Project Manager
Resume:
Namratha Sridhar
************@*****.***
SUMMARY OF EXPERTISE:
• 6+ years of experience as a production support executive in maintaining and supporting Voice Response, Call recorder and Dialer application systems.
• Excellent work experience in the Nortel Periphonics VR’s.
• Excellent work experience in Hosted Voice platform solutions like Microsoft Tellme® Platform central, TELMEX ® Six Bells Nekotec solutions and Eckoh® platform.
• Excellent work experience in Premise based Speech recognition Voice platform solution Holly® connects.
• Excellent work experience in NICE Call Recorders platform.
• Excellent work experience in NICE 8.x, Perform Release 2 and Perform Release 3 systems.
• Hands on experience on Aspect Dialer Conversation system.
• Excellent work experience in Dialer Aspect UIP (Unified Internet Protocol) systems.
• Extensive work experience on windows XP/NT/98/’00, Sun Solaris, LINUX and UNIX.
• Excellent work experience in Information Technology Service Management (ITSM) process areas like Incident Management and Change Management.
• Excellent work experience in Production Assurance and Trend Analysis.
• Capable of analyzing systems and delivering solutions thereof.
• Possess good organizational and interpersonal skills in a team-based environment.
• Goal oriented team player, self-starter and a quick learner.
TECHNICAL SKILLS:
Operating System MS Windows 2k/ NT 4.0/98/95, LINUX, UNIX, SUN Solaris
Languages Java, C, C++,
Web Technologies HTML, DHTML, XHTML, XML, VXML, XSLT
Voice Technologies Nortel Periphonics, NICE Call Recorders 8.x/Perform Release 1/2/3, Dialers (ASPECT Conversation System, UIP, ECM)
Server-side/Middleware JDBC
Application/Web Servers IBM WebSphere 6.0.2.1/5.0, Tomcat 4.1
RDBMS Oracle 7x/8i/9i/10g, DB2, SQLServer, Sybase, MS Access
Distributed Computing LDAP, MQ Series
Design Methodology Microsoft Visio 2003, Rational Rose
Reporting Tools Oracle 9i Reports, Crystal Reports Designer/Developer 9.0/8.5/8.0
Operations Framework IBM ManageNow, IBM Infoman, IBM Infoweb
Monitoring Tools HP SiteScope, IBM BMC Patrol, IBM Tivoli
Voice Browsers Microsoft TellMe®, TelMex Loquendo®, Holly® Connects
Configuration Tools Subversion, CVS, Collabnet, PVCS
Certifications Sun Certified Java Programmer (SCJP) for JDK5
PROFESSIONAL ACCOMPLISHMENTS:
Client: American Express, Phoenix, AZ Jan '09 – till date
Role: Tech Lead Project: Voice Response Application
Project Scope: The Voice Automated Technologies group of AMEX is involved in developing
and supporting Interactive Voice Response applications for American Express customers. The voice response applications that are available currently cater to both AMEX card members and merchants. Card member applications allow callers to enter their AMEX card number through the telephone key pad (or by speech) and access their accounts for a variety of services like hearing their account balance, order monthly statements, pay by phone, membership rewards services like point transfer and rewards redemption. Applications have been developed for both the domestic U.S. as well as for International customers. AMEX merchants can also avail various services through Voice response applications like payment listing, statement reorder, pay in gross, order for point of purchase and paper supplies, etc.
The Voice Processing Systems (VPS/is), used globally by AMEX for providing Voice Response applications, integrate the call processing components with speech, telephony, data communications and transaction processing functions in an open UNIX environment. The fundamental architecture of the VPS/is is shaped by the use of scalable SPARC RISC processors with Unix operating system, connected to one or more intelligent Call Processing Subsystems (CPS). The CPS consists of intelligent speech, telephone and data communication components.
Responsibilities:
• Provided Design expertise on the Voice Response application architecture enhancements on Periphonics Voice Response platforms.
• Developed the applications for Point of Arrival solutions and was working on the migration of Periphonics proprietary applications to VXML and Java based solutions.
• Monitoring the system for effective working using various tools proprietary to AMEX.
• Develop configuration settings for the application that will be newly introduced to Tellme® speech platform.
• Deploy configuration settings for the application that will be newly introduced to the hosted voice response solution in Tellme® speech platform.
• Work with the business partners directly and will resolve all the business reported issues by making the code change immediately.
• Worked with the various backend teams and resolve the issues involved in the backend connectivity for the application availability in development during the Quality Assurance/ User Acceptance testing
• Maintain server availability in production and testing environments
• Monitored the Tellme platform application closely and alert the vendors if the calls are handled in Business Contingency plan (BCP) scenario.
• Provided temporary fixes to the incidents opened by the business partners.
• Metrics preparation based on various VR incidents
• Have provided Trend Analysis on the incidents to maximize the system availability and ensure stability to the production environment.
Environment: C, Perl, Java, VXML, Peripro, Sun Sparc Ultra, UNIX, Linux
Client: American Express, Phoenix, AZ Mar ’08 – Dec ‘08
Role: Tech Lead Project: Call Recording System
Project Scope: NICE Call Recording System records Inbound (Intelligent Contact Manager) and outbound (Dialer) calls that are carried through Avaya/Geotel and Unified Internet Protocol (UIP), Davox and Aspect Conversation Systems. Through this system, customer and Agent voice interactions in the call center are recorded along with the Agent Screen recording. Screen recording option allows the Team leads to review the call to see what functions the agent is performing while the call is taking place. Call Recording solution is used mainly for business compliance and Agent training purpose.
Responsibilities:
• Involved in the monitoring of the Call Recorder Systems across the Globe through HP Sitescope monitoring Tool and ensured that 100% Call recording is achieved.
• Have provided technical guidance for recording all the inbound calls on the Next gen Holly system.
• Involved in the analysis of the production issues and resolved them with the appropriate root cause.
• Have provided technical guidance during the project migration from NICE Perform R2 to R3 Systems.
• Have provided technical assistance during the NICE system upgrade from 8.8 version to the Perform R3 system.
• Have installed the monthly Microsoft patch updates for all the windows servers across the globe for AMEX.
• Excellent work experience in configuring the NICE voice loggers.
• Interacted with the business partners team directly and resolved all the critical business reported issues by taking appropriate actions.
• Organized weekly calls with the NICE vendor team for the resolution of the production issues.
• Mentored/lead an offshore and onshore team of 10 for supporting the NICE applications across the Globe for AMEX.
Environment: NICE Perform Release 3, NICE Perform Release 2, Nice 8.X System.
Client: American Express, Phoenix, AZ June ’06 – Feb ‘08
Role: Team Member Project: Dialers
Project Scope: Automated Dialing platform (Dialers) automates all the dialing process in the contact management center for American Express. Dialer is a piece of telephony equipment that dials card members calls automatically. Dialer system intelligently sorts contact lists and places the call and connects the call to an available agent when a human voice is detected at the other end. An agent can take both inbound and outbound calls using the dialer adding to improvement in agent utilization.
Responsibilities:
• Involved in the monitoring of the Aspect Conversation System, Aspect Unified Internet Protocol(UIP) system and Enterprise Campaign Manager(ECM) system across the Globe for AMEX and ensured higher availability of the Dialer platform.
• Involved in the analysis of the production issues and resolved them with the appropriate root cause.
• Have provided technical guidance during the project migration from Aspect Conversation to Unified Internet Protocol(UIP) System.
• Have installed the monthly Microsoft patch updates for all the UIP windows servers across the globe for AMEX.
• Interacted with the business partners team directly and resolved all the critical business reported issues by taking appropriate actions.
• Proactively involved in taking the initiative for writing the scripts for monitoring the Dialer systems.
Environment: Aspect Conversation System, Aspect Unified Internet Protocol(UIP), Enterprise Campaign Manager(ECM).
Client: Tata Consultancy Services, India Sep ’05 – May ‘06
Role: Software Developer Project: Report Generating System
Project Scope: This customized software is useful for providing financial statements and reports to the Organization. This accounting system is windows based accounting package and it has many features like online report generation, aging analysis of debtors and creditors, import and export of data. These financial statements and the reports help the management in knowing the company position and taking decisions towards the growth of the concern.
Responsibilities:
• Involved in design, development, integration and testing of the application and also involved in the design of GUI for the user’s options that give the interface to the user for updating, inserting, and deleting records and other operations.
• Developed database triggers and wrote stored procedures.
• The reports like Profit & Loss Account, Balance Sheet, Bank Transaction reports, Cash Transaction reports, Creditors List, Debtors List, daily reports, monthly and Yearly reports have been generated.
Environment: JDK 1.3, AWT, SQL, PL/SQL, JDBC, Swing, Oracle 7.1, Windows NT 4.0
EDUCATION:
Bachelor of Technology (B.Tech., Information Technology), Vellore Institute of Technology, India.
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