Service Management

ROBIN GEORGE

**** * ******* **, ***** PROSPECT, IL60056

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

Mobile: 224-***-****

Green Card Holder

Software Development (.Net)

Accomplished professional with more than six years of experience. Senior level Developer with Project Leadership

experience including architecture, design, client management. Seeking to transition skills to a position with reputed

organization that will offer new challenges and provide opportunities for making contributions based on breadth of

experience in software development using .Net as well as facilitate further professional growth.

Proactive individual with expertise across all areas of the Software Development Life Cycle (SDLC) of

Client/Server and Web applications; track record of developing software in various domains.

Recently managed the efforts as .Net Technical Lead Cloud Practice Aditi Technologies

Expertise in Requirement collection and SRS preparation.

Strong knowledge on Object Oriented programming concepts (Inheritance, Polymorphism, Abstraction,

Encapsulation, classes, overriding, overloading, etc.).

Strong experience on query optimization, developing ETL strategies.

Good experience with SQL Server 2000/2005, SSIS, SSRS and SSAS and writing MDX queries.

Good experience with windows azure based development and publishing, azure global caching, Traffic

configuration, data sync/Disaster recovery etc.

Good experience and understanding of database design, relational integrity constraints, OLAP, OLTP,

Cubes and normalizations.

Good experience with Asp.Net MVC and Rest based web services.

Adept at ASP.NET issues like State Management, ASP.NET Page Life Cycle, ASP.NET Security methods,

caching, web services, data accessing methods.

Focused and driven with proven ability to work with aggressive deadlines on multiple concurrent tasks.

Highly motivated, positive and goal oriented, with demonstrated professionalism, attention to detail, highly

developed analytical faculties as well as the ability to build and lead effective teams.

TECHNICAL SKILLS

ASP.NET, C#, VB.NET, MVC, SQL Server 2000/2005, Dundas Charts/Gauge, Fusion Charts/Gauges, Telerik,

Controls, Visual Source Safe, UML, AJAX, JavaScript, Web Services, Windows Services, REST Services, Windows

Workflow Foundation, Windows Azure, SSIS, SSRS and SSAS

Experience

ADITI TECHNOLOGIES, BANGALORE: Technical Lead MAR 2013 –OCT

2013

Architecture/Design: Design the Project compatible with windows azure platform; consider the requirement

as per SAAS/PASS/IAAS. Provide solution for multi tenant application in cloud etc.

Team Leadership: supporting individuals, teams and organizations to effect positive and lasting change and

achieve higher performance in the workplace.

Provide automation solution to the customer by reducing the cost and budget in cloud.

Successfully designed and delivered secure cloud solutions for major organizations such as Microsoft.

Conduct systems design, feasibility and cost studies and recommend cost effective cloud solutions.

Advise software development teams on architecting and designing web interfaces and infrastructures that

safely and efficiently power the cloud environment.

MICROLAND LIMITED, BANGALORE: Project Leader SEP 2007 – MAR

2013

Developing the projects through Creativity skills, key strategic inputs & use of emerging technologies

Collaborate with the team members and senior management to maintain a continuous stream of information

regarding the project status and progress.

Technical Support: Deftly manage various technical aspects of the Project such as Requirement Analysis,

Proposal, Design, Development, Quality, and Defects Monitoring.

Client Servicing: Interact with the Clients to facilitate smooth off shore / onsite

communication to understand and analyze the business requirement and also

to identify appropriate solutions for the Client. Understand client requirements

and design various interfaces between System and client’s existing system.

Team Leadership: supporting individuals, teams and organizations to effect positive and lasting change and

achieve higher performance in the workplace.

SLA Management: Understand the SLAs on the project and perform against SLAs.

Improving customer relations by way of effective communication, managing expectation and meeting

commitments. Championed support responsibilities for critical customer issues.

CCS TECHNOLOGIES, KOTTYAM : Software Programmer AUG 2007 – SEP

2007

Efficiently developed Intranet and Internet site for the company and for the clients.

Deftly handled analysis, design and development of Windows based and web based applications.

Led the efforts across requirement Collection for product development.

DETAILS FOR SELECT PROJECTS HANDLED WHILE IN POSITIONS NOTED ABOVE

Azure Web Sites – Demo for Marketers

The primary objective of the system is to provide a robust and intelligent system for Microsoft Marketers.

This system will be used by the marketers for their marketing of Microsoft products in Azure market. System has an

analytics engine of its own to identify the network traffic and leads from different geo locations .The collection of these

data is integrated to azure reporting services. Mainly there are 2 web sites in .Net and one in Wordpress, all are in

azure platform. The entire system with all websites, analytics engine, Azure reporting services and database schema

deployment is automated with PowerShell scripts.

System has a responsive UI which will work for all devices

System is integrated with Facebook for marketing

System is integrated with SengGrid and Twillio cloud platforms

System is integrated with windows azure media services and Azure reporting services

System configured for scaling in cloud for better performance

Secure REST based architecture for all communication with different systems

Responsibilities

Colleting the requirements from the client

Architecting the solution, designing in cloud, participating in coding

Managing and conveying the requirements to the team from the client

Daily Lync meetings with onsite Microsoft and Aditi managers and update the status

Delivering the solutions to the client without fail in deadline

Tools: ASP.net 2012,Rest based communication, Azure reporting service, Windows media service in cloud, SendGrid,

Twillio, Php, Facebook Apis and FQL, Entity framework, PowerShell

CxP (Customer Experience portal )

The primary objective of this project to build a robust and intelligent system that will help Business people to strategize

based on analysis of conformed Facts and Dimensions. Designing and implementing the ETL processes which

involves collection of data from heterogeneous sources like smartcenter,scom etc. Provide maintenance support for

ETL systems, Creation of Datamarts. Report modeling, creation of business reports and dashboard reports.

This tool provides a framework of template based rendering – for pages, widgets, score cards and charts. New widgets

and pages can be added to the portal on the fly. Different dash board can be generated for customers and users.

Supports OLAP cube based implementation for KPI driven reporting.

Responsibilities

Support existing data warehouse reporting platform and applications to ensure operational availability and

scalability.

Work directly with functional analysts and business users in understanding the information needs of the business

and developing new data warehouse/BI functionalities or tools to meet these requirements.

Assess existing and available data warehousing technologies and methods to ensure our Data warehouse/BI

architecture meets the needs of the business unit and enterprise and allows for business growth. Provide

recommendations on evolution of the architecture.

Research, define and deploy BI improvement opportunities and streamline the business intelligence processes

Create detail design, work on development and perform code reviews.

Analysis & implementation of better performance strategies.

Designing and Implementing the ETL processes.

Troubleshooting reports issues, ETL job failures, optimizing query performances.

Tools: ASP.NET, Windows Azure C#.NET, .NET Framework 3.5, AJAX, Telerik, SQL Server 2005, JavaScript Fusion

Charts/Gauge, SSIS, SSRS and SSAS

SmartCenter (Service Delivery Platform

)

This is a service delivery portal, developed based on ITIL V3.Tool handling Multiple Operational Processes like Ticket

Management, Backup Management etc. Ticket management itself is a combination of Ticketing tool, CDB and Analysis

Tool. In the design of this portal, a separated data repository is maintained .The portal has a pluggable adaptor

framework with XMPP as the transport provider, with this tool can communicate to n number of ticketing and monitoring

tools. Using XMPP as the transport provider, each customer and their tools becomes “addressable destinations” rather

than hard coded API level integration. The tool support’s customizable workflows ie customer can define their own

ticket flows. The workflow is act as a decision making engine. This tool has a web based user interface and desktop

based notification client used by engineers. Tool provides a web service, used for integration with the external tools.

SmartCenter Modules

Ticket Management (Entities managed using ITIL V3 processes)

Incident

Change

Problem

Release Management

Task Managemnet

Service Request

Backup Management

CI Management

Knowledge bases

Operations and workflow

Assignment

Shift Management

Escalation and notification

Process automation

SLO Calculation

Operation and customer related configuration

User and Operators

Process Customization

Tool and Integration

Tools: ASP.NET, Windows Azure, C#.NET, .NET Framework 3.5, AJAX,

Telerik, SQL Server 2005, HTML/DHTML, JavaScript Dundas

Charts/Gauge/Map

ROCC (Remote Operations Command Centre)

[ Microland ticketing tool capable of working/synchronizing with any

other ticketing tools in the market]

Summary: The portal developed for Internal Microland Operations Teams / end

customer. The data is synchronized from HP Service Desk database. The

service dashboard shows the overall service health status consists of

geographical maps, pie, and column charts of SLA status, current open ticket

queues and enables the users to drilldown to details. The portal has a

monitoring page which displays real time data of different customers. Users are

capable of opening a ticket through a ticketing module. Shift managers can

evaluate engineer performance, get reports of tickets which are about to breach

SLA and equip them to take proactive measures.

The project monitors the infrastructure of different clients, which is managed by Microland. For different customers and

clients of Microland ROCC will be the common platform. The System is working based on ITIL concepts. System

automatically detects the infrastructure status and informs the helpdesk and corresponding Engineer. The customers

can login to ROCC Website and they can understand their infrastructure status like how many systems including hub,

router switches etc are not working, which all tickets are have high priorities etc. So clients can assure their

infrastructure management is perfect or not. A windows service with Tcp listener is running every time in the server to

accept the incoming messages and status of infrastructures. These information’s are uploaded to web service in the

form of XML file and where it is determined what operation has to be performed. The System will automatically identify

the Engineers who have least work load, and assign tickets automatically to them.

Responsibilities included developing these main modules :

Adapter Connector for Hp service desk: There is no data base write request allowed by the Hp service desk tool.

The Only way to communicate to hp service desk other than the front end is a set of jar files. The adapter is a set of

class libraries written in c# to communicate to the hp service desk through the jar files provided by hp. Using these

libraries Rocc is creating and updating tickets in service desk from web interface

Data Synchronizing tool: The created tickets from the web interface will directly enter into service desk Database

through adapter connector. For the engineers and customers the data, views and reports are generating from Rocc

database. The data synchronizing tool pulls tickets and updates the related information from service desk tool to rocc

database in every 30 seconds. This process ensures that the data in service desk and rocc data base are

synchronized.

ICU Modules: The ICU modules have some configuration for categorizing the tickets in ICU types.

Whenever tickets comes in this category a red flag will show with the ticket as an indicator for engineers to consider

this ticket first.

Notification Module: The notification has also some configuration for sending mails and SMS to Corresponding

personalities. Based on the configuration at different intervals the modules send information about different tickets to

Monitoring team and managers (Like when Problem tickets get created, when a ticket SLA breaches, When Response

SLA breaches etc)

Problem Management Module: This module handles all problem tickets. Basically the problem tickets are created

from incident tickets when more than 5 times the same problem occurs. The problem tickets can have different status

like work in progress, waiting for rca approval etc. based on the work flow of problem tickets. This module creates Root

cause analysis for the problem. On Rca creation and problem ticket registration the system will automatically send

mails to problem manager. After RCA approval a failure mode effective analysis or a change ticket will create from the

tool. This modules shows the

Repeated incidents grid

Problem not required grid

Problems do later Grid

RCA matrix

Linked tickets grid

FMEA Grid

Action tickets after RCA approval including the change ticket created from PM

Non Action tickets after RCA approval

Rocc Dash Board: This is a separate web site showing the dash board for customers and managers. This website is

developed by using the fusion maps, like Google map to locate customers in different places and their infrastructure

status. The dash board shows the total tickets in each status in bar chart and priority based ticket information in donut

charts. The system has pictorial representation for services like email, network, database etc. All other information is

represented in different types of telerik grid with option to upload data to Microsoft excel

Dash board has different views for

Operations manager

Shift managers

Problem Managers

Monitoring Team

Management Dashboard

Tools: ASP.NET, C#.NET, .NET Framework 3.5, AJAX, Telerik, SQL Server

2005, HTML/DHTML, JavaScript Dundas Charts/Gauge/Map

Details for additional projects available upon request.

Academic/Professional Credentials

MCA – MG University Kottayam (equivalent to US MS of Computer Science)

BSC Computer Science – MG University Kottayam

CERTIFICATIONS

RHCE RedHat Cer tified Engineer

RHCT RedHat Certified Technician

TRAINING ATTENDED

ITIL training on V2 and V3

Software Development Best Practices

Object Oriented Design & Heuristics

Object – Relational Mapping using NHibernate

Extensible Messaging and Presence Protocol (XMPP)

.Net Remoting

PERSONAL DETAILS

Date of Birth: 27th Oct 1982

Language Skills: English, Malayalam

Passport No: E1110869

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