Customer Service Project

Sambit Bisoi

Mobile: 626-***-**** Address: ****5 Ella Blvd, Apt-11,

Houston, TX, Zip-77090

Email: ***********@*****.**.** Linked IN:

www.linkedin.com/pub/sambit-bisoi/51/609/316/

Summary

. MS in Software Systems and B.Tech. in Information Technology

. Nearly 10 years of IT experience in all phases of software

development, consulting, COTS package implementation, project

management and thought leadership.

. Nearly 4 years of experience in client locations in USA

. Currently working in USA as a lead Architect for Work Force

Management/Enterprise Mobility practice with Infosys Ltd. Responsible

for 3 projects in 2 different US based clients for implementation of

ClickSoftware Suite (ClickSchedule, ClickMobile, ClickAnalyze).

. Previously worked with Wipro Ltd. as an architect for implementation

of Ventyx Service Suite (DA, MA, SA etc.) for a Nevada based utility

major.

. Previously worked as a senior Technology Lead with Infosys

Technologies for a California based Utility major as a Click

consultant for implementation of a mobility solution including, Click

products, AVL, Mobility-XE, Co-Pilot, SAP and legacy application

integration.

. More than 4 years of work experience as the technical consultant for

the implementation of Click Software suite (Click schedule, Click

mobile, Click locate, Click forecast, Click Plan) of products for

different clients in USA.

. Around 8 years of experience in .net technology including VB.NET, C#,

ASP.NET, Web services, RDBMS including Oracle 9i/10g/11g, SQL Server.

. Certified in Click, .NET and Oracle.

. Good experience in integration with middle wares like Vitria, PI,

WebMethod, Data Power and SOA architecture.

. Excellent knowledge in the Energy and Utility industry in the

Transmission and Distribution, Customer service, field service and AMI

divisions. Published many thought leadership papers, articles, and

blogs in external journals in the fields of Smart Grid, Cyber

Security, Customer Privacy, Relevance of Mobility solution etc.

Personal Details

Name Sambit Bisoi

Mail id ***********@*****.**.**

Phone Number 626-***-****

Date of Birth 3rd December 1982

Nationality Indian

Current Address 16755 Ella Blvd, Apt-11, Houston, TX, Zip-77090

Passport No. F3403617

US Visa H1B (valid up-to Dec 2016, Can be extended further)

Technical & Domain Expertise

COTS Packages Click product suite (Click schedule, Click Mobile, Click

Locate, Click Analyze),

Ventyx Service Suite (Ventyx DA, MA, SA, WA, Compose etc.),

AVL, Mobility XE, ALK CoPilot

Platform Visual Studio.Net (C#.Net, VB.Net, ASP.Net, WPF, WCF, AJAX

etc.)

Database ORACLE, SQL Server, SQL Compact

Scripting HTML, Java script, XSLT, HTML-5

Language

Operating Systems Windows 9X/2000/XP/Vista

Tools Used Toad, NANT, HTML-Help Workshop, FxCop, NDoc

Testing Tools Rational Functional Tester

Domain Expertise Energy and Utilities-Transmission & Distribution, Customer

Service; Smart Grid;

(Have published multiple thought leadership papers in

international journals)

Training and Certification

Training / Certification Name Certifying Year Description

Company

Click certified Associate Product Click 2012 Certification

Consultant

.Net Programming Certification Infosys 2011 VS.Net (Till Level

5)

Level one electric and natural gas Enerdynami 2008

Utility business professional cs

Certification

Infosys training (C, C++, VB, Oracle, Infosys 2005 CGPA 5 (out of 5)

Unix) at Mysore

Advanced Networking ISDAC 2004

Oracle PL/SQL Certification Oracle 2003 Certification in

9i

Educational Back ground

Degree Discipline / School /College Board / Year of Mark / CGPA

Specializati Universi Passing

on ty

Class 10

Company Designation Duration

Infosys Ltd Technology Architect From 23rd December 2013 till

date

Wipro Tech. Ltd. Consultant From 18th June 2013 till 20th

December 2013

Infosys Ltd Technology Lead From 8th August 2005 till 17th

June 2013

Projects

Click Solution Architect for Field Service Management program (Dec-2013 till

date) Company - Infosys Ltd.; Client - Texas based Energy company

Descriptio Click Schedule and Mobile Touch for Truck Treatment - The project

n was aimed at replacing the legacy system with ClickSoftware suite

to schedule chemical treatments that are pumped into our customer's

wells using Treater Trucks equipped with pumps and tanks. At an

average 40,000 wells are treated per month by few hundred trucks.

Click Schedule is planned to be the scheduling application and

Click Mobile Touch is to be used by the truck drivers to work on

field orders for treatment. The project uses Click Analyze, SQL

Server Reporting Services (SSRS) and custom reporting SQLs for

report generation. It has integration with SAP and Well Master data

mart through Informatica and WebMethod interfaces.

Software Click Schedule, Click Mobile Touch, Click Mobile Classis, Click

Analyze, Microsoft.Net, SQL Server, SSRS

Responsibi Working as a Solution Architect for requirement analysis,

lity architecture design, build etc.

Leading the development, configuration and bug-fixing activities

with help of offshore team. Managing the team of analysts and

developers and coordinating with the business to bridge the gaps.

Re-architecting the SAP integration framework to improve data

integrity and reduce data loss

Background optimization tuning

Analyze post pilot results and prepared BVA

Prepare production roll out plan

Click Mobile performance tuning

Click Solution Architect for Field Service Management program (Dec-2013 till

Dec-2014) Company - Infosys Ltd.; Client - Texas based Energy company

Descriptio Click Schedule and Mobile Classis for Pressure Pumping - This

n project is aimed at replacing the existing Power-View and

Power-Vision products with Click software suite for the pressure

pumping line of business. The will be used by 4000 users spread

across the globe. Click Schedule is planned to be the scheduling

application and Click Mobile Classic is to be used by the field

users for proposal writing, job designing and field order

completion. The project heavily relies on offline capabilities of

Click Mobile. The project has interfaces with 20 different

applications including SAP.

Software Click Schedule, Click Mobile Touch, Click Mobile Classis, Click

Analyze, Microsoft.Net, SQL Server, SSRS

Responsibi Working as a Solution Architect for requirement analysis,

lity architecture design, build etc.

Organizing requirement analysis workshops to define business

processes in line with Click functionality

Evaluating Click Mobile Touch vs Classic

Preparing integration specification

Providing sample SOAP and SXP messages to performance testing team

Coordination with different integration teams

Setting up Click environment at client location

Configuration and deployment of different Click products

Click Mobile load testing using a custom developed process

Prepare production roll out plan

Click Solution Architect for Field Tool Replacement program (Jan-2014 till

date) Company - Infosys. Ltd.;

Client - Atlanta based Utility company

Descriptio The client wanted to replace the legacy mobility solution with

n Click product suite. They wanted to evaluate Click Mobile Classic

and Touch. They also wanted to extend the usage of Click Schedule,

which was already in production. A PoC was required to be designed

to demonstrate interview style workflow for one business stream in

Click Mobile. The program is planned to extend to all business

streams in next 3 years.

Software Click Schedule, Click Mobile Touch, HTML 5, Oracle

Responsibi As a Click WFM Architect, working with the client director and

lity program managers for scope definition, feasibility analysis and

roadmap development.

Travelling to client location on a need basis to provide design

guidance during requirement workshop

Building an offshore team to take care of the requirement

Doing hands-on work to design and develop a fully functional PoC in

Click Mobile

Click Mobile user experience analysis

Ventyx Solution Architect for Customer Service Mobility (June-2013 till date)

Company - Wipro Tech. Ltd.; Client - Nevada based Utility company

Descriptio This project is aimed at implementing mobility solution and

n optimizing field order scheduling for the Customer Service BU. The

field work orders, originating from a legacy application will be

fed into Ventyx service suite and it will schedule the tasks

optimally based on scheduling policies. The scheduled work will be

dispatched to the field workers and they will be able to see the

assigned task through Ventyx Mobile application. The project uses

Ventyx DA for dispatching, SA for administration and WA for shift

management. The application used Data Power as the middleware

technology. Ventyx MA has integration with ESRI GIS for mobile

mapping functionality. This project uses Micro Strategy for

reporting functionality.

Software Ventyx Service Suite 9.2, DA, MA, WA, Compose, Oracle

Responsibi Working as a Solution Architect for requirement analysis,

lity architecture design, build etc.

Organizing requirement analysis workshops to define business

processes in line with Ventyx functionality

Defining the Order Types, Area, Sub Area, Job Codes, Order Codes,

Appointment Types, Scheduling set etc.

Providing inputs to Ventyx offshore team to baseline TES (Technical

Environment Specification)

Coordination for Data Power integration

Requirement analysis for reporting process

Performance test criteria preparation

Preparation of Data Loss Abatement plan during go-live

Click Solution Consultant for MSO Order Optimization (June-2012 till June

2013) Company - Infosys Ltd.; Client - California based Utility major

Descriptio This project is aimed at optimizing field order scheduling and work

n force management. The field work orders, originating from a legacy

application will be fed into Click Schedule and it will schedule

the tasks optimally based on scheduling policies. The scheduled

work will be dispatched to the field workers and they will be able

to see the assigned task through Click Mobile. The project also

implements Click locate, which has integration with AVL (Automatic

Vehicle Locator) to detect the location of the field person and

accordingly schedule tasks in the nearby locations. The solution

uses Mobility XE for seam-less switching between various networks.

The solution also includes implementation of CoPilot on the end

users' laptop to provide voice activated navigation. CoPilot has

custom integration with Click Mobile to pull the location of task

and navigate to the task location. The solution has integration

with SAP for getting shift and demographic information and

automated timesheet generation.

Software Click Schedule, Click Mobile, Click Locate, AVL, Mobility-XE,

Co-Pilot, Microsoft.Net, Oracle,

(Click Forecast, Click Analyze and Click Plan are part of next

phase)

Responsibi Working as a Click consultant for architecture preparation, scope

lity definition etc. to reduce dependency on the product vendor

Requirement analysis for Click SOT (Service Optimization Tuning)

Working closely with Click team to baseline the rules, weighted

objective and BVF

Deployment of Click Schedule, Click Mobile and Click Locate as a

part of first phase

Troubleshooting the Click installation issues and post installation

configuration

Installation of Click in cloud environment and resolving

corresponding issues

Configuring the agents and monitoring their performance

Training the IT-Admin users who will be responsible for maintenance

and enhancement of the system.

Evaluation of popular GIS solution for integration with Click

mobile

Negotiation with ALK for CoPilot license procurement

Test plan review for Mobility XE and AVL integration

Coordination for SAP integration for shift and demographic

information

Requirement analysis for Timesheet automation process

Implementation of HTTPS and mutual public key authentication in

line with corporate security guideline

Performance test criteria preparation and result analysis

Preparation of Data Loss Abatement plan

Tech. Lead for TDBU portfolio (with focus on DM, Click Schedule and PI)

(December-2010 till June-2012)

Company - Infosys Ltd.; Client - California based Utility major

Description The TDBU portfolio comprises of multiple desktop/web applications

along with COTS packages like Click Software suite, AUD etc. In the

IPSEC (Initiate, Plan, Schedule, Execute, Close) based work order

lifecycle management systems DM/GDT handle the work initiation and

planning phase. Click Schedule handles the scheduling part and it

has integration with SAP for work order life cycle management.

At any point of time some development/enhancement projects are

going on along with the regular maintenance work. The offshore team

size varies between 10 to 25 members and the team is managed by one

Senior Manager and one or two Tech. Leads.

Software Click Schedule, VB.Net, C#.Net, Oracle, Rational Functional Tester,

FxCop, RFT, VSS, NaNT, TFS

Responsibil Leading the offshore team and handling multiple enhancement

ity projects on the master application

Requirement analysis, Architecture designing, code review for DM

and Click Schedule

Tuning the BVF points in Click Schedule to optimize scheduling

Analyzing quarterly scheduling data from Click database to tune

objectives, configure agents and propose new customizations

Volume and performance testing for Click Schedule and DM

Managing interface requirements for DM-PI-Click, Click-PI-SAP and

DM-PI-SAP interfaces

Generating custom reports and work forecasts from Click Schedule

database as and when required by clients. (Click Plan/forecast yet

to be implemented)

Coordination with other project teams which has interfaces with

Click and DM.

Preparation of weekly status report, metrics and milestone report,

DP analysis and SPC for the project. Ensuring CMM-5 level quality

for the project

Promoting effort saving through usage of tools and reusable

components and using industry best practices to trim unnecessary

effort wastage.

Anchoring weekly meeting with the clients to bridge the

onsite-offshore gap.

Tech. Lead for Graphical Design Tool (June-2010 to December-2010)

Company - Infosys Tech. Ltd. ; Client - California based Utility major

Description DM/GDT (Graphical Design Tool) was the enhanced version of the

legacy DSRP application. The simultaneous roll-out of GDT and

SAP-R3 was a large program which revamped most of the business work

flows. That included major updates in Click Schedule which was a

primary component in the IPSEC model in TDBU.

Software Click Schedule, VB.Net, C#.Net, Oracle, Rational Functional Tester,

FxCop, RFT, VSS, NaNT

Responsibil Working as an onsite coordinator

ity Introducing new task statuses and hence revamped status transition

in Click

Introducing the Click-SAP and Click-PI-DM interfaces

Defining a new set of Rules and updating existing set of rules in

Click to accommodate the new business scenario

Working with Click team to mop up existing production data

Preparing action plan to handle in-flight work orders in various

systems including Click Schedule, middleware and legacy

applications

Bridging the gap between business expectation, Click team, SAP team

and IT application development folks

Handling org wide large scale roll out

Preparing vision plan for mobility suite implementation

Helping the client evaluate other products like Tensing to improve

the productivity of field engineers

Reviewing user training aspects and identifying pain points for

users

Requirement Analysis of the change requests

Team Lead for TDBU Maintenance and Support (with major focus on DSRP and

Click Schedule)

(June -2009 to June-2010)

Company - Infosys Tech. Ltd. ; Client - California based Utility major

Role (Working from Bhubaneswar, India)

Description This project was aimed at maintenance and enhancement of the

application in the TDBU domain which included DSPR, Click Schedule,

Vitria (middle ware), LAS and many other systems. These

applications has interfaces with each other and with aplications

outside the TDBU domain.

Software VB.Net, C#.Net, Click, Oracle, Rational Functional Tester, FxCop,

RFT, VSS, NaNT, NDoc

Responsibil Requirement analysis, designing, coding

ity Code review for DSRP and DSRP-Click interface changes

Managing interface specifications for DSRP-Vitria-Click,

DSRP-Vitria-CSS, DSRP-Vitria-FTA interfaces

Tuning the rules in Click Schedule to optimize scheduling

Analyzing quarterly scheduling data from Click database to tune

objectives, configure agents and propose new customizations

Volume and performance testing for Click Schedule and DSRP

Data cleaning and mop up in case of data loss in the network or

Vitria

Analysis of production logs to capture errors, report potential

issues, identify performance bottleneck

Leading the 4 member offshore team and Approving their Daily

Activity Report

Coordination with onsite team and Assignment and Tracking of work

at offshore

Estimation of the enhancement work using FP / NESMA technique.

Preparation of weekly status report, metrics report and

milestone report, for the project

DP and Performance enhancement activities

Handling production issues

Code review and Integration testing

Team Lead for DSRP Scheduling Enhancement (September-2008 to May-2009)Company

- Infosys Tech. Ltd. ; Client - California based Utility major

Descriptio This project was aimed at enhancement of the legacy application for

n work order scheduling in the T&D domain and the integration of

Click with the legacy DSRP application.

Software Click Schedule, Vitria, VB.NET, ASP.NET, HTML, C#.NET, ORACLE, VSS,

NaNT, NDoc

Responsibi As an onsite coordinator, leading the 4 member team for designing,

lity Coding and Unit testing

Click set up activities, integration issue resolution

Defining the grouping criteria, configuration of Click Agents and

testing their performance

Conducting volume testing on the Click-DSRP interfaces

Helping Click team define business rules for scheduling

Configuring the new Click Agent introduced to handle only the short

cycle job

Coordination with Vitria team for integration of DSRP with Click

Developer/Team Lead for DSRP Development and Enhancements (August-2005 to

August-2008)

Company - Infosys Tech. Ltd. ; Client - California based Utility major

Descriptio This project was a .NET/Oracle based pure development project aimed

n at improvement in performance in distribution, billing and service

architecture of our client. The application provides interface for

preparing electrical designs, analyzing the cost and tracking

customer billing. This application interacts with multiple legacy

applications.

Software VB.NET, ASP.NET, HTML, C#.NET, ORACLE, Formatter+, VSS, NaNT,

NDoc, FxCop

Responsibi Coding, Code review, test case preparation, unit testing and

lity managing the part of the project module assigned to me

Coordination with onsite team and Analysis and Estimation of change

requests Checking for memory leak, SQL tuning and removal of

unnecessary indices

Reviewing and tuning all the stored procedures in DSRP, using

Formatter+

Papers / Dissertation:

Sl# Paper Where Year Description

1 Smarter EnergyPulse 2012 Revenue generation approach from Smart

Revenue from Grid

Smart Grid (Online http://www.energycentral.com/utilitybus

edition) iness/billingandcustomercare/articles/2

570/Smarter-Revenue-from-Smart-Grid/

2 A Secure Electric 2011 An Feature & Opinion page has been

Information Light and created in Infosys.com to present my

Grid for Power PoV.

Smart (Print and http://www.infosys.com/industries/utili

Utilities Online ties/features-opinions/Pages/smart-grid

edition) -data-privacy.aspx

3 The Role of Infosys.com Nov. The article was authored by me and

Utilities in 2011 Ashish Dash(AVP Infosys Utility

Securing a division) in both the print and online

Smart Grid edition of Electric Light and Power is

a magazine in the Utility industry.

http://www.elp.com/index/display/elp-ar

ticle-tool-template/_printArticle/artic

les/electric-light-power/volume-89/issu

e-6/sections/the-role-of-utilities-in-s

ecuring-a-smart-grid.html

4 Consumer infosysblogs 2011 The point of view was published in

privacy in .com Infosys Utility Blog.

the era of http://www.infosysblogs.com/smart-utili

smart grid ties/2011/07/consumer_privacy_in_the_er

a_of.html

5 Protecting Energy Pulse July Article published in the online edition

Customer 2011 of Energy Pulse, which is a leading

Privacy in publication in the Utility sector.

Smart Grid (Online http://www.energypulse.net/centers/arti

edition) cle/article_display.cfm?a_id=2443

6 Customer Energycentra May The white paper providing a

Privacy in l 2011 cryptographic solution to the security

Smart Grid issues the smart grid was published in

through (White Energy Central.

Asymmetric paper) http://www.energycentral.net/resource/w

Cryptography hite-paper/customer-privacy-smart-grid-

and through-asymmetric-cryptography-and-ano

Anonymized nymized-data

Data

7 Smart Phones Energy Pulse March Article published in the online edition

-- The 2011 of Energy Pulse, which is a leading

Gateway to publication in the Utility sector.

Utility-Custo (Online http://www.energypulse.net/centers/arti

mer edition) cle/article_display.cfm?a_id=2391

Engagement

8 Effort MS 2008 In this paper, I presented a strategic

Estimation of Dissertation solution for estimating software defect

Software fix effort by using a self organizing

Defects Fix neural network clusters. A tool, based

Using Neural on this Artificial Intelligence concept

Network was also developed to implement the

Clusters theory.

9 Tiny B. Tech. 2004- This operating system resides on a

Operating Project 2005 floppy disk and can run on any

System processor(x86). The same floppy disk

containing the operating system is used

to store the user's data. When

implemented on a pen drive it can be

used to carry confidential information.

Other activities/initiatives:

Activity/Initiatives Year

Member of Infosys Grievance Redress Body that is responsible to November -2011

investigate cases related to work place harassment.

till date

Part of Infosys recruitment drive as an interviewer. September

-2011 till

date

Part of Shared Service model team to extract higher May-2011

productivity from the available resources.

Lead member of Experience-Next, a corporate level pilot April-2011

program, to visualize how the organization should be in 2015. till date

Rewords and Recognitions:

Award Year

Won the Most-Valuable-Player award for Infosys 2012

Utility-Bhubaneswar DU, which is a 300+ work force.

Got an outstanding 360 Managerial feedback from my peers and 2011

team members reporting to me.

Won the On-The-Spot award for being voted as the most prominent 2011

person in my account (having 60+ members).

Won the War-of-the-Tech. Lead award in Infosys Bhubaneswar DC. 2011

It was an architecture design competition among all the Tech.

Leads in the Bhubaneswar center.

GDT project, which I was part of both at onsite and offshore, 2010

won the Prima award (most prestigious award at Infosys

corporate level, which is given to three best projects every

year).

It is hereby declared that the statements made above are true to the best

of my knowledge and belief.

- Sambit

Bisoi

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