Chandan Agrawal

[email protected]

+44 786 115 6637

Professional Summary

 

Approx 7 yrs of experience in full software development life cycle with strong telecom/web development skills. Dedicated, self-motivated and team player with excellent communication skills. Worked on Call Center Tech, X.25, TCP/IP, VoIP and JAVA/J2EE for major players like Nortel and Aspect. Proficiency in Java.

 

Education

Degree	University
B. Tech., Computer Sc & Engg, (Gold Medalist)	KNIT, Sultanpur, UP.

 

 

Experience

Organization	Designation	Duration
Satyam Computer Services Ltd, Bangalore	Senior Systems Analyst	Sep 2003 – till date
Aspect Communications Inc, USA.   Network Programs India, NOIDA, India	Software Consultant   Senior Member of Technical Staff	Mar 2000-Sep 2003
Tata Consultancy Services (TCS), Gurgaon, India	Assistant System Analyst	May 1999 – Feb 2000
TCS Nortel, Mumbai, India	Assistant System Analyst	Aug 1997 – Apr 1999

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Technical Skills

OS	Windows, UNIX.
LANGUAGES	Java, JSP, HTML, UML, Perl and Visual Test.
TECHNOLOGIES	CTI, IVR, Call Center, X.25, TCP/IP, H323, SIP, WSDL.
TOOLS	Aspect ACD, Asect ECS, Aspect IVR, IBM WebSphere Application Developer, Sun JDK, Oracle JDeveloper, Apache Tomcat Web Server, Ant, IBM VisualAge, SmartSockets, FrameBuilder, Workflow Designer, Problem Report System (PRS), Clear Quest, NetMon, Hammer, JMS.
Configuration Mgmt	ClearCase, VSS, StarTeam
GUI/Front ends	Java Applets/Servlets, JSP, Struts, STXX.

 

Projects Profile

 

1.	Project Name:  Contact Center for Hutchison3G
Client	Hutchison3G UK
Role	Consultant
Organization	Hutchison3G
Team size	15
Duration	6 months

 

Project Description:

The client Hutchison3G is having its Contact Centers at multiple locations across Europe. The development for these applications is done at their Maidenhead facility in UK. The project mainly consists of developing the EFlows for the Aspect ECS application, CCTs for the Aspect ACD or scripts for the Aspect IVR application. The agent locations are distributed across globe including India and the agents login over the IP network and voice also travels over the VoIP (both H323 and SIP). The Cisco gateway and Aspect’s VoIP controller product are being used to provide the end to end connectivity. The Contact Center solution is integrated with the Firepond Email Adapter for support to email being received by the Call center. The new release of the Contact Center is connected to the People Soft for CRM purpose.

 

Contribution

• Wrote the Winset Client applications to work as the desktop applications for the agents to handle voice calls.
• Writing the EFlows, CCTs and the IVR scripts.
• Developed the proxy sites using J2EE to provide the interface between Aspect ECS and the existing applications of Hutchison3G like Voucher Management System or the People Soft Proxy for catering the CRM needs.
• Currently deploying the Contact Centre for Hutchison3G Italy. The deployment involves ACDs at 4 different locations being controlled by a single ECS located at one different site.

 

 

 

2.	Project Name:  NSP
Client	Steleus Inc
Role	Software Consultant
Organization	Network Programs
Team size	20
Duration	3 months

 

Project Description:

 

Steleus Inc wants its applications to be ported to the NSP developed by NPI. I was the Team lead for two applications: ProScan and ProTraq. These applications let the user analyze the CDR traffic on the network.  The estimated effort is 43 man months for the two applications. The India team and the French team is supposed to be working on this.

 

Contribution

 

• Development of Pro Applications:
• My responsibility is delivery of the two applications.
• Technically/managerially leading the team.
• Have already delivered the SRS document.

 

 

 

3	Project Name: SMS-NSP
Client	Steleus Inc
Role	Software Consultant
Organization	Network Programs, NOIDA, India.
Team Size	20
Duration	3 months

 

 

Project Description:

Steleus Inc is the client for which NPI is developing a SMS (Simple Text Message) management software and a software platform NSP. This will help the client manage the SMSs flowing through the switch as per the requirement.

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Contribution

 

Development of OAM GUI:

• My responsibility is development of Servlet/JSP based OAM GUI that reads the configuration data from the XML files and writes back to the same XML files.
• Also the facility is provided so that the administrator can change the few predetermined parameters while the component is running. This is achieved via JMX.

Other.:

Monitoring/Supporting the Installsheild team with the JAVA code they need to prepare the installer.

 

 

 

 

4	Project Name:
Client	Aspect Communications, Chelmsford, MA
Role	Software Consultant
Organization	Network Programs, NOIDA, India.
Duration	Nov 2000 – Dec 2002
Team Size	20

 

Project Description:

 

Designated as Software Consultant for Aspect Communications, primarily to work in a team of 20 Aspect Engineers involved in configuration and integration of an IP based Call center solution. Involved in following tiers of Aspect call center

 

Contribution

• Involved in writing call related workflows using Aspect Workflow Architect Application
• Involved in handling blended media requests (Voice, VoIP, web, email) from customers and routing the requests to appropriate designed agent using H323 development tool.
• Providing 1’st level and 2’nd Level of Customer Support to customers in various geographical locations.
• Involved in Configuration & Installation of complete Aspect ECS (AAR, eFlow, Timesten etc)

 

 

Development of tools:

 

• Developed H323 and SIP call generator tool using JAVA stacks.
• Designed and developed Virtual Agent Desktop that can simulate n number of agents on a single machine so that multiple agent scenarios can be tested from a single machine using JAVA/JMS.
• Developed test scripts that can automate the test cases written to verify the product using Visual test.
• Developed a prototype of a Virtual Shopping Center where you can give your product pictures, details and costs in the config file and the prototype will be ready using Servlets.

Testing:

• Wrote the integration test cases and executed them both manually and using the automation tools.
• Automated the test cases using Visual Test.

Misc.:

• Supported other test teams regarding the understanding and working of the product.

Participated in the design and development of Java RMI based Agent Simulator.

 

 

5	Project Name:
Client	Network Programs India, NOIDA, India
Role	Senior Member of Technical Staff:
Organization	Network Programs India, NOIDA, India
Duration	7
Team Size	15

 

Project Description:

 

NPI has a call center product that ICR/IVR on top of routing capabilities of the PBX along with integration support for CRM software. The product also provides a feature that can let the customers to request a Callback from the Internet. The customers that abandon the call after waiting for sometime in the queue are also called back.

 

The logic of the product was developed using a Delphi based Architect. These action block have TSAPI implemented to interact with the PBX using the Dialogic cards, TCP/IP implemented to interact with the call center agents and can interact with any JDBC complaint database. These action blocks were placed in the desired sequence to produce business logic.

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Contribution

 

Development of Business Logic Scripts:

 

• Developed the business logic scripts for the call center-using Architect.
• Active interaction with the NPI Call Center customers to understand their specific needs and implementing them.

 

Developed the ‘Net Meet me’ feature that could let the customers request a call back on a Netmeeting as well.

 

6	Project Name: Web Enabling of DRS
Client	PONL
Role	Assistant System Analyst
Organization	Tata Consultancy Services (TCS), Gurgaon, India
Duration	May 1999 – Feb 2000
Team Size	7

 

 

Project Description:

 

DRS was a text based repository system with the client PONL. The client wanted the same system to be accessed from the web pages. I was the technical team leader for this project. The new front end was a Java Applet and the back end was written in C. The two ends were made to communicate using TCP/IP sockets. The data was collected and formatted by the C program in the back end and was send to the JAVA Applet on the browser. The applet used to get the user request and send it back to the C program.

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Contribution

 

• Technical Team Leader with 5 members.
• Designed the communication protocol to be used between two ends. The two ends were communicating using JAVA and C.

• Did the implementation for JAVA Applet and supervised the C program coding.
• Performed the unit/integration testing for the product.
• Performed the deployment of the same on the Apache Web Server.

 

 

7	Project Name: Porting of XLIU Logs to the CM
Client	. Nortel
Role	Assistant System Analyst
Organization	TCS Nortel, Mumbai, India
Duration	Aug 1997 – Apr 1999
Team Size	15

 

 

Project Description:

           

L2/L3 Packet Abnormality Counting & Logging: approx 15 persons in the team

In a Nortel switch the abnormalities would get generated during any data transfer. The S/W facilitates the customer to count & log the abnormalities being generated during the course of     communication on the ISDN switch. The L2 and L3 will separately detect the occurrence of abnormality & will report to the XLIU. XLIU will then generate the corresponding abnormality report. The crossing of a predetermined threshold value for the number of abnormalities in XLIU will generate a log in CM. The logging could be turned on or off for each abnormality.

 

Contribution

 

Code Owner I was responsible to monitor the modules, review and approve any code changes that are to be made in those modules. The switches use SOS. Development environment used VSOS.

 

• Writing the design documents.
• Implementation of the software using C and PROTEL.
• Unit and Integration testing.
•  Completed a 13-week support for the software.
• Porting of XLIU Logs to the CM: