which helps customers to choose their supplier’s and billing provide by DTE. There is Seamless Switch and Retailer Switch happens whenever customer decides to change his supplier. There is annual CAP process, which helps DTE about the Electric Choice CAP. This process will generate usage depending upon the previous year’s usage if available otherwise will estimate the usage calculation for annual CAP.
UDS (Usage Data Store) is an application used to maintain, history of usage and demand data. It ensures that data coming from both billing systems (KCS & CSB) are consistent in order for the data to be used to identify tends, run comparison and analytical reporting.
MDM (Meter Data Management) is the collection point for all interval data, used for billing in both billing system (KCS & CSB) and to provide daily profiles to AES, so that the suppliers can most accurately schedule supply to match demand. It also creates files, which will be imported from other systems.
Responsibilities
Annual CAP process performed to calculate the percentage, which will be filed later.
Meter Change, Meter usage data missing.
Seamless Switch & Retailer Switch will be performed upon approval.
Meter Change and Drops.
CSB (Customer Service & Billing) is residential billing system, which helps in lookup for customer information and utility. Meter changes through Event allocations; look up for the availability of time and allocating to the right person. Reading meters like manual/Automatic and based on that calculating/generating bill/invoice with all applicable surcharges and discounts according to MPSC.
Responsibilities
Developed application in Oracle Forms 6i, Pro*C using Scrum Methodology.
Designed and Developed database objects including PL/SQL Packages, Procedures, Functions Triggers to enhance application based on the user requirement.
Performed unit testing in development environment and work with the Business users during user acceptance testing.
Application enhancement related to Meters, Events and Billing modules.
Involved in resolving Production support tickets created in ServiceDesk.
Coordinated with testers and business analysts to resolve any database related issues.
Involved in discussion with Business Users and Helpdesk to analyze the Issue and come up with a solution or work around for time being.
Involved in Service Suite Upgrade project.
Polaris Software Lab May 2008 – Dec 2013
CITI BANK (Commercial Cards)
GCMS (Global Card Management System) is currently utilized by globally by Commercial Card clients for card management and reconciliation purposes. It’s an online reporting tool that allows you to access Purchasing, Fleet, and Business card transactions securely over the Internet. The application can help you expedite expense reporting by allowing you to:
Look up expenditures.
Creating non-card transaction and expense reports.
Access and enhance line item data.
Perform cost allocation.
You can perform all of these actions online and at your convenience. All you need is a user ID, a password, and access to the Internet. It is authority-based, which means users can access to data and functions is determined by user type and authorization. Your administrator determines the various functions and data that are available to you.
OLS (Online Statements) is an application, which maintains the commercial card transaction details for NA, EMEA and ASPAC. The OLS gets data from TSYS and ECS+ and processes it to generate transaction and statements that can be viewed from front end in a readable format. OLS also maintain online application for applying new cards and generates unique id for the new cardholders once approved. It also sends out an email notification with the temporary password to the applicant so that the applicants can do self-registration.
OLS will also send out an email notification periodically once the new statement is generated. OLS will also generate TBR reports Monthly, Quarterly, half yearly and yearly. No matter what Card program you have – Purchase, Travel or Fleet Card – Citibank Online Statements will simply get statements to your employees faster. And the navigation is so intuitive that virtually any level of Web user will find our online statements tool easy to learn and master.
WLOR/CERS (WorldLink Online Reporting/Citibank Electronic Reporting System)
It is an advanced technology and global proprietary processing systems ensure the security and integrity of your data and transactions. And, best of all, whether you have a Travel, Purchase or Fleet Card program, you can access data any time of the day using our easy-to-navigate screen menus.
Streamlined Report Management lets you maximize the value of your Citibank Commercial Cards program – and reduce or eliminate costs related to running, distributing and storing paper report.
Our straightforward online presentation of data, reports and files allows you to:
Select, download and print billing, mapper/reallocation files and reports
Search reports online
Receive e-mail notifications as files or reports become available
Access online training, support and assistance
Responsibilities
Involved in discussion with Client, Helpdesk and Vendor to analyze the Issue come up with a solution or work around for time being.
Extensive experience in the requirements gathering, analysis, design, development, testing, implementation and enhancement of various applications
Experienced in Vendor Management, Project Management, Business Analysis and Requirement Analysis
Successfully Lead the Data Center Migration, Decommissioning and Transitioning of the Application
Experienced in Change Management - ServiceNow
CCMS (CitiDirect Card Management System) is a comprehensive administration system that lets you manage your card program at account level. Customized to fit your financial system interfaces and processes, our card management system provides a single point of access for:
Reviewing, reconciling, splitting and reallocating transactions
Creating and modifying accounts, as well as setting up or changing controls for individual cardholders
Review and approval of cardholder statements
Create new accounts and specify account controls
View and modify account information, as well as hierarchy and department information
Transaction Data
Access individual transactions based on specific search criteria
Review, reconcile and reallocate transactions
Integrate transaction files with your financial accounting systems, choosing from several options for file layout and delivery
Retrieve online statements by cardholder, cycle or statement status
Review and approve statements
Initiate transaction disputes and monitor their status
CAFÉ (Cards Application Front End)
The Citibank Commercial Cards is a Single sign on application. Website provides the functionalities for corporations to manage its expenditures and financial processes more effectively. The website streamlines the credit card transactions, accounting, reporting and payment processes.
Responsibilities
Develop the project from the scratch, writing Stored Procedures, Packages, functions and Triggers
Involved in Audit trigger creation
Setting up the new agency into the application
Development of requests for software enhancements
Creating and dropping of indexes, Analyze, rewriting of code and using staging tables
Migration of data from flat files to staging tables using Data Integrator
Version controlling of projects using Subversion
Code review for the assigned work
Involve in DBA activities like Performance tuning by Explain Plan and Optimization Hint. Also, if necessary re-write the query to get rid of expensive joins to reduce the Cost of the query
Gather Statistics and analyze log file generate by TKPROF to improve performance
Strong knowledge in advanced PL/SQL techniques like Cursor management, Exception Handling, Collections like REF Cursors, Global Temporary tables, PL/SQL Tables and extensively involved in performance tuning in oracle using Explain plan, Optimization Hints, TKPROF
Writing Dynamic SQL
Extensive Experience in back end development including Database design, complex stored procedure, Database triggers, functions packages, views, materialized views (using Complete, fast and force refresh), Database links, Partitions, indexes, Synonyms, Dynamic SQL using ORACLE SQL and PL/SQL
Unix scripting to create batch jobs for reconciliation process
Use Wrap & DBMS_DDL.WRAP utility for encrypting the program units
Used collections and bulk insert with records, pl/sql table, nested table, VArrays and bulk collect and forall concepts
CG VAK Apr 2006 – May 2008
E & J Gallo – Gallo Forecast
Gallo is famous for wines and they have a system, which they use to forecast the demand and supply of raw materials (Grapes) for the preparation of wine. They have huge set of records to be processed to forecast the demand and supply of wines and grapes.
MTA (NYCT) – Unified Timekeeping System (UTS)
MTA, the largest Transit system uses Oracle Forms and Reports for their timekeeping system that keeps track of employee’s report time, clear time, vacation, pick & crew process. The application involves selection of route and schedules of buses and trains for the whole New York City, creation of board jobs etc.
Unified Timekeeping System – Client/server based employee scheduling and timekeeping system developed for the purpose of assigning and managing crews, capturing timekeeping information and supporting local personnel management functions.
Responsibilities:
Development of Oracle forms, reports and PL/SQL procedures, packages, functions and triggers
Development of requests
System analysis and database designing including creation of tables, sequences, synonyms and triggers
Tuning PL/SQL procedures, packages, functions and triggers using Explain Plan and TKPROF
Creation/dropping of indexes, rewriting of code, specifying hints and using staging tables
Loading flat files from agencies into database using SQL*Loader
Data mappings and conversion of Data from legacy system
Creation/dropping of indexes, rewriting of code and specifying hints
Analyze and rebuild of indexes & tables
Gather Statistics and analyze log file generate by TKPROF to improve performance
Involve in DBA activities like Performance tuning by Explain Plan and Optimization Hint. Also if necessary re-write the query to get rid of expensive joins to reduce the Cost of the query
Monitoring and reporting project status against schedules
Development of unit test plans, execution of unit tests
Preparation of test results
Preparation of technical and user documents
Bug fixing
Interaction with users to collect information & executing the same
Develop Matrix reports in Oracle Reports
Writing Dynamic SQL
Environment: Developer 2000 (Forms, Reports), PL/SQL, Oracle 9i
Platform: Windows
Tools: TOAD and SQL Loader
Sunex Solutions July 2005 – April 2006
Project: Farm Management
Sr. Developer
Farm Management is a solution for Farms, Cattle, Poultry and Areca are present as cost centers. This application is built to take care of all day to day expenses of each and every cost centers.
Responsibilities:
Design and development of the interface for the system
Creation of front-end procedures and functions with forms
Creation of parameter lists for passing to oracle forms
Creation of Object Groups to create to screen templates with forms
Creation of client side procedures and functions with forms for calculations
Preparation of matrix reports
Creation of Oracle Stored Procedures using PL/SQL
Coding the entire module utilizing PL/SQL
Written complex database triggers, stored procedures, functions and packages using PL/SQL
Managing team to make them understand the system requirements, specifications & executing the same
Writing Dynamic SQL
Environment: Developer 2000 (Forms, Reports), PL/SQL, Oracle 9i, VB
Platform: Windows
Tools: Crystal Reports
Abhinav Softek Pvt Ltd December 2002 – June 2005
Project: SQL*LIMS
Sr. Software Engineer
SQL*LIMS Ver 4 is Client Server Technology; Laboratory Information Management System (LIMS) is an essential application for laboratory’s information management infrastructure. LIMS is used for sample tracking, prioritizing and viewing work, integrating instruments, generating reports and ensuring the integrity. LIMS also ensures security and complying with government and corporate standards and regulations
Responsibilities:
Customization of forms and existing reports
Generation of new reports
Writing procedures, functions and packages in PL/SQL
Environment: Developer 2000, Oracle 10g / 9i Application Server
Platform: Windows
Tools: TOAD and Fiorano
Tapestry
Tapestry is total Computerization of Garments which include these module Marketing, HR, Buyer, Stock. Tapestry maintains Stock details (Inward & Outward), Order details, Order Status, Dispatch details. The manager can have a view of all details Stock inward details, Outward details & status of the Order, where it has to be delivered & mode of transportation.
This software will also generate reports on Order details like Ordered by & when, what is the status of the Order.
Responsibilities:
Creation of front-end procedures, functions and parameter lists
Creation of Object Groups to create to screen templates with forms
Creation of client side procedures and functions with forms for calculations
Preparation of matrix reports
Writing Oracle Stored Procedures using PL/SQL
Coding the entire module using PL/SQL
Writing complex database triggers, Stored Procedures, functions and packages
Developed complex Matrix reports
Environment: Developer 2000 (Forms, Reports), PL/SQL and Oracle 9i
Platform: Windows
Gulbarga Milk Union
Project: GUMUL
Software Engineer
Gumul is the software, which is total computerization of Milk Union. This software includes Marketing, HR, Procurement, and Transportation, Stores and Assets. This software takes the input of each and every distributor, Route details and Employee details.
Responsibilities:
Development of Oracle forms, reports and PL/SQL procedures, packages, functions and triggers
System analysis and database designing including creation of tables, sequences, synonyms and triggers
Tuning PL/SQL procedures, packages, functions and triggers using Explain Plan and TKPROF
Creation/dropping of indexes, rewriting of code, specifying hints and using staging tables
Creation/dropping of indexes, rewriting of code and specifying hints
Analyze and rebuild of indexes & tables
Writing Dynamic SQL
Gather Statistics and analyze log file generate by TKPROF to improve performance
Involve in DBA activities like Performance tuning by Explain Plan and Optimization Hint. Also, if necessary re-write the query to get rid of expensive joins to reduce the Cost of the query
Monitoring and reporting project status against schedules
Development of unit test plans, execution of unit tests
Preparation of test results
Preparation of technical and user documents
Bug fixing
Developed complex Matrix reports
Interaction with users to collect information & executing the same
Environment: Developer 2000 (Forms 6i, Reports 6i), PL/SQL and Oracle
Platform: Windows
Project: Time Card System
Software Engineer
Time Card System will maintain a record of each employee, the number of hours he works for, the project he is working on, his leave record. It also displays the number of hours taken to finish the project and the number of people who worked on it.
Responsibilities:
Analysis, design and coding the application
Creation of forms, front-end procedures and functions
Creation of reports using Oracle Reports Builder
Coding the entire module using PL/SQL
Writing complex database triggers stored procedures and packages
Design the database
Creating Users, Roles, Profiles and Granting and revoking the privileges to the users
Environment: Developer 2000 (Forms, Reports), PL/SQL and Oracle Database
Platform: Windows
Blue Chip Software Pvt Ltd December 1999 – November 2002
Project: United States Project Management
Programmer
This is an internet application intended to help the top-level management to keep track of an employee’s status like visa approval, degree verification, Attorneys comments, and the details of the interaction with the companies US office regarding a particular VISA.
Responsibilities:
Designing and coding the application
Used Swing, JComponents to design the front end
Designing and creating tables
Used JDBCODBC concept to connect to database\
Unit testing
Environment: Java, MySQL, JDK 1.2 and JSDK 2.0
Platform: Windows
Project: Suggestion Information Management System
Programmer
This site was primarily developed for an Intranet environment. Suggestion Information System (SINS) is intended to help the management of a company to improve quality and productivity of their employees. This project can be split into 3 modules namely Suggestion Tracking System, Messaging System and Suggestion Evaluation System.
Responsibilities:
Designing and coding
Used Swing, JComponents to design the front end
Designing and creating tables
Used JDBCODBC concept to connect to database
Unit testing
Environment: Java, MySQL, JDK 1.2 and JSDK 2.0
Platform: Windows
Domain Experience
Media
Commercial Cards
Change Management
Timekeeping System
SQL*LIMS
Education:
Executive MBA from NJIT (New Jersey Institute of Technology), USA
Master of Computer Application from Madurai Kamaraj University, India
Bachelor of Science from The National College, India
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