Customer Service Data

NISHA VISHWASRAO

San Jose, CA ***** *********@*****.***

Cell# 408-***-****

SUMMARY:

Total 7.5+ years of IT experience in CRM. Configured different entities like account management, contact management, Service Request/ trouble tickets, orders, quotes, campaigns etc.

Worked on workflows, real time integrations and batch jobs

Worked on MySQL and PL-SQL queries, procedures, functions, cursors, triggers and performance tuning.

Experience on recommendation engines like PredictionIO, information extraction.

Experience in Data Synchronization tool such as SymmetricDS

Experience in working on Java and Python

Strong troubleshooting skills

Familiarity with Agile development methodology

Strong understanding of CRM - Siebel architecture and data model

Expertise on requirement gathering, effort estimations for complex requirements

CURRENT ACTIVITY:

Studying at UCSC Silicon Valley Extension, Santa Clara, CA

Major: Computer Programming Certification and Database and Data Analytics Certification, Expected Completion: May 2015

Completed Courses: Relational Database Design and SQL Programming, Python, Machine Learning and Data mining, Java Comprehensive, Object Oriented Analysis and Design, Basics of Hadoop, Basics of Java Programming, Perl Programming, C Programming.

Ongoing Course: MySQL

Education:

University of Mumbai, Mumbai, India

Degree: Bachelor of Engineering, Major: Electronics and Telecommunication, Graduated in July 2006

Tools and Technologies:

Technologies: XML, JAVA, Spring Framework, MySQL, Siebel eScript, SQL, PL/SQL, Shell Script, Siebel 7.5, 7.8, 8.0, 8.1

Tools: Putty, MySQL workbench 6.2, Eclipse IDE, Python Idle, Toad, SQL plus, SQL Developer, VSS, HP Quality Center, SOAP UI, Siebel Tools, Informatica

WORK EXPERIENCE:

Intern, Innovative Management 360, Santa Clara, CA: Jan 2015 – till date

Project: Restaurant recommendation application

The work includes applying machine learning techniques to build and tailor recommendation engine for restaurant clients so that restaurants can keep their customers happy and satisfied by suggesting variety of food and related recommendations which in turn fetches more business.

Worked on amazon web service instances and related configurations and installations.

Working on predictionio to train and build the recommendation engines.

Building and enhancing Batch Jobs using Java Spring Framework which loads the customer and product related data to train recommendation engines, to load reward point data and point of sale data.

Working on python to capture data from database and send in required format to predictionio server.

Building sql scripts using MySQL to understand, analyze and update existing restaurant data structure.

Working on symmetricds for data synchronization.

Senior Consultant–CRM, Cognizant Technology Solutions, India: June 2010 – April 2014

Project1: Emirates NBD

BRD review and fit gap analysis, demos with client.

Technical lead of a team of 6 to 7 people

Designed the functional specification documents with best possible approaches suggested in Siebel to fit the business requirements.

Technical design for key complex requirements such as Service Request Escalation Matrix, Assignment Management etc. for retail as well as corporate banking stream of the program.

Built core CRM Banking solutions like maintaining different dynamic attributes on Service Request combinations, maintaining different communication templates using admin functionalities

Project2: Kotak Mahindra Bank

Worked on requirements from different divisions of banking like Retail, Corporate, Treasury, Securities etc.

Provided requirement analysis and effort estimations for all major and minor enhancements.

Worked on production maintenance activities like bug fixing, impact analysis, and root cause analysis.

Done Campaign automation by implementing the data load with PL-SQL Stored Procedures, shell scripts.

Configured EAI interfaces for Campaign and Opportunity creation and email integration.

Created multiple Run Time events, Data Validation Manager, Assignment rules and Workflow policies.

Received multiple appreciations from client. Also have received “Best Performer of the Quarter” award for creating a benchmark for banking domain projects in Mumbai, Cognizant.

Project3: Deutsche Telekom AG - Next Generation CRM Application

Designed and developed the core framework- kernel of the project.

Done cross mapping of requirement traceability matrix with draft version of high level design received.

Designed and developed various interface solutions to synchronize Siebel data with external system and vice versa using virtual business components, WSDLs and Web Services.

Designed and Implemented Error Handling Solution framework for the complete NGCRM program.

Worked on HP Quality center to track and close the testing issues assigned to team, to generate report of open issues etc.

Siebel Developer, Infosys Technology Limited, India Jan 2007–June 2010

Project1: Pfizer- ACE-MI Application

Customized the application using Siebel Tools creating and modifying Business Objects, Business Components, Views, Screens, Applets, Pick lists, and configured MVGs using links, MVLs and MVFs

Worked on Data load activities using Oracle PL-SQL procedures, scripts.

Involved in administration activities like Enabling and disabling components, component groups, Log level changes and restart of services during deployment activity.

Worked on Siebel Remote Administration like Adding Mobile Clients, Generating Database and Extracting Local DB.

Project2: Pfizer- Customer Service Helpdesk Application

Done the production support for this application single handedly for two years

Done the configuration of Static and Dynamic Pick lists using Joins and LOVs

Worked on scripting and workflows, IOs

References: Available on request

Contact this candidate