CRMpeople.com

Presents

Resume 795.

• Over 5 years of IT experience
• A Sun Certified Java Programmer for Java 2 Platform
• Skilled in Clarify Implementation, Customization and Maintenance
• Very well versed with Clarify Data model, Clarify tools and customization
• Adept in writing SQL, Stored Procedures and Triggers
• Involved in Clarify Database design and Data Migration
• Expertise in Developing Reports using Crystal Reports 7/8/8.5, Crystal Enterprise
• Experience in Automated Testing of Web Applications and Desktop Applications
• Strong knowledge in Siebel eBusiness Applications, Tools Configuration
• Strong knowledge in .Net and related technologies

• Extensive Clear Call Center, Sales, Quality and Support experience.
• Expertise in Customizing Clarify CRM eSupport Portal (11.2)
• Strong experience working with Clarify Business Objects
• A Solid ClearBasic programming experience.
• A thorough knowledge of Clarify Data Model / Data Dictionary.
• Expert in integrating Clarify database with other external applications.
• Expert in System Administration (Email Clerk, RuleManager, Notify server, etc.)
• Expertise in Installing and Configuring FTS, Tuxedo, Flexible Deployment Server

• Bachelor of Technology, India
• Honors Diploma in Network Centered Computing

• Involved in the Upgradation(Version 9 to 11.2), eSupport Customization, Application Customization and Report Development.
• Single handedly customized the entire eSupport portal for Consumer Affairs and Techline groups.

• Customized Portal.jsp and Logon2.jsp for letting the user to Login into the portal by entering the First Name, Last Name and Phone Number.
• Wrote a generic function to do Telephone & Fax Number Masking in the format (xxx)xxx-xxxx. This function has been included in the FieldValiateInc.js file, so that the function can be called from multiple JSP pages.
• Developed Two Level Hierarchical Pop-Up Lists in JSP for selecting Case Type Level1 and Level2 values. Initially, Level2 Drop Down list will be hidden on Page load, and upon selecting a value in the Level1 will show Level2 drop down list.
• Extensively Customized CaseCreateContent.jsp page to include all the Customer requirements for creating a Case.

1. Made Dealer and VIN fields conditionally required based on the user selection.
2. Displays the VINs related to the Consumer in a Drop Down list.
3. Included additional custom server-side validation to check whether the Consumer has already created a Case with/without a VIN on the same Day

• Customized CaseCreate2.jsp to add the custom fields to the Case table and the Dealership associated with that Case.
• Active Dealer Search Capability:
• Developed Custom JSP pages to incorporate Dealer Search capability from the Case Create Page. On a button click in the Case Create page will open up a new JSP page, which will let you to search for an active KIA Dealer based on City, State and Zip. If no Dealers found for the Zip entered, it’ll automatically refine the search based on the first three digits of the Zip entered.
• Incorporated paging functionality for the Dealer Search Results page. If more than 15 dealers found, it'll display only first 15 dealers, and the next 15 dealers will be displayed only by clicking the 'Next' link.
• Customized Consumer Profile page (Profile.jsp) to let the users enter valid VIN one by one into a list box, on clicking 'Update Profile' button will relate the VINs entered to the Contact record using a Custom relation with VIN master table.
• Developed a custom JSP page (UpdateProfile.jsp), which will be called on clicking the 'Update Profile' button in the Consumer Profile page. This custom JSP page will updates the Consumer Profile, with the information entered in the Profile.jsp page.
• Developed several Javascript functions to do Page-Level validations, before passing the information to the Server for processing.
• Customized Side.jsp page to display only the Menu Items that are required.
• Customized Top.jsp to display KIA logo, Page Header and Hyperlinks for Home and Logout pages.
• Added custom code to reg_do_action_1.jsp as a work-around for the following Clarify bugs -

1. To relate the Time-Zone & State values appropriately for the new Contact created.

• Customized Portal.jsp to display the Open Cases listing with Case ID, Create Date and Call Source. Validates for Legal cases not to be displayed in the Open Case listing.
• Customized ErrorPage.jsp page to display a page with custom message, and two buttons – ‘Back to Portal’ and ‘Return to kia.com’ when the Session times out.

• Streamlined the login process by customizing clfydefault.jsp, Logon2.jsp and Portal.jsp pages, so that

• Customized Portal.jsp and Side.jsp to add new Menu Items(hyperlinks)to various pages within the portal.
• Customized Top.jsp to display KIA logo, Page Header and links to Portal and Logout jsp pages.
• Customized CaseQueryContent.jsp and CaseQuery2Content.jsp pages to search Cases created by the Dealer Tech and the Consumer Cases created against their Dealership.
• Customized CaseShowContent.jsp to let the Dealer Technicians view the Consumer Cases created against their dealership. This has been done to override the Out-of-the-box functionality which wont let you to view Cases if the user is not the Contact of the Case.
• Replaced the Text field for Case ID in CaseCloseContent.jsp with a Dropdown list that lists all the Open Cases.
• Extensively customized CaseCreateContent.jsp to extend the Case create functionality to meet all of the customer requirements. Using this page, Dealer Technicians can create Cases on behalf of the KIA Customers associated with their dealership.

• Added new fields for First Name, Last Name, Title, Phone, Email, Fax, Address Details, VIN, Case Type Level1 and Level2(Two-Tier Hierarchical Dropdown).
• Contact Search - This is similar to the Find Caller functionality in Clarify Application. By entering the First Name, Last Name and the Phone Number, and clicking a button, will look for a Contact in the Database, and if the Contact exists, it’ll fill in all the Address details, Email and Fax Number of the Contact.
• If the Contact doesn’t exists in the Database, a new Account, Site, Contact, Address and Web User records will be created through custom code and are related appropriately, on clicking the ‘Create Case’ button. The new Consumer created using this page will then be able to login immediately to the Consumer Affairs portal without going through the Consumer registration process in the CA Portal.
• Validates the VIN entered in this page against the VIN Master table.
• Customized ErrorPage.jsp page to display custom message on Session Time Out. A new button, ‘End Session’ has been added to this page, on click of which will close off the current browser window.
• Customized CaseNoteContent.jsp for both the Portals to replace the Out-of-the-box Text field to a Dropdown list control, which will list all the Open Cases. This will eliminate the chances of entering invalid Case ID and thereby avoiding additional validations.
• Extensively customized Clarify.css, Portal.css and LaunchPadActive.css Style Sheet files to redefine the look and feel of both the Portals, so that it’ll look similar to kia.com site.
• Developed new GIF images using Paint Shop Pro, which are placed on the Page Header and Footer of all the JSP pages of both the eSupport Portals.
• Created, Configured and Maintained Web Applications in Weblogic Server for the eSupport Portals.
• Assisted Project Manager to prepare detailed test cases for System Testing and UAT

• Customized New Case and Edit Case forms for the Techline and Consumer Affairs group, to incorporate the Case Printing functionality. On a button click, the Case Details will be printed without losing any Case History information.
• Customized Close Case Form to insert record into a custom table, x_case_reopen on Case closure.
• Added code into the Global Module to update the corresponding x_case_reopen record, upon Re-Opening a Case. The custom code will store the Reopen DateTime in a custom field in Case table.
• Customized Edit Case and New Case forms for Techline group, to display DTC Code Types, Codes and Code Description applicable for a given VIN.
• Coded in Global Module to capture the Last Reopen DateTime of a Case by updating a custom field in the Case table.
• Performed Schema Changes using DDEditor and ddcomp to add Custom tables, fields and relations
• Installed and Configured FTS and HummingBird SearchServer5.0 to facilitate the Find Solutions process from both the eSupport Portals.
• Developed DTS Packages using SQL Server2000 to populate data from AS/400 to Custom Clarify tables
• Installed and Configured Tuxedo7.1 and Flexible Deployment Server for Web Client
• Responsible for the installation, configuration and administration of the Weblogic Server software.

• Developed the following Parameterized Reports grouped into several levels, for the Techline group using Crystal Reports8.5 -

1. Techline Call Log By Agent
2. Techline Case Report
3. Case Component / Symptom Report
4. Case Resolution Report

• Developed a complex Stored Procedure for the use of 'Techline Call Log By Agent' Report.
• Developed a query file(.qry file) which contains the SQL that pulls information from the Clarify Database for the ‘Case System Report’.

• Developed several standard and parameterized reports for the IT Helpdesk Project
• Responsible for analysis, development, maintenance and enhancement of Reporting Solutions utilizing Crystal Reports 8.5 and Crystal Enterprise
• Responsible for Report Design and Development, Web Deployment & SQL Development
• Deployed reports in the Web using Crystal Report’s Web Component Server. The reports are then called from a JSP page in the Clarify iSupport application.
• Developed drill down and grouping reports based on identified criteria
• Developed Top N reports to measure the Employee productivity
• Programmatically and/or conditionally chose to hide/unhide the report sections.
• Used SQL Designer to process the SQLs and verified the output prior to creating reports
• Extensively used Select Expert, Formulas, Charts and Report Expert
• Scheduled the reports to run at specified times at specified intervals
• Exported reports to several other formats like PDF, HTML, DHTML etc.
• Worked with DBA and Developers to consolidate information and identify new fields.

• Standard Complaint Module –
• Responsible for the Design and Development of this module.
• Added a button(Details) to the Edit Case form, on clicking this button will display the details of a Standard Complaint Case.
• Contact Form –
• On a button click , displays all the cases sent to a Medical Consultant
• Customized Add/Use/Done and Replace buttons, so that it sends message to Std Complaint Details form to reload the contact information whenever any changes has been made to the Contact.
• Wrote CB BATCH Programs for –
• Updating the Case Types with new values
• Appropriately linking Parent-Child cases for Database Cleanup
• Custom Business Rules
• Correspondence Maintenance Form -
• Developed a form to Add/Replace/Delete information into a custom table called ‘x_correspondence’
• Wrote several functions to populate the values in the Drop Down Lists which are of type, Clarify List
• Correspondence is generated on the fly, at several pre-determined trigger points, based on the information entered using this form.
• Medical Group Form
• Developed a new form to Add/Replace/InActivate Medical Groups, which can be called from Plan/Provider tab.
• Added functionality to bring the ‘Dummy’ value always on top of the sorted list.
• Modified the Change Status(431)form to display the status applicable to a particular kind of Case.
• Customized Close Case Screen(340) for -
• Displaying only the resolutions applicable to a particular kind of case.
• For Standard Complaint Cases, when some values are selected for Close Reason and Close Details, it should create an entry into Actions tab.
• Triggering Custom Business Rules.
• Customized Queue form so that when the ‘Final’ check box in the Resolution tab is checked, will lets to dispatch the case to Final Review Queue, for Standard Complaint Cases.
• Business Rules -
• Developed several Custom Business Rules
• Customized Business Rule Form(472) by adding new events
• Added new relative time from the time start event occurs, this involves adding a value to the drop down and correspondingly adding a value to the prop_name table.
• Added new properties for Custom Business Rules
• Customized Literature Request form for ‘Correspondence’ module. Parameter controls are programmatically displayed for selected templates.
• Customized Queue form so that ‘Final Review’ check box must be checked before dispatching a Standard Complaint Case to the ‘Legal Assignment’ Queue.
• Customized Info/Doc tab to add an entry to the grid with due date set to 5 calendar days and Information Type to ‘HP Resp Requested’, when the status of a Standard Complaint is changed to ‘Complaint Accepted’
• Customized the Case and Subcase Screen’s to handle different kinds of Complaints.
• Modified the Schema File to add new tables, fields and relations.
• Worked closely with QA Engineers in writing the Test Scripts and assisting them in testing Clarify functionality
• Responsible for fixing several Change Requests

• Developed and implemented the business rules for the company.
• Involved in interacting with the users to fix the existing bugs and added new features in Clear Support as per the business requirements.
• Configured Email clerk on the SOLARIS server.
• Installed Clarify (Saturn II) 8.0 on an enterprise level.
• Installed FTS on Clarify client.
• Modified the schema file as per the requirement
• Customized few Clear support forms to suit the business functionality
• Created a purchase order form and linked it with part request.
• Trained the users on Clear Sales Module

• Involved in creating new business rules
• Wrote CB Batch programs for cleaning up corrupted data in the production environment
• Customized Edit Case and Close Case form
• Configured / Customized Clarify database using DD Editor
• Created Triggers and Stored procedure to delete records and unused forms.
• Used dataex to load the data from development database to production database.

• Developed forms using Java Applet for authenticating the users, creating boxes, uploading files etc
• Developed user profile module using Java
• Developed admin module using swing components (Jframe, Jdialog, Jtree etc with sorting and filtering)
• Designed and Developed file upload functionality using Java I/O stream
• Done client side validations using Javascript, VBScript
• Involved in fixing the existing bugs

• Worked closely with the client in the process of understanding their requirements and in converting them into a detailed solution or specification
• Participated in design reviews
• Involved in creating a user interface in VB using ODBC, OLE technologies
• Generated several customized reports using Crystal Reports
• Involved in developing user interfaces using VB / MS Access for standalone applications.
• Conducted Manual and Automated testing for different builds.
• Analyzed performance results and verified with the development team.
• Performed functional, system and performance testing on the entire application.