Content Management Systems:
Key Accomplishments:
- Managed Global and Regional CMS teams across various regions to develop region-specific application consumption, satisfying the unique requirements of each market. Led the Global and Regional Content Management System (CMS) teams to collaborate with onsite and offshore team members of the UI, Mobile Development, Testing and QA teams on Product Development for Android and iOS platforms.
- Ensured successful project completion within resource allocation and timeframe by overseeing all phases of the project life cycle: Provided technical guidance to development teams in the requirement phase, Completed design documentation, Managed application development, Monitored unit and system integration testing, and Supported user acceptance pass criteria.
- Co-ordinated with testing team for a smooth SIT/UAT testing phases by developing test plans, documenting test cases, and generating test scenarios. Involved in the test plan review process with development and testing team to identify any gap and subsequently suggest fix as necessary.
- Collaborated and Promoted group harmony and teamwork with a cross-functional team working in all functions: planning, analysis, design, coding, unit testing and acceptance testing.
- Gathered project status and discussed with stakeholders frequently. Mitigation plans and escalations promptly handled with appropriate groups in a timely manner.
Technical Environment:
Designed, developed, and wrote application code in Java, JavaScript, HTML, XML, CSS and JQuery. Projects developed in a J2EE environment with Eclipse IDE, SQL Developer, Clearcase Source Control, Apache Web Server, and WebSphere Application Server. Microsoft Office suite, Visio and Project used for documentation and project tracking. Project documentations maintained in SharePoint. Performed all phases of testing using HP Quality Center to track defects.
Web Application Development and Security Implementation:
Led a cross-functional team of onsite and offshore resources to redesign the company’s online website
application flows employing a Continuous Integration model in a J2EE environment with Eclipse IDE, SQL Developer, Rational Team Concert, Apache Web Server, and WebSphere Application Server.
Key Accomplishments:
- Improved the application submission rate of the internet-wanderer acquisition process by reducing the number of steps in the application submission process and redesigning the pages for a better user experience.
- Improved online security, in collaboration with the systems infrastructure team, to prevent account harvesting, taking on a project management role in the implementation of various security measures, including Filter Enhancements, Honeypot Tokens, Functional Throttling, ArcSight Integration, Dynamic Event Triggering, Cookie Detection, and Log Injection.
- Ensured the timely and quality completion of the project by managing cross-functional teams and overseeing multiple phases of the Software Development Life Cycle including requirement gathering, design and documentation, resource allocation, development, testing, deployment, and user acceptance.
- Increased efficiency, accuracy, and reliability by determining requirements, analyzing processes, mitigating potential risks, and implementing process improvements.
Citicards Credit Decision System:
Key Accomplishments:
- Effectively and efficiently managed onsite and offshore resources with agile software development methodology for the “Division Monitor” project, a tool to monitor real-time customer service trends and data analytics like Average Speed of Answer, Calls Percentage in Queue, Number of Calls Dropped from Queue and Average Length of a Call, across various divisions / lines of businesses. The Historical Reporting module was designed to generate various reports with flexible parameters.
- Maximized Call Center efficiencies across various lines of business by serving as technical lead, overseeing cross-functional teams, to implement the Division Monitor project. This project was designed to collect customer service associates’ call data from Lucent Call Server, Work Force Management System, and Forecast management systems and deliver the data to the Unit Managers in real time.
- Conceived, designed and implemented “Common Exception Decisioning Infrastructure (CEDI)” module for Citibank’s Credit Decision System which optimized the credit decision process, saving an average of seven seconds per credit application decision.
- Completely re-engineered CEDI module after the huge raise in the number of credit decision rules over time, which caused the application’s footprint to become a concern. The re-engineered application module employed predictive rule loading and compression methodology for complex rules among other improvements, that resulted in the reduction of the application footprint from 32 GB to less than 6 GB while not compromising the velocity and quality of the decision process.
- Increased the approval rate for credit applications by spearheading the successful launch of a Common Exception Decisioning Infrastructure Server (CEDI Server), which allowed multiple credit decision applications to be processes simultaneously.
- Improved productivity and performance of the team by training and mentoring junior team members in the onboarding process and motivating them through a knowledge-sharing program.
- Employed industry standard “Business Analysis Techniques” like MOST (Mission, Objectives, Strategies and Tactics), SCOT (Strengths, Challenges, Opportunities and Threats) and MoSCoW (Must have, Should have, Could have and Would like to have) for successful product development lifecycle from conceptualization through production deployment.
Technical Environment:
Applications developed in C/C++/Java languages in Solaris, Windows and Mainframe platforms using Unix Shell Script, C++ STL, Java AWT, Applet, Websphere MQ, Oracle DB, SFTP and Web Service technologies (for inter-application communication). MS Office suite and Visio used for documentation and maintained in SharePoint. HP Loadrunner used for testing. HP Quality Center used to track testing.
Computer Telephony Interface:
Key Accomplishments:
- Integrated AT&T G3 telephone switches with the Customer Service Support Platform with the Computer Telephony Interface (CTI) project. Reduced customer service call time, improved efficiency, and streamlined pre-fetching customer information and delivering them to the Customer Service Representative’s support application before the representative connected to the customer.
- CTI was successfully implemented in C/C++ in Solaris platform. Rapid Application Development Project Management methodology with a highly technical team made it possible for the Application development and deployment under the stipulated timeframe under budget with quality.
- Increased efficiency by streamlining operational processes and supporting customer service, collections, and credit operators by spearheading the implementation of common functionalities in the Sawgrass Project, which employed a technical framework that tied together flexible architecture and inter-departmental operational processes. Sawgrass Application tied customer’s various business relationships (Credit Card, Personal Banking, Private Banking, Mortgage, Asset Management, Personal and Property Insurance) under one streamlined convenient Customer Service Platform.
Technical Environment:
Applications developed in C/C++ languages in Solaris & Windows platforms using Unix Shell Script, C++ STL, Oracle DB, and Sun X-Windows. MS Office suite used for documentation. McCabe tool used for testing and defect tracking.
