Manager Customer Service

Abhijit B Darwade

Mobile: +91-989*******

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

[pic]

Currently working as Senior Staff Software Engineer in IBM Pune since

Aug/2008.

Overall Experience 9.8 Years (Data Mining (SPSS Predictive Analytics), Text

Mining, Business Analytics (Cognos), Data warehousing (ETL), SQL,

PLSQL, Databases)

Oracle certified Associates(Developer,DBA track), MBA Finance, BE

Computer Science

KEY SKILLS

. Predictive Analytics with SPSS Modeler, SNA, Entity Analytics.

. Text Mining with SPSS Text analytics.

. R-Programming.

. Business Rules definitions with Analytics Decision Management, ILOG.

. Dimensional modeling (Framework Manager),Report Authoring with Cognos

BI

. ETL tool Data Manager,Data Stage.

. Database programming,SQL,PLSQL.

. Databases DB2,Oracle,SQL Server, Netezza.

. Industry domain knowledge (Predictive Maintenance,Insurance,Finance,Retail,Telecom, Energy Utility)

. Agile/Scrum

CERTIFICATIONS /TRAININGS

. Oracle Certified Associates (Developer,DBA Track 9i)

. Instructor based trainings on

SPSS portfolio (SPSS Modeler,SPSS statistics, Text Analytics,

Decision Management)

Cognos BI, Framework Manager, Report Studio, Query Studio.

Oracle SQL,PLSQL

IBM Netezza Appliance Usage and Advanced Concepts

Quest Central tool for Database performance monitoring

Unix Shell scripting

AWARDS

. Kudos Award in SunGard.

. Excellence and Eminence Award in IBM.

WORK EXPERIENCE SUMMARY

No ORGANIZATION From To

1 IBM India Pvt Ltd Pune. Aug 2008 Till date

2 SunGard Technology Services Pune. June 2007 Aug 2008

3 eGain Communication Pvt Ltd Pune. Nov 2005 June 2007

4 FWL Technologies India Pvt Ltd Mar 2004 Nov 2005

Pune.

SKILL SET

No Skill Area Technology

1 Data Mining SPSS Modeler,Statistics, Text analytics,

( Predictive SNA, Entity Analytics, Decision management

Analytics),C&DS

2 BI Tools Cognos BI, Framework Manager, Report

Studio, Query Studio, Analysis Studio,

Metric Studio.

3 ETL Tools Data Manager, Data Stage

4 Databases Oracle, Sql server, DB2, Netezza

4 Database Development SQL,PL/SQL, TSQL

5 Software Tools Data Architect, Power Designer 10.0, SQL

Developer, TOAD, PL/SQL Developer

6 Operating Systems Window, Linux

WORK EXPERIENCE

Organization: IBM India Private Limited (www.ibm.com)

Designation: Senior Staff Software Engineer.

Project Name Next Best Action (IBM Smarter Analytics Signature Solution)

Mar 2010 - Till Date

Technical SPSS Modeler, Text Analytics, SNA, Entity Analytics,

Details Decision Management,C&DS, Coremetrics, SMA,Big Data

Accelerators,DB2

Abstract Next Best Action deliver the most appropriate action at the

right time across channels. Personalized interactions are

enabled by comprehensive view of a customer,Real-time

analytics to anticipate customer behavior,Cross-channel

delivery of best action to address customer,need and

enhance long term business revenue.

Responsibilit Role as Solution developer.

y Develop NBA solutions for different industries including

Insurance,Energy Utility,Telecom,Banking. The NBA

solutions showcase different product integration aspects

including SPSS Modeler,Text analytics,SNA,C&DS,Decision

Management, Cognos,ILOG,Coremetrics,SMA, Mobile

Apps,etc.

Develop base solutions for Predictive Maintenance,Retail

industries.

Develop Predictive models by using data mining algorithms

available in the SPSS modeler. Association models(Apriori,Sequence).Segmentation models(K-Means,Twostep).

Classification models(Decision list,C5.0,Logistic

Regression,Cox, Bayes Net) and Time Series Forecasting.

Develop predictive models including Market Basket Analysis,Category Affinity,Part Failure prediction,Churn Prediction,Response Propensity,Satisfaction or net promoter score

(NPS) model,Demand Response Program Acceptance,Customer

Segmentation(Lifetime,financial sophistication),Sequence

Analysis,Buying Propensity Model,Campaign Response

Model,Customer lifetime value model (CLTV).

Develop Text Analytics models to extract meaning full

information, sentiments from unstructured sources like

survey, social media sites, call center notes,etc.

Develop classification and time series forecast models for

employee Attrition prediction. Develop SNA models for group

and diffusion analysis. Business rule definitions in the

Analytics Decision Management, ILOG.

DB design and creation of sample data. Installation of SPSS

products. Packaging of solutions.

Mentoring team members for SPSS products, SPSS

installation, databases.

Mentoring pre-sales team for SPSS product features and POC.

Contribution to customer engagements Coca Cola (Predictive

Maintenance),Ford(Text Analytics),GM(hierarchical data

patterns),FIS GLOBAL (Text Analytics), AP Police

(SNA),MASS(Employee Attrition Prediction).

Project Name IBM Cognos Analytic Applications (Adaptive Application

Framework ) Aug 2008 - Feb 2010

Technical Cognos BI, Modeling (Framework Manager), Data warehousing

Details (Data manager, Data Stage ), Report Authoring (Report

Studio, Query Studio).

Abstract IBM Cognos Analytic Applications are packaged business

analysis and reporting solutions that provide

line-of-business professionals with actionable,

cross-functional insight drawn from information locked in

ERPs and other data sources. It is built on IBM Cognos 8

platform. These Applications are developed by using

Adaptive Application Framework. This Framework having two

components, Adaptive Warehouse and Adaptive Analytics. The

Adaptive Warehouse component is integration of Modeling and

ETL Tool (Framework Manager, Data Manager, Data Stage). The

Adaptive Analytic component is Report Authoring Tool. The

available prepacked solutions are Workforce Performance,

Talent, Financial Performance Analytics, Banking Risk

Performance.

Responsibilit Role as Solution developer.

y Dimensional modeling in Adaptive warehouse (Star schema).

ETL data load and related performance issues. Query

rewriting and purge scripts to improve warehouse

performance.

Report Authoring (creation of new reports, modification in

the existing reports).

Upgrade old version of applications into the latest version

of framework.

Enhancement in the existing applications.

Dimensional modeling by using Framework Manager Tool.

Creation of reports by using Report Studio, Query Studio,

Analysis Studio.

Mentoring junior team members.

Mentoring pre-sales teams on Applications features and POC

development.

EARLY EXPERIENCE

Organization: SunGard technology services (www.sungard.com)

Designation: Senior Software Engineer.

Project Name Ambit (AvantGard Receivables)

June 2007 - Aug 2008

Clients : Emerson, Ikon, Philips, thermofisher

Technical SQL, PL/SQL, Customize ETL Tool, DBA activity,Query

Details Performance tuning.SQL Developer, TOAD, Oracle, SQL Server.

Abstract AvantGard offers credit and collections software that helps

drive automation, workflow and collaboration across the

Order-to-Cash cycle. AvantGard helps companies manage

strategic and major accounts as well as order lifecycle,

credit risk, collections, dispute resolution, cash

application, dashboards and reporting for all accounts.

Organization: eGain communication Pvt Ltd. Pune (www.egain.com)

Designation: Product Engineer.

Project eGain Service (Multichannel customer service software).

Name Dec 2005 -June 2007

Clients : Abn Ambro, Fidelity

Technical SQL, PL/SQL, TOAD, PLSQL Developer, Data Modeling,

Details Performance tuning,Oracle,SQL Server.

Abstract eGain is the leading provider of customer interaction

management solutions. It provides solutions for business

process Outsourcing (BPO) industry, email management,

interactive Web collaboration, intelligent self help

agents, knowledge management. Gain helps organizations

transform their traditional call centers into multi-channel

customer interaction hubs. eGain Service is the industry's

most innovative and complete suite of customer service and

contact center software.

Organization: FWL Technologies India Pvt Ltd. Pune [acquired by Four Soft

Limited]

Designation: Programmer

Project Name FullfillmentSCE

Mar 2004 - Nov 2005

Clients : China Shipping[US],CMA-CGM,Shankar

Technical SQL, PL/SQL, TOAD, PLSQL Developer, Oracle Forms 6i, Report

Details 6i, Oracle 8i/9i

Abstract The FullfillmentSCE Shipping and Agency System is Logistics

and supply chain system for liner shipping companies. It

provides needs of the extended supply chain - from

wholesale distribution, to intermodal transport, from

freight forwarding to shipping, from warehouse management

to financial accounting and e-commerce. China Shipping is

one of the biggest shipping carries in the world.CSCL in

China has its own international cargo agency, container

yard and container lorries companies.CMA-CGM is one of the

leading shipping companies With more than 216 ports of call

in 126 countries and 420 agencies around the world.

Overall Role as database Developer,ETL developer,Report

Responsibilit Authoring, DBA

ies in Early

experience Develop database objects including stored packages,

procedures, functions.

Develop custom ETL scripts. Custom warehouse db cleanup

scripts.

Rewriting (Optimization) SQL queries,Procedures for

performance improvement.

Use of SQL Trace, Explain Plan Tools for Query

improvements.

Monitoring application DB performance by Quest central tool

and optimization of more expensive queries.

Data modeling using power designer tool.

Basic GUI development using Oracle forms and reports.

Develop custom XML reports.

DBA activities.

Documentation as per standard process.

Code review of team members.

Mentoring team members.

EDUCATION

Exam University / Year Marks/CGPA Grade obtained

Board

MBA (Part ICFAI 2013 6.33 Pass class

time)

B.E. Pune University 2003 62 First class

H.S.C. Pune Board 1999 82.17 First class with

Distinction

S.S.C. Pune Board 1997 81.14 First class with

Distinction

PERSONAL DETAILS

Address : B1-502, Nisarg Nirman,Pimpale Saudagar,

Pune- 411027.

PASSPORT NO. (VALID UPTO) : F1411314 (DEC 2014)

MARITAL STATUS : Married

Date of Birth : 09-Nov-1981

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