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Manager Customer Care Resume Austin, TX
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Title Manager Customer Care
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Name: Sriram SalikaEmail: EMAIL AVAILABLEContact:PHONE NUMBER AVAILABLECandidate's Name (PRPC)Professional Summary:Certified Senior System Architect in Pega with overall 6 years of experience in Information Technology. Which includes 5+ years in Pega.Good experience in Design, Development and Testing of Pega RULES Process Commander based systems.Good Exposure to Candidate's Name ure, Inheritance and Rule ResolutionDesigned PRPC flows using Assignments, Utilities, Decision, Split-Join shapesExpertise in to better understand end user requirements and to prepare technical design documents.Experience in creating Operators, Access Groups, Roles, Work baskets and work groupsExpertise in analysis, design, development and managing Work Flows, Class Structure design, User Interface (UI), creating various Flow Actions, Activities, Correspondence rules, Security in the PRPC application.Implemented business rules using Decision Rules, Declarative Rules.Experience in using Services and Connectors - SOAP, Connect-Rest, Service-Rest, File Listeners, Email Listeners, and connect-SQL in PRPC to integrate with external systems.Experience in Agile/Scrum Methodology.Implemented Reusable Components by using PEGA PRPC.Experience in developing Harness, Sections and SLA.Implemented the business rules based on Software Requirement Specifications (SRS) using PRPC.Proficient in using the Construction and debugging tools like Tracer, UI Inspector, SMA and Clipboard.Experience in using System Management Application (SMA) for Agents.Experience in implementing Agents and Case Management.Experience in defining Report Definition rulesDomain knowledge in Insurance, Risk Management, Railways, Health Care.Good exposure to Rule Maintenance activities like Rule set creation, versioning, promoting from Dev to QA then to Pre- Prod then to Production.Exposure in defect tracking tools like JIRA, Service-Now.Possess excellent business and technical knowledge with a good understanding of BPM principles.Key strengths are Quality Consciousness, Problem Solving, Commitment, Flexibility, Application Knowledge, Work Ethics, and Technical Capability, Leadership Qualities, Personal Effectiveness and ability to learn on the job.Experience in coordinating the Onsite-OffshoreExperience in agile methodology.Good client interaction experience.Knowledge in web development experience with J2EE components that includes EJB, Servlets, Jakarta STRUTS and JSP.Good amount of exposure to onsite and offshore model of project implementationHave good communication, presentation and documentation skills, an excellent team player works towards the growth of organization.Well adaptable to challenging environments, Strong work ethics and commitment to work will well serve to achieve Clients objectives.Technical Skills:Java/J2EE TechnologiesJ2EE, JSP, JDBC, JMS, Web ServicesOperating SystemsWindows 2000, XP, Windows NT, Unix/Linux (Red Hat), UbuntuProgramming LanguageJava, J2EE, SQL, PL/SQLBPM ProductPega Rules Process Commander (PRPC v PHONE NUMBER AVAILABLEData BaseOracle 9i/10g, SQL Server, MS Access, DB2, MYSQLWeb TechnologiesHTML, DHTML, JavaScript, XML, XSL, XSLT, XSD, DTDWeb/App ServersApache Tomcat 6.0, web logic8.1/9.2, web sphere 6.0ToolsMicrosoft Visio, Rational Rose, Quality Center, Eclipse, Rational Rose,MethodologiesWaterfall, Agile/ScrumEducation:MS In Computer ScienceCertifications:PRPC System ArchitectPRPC Senior System ArchitectPRPC Certified Decisioning ConsulatantProfessional Summary:Bank Of America,Charlotte,NC May19  Till date.Candidate's Name
The Workflow & Case Management project was designed to reduce manual hand-offs associate with core EIT Processes, support tracking across testing life-cycle, automate functionality for 3-path(all path),re-mediate Test Lead Update Tool(TLUT) and enable integration with OCPResponsibilities:Worked with Business Partners, Business Analysts and the management team in analyzing and understanding the requirements.Involved in designing the Technical Design Documents for the Workflow development team.Worked on the Enterprise layer class structure to build enterprise components used across the organization like data classes and integration classes.Performing design, development reviews at the beginning and end of each sprint.Participated extensively in designing application security which involves setting up Access groups, Access Roles, Operators, Application ID, Org Divisions, Org Units and Work groups.Coded various PRPC activities, flows, flow actions, assignments, SLA( Service Level Agreement), declarative rules.Created reports (charts) using Report Definition.Worked on PRPC User Interface development  Sections, Harnesses, Flow Actions.Creation for integration rules as RULE-Connect-REST, RULE-Service-REST.Followed Pega Guardrails in implementation of the application.Worked extensively with Agents and Data pages.Prototype and create business domain specific workflows with rule-based decision logic.Ensure that the business and technical architecture of the delivered solution related to Pega PRPC (PegaRULES Process Commander) matches customer requirements.Implementation of Declarative Processing features  Expressions, Constraints, On Change, Decision Rules like Decision Table, Decision Map.Created Agents which will run in the background for sending Email Notifications and restarts other agents when they got exception, to intimate status of case processing which are coming from upstream applications.Assist with planning and execution of unit, integration and user acceptance testing.Facilitate knowledge transfer of PRPC functionality and application functionality.Involved in debugging application using Pega Tracer tool, performance testing using PAL tool.Environment: Pega Development Environment PRPC V7.3, HTML, JavaScript, XML, Oracle SQL,OpenSpanAmerican Express, Sunrise, FL Jan18  Apr19.Candidate's Name (Sr.Developer)The American Express Company (Amex), is an American multinational financial service.Global Dispute Management (GDM), is a complex system with multiple functionalities interacting with variety of interfacing application. GDM application provides the capability End-To-End merchant transactions disputes for account supporting all the Amex customer care professionals. I was concentrated in one of the branches of solving the Fraud claim cases which deals with the international markets like France, UK, Germany. We work on developing and enhancement of the application for atomizing the process of implementation of the benefit plans for our clients and their customers and employs.Responsibilities:Involved in the Elaboration phase with the Clients business team and captured the requirements using the DCOInvolved in this project from the beginning of the Elaboration.Responsible for gathering, analyzing, and documenting business requirements; writing use cases (UML), functional and non-functional specifications based on information gathering sessions with business unit stakeholders and technical team members.Performed Requirement Analysis by gathering both functional and nonfunctional requirements based on interactions with the process owners & stake holders and document analysis, represented them in Requirements Traceability Matrix (RTM).Worked as analyst on claims transformation project using BPM tool Pega in Agile methodology.Created and maintained Narrative Use Cases (Business Use Cases, System Use Cases) and modelled Use Case Diagrams, Activity Diagrams, Data Flow Diagrams using MS Visio.Playing a major role as a PEGA Business Analyst in leading, assisting and identifying optimally defined process flows, use cases and requirements during Direct Capture of Objectives (DCO) sessions.Configuration of the Agents nodes and Batch nodes in prod environmentImplemented the complete Flow in this project.Implemented the complete Integration level components and design.Proposed very good solutions in the design of the integration class structure.Designed and implemented the Organization (DB) core components.Involved in developing the reports and Business Logic.Implemented the Field Level AuditingComplete environment support in load testing environments.Used PLA for the exceptions and involved in performance tuning.Involved in analyzing the Integration layer performance using the Fiddler tool.Environment: PRPC 6.2, 7.1.9, SP2, Oracle 9i, MS-SQL Server, RAD, HTML, SOAP, XML, XSLT, Service Case Manager, CSS, ANT script, Java Script, SPM HC, Quality Center, Share Point, Log4j, MS Visio.BayView Financial,Coral Gables, FL Mar17  Jan18Candidate's Name
Bayview Asset Management is an investment management firm focused on investments in mortgage credit, including whole loans, mortgage-backed securities, mortgage servicing rights, and mortgage-related assets. We provide a wide range of services, including managing pooled investment vehicles, providing mortgage-related advisory services, and operating a top-rated residential and commercial special servicer.Responsibilities:Provide technical input for creation of Business Requirement DocumentsCreated Application profile and executed Application Accelerator using Pega DCO tools and assisted in creating use cases and HLD documentation.Participated in creation of application specific Class structure and Rule set structure.Created Draft Flows, mockup screens in Pega for business demo and LLD documentation.Involved in technical discussions related to integration with external applications.Developed business rules in PPFN Pega application to identify PPFN eligible loans using activities, decision rules.Code RESTAPI Web services to be consumed by the Web development teamDeveloped application specific integration tasks to intake loan and case details for bankruptcy cases from iSeries using MQ.Exposure in Configuration of Agents, JMS MDB listeners, Service and parse rules to intake data from iSeries, receive and process feedback on PPFNs received from attorneys using LPS application.Responsible for creation and updates of activities, flows, workbaskets to intake PPFN eligible cases, create cases and assign for BAC user review in case of exception as per business requirements.Responsible to create eForm file, eForm map rules to generate PDF of the PPFN work object and refer the PDF to attorney.Created the flows and UI  flow actions, section, harness and controls to allow BAC user to perform different tasks of including/excluding a fee on PPFN, approve or stop a PPFN, Create a manual PPFNs etc.;Attended Status calls with Business, Technical and Infra structure Teams to discuss and update project status.Extensively used Pega Clipboard and Tracer for debugging of processes developed.Participated extensively in designing application security which involves setting up Access groups, Access Roles, Operators, Application ID, Work groups, Work basket and SLA rules.Environment: Pega PRPC V6.2, Web Sphere, iSeries, MS Visio 2007, Oracle 11g.Asurion, Alpharetta, GA Jun'16  Feb17Candidate's Name
Citi works tirelessly to serve individuals, communities, institutions and nations. With 200 years of experience meeting the world's toughest challenges and seizing its greatest opportunities, we strive to create the best outcomes for our clients and customers with financial solutions that are simple, creative and responsible. An institution connecting over 1,000 cities, 160 countries and millions of people. This project involves all sectors of banking.Responsibilities:Created HTML rules, Properties, Embedded Pages and Correspondences.Created Activities, steps and methods like property set, page new, calling other activities for implementing core business logic.Development of architectural design artifacts for Pega solutions addressing customer requirements.Assess and manage functional and non-functional requirements and ensure that they are addressed with the technical solutionFlexible self-starter, who enjoys solving problems and technical challenge.Designed and implemented User Interfaces using Sections, Harness and Portals.Designed custom User and Manager Portals.Used DCO, one of the latest requirements methodologies for quickly capturing client objectives.Involved in Creation of validation rules to implement business logic validation.Worked on Designing and developing Workflows, and Rule sets as well as integrating the application with external systems.Worked with Agents.Worked on setting up Access groups, Access Roles, Operators, Application ID, Org Divisions, Org Units and Work groups.Involved in testing and troubleshooting the issues of application using PRPC tools like Rules Inspector, Clipboard, and Tracer.Used obj-open, obj-browse, and obj-save depending on the business rules in the project.Redesigned PegaCHAT related sections, scripts which control the functionality.Environment: Pega PRPC V6.2, Web Sphere, iSeries, MS Visio 2007, Oracle 11g.DHL, Mumbai, India Jan14  Jun15Java /Pega DeveloperInvolved in the development of an online payables system integrated with the existing payment manager solution. The online tool is accessible via the portal. Users have the ability to perform role specific functions and transactions that will be validated by the online system. Features like reporting, secure email notification, transaction acknowledgment, file uploading, etc. are part of the online system functionality.Responsibilities:Gathered, developed, and maintained various business requirements from initial phase to final implementationAssisted database designers by continuous involvement in transition from business data to database design.Designed rich user interface components in JSP technology and Client validations using JavaScript.Involved in the Implementation process of Struts pagination to display search results in pages.Mapped Form and Action Classes in Struts-config.xml.Coordinating with the business and QA team.Represented in team of UAT, Bug fixes and technical support.Troubleshooting & fixing defects.Environment: Java, JSP,PRPC 5.4, PEGA CPM HC 7.2, MS Visio, Servlets, JDBC, Struts, Hibernate, Java Script, Tomcat, CVS, UNIX, Eclipse, XML Oracle

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