Customer Service Manager

BALAJI VENUGOPAL

Ph.: 650-***-**** ***********@*****.***

Authorized work permit- H1-B

Assertive, results-driven IT professional with notable success in building a broad range of enterprise

applications while participating in planning, analysis, design and implementation of software solutions.

Innovative and driven, excellent co-coordinator and organiser with hands-on experience as Identity

management Consultant and worked with customers located in North America, Asia-Pacific and Middle

East.

TECHNICALPROFICIENCIES

Languages & Frameworks: Oracle Access Manager, Oracle Identity Manager, OID, OVD, OSSO, Oracle

Portal, Active Directory, Oracle APEX, SQL, PLSQL, Developer

2K

OS: Linux, Windows 7 /XP/NT/Vista, AIX

Databases: Oracle 11G, Oracle 10g

Tools: Eclipse, Putty, LDAP Browser, MS Visio, Splunk, SQL Developer

Winscp, Toad, Jdeveloper, CVS, SVN, Perforce, v-fabric Appdirector

Application Server: Oracle Application Server, Weblogic Server

PROCESSEXPERTISE

BALAJI VENUGOPAL

Successfully lead the team with global implementation, and rapidly evolving requirements.

Good exposure to Production Support Projects and its methodologies.

Planned the initial user story complexity point estimation and the acceptance criteria of the

technical user stories.

Exceptional ability to maintain and build good relationship with clients, other vendor teams and

internal teams.

Effective communication skills and record for coordination between globally located teams.

Adept in analyzing and providing solutions to the problem in hand.

Ability to analyze the pros and cons of the various implementations and come up with list of

alternatives.

Successfully taken the whole project’s technical audits and completed without any observations.

Provided immediate solutions to tackle the issues faced by the customer in new platform without

switching the customer back to legacy applications.

Hands on in Documentation like MD-70, RCA for Critical Incidents, Deployment request &

Change Request

PROFESSIONALEXPERIENCE

Name of the Present From To Duration(Years)

Company Designation

HCL Technologies Lead Consultant 19-Jul-2010 Till date 4 Years

Satyam Computer Senior Software 30-08-2004 16-Jul-2010 5 Years 10 Months

Services Limited Engineer

HCL Technologies Limited (HCL America)

Client: VMware INC

BALAJI VENUGOPAL

Client Description May 2013 -

Current

VMware Inc headquartered in Palo Alto, California, USA, is a provider of cloud and virtualization

infrastructure that accelerates IT by reducing complexity and enabling more flexible, agile service

delivery. VMware enables enterprises to adopt a cloud model that addresses their unique business

challenges.

Project Description

Role Lead Consultant

Programming Languages/Tools Oracle Access Manager, Oracle Internet Directory, Oracle

Virtual Directory, Active Directory, V-fabric App Director.

VMware IDM RTB team was formed to support and maintain the Identity Management environment

which acts as source for Authentication and Authorization for various Internal and external portals,

Content management and E-Business Suite.

Responsibilities

Responsible for creating new policies and deploying into OAM

New IDM Instances are provisioned in Cloud environment using App director tool.

Integrating Oracle-e-Business Suite with OAM for the newly provisioned instance.

Involving in implementing single sign on to new portal applications.

Involving in Incident Management and Change Requests.

Responsible for creating/maintaining IDM Operation scripts(Health Check, DR, Auditing)

Creation and definition of new web gates.

Maintaining DIP Process in OID-AD Integration and Adaptors in Oracle Virtual Directory.

BALAJI VENUGOPAL

HCL Technologies Limited

Client: Agilent Technologies Feb 2013 –May 2013

Client Description:

Agilent technologies headquartered at Santa Clara, California is an American company that designs and

manufactures electronic and bio-analytical measurement instruments and equipment measurement and

evaluation

Project Description

Role Lead Consultant – (Vendor Transition Project)

Programming Languages/Tools Oracle Identity Manager, Oracle Access Manager, Oracle Internet

Directory, Oracle Virtual Directory, Oracle Application Server

Agilent implemented OAM 10g and OIM 10g for their SSO & Provisioning needs. OAM act as Source

for Authentication and Authorization for the Oracle Webcenter Applications, Oracle E-Business suite &

Siebel while OIM act as a Provisioning source for Active Directory, OIC, RSA and Siebel. This is a

Vendor transformation Project from Oracle Consulting to HCL technologies.

Responsibilities

Acted as lead in the entire transformation for the successful replacement.

Involved in all the Knowledge transfer Meetings and responsible for status reports.

Involved in Shadow Phase Support with the help of previous Vendor.

New team was formed & framed with guidance for RTB.

Responsible for passing the exit criteria set by Customer.

HCL Technologies Limited

BALAJI VENUGOPAL

Client: Topps Oct 2011 –Jan 2013

Client Description:

Topps headquartered at Newyork City, Newyork is an American Company manufactures Chewing gum,

candy and Collectibles. They are leading producer of baseball cards, Football cards, Hockey cards and

non -sports themed trading cards.

Project Description

Role Senior Consultant

Programming Languages/Tools Oracle Identity Manager, Oracle Access Manager, Oracle Internet

Directory, Oracle Weblogic Server, E-Business Access Gate.

Topps implemented OAM 11g and OIM 11g for their Identity Management requirement. OAM 11g acted

as Single sign on engine for EBS R12, Demantra, and ASCP. People Soft HRMS acted as trusted source

for OIM 11g to Provision to target applications.

Responsibilities

Configured Oracle Pre-defined Connector in OIM11g to make the Users flown from People Soft 8.5

to OIM 11.1.1.5.0.

Responsible for AD-OID integration through DIP and configured External Authentication.

Responsible for Setting up the OAM 11.1.1.5.0 in High Availability.

Implemented Single Sign on by using OAM for Oracle EBS, ASCP and Demantra

Responsible for Preparing the Test cases for UAT.

HCL Technologies Limited

BALAJI VENUGOPAL

Client: Teradyne Inc Aug 2010– Sep2011

Client Description:

Teradyne headquartered in North Reading, Massachusetts is a developer and supplier of automatic test

equipment used to test semiconductors, wireless products, data storage and complex electronic systems.

Project Description

Role Senior Consultant – Migration

Programming Languages/Tools Core ID, Oracle Access Manager, Oracle Internet Directory,

Oracle Application Server, Oracle Portal, UCM.

Teradyne Implemented Core ID 7.0.4.3 for the SSO Operations. Since the support of Core ID got expired

Teradyne wants to move to 10g environment. This Project mainly involves the migration of Core ID to

Oracle Access Manager 10.1.4.3.0. This was done in Dev, Staging and Production environments.

Responsibilities

Interaction with client to understand the requirements, created system requirement documents and

prepared effort estimates and timeline and other relevant documents .

Interaction with other team mainly with UNIX to prepare the detailed plan for Migration.

Migration of existing Core ID from RHEL 3 OS to RHEL 5 OS.

Up gradation of Core ID (7.0.4) to OAM 10.1.4.3.0 with the help of subsequent patches .

Installation and Configuration of Webgates in the Web server for the compatibility of new OAM.

Integration with Oracle Universal Content Management system.

Mahindra Satyam

Client: Dubai Silicon Oasis Portal and e-Services Sep 2008 - Jul 2010

Client Description:

BALAJI VENUGOPAL

Dubai Silicon oasis is a government owned free trade Zone in Dubai. It is owned by Government of

Dubai providing both a living and working integrated community. It caters the need of high-tech

industries in the free zone. It provides incentives and benefits to companies operating within the

techpark.

Project Description

Role Senior Software Engineer

Programming Languages/Tools OracleAccess Manager, Oracle Internet Directory, Oracle

Application Server, Oracle Webcenter, UCM.

Dubai Silicon Oasis - Portal & E-Services Implementation is a web portal application which provides the

internal and external e-services for various departments. Production support for server maintenance,

eServices, stand alone portlets and other service related modules.

Responsibilities

Setting up 10g Access Management Environment to cater the SSO for DSO Portals.

Integration of Oracle Access Manager 10g and Oracle EBS 11i

Integration with Oracle Fusion Products like Web center, UCM with OAM

Integration of Oracle Internet Directory with Microsoft Active Directory

Creating Policies, Setting up Authorization Rules and defining Webgates in Oracle Access Manager

Mahindra Satyam

Client: Corner Stone Brands Apr 2007–

Aug2008

Client Description:

Corner Stone brands head Quartered at West Chester, Ohio comprised of leading home and apparel

lifestyle brands. The operations sell mainly private label home and outdoor leisure goods through catalogs

and various e-Commerce sites. It is owned by interactive multi-channel retailer HSN.

BALAJI VENUGOPAL

Project Description

Role Senior Software Engineer

Programming Languages/Tools Oracle Application Express, PLSQL, Java Scripts, HTML.

The aim of the project ACE- Order entry and customer service is to develop a browser based thin client

for the call center with the goal of making the order entry and customer service process more user

friendly for the call centre agents and reduce the time taken to complete each call at the call center. This

interface has functionalities to handle Creation of Orders, Order Status Enquiry, Catalog Request and

General Enquiry. It also includes the development of various set up forms in administration module for

making it easy with normal process

Responsibilities

Involved in requirement gathering, HLD to Technical design.

Involved in Developing pages Order Entry Modules, Item Search, Promotional Selling and Survey

Created Packages/Procedure for the above corresponding modules.

Coding, Unit Testing, Code Review and Implementation.

UI Design

Post support for 60 days after go-live

Mahindra Satyam

Client: Avago Technologies Jun 2005–Mar

2007

Client Description:

Avago technologies head quartered at San Jose, California is a leading designer, developer and global

BALAJI VENUGOPAL

supplier of broad range of analog, mixed signal and optoelectronics components and subsystems with a

focus in Semiconductor design and processing.

Project Description

Role Software Engineer – Production Support

Programming Languages/Tools Oracle Portal, Oracle Single Sign on, Oracle Internet directory

Active Directory

Avago has so many web applications. Single sign on facility was provided to all those sites by OSSO.

Apart from that the integration of Identity management with Active directory and People soft HRMS was

provided. User Provisioning, access to different systems Privileges were also provided. This Production

support was carried out jointly by HP and Satyam.

Responsibilities

Involved in Incident management and its process.

Involved in Change management and handled Change Requests.

Responsible for integration of new systems with Oracle SSO.

Monitoring the Cron and sync Jobs between HRMS and OID.

Mahindra Satyam

Client: Health-e Care, Dec 2004–May 2005

Client Description:

Health-e care head quartered at Mascot, Australia deliver premium care to all its valued clients and

patients through specialist services, facilities and medical technology.

BALAJI VENUGOPAL

Project Description

Role Software Engineer

Programming Languages/Tools Oracle Portal, SQL developer, Oracle Application Server, Oracle

Single Sign on

This is an operational website for the client HealthE used to provide information about their Various

Hospitals, Facilities, and Health Care advises and Insurance Policies. Self registration page was provided

to maintain each user records. All the Pages are developed through Oracle Portal.

Responsibilities

Responsible for developing PLSQL and Omni Portlets

Involved in creation of Self registration page and maintaining user records in OID.

Creation of test cases.

Involved in Unit testing, Portlet deployment in OAS.

AWARDS &ACHIEVEMENTS

Appreciated and awarded by Teradyne customer for Fusion Migration Project.

Received Pat on the Back award from Satyam for the work done with Corner stone Customer.

EDUCATION &CREDENTIALS

Bachelor of Engineering, Electronics and Communication

Amrita Institute of technology, Coimbatore, India

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