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Customer Service Management

Location:
Waterbury, Connecticut, United States
Posted:
March 13, 2018

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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



Contact this candidate