Language: C,C++, C# .NET, VB, VB.Net, SQL.
Additional Wares: Hibernate, .Net Framework (2.0, 3.0, 3.5), JDK (5.0), Install Shield, Windows Communication Foundation, Windows Presentation Foundation, Windows workflow foundation, Windows sync foundation
Domain Awareness: CTI, CRM, ERP
Technical Certifications: MCSD (.Net)
Professional Qualification Bachelor of Engineering in Telecommunication Engineering from MVIT, Bangalore in 2002.
Technical Skills Involved in development & design, integration and implementation of multi-tier architectural software products.
Operating System: Windows-NT/2000/2003, Enterprise Redhat.
Professional Experience – Over Five years and half years of experience in software development and design covering about all phases software development life cycle.
Currently working as Software Engineer at Cisco Systems, Bangalore since April 2006.
Professional Experience:
The Projects that I have been involved in have been listed in chronological order ordered by company.
Cisco Systems
In the present company I am working with the Voice solutions group, which caters VoIP solutions to SMB customers across the world. In my current role I am working on Contact center solitions, which include intelligent call routing application, CRS (Cisco Response Solution) and also the reporting solution that is sold separately called Latigent. These products are market leaders in the contact center space and are tightly integrated with Cisco’s voice solutions portfolio. I am actively involved in both these products. I had the responsibility to provide technical guidance to a sub-team of four members. Description of these projects is below:
Project 1: Latigent Reporting Solution
Period: Apr ’06 – Now
Team Size: 5
Platform: Windows 2003 server, MS SQL 2K
Software: C#.Net, VB
Description: This product is a generic solution that was developed to integrate with various Contact center solutions that Cisco had to offer and provide a common interface to customer looking for advanced reporting capabilities. This product was mainly developed in C#.Net and the core of the reporting engine was driven by the data that was written into the MS SQL database by the Cisco Response solutions and other Cisco call center products. This project was a result of an acquisition by Cisco and hence we did not participate in the design of this product. However we did perform several enhancements on the same.
My Role:
As a team member I was involved sustaining this product. Also this role involved interfacing with customer and partners to fix issues and ease deployments.
HP(Hewlett Packard)
In HP I was working as software engineer, I had been working in Access channel integration Team which was being operated by HP Germany office. My Role in HP involved the design; implementation of the new features in HP designed ACI products and customer communication. I have worked on the two versions of this product eTouch5.0 and eTouch 6.0.
Project 1: eTouch 6.0 and eTouch 5.0
Period: Mar ’04 – Apr ‘06
Team Size: 10
Platform: Windows 2000.
Software: .NET ,C# VC++ and COM
Description: The mission of ACI program was to ‘Provide seamless integration of HP customer support where the customer is offered multiple support channels (voice, web) regardless of country, language, or time zone. Enable immediate access to the right technical information (self-solve), or the right technical representative with automatic access to current, complete information to support the customer in the most effective way possible. eTouch is an agent desktop application built upon CISCO’s CTI interfaces. ETouch provides all the call control functionalities needed for an agent along with its integrated to outlook address book for speed dialling. And it can be easily integrated with any CRM package.
My Role:
As a team member I was involved in designing eTouch 6.0 architecture and development of this product.
Project 2: HP-TNT
Period: July ’03 – Mar ’04
Team Size: 4
Platform: Windows 2000/XP.
Software: .NET ,C# and JAVA
Description: Hewlett Packard was looking to develop an extension to the base set of Softphone functionality not found within the CTIOS / CTI Server. The solution was to bridge HP call centers and creates a means to route calls and communicate data between them.
The solution was to create an enhancement to the current Cisco CTIOS / CTI server i.e. the development of a custom component to run on the PG that supports this process. This component is based on communication of data between Call centers using sockets. A socket server component was created that would serve as a nodal center for communication and also pass data to the current call center ICM (Intelligent Call Manager) through a JAVA VRU component. This meant the server component would have to concurrently service multiple requests.
This component was created using C# and Java. A client component was then designed to receive the data to receive this data and pass this information to the Client site ICM. The Client applications also has the capability of passing the status back to the server.
My Role:
As a team member I was involved in development of this component.
Taurus technologies India Limited
Taurus is a Bangalore based system Integration Company dedicated to providing customized technology services to the customers. Right from its inception, it has been occupying a key seat in the IT map of Bangalore and India at large. As it grew, it took to catering to IT Solutions too, providing fully Esteemed Automation Solutions. And ten years after its inception, in 1998, a Network Division was also started, to cater to the networking needs of its clients.
Undergone Projects
Project 1: MMS(Message Management System)
Period: Nov ‘02 to June‘03
Team Size: 4
Description: MMS is a powerful delivery, response management, and personalized solution offering sophisticated workflow, issue tracking, and intelligent response to customer. MMS, in new concept of business model which, when used properly, can be used to deliver quality online service. The various component of the product describe below:
MMS Admin (Mailbox and service): The MMS Administration GUI is the configuration interface of a MMS system, It’s being used to stores the information about the Mailserver (MS Exchange Server), creates, deletes and modifies mailboxes on that Mailserver using another component MMSAdminService, an NT Service. It also links a mailbox to a service and configures the agent finding parameters for a service. The MMS Admin GUI stores all
this information in the database.
Its development is in VC++ 6.0 over Windows NT 4.0
MMS GUI ( ActiveX)
Its Similar to the most of the Mail handling GUIs and being provided as an ActiveX control.
The ServiceMailbox Tree controls with the set of folders under each mailbox.
The messages list control lists the mails under each mailbox.
The ReadReply control is used to read the message, reply to a message or write a new message or reassign the mail to another agent. The development is using VB 6.0 over Windows NT 4.0
My Role:
As a team member I was involved in development and implementation of and module level testing of these components.
Project 2: AdminCOM and CC Administration
Period: Aug ‘02 to Oct ‘02
Team Size: 2
Description: CCAdmin is the main Administration GUI through which all the administration work of a call center is done. On login it connects itself to the call center server through a middleware AdminCOM a COM component, and shows all the configuration parameters in a treeview.
Platform: WindowsNT 4.0.
Software: VB and VC++6.0.
My Role: As a team member I was involved in
1) Adding some more Features to it.
2) Unit and module level testing of component with extra features.
