Manager Customer Service
Resume:
PRABHAKARA PEMMA
jrp6g3@r.postjobfree.com
QA Test Lead/Analyst
SKILLS SUMMARY:
• 11+ Years of Call Center & Contact Centre Technology experience using Nortel, Aspect & Avaya Switches, using Telephony Interface cards like Dialogic cards, Ai-Logix Smart cards, PRI, CAS and E1/T1 cards, testing of IVR & CTI applications using Genesys IRD, CME, ActiveX Desktop/Softphone,CC Pulse+, SCI, expertise in testing IVR Speech & VXML applications, expertise in testing Networking & Web bases Applications .
• Has expertise in Performance testing using Empirix hammer tool, Load runner & JMeter automation tools, expertise in VOIP, Crystal reports, RMT, RFT, and CQTM.
• Has expertise in Testing Billing/Payments Systems, EFT Payments (Checking/Savings) &Bank Card Payments (AMEX, Discover & Visa Card), Very Good Insurance& Banking Experience with Agile Methodologies.
TECHNICAL SKILLS:
Operating Systems: UNIX, SUN Solaris, Windows NT, Windows 95, Windows 2000, XP
Computer Languages:
C, C ++, Java, HTML,DHTML, Tcl/tk
RDBMS: MS SQL Server 7.0, TOAD for ORACLE 10.0, IMS & DB2
Telecom PBX/ACD Nortel Meridian, Avaya & Aspect
Tools: Genesys IRD, CME, ActiveX Desktop, CC Pulse+, SCI, Nortel Periphonics (IVR), Nortel CTI, ACD, IPML, SCCS, VXML, Empirix Hammer Tool and Abacus Tools (Call simulator), Enterprise Content Management (ECM), TIBCO (ESB), Clarify CRM & Networking.
Applications: Microsoft Office 2007
Bug Tracking JIRA, Bugzilla, HP Quality Centre ALM 11.0
Testing Tools Empirix Hammer Tool, Load runner, JMeter, RMT, RFT, CQTM, and HP Quality Center ALM 11.0
Primary Roles & Responsibilities with All the Projects.
• Attending Project TROIKA Meetings
• Preparing Test Strategy document
• Identifying Environments & Software/Tools required for the System Testing and reserving them in the Resource Data base.
• Creating Test Scenarios & Reviewing with the project Team(Peer review and Internal review)
• Creating Test Scripts
• Coordinating with Data Team for the Test Data
• Preparing Traceability Matrix
• Involving in Static Testing
• Executing Test Scripts
• Creating Defects in Quality Center
• Arranging Defects status meetings and sending status reports daily for the system Testing
• Arranging Meetings & Coordinating with rest of the QA Team
• Coordinating with Developers on the Bug Fixes
• Executing Regression Testing Scripts
• Executing Test Scripts using Empirix Hammer Tool
• Autotmating Scripts for the Automation testing
• Planning for the UAT(User Acceptance Testing)
• Involving for the Cut over/Implementation for the product release
• Working towards Process Improvement with the lessons learned from the previous projects/Best Practices
• Working closely with the Release Management team on the Defects resolutions and finding the root causes and segmenting the Defects (System/Pre-Prod/Prod) and to see the downsizing the Defects in future.
PROFESSIONAL EXPERIENCE:
Nationwide Insurance (Des Moines, Iowa)
QA Test Lead May 24th 2010 – Till Date
THI Adv Routing project will extend advanced routing capabilities to specialty products contact centers. These centers include the THI/Specialty Insurance Operations organization which is comprised of Titan/Victoria Insurance Operations and Specialty/Powersports Operations. Titan/Victoria handles Specialty Auto Insurance (Personal and Commercial), while Specialty/Powersports handles Motorcycle, Watercraft and Recreational Vehicle Insurance. THI/Specialty Insurance Operations has contact centers located in Cleveland, Ohio, Des Moines, Iowa, and San Antonio, Texas. The centers in these three locations handle customer service calls from agents, policyholders and 3rd parties who require service related to the Specialty Auto and Power sports lines of business.
Software & Tools Used:
Genesys Interactive Routing Designer
Genesys Configuration Manager
Genesys CC Pulse +
IVR Applications Testing(Speech recognition, VXML testing )
Soft phone
Avaya Hard Telephones
Siemens phones
HP Quality Center ALM 11.0
Empirix Hammer Tool
Micro strategy Reports
Hyperion Reports
WFM/IEX Reports
CC Pulse Views
Oracle TOAD 10.0
InQuira- Knowledge Base/Management
EBay (San Jose, CA)
Senior Consultant Jan 27th 2010 – May 21st 2010
EBay Unify CCA/CTI Project is to establish a reliable online channel for customers to be able to easily traverse the various processes involved in the SR process. These online channels include voice and chat.
Software & Tools Used:
Siebel 8.1
Contact Center Anywhere
HP Quality Center 9.2
Quick Test Professional
SOAP UI
Enterprise Content Management (ECM),
TIBCO (ESB),
Rational Clear quest
Share point
API Control Panel
Clarify CRM
SQL
Empirix Hammer Tool
Wells Fargo Service Centre (DTC, CO)
QA Lead/Analyst Nov 3rd 2008 – Jan 22nd 2010
Wells Fargo is the Banking sector which services its Customers belonging to the various Business units, Bankcards/Card Services/Mortgage Origination/ Mortgage Servicing/Phone Bank/Wires/Consumer Credit Group/Debit Card Operations/ Education Finance/Private Client Services/WF Insurance/Wholesale groups etc by authenticating using Account numbers, SSN & PIN/TIN through the IVR systems, route the calls to the Bankers based on the request sent by the Customer through the Network routing & Enterprise level routing through CTI and Screen Pops on the Agent Desktops to answer their queries and help them in day to day transactions.
Software & Tools Used:
Genesys Interactive Routing Designer
Genesys Configuration Manager
Genesys CC Pulse +
IVR Applications Testing(Speech recognition, VXML testing)
Genesys Solution Control Interface
Active X Desktop
Nortel Hard Telephones
HP Quality Center 9.2
UNIX
Putty
Oracle TOAD
Empirix Hammer Tool
IBM Global Services India Pvt Ltd, Bangalore, INDIA
Test Lead Apr 24th 2006 –Apr 30th 2008
AT & T‘s BMP Architecture is a general purpose platform for creating trouble tickets. It services include alarm, testing, ticketing, IVR & report servers.
The Ticket Server shall provide the following ticketing features to support trouble maintenance process are ticket creation, worklist display, ticket display, progress, escalation, electronic referral, ticket notification, ticket transfer, related tickets, clear and close of ticket, IVR, circuit history, viewing and adding comments, re-open of closed tickets, and restoral of CKL.
It Support to Network element, Private Line, Voice, High Speed data, International & Government Automated Maintenance Systems, Interface to 35 systems, it support AT& T Electronic Maintenance, 2500 Agents & technicians, 81 work Centres for Work centre Web Access and Customer Interface Agent .
Software & Tools Used:
HP Quality Center
Putty
Load Runner
DRTT(Defect Recording &Tracking Tool)
SUN Solaris
Oracle
Sasken Communications Technologies Ltd, Bangalore, INDIA
Module Leader Sep 19th 2005 –Apr 21st 2006
Nortel has got so many products like all kinds of BCM’s (Business Communications Managers), which will interact with Nortel Switches for the Call Processing for the Media like Voice and Data.
Testing of BCM’s features with respect IVR Application features and IVR Tools like Periview, Per Reporter and heading a team of 5 members Automation for CTA (Core Telephony Features).
Software & Tools Used:
Nortel Business Communication Manager
Test Directory
Nortel Meridian Switch
E1/T1 Cards
Nortel IVR
Ness Technologies India Ltd, Bangalore, INDIA
Senior QA Engineer Mar 31st 2005 –Sep 15th 2005
Aspect Communications Corporation is a leading provider of contact centre solutions and services that enable businesses to manage and optimize customer communications. Its global customer base includes two-thirds of the Fortune 500 companies.
The Uniphi Suite provides blending and routing of customer contacts within a contact center Standard customer contacts are in the form of a phone call, an e-mail, a fax or a web contact. Through custom adapters, the Uniphi Suite can support blending and routing of other types of tasks as well.
The Various components of Uniphi are:
1. ACD (Automatic Call Distributor).
2. Aspect Computer Media Integration (CMI) System.
3. Aspect Work flow Interface (WFI) System.
4. Aspect Data Repository.
5. Aspect Real Time System.
6. Media Adapters.
7. Exchange Server.
8. Web Interaction Server.
9. EFlows (IVR).
Software & Tools Used:
Automatic Call Distributor
Aspect Computer Media Integration System
Aspect Work flow Interface System
Aspect Data Repository
Aspect Real Time System
Media Adapters
Exchange Server
Web Interaction Server
EFlows (IVR)
Test Directory
FCGI Software Services (India) Pvt Ltd
SeniorSoftwareEngineer Jan 20th 2004 –Mar 25th 2005
Equality Contact Store Express It’s a low cost entry recorder designed specifically for small channel count recording in PBX and non-CTI environments. It enables you to record and replay calls that have been recorded using extensions side tapping, and it is upgradeable to the full ContactStore suite.
The product range provides flexible and sophisticated voice recording capabilities for a range of Private Branch Exchanges (PBX’s).
Software &Tools Used:
Nortel Meridian Switch
Avaya Switch
Aspect Switch
Ai- Logix Smart cards
DET cards
E1/T1 cards
VOIP
Onyx Defect Tracking tool
Test Directory
Hammer Tool
Network Solutions India Pvt Ltd, Bangalore, INDIA
Trainee Software Engineer Apr 27th 2001 –Jun 20th 2003
Developed the IVR application as Software for billing, rate plan, roaming and general information as modules for postpaid and prepaid customers of Airtel across 12 states. Nortel Networks, a US based company has developed the Hardware, for Interactive Voice Response. The platform used for these software's is SUN-Solaris.
The project Implemented across 12 states at all Central and Nodal locations of Airtel.
Following are the Call Flows which are developed for Airtel.
1 Postpaid application with roaming feature
2. Prepaid application
3. Collection agency application
4. Fax on demand application
5. Fax application
6. Email application using VB
7. Reports using ASP, IIS and Crystal reports.
Software &Tools Used:
Nortel Periphonics IVR
SUN Solaris
Nortel CTI (Computer Telephony Intégration)
Nortel Switches (VPSis, MPS)
IPML (Integrated Periphonics Meridian Link)
SCCS (Symposium Call Center Server)
Oracle
ACD (Automatic Call Distributor)
Test Directory
Crystal reports
EDUCATION:
Bachelors of Engineering
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