Customer Service Manager

Vivek Govindapillai

Cincinnati, OH *****

http://www.linkedin.com/in/vivekgovindapillai

Phone: 513-***-**** Email: *********@*****.***

SUMMARY

More than 17 years of progressive experience in telecommunication and utilities industries as a talented Senior Software Product Architect. Recognized for leading geographically and culturally diverse teams of Sr. Application Architects, Project Managers and Development Managers to deliver complex projects on time and within budget. Specialized expertise in:

• Web Self-Care • Debt Collections

• Business Process Management • Order Management

• Product Strategy/Roadmap Development • Technical Architecture

• E2E Application Development/SDLC • Telco and Utilities Industries

TECHNICAL COMPETENCIES

SOA Web Services WSDL SOAP BPM Portal Technologies Encryption Algorithms Content Management Systems (CMS) SUN/SOLARIS UNIX Oracle RDBMS SQL XML C/C++ Sun Certified Java Programmer OOA/OOD/OOP Scripting Languages WebLogic Data Migration

PROFESSIONAL EXPERIENCE

Information Management Group (IMG), Convergys Corp (Cincinnati, Ohio)

Technical Consultant 2000 – 2012

Senior Product Architect 2011 – 2012

Member of Product Architecture team supporting 1100+ development team. Team responsible for product strategy, risk analysis and technical architecture of all software products developed by Convergys.

• Analyzed risk and developed product strategy for Order Management (OM) component. Made strategic recommendations to modernize and enhance the component over multiple phases.

• Collaborated with the product managers to define 3 year roadmaps for OM, Debt Collections Manager, Inventory Manager and Enterprise Product Catalog components.

• Conducted risk analysis of legacy Customer Service Management component and made strategic recommendations to the leadership team to discontinue R&D investment in the component.

• Reviewed use cases and defined business services in Payments, Adjustments and Debt Collections as part of Cable Billing system modernization effort to support the new adaptive UI.

• Release Architect for replacing in-house Order Fulfillment workflow within OM component with third party Business Process Management (BPM) tool. Modular approach and clear interfaces allowed replacing the out-of-the-box implementation with any third party workflow engine in a solution. Led a multi-national team of Senior Application Architects, Tech Leads, PM & Development Managers.

Senior Solution Architect 2010 – 2011

End-to-end responsibility for creating and delivering WSC system and Web Phone-in-a-box (PIAB) activation system from ground up for Allied Wireless Communications Corp (AWCC). Focused on timely delivery, minimum disruption to user experience and reduced developmental and operational costs.

• Negotiated scope with AWCC Business, AWCC IT, Convergys Leadership team and multiple Convergys and non-Convergys development teams to deliver high quality product on time.

• Created 1200 system level requirements and reviewed them with multiple internal teams and AWCC’s IT team.

• Led a multi-national team of 24 developers, business analysts, user interaction designers, data migration experts and testers.

• Provided architectural guidance for 10+ Billing, Rating, Order Management, CRM and Migration features.

• Proposed and implemented seamless conversion of all active WSC users avoiding costly and unnecessary correspondence with each user.

• Converted 250,000 active WSC users for launch with 100% success rate. WSC is currently supporting 400-600 new sign-ups daily. PIAB system is handling 9000 activations per month.

Senior Application Architect 2006 – 2009

Member of Architecture team supporting 8 components and 500+ development team.

• Evaluated third-party debt collection systems for buy/build/partner decision and made recommendations to build.

• Delivered Core Debt Collection Component capable of being independently developed, built and installed, in less than a year.

• Pre-integrated Core Debt Collection Component with Convergys Billing and Rating System.

• Delivered the first customized, production implementation and utility market adaptation of Debt Collection Component for Duke Energy’s BSS solution for Smart Meters.

• Supported Sales and Solution teams with numerous PoCs (Proof of concepts), RFIs (Request for information) and RFPs (Request for proposals) and provided gap analysis, custom solution proposals and estimates.

Solution Architect 2004 – 2005

One of 3 dedicated architects for Vivo, the largest Wireless operator in Brazil (20+ million subscribers at the start of 2004, 66+ million in 2012). Mentored and supported 60+ developers, business analysts and testers located in Brazil, India and US.

• Collaborated with Vivo’s Business and IT to create long term solutions and architectural changes that eliminated implementation of expensive short term features and added flexibility to the system.

• Successfully turned around an unsatisfied client at the end of 2003 to a satisfied client by the end of 2005. Contract rewrite/renewal at the end of 2005 brought an additional 10 million dollars in revenue to the Business Unit.

Application Architect 2000 – 2003

Architect for Debt Collection Component (over 200,000 lines of code, supporting 6 developers) in Core R&D Group.

Additional Relevant Experience

Sr. Systems Analyst, Convergys IMG (Cincinnati, OH) 1997 – 2000

Consultant, IMI systems (Cincinnati, OH) 1996 – 1997

Consultant, Covansys (Farmington Hills, MI) 1994 – 1996

EDUCATION

Texas Tech University (Lubbock, Texas)

Master of Science in Computer Science

University of Kerala, College of Engineering (Kerala, India)

Bachelor of Technology, Electronics and Communication

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