Customer Service Project

NILIMA DASH

Stamford, CT +1-475-***-**** ***************@*****.***

Professional Overview:

Experienced global technology professional with 7+years of experience in design, coding, testing and implementation of application software system to delivered solving business problem.

Experience in all phases of software development life cycle.

Expertise in Object Oriented Programming using C#.net and VB.net related technologies.

Experience in development of critical business applications utilizing C#, Asp. Net, Web Services, WCF, WPF, Ajax, JQuery, Angular Js, Design Patterns.

Experience in using the Object Relational Mapping tool ADO.NET Entity Framework and LINQ to SQL.

Experience in developing Stored Procedures, Triggers, T-SQL statements, User Defined Functions and Views.

Design Reports using SSRS.

Experience in different software design pattern like MVC and MVVM.

Experience in prepared WSDL, generate Service using WCF to communicate with data source.

Experience in rich user Interface tool WPF.

Hands on experience in source code configuration tools like VSS and TFS.

Investment & financial domain knowledge on Securities & Trading, Wealth Management, Payment Processing & Retail Banking.

Strong analytical skills with ability to quickly understand client’s business needs.

Involved in requirement gathering meetings to collect information and requirements from the client.

Research-oriented, motivated, proactive, self-starter with strong technical, analytical and interpersonal skills.

Project delivery experience using SDLC, Agile standards

Educational Qualification:

Master In Computer Science

TECHNICAL SKILL SET

Programming Languages

C#.net, VB.net, TSQL,WPF

Server Side Technologies

ASP.net,MVC3.0/4.0/5.0,Web Services, WCF

App/Web Server

IIS 5.0/6.0/7.0

Database

SQL Server 2000/2005/2008

Version Control Tools

Visual Source Safe, Team Foundation server

Frameworks

.Net Framework 2.0/3.5/4.0/4.5

Web Designing

HTML,CSS, XML, JavaScript, Jquery and AngularJS

Design Tool

Enterprise Architect design Tool

PROJECT EXPERIENCE

Accenture: Microsoft

Dot Net Developer (02/2014 – 10/2015)

Project Synopsis:

The CAP (Customer Assistance Portal) application falls under a larger umbrella called PQO (Product Quality Online). PQO is responsible for handling the customer service for every Microsoft product at some level, ranging from Windows to MSN to Xbox.

To accomplish this large task, Microsoft has broken their support into 3 segments: online help, online communities, and phone support.

Microsoft looks at this support system like a funnel. The first level of support is the online help pages. This is where customers can go to get common questions answered. If a customer does not find their answer there, they are then directed to the online communities to try and get help from other customers. When all else fails, the customer can open a phone support ticket (or Service Request). Since each incident that comes through the phone system has a cost associated with it on a per minute basis, Microsoft has tried to limit the number of calls that come in by filtering the support requests through the first two layers.

Currently Microsoft employs about 12,000 customer service agents at their various call centers around the world. Each of these agents use CAP to keep track of the issues the customers are calling about. These call centers are located in places like Canada, India, and the Philippines. So not only does the CAP client handle all of the support calls for a wide variety of Microsoft product, but it also has a large number of users that are located in various call centers around the world.

Because CAP handles such a wide variety of issues, CAP needs to be highly configurable, so that Agents who are working on Consumer issues, such as Microsoft Office, are not bothered by Agents who are working on other issues such as Xbox hardware issues.

Responsibilities:

Extensively worked on front end, business, and persistence tier using the C# dot net frameworks.

Analyzed the Business requirements and prepared functional document.

Developed Application including usage of MVC Architecture based on framework and enhances the source code for different modes and states.

Performed the validations using Regular Expression.

Involved in creating table, maintain relationship constraint and store procedures using Sql Server 2008.

Involved in coding and testing phases of project.

Prepared WSDL as per requirement input and Output parameter, generate Service using WCF to fetch and update data source.

Prepared report using SSRS.

Created a Single page application using Angular JS.

Writing Test cases using customized NUnit Framework.

Mphasis: Charles Schwab

Dot Net Developer (07/2011 – 01/2014)

Project Synopsis:

This application is a customized link between system and the company. This module uploads the orders in the TDI buy/sell order file with the data from the trader to database. The allocation will allocate dividend earned over investments to participants associated to asset. Existing application was processing in sequential order. It is not portable since it is a windows application and is not available over network. It was maintenance cost over head, as the application was developed in Delphi. To overcome all such overheads, new application was developed to process earning allocation in distributed environment in parallel mode. Along with new features to support controlled activity (using Web application), which will

1. Not allow user to process same allocation.

2. Allow to modify the allocation for correction.

3. Allow to verify the status of allocation.

Responsibilities:

Analyzed the Business requirements and prepared functional document.

Developed use case diagrams, class diagrams, database tables, and mapping between relational databases tables using Enterprise Architect design Tool.

Developed Front-end using WPF

Developed, implemented and maintained an asynchronous, AJAX based rich client for improved customer experience.

Extensively worked on front end, business, and persistence tier using the C# dot net frameworks.

Implemented Factory design Pattern.

Created table, maintain relationship constraint and store procedures using Sql Server 2008.

Involved in coding and testing phases of project.

Perform NUnit testing

Mphasis: Thomson Reuters

Dot Net Developer (06/2010 – 06/2011)

Project Synopsis:

Reuters Knowledge Wealth Manager (RKWM) is a wealth management web site. Wealth management is an Investment advisory discipline that incorporates financial planning, investment portfolio management and a Number of aggregated financial services. We develop the front end for Company and Economic Data (CED) Views. I have worked on different modules of this project.

Responsibilities:

Followed agile software development practice paired programming, test driven development and scrum status meetings.

Analyzed the Business requirements and prepared functional document.

Created table, maintain relationship constraint and store procedures.

Used WPF to create rich user interface Design.

Involved in coding and testing phases of project.

Perform NUnit testing

INVTS India Software PVT LTD: Indian Bank

Dot Net Developer (03/2008 – 05/2010)

Project Synopsis:

POPI is a Live Identification Platform and an advanced electronic messaging system offering guaranteed transfer of information directly to the screen of digital devices. It has a unique ability to send high impact customized graphics, guaranteed delivery of all types of messages with files & attachments, no receiver memory issues, proof of receipt and view, secure and cost effective. It is an Innovative communication and on-line collaboration tool.

POPI as a Customer tool: Benefits

oGain New Customers.

oCustomer Satisfaction and retention

oGenerate more online traffic

oIncrease productivity

oAdvertising Platform

POPI as an Enterprise tool: Benefits

oDeliver priority communications to group and individuals.

oProvide instant and latest information to workforce.

oDeliver training materials directly to your employees desktop

oAllows to communicate easily with your staff

oSave internal communication cost.

POPI for your partners: Benefits

oImprove quality of service to your partners.

oUpdate your partners with latest and relevant information.

Responsibilities

Analyzed the Business requirements and prepared functional document.

Created table, maintain relationship constraint and store procedures.

Created Web Service to fetch and update Sql Server DB.

Design Win form and write code using Microsoft Visual Studio Toolbox.

Used MTOM Library uploading multiple files.

Perform NUnit testing

INVTS India Software PVT LTD: Rohnis International

Dot Net Developer (02/2007 – 12/2007)

Project Synopsis:

EPOS enables efficient computer stock control and reordering as well as giving a wealth of information about turnover, profitability on different lines, stock ratios, and other important financial indicators. It is both online and offline shopping.

Epos contains 4 modules.

1.Employee Management

2.Inventory Management

3.Sales Management

4.Reports Management

Responsibilities

Analyzed the Business requirements and prepared functional document.

Created table, maintain relationship constraint and store procedures.

Design Win form and write code using Microsoft Visual Studio Toolbox.

Perform NUnit testing

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