Morris Plains NJ-*****
LinkedIn Profile: https://www.linkedin.com/in/gurneet-kaur-4a041a2b/
●Over 20 years of experience in software architecture, object-oriented analysis, design, development with leadership roles on several projects.
●Strong Scrum Master experience with excellent record of effectively scheduling, tracking, maintaining and delivering project commitments. Successful in eliminating obstacles that block productivity, resolving resource contention issues, and motivating engineers so that they are able to produce at top performance.
●Excellent reputation for high quality software and for meeting schedule commitments.
●Attention to detail, balanced with the ability to see the big picture and to coordinate efforts across teams with great enthusiasm and persistence.
●Committed to bringing a standard of excellence to all assignments.
●Successful at creating and nurturing positive relationships with diverse work teams, customers and third party vendors.
●Dynamic and results oriented, with excellent interpersonal and communications skills.
●Excellent at coaching and managing cross-functional teams consisting of software development and product support engineers, system and integration testers.
●Have been working in Interactive Voice Response (IVR) systems for 20+ years.
●Experience in agile as well as waterfall software development processes
Languages: VXML, Perl, Visual C++, C, Visual Basic, Pascal, SQL, JAVA, HTML, Dialogic API’s, Golang, Parity VOS
Packages: GitHub, JIRA, CVS, Mountebank Simulator, Opsgenie, MS-OFFICE, Visual Voice Pro Toolkit for developing CTI Applications, Microsoft SourceSafe, Microsoft Visual Test, Crystal Reports, Microsoft Front Page 2000, Win CVS, subversion, Genesys VoiceGenie, Microsoft Visio, Inspiration
Methodologies: AGILE, SSAD, OOAD - Object Oriented design/analysis
Operating System: DOS, Unix, Windows, Linux.
Bachelor’s of Engineering (B.E.) in Computer Sciences from MNR Engineering College, Allahabad (UP), India (1996)
CERTIFICATIONS: Professional Scrum Master 1 Certification (PSM1)
IDT Corp. January 2012 to July 2019
IDT provides IVR Services across their multiple product lines including Boss Revolution Pinless, International Mobile Top Up, Boss Revolution Mobile, Money Transfer, Stored Value Platform, Hard Cards and others. GenMenu (homegrown IVR language) provides a generic syntax to define call flows for IVR and other applications. It provides the telephony hardware interaction (Eg: dialogic) freeing the application of that task.
Scrum Master of our team. Guided the team to follow scrum framework and help improve the efficiency of the development team.
By collaborating with other scrum team members to provide quality software and fulfill the business requirements.
Facilitated Daily Stand-ups, Backlog Grooming, Sprint Planning, Sprint Review and Retrospective meetings.
Oversaw the full software development life cycles for multiple strategic initiatives, including the development and management of project plans, charters, scope and schedules.
Provided companies critical direction, communication and assuring the quality delivery of the projects as Scrum Master.
Successfully transformed multiple small to medium scale projects from Waterfall to Agile methodology.
Built and developed a high-performance, self-organizing team by coaching the teams in Scrum methodology.
Participated in Scrum of Scrums and helped resolve interdependencies among the teams.
Utilized JIRA to manage the projects.
Worked with the Product Owner and the Development Team on the Product Backlog items to maximize the value.
Worked on removing the impediments for the Development team.
Coached off-shore Development team members to transition from Waterfall to Agile methodology.
Involved in IVR Call Processing using C/C++ and GenMenu.
Custom Call Flow Design and development.
Design and development of various tools written in Perl, C/C++.
Development Environment: JIRA, Scrum & Agile, C/C++, Perl, Oracle and SQL and Perl DBI, Github, WinCVS and Subversion for version control and configuration management, Windows and Linux, Mountebank Simulator, Opsgenie, Intro to AWS
BSG TPV LLC July 2007 to November 2011
Voicelog LLC (acquired by BSG in July 2007) June 2003 to June 2007
Project Description: VoiceLog & BSG provides third party verification using its proprietary automated platform and voice-recognition platform. And once the recording is made, any authorized person can retrieve it using a touch-tone phone or Web-enabled PC. VoiceLog can be used to verify long distance, local, local toll and international carrier changes, carrier freezes, electric and natural gas service changes or any other order that may require verification. VoiceLog can also be used as medical and health care transcription.
Involved in Voice processing and CTI technologies and PARITY/VOS and VXML scripting.
Custom Call Flow Design and development.
Design and development of custom reports written in JAVA or Perl resulting output in text, excel, PDF or word format.
Involved in Performance Enhancement of the system.
Maintenance/support of CP (Call Processor), Web User Interface, Report Daemon, Collector, and Callback applications.
Development Environment: Parity/VOS, Genesys Voice Genie and VXML, Java, C, Perl and HTML, Oracle and SQL and Perl DBI, Microsoft Visual Source Safe, WinCVS and Subversion for version control and configuration management, Dialogic boards
Asher Group January 2000 to March 2003
Project Description: Asher IVR (Interactive Voice Response) systems can be used to automate a wide range of services and data requests. By combining the input of the caller with menu driven scripts, clients, potential clients, and employees can call into your organization or to a remote IVR call center, using a touch-tone telephone, and interact with the system in real time in a host of applications. Another product was Hyper-Reach to send your own voice message to any number of people via the digital calling system. It can be used for emergency notifications, get out the vote calls, school alerts and business communications.
Custom Call Flow Design and Development.
Integration of custom callflows with the client’s database.
Database interfaces for Oracle
Design and development of custom reports written in Java, Perl and Visual Basic.
Maintenance/support of CP (Call Processor), Administration, Report Daemon and Collector applications.
Development Environment: Parity/VOS, Java, Visual Basic, C++ and Perl, Oracle and SQL, Microsoft Visual Source Safe for version control and configuration management, Dialogic boards
Siemens Information Systems Ltd., India July 1996 to October 1999
Project Description: Worked on ACD and IVR projects. IVR development tool is a user-friendly GUI tool for developing Interactive Voice Response Applications that will interface with the customer’s database (ODBC compliant e.g. Oracle, etc.). The IVR Application will ask the caller to dial the identification number through telephone. The system will access the data accordingly and will read out in digitized voice. Automatic Call Distributor (ACD) plays a very important role for organizations that maintain a Call Center for giving 24 hours service to customers’ enquiry and booking orders for goods and services over telephone. ACD receives a call from Public Switch Telephone Network (PSTN) and routes it to the suitable and available agent based on time based distribution algorithm. In order to make the ACD interoperable with a wide variety of commercially available PABX models it was necessary to use a standard interface between the PABX and the ACD. The NetWare Telephony service from Novell NetWare provides a standard CSTA compliant interface between PABX and NetWare server.
Involved in the entire project life cycle, from User Requirements Specifications to the Final Acceptance Test.
Involved in integration of ACD and IVR products.
Development Environment: Novell Telephony Services SDK 2.21, AT&T Definity PBX Simulator, Microsoft Visual Source Safe for Configuration Management, Visual C++, Visual Voice Pro 3.02 Toolkit and Visual Basic, Microsoft Visual Test for automated testing, Dialogic API’s