Durga Prasad Reddy

Customer : Vodafone India

Responsibilites:

• Deployed & implemented ICON & Infomart (8.5) in IBM for Vodafone project
• Deployed & implemented GAX & PULSE for Vodafone project
• Installed and upgraded all ICON & GIM, RAA applications in ICICI & IBM environment
• Worked on Infomart reporting for Call volume, agent AHT and Service level
• Worked on agent Tracer & login logout Report
• Worked CLI reports for abandoned & normal Calls
• Worked On attached data Reports
• Worked on multi tenant reports
• Worked on Multimedia & Chat reports as per Customer requirement
• Installed GAX & Pulse and Created real time reports in pulse
• Deployed & Tested the WebRTC in development environment.

Customer: ICICI Bank

Responsibilites:

• GIM (Genesys Infomart), ICON & GI2, Genesys Voice, Inbound and Outbound & Eservices, Video Chat
• Custom Reports creation in Genesys interactive insights(GI2).
• Genesys CCPulse & Pulse deployments and Creating Custom Reports.
• Genesys Apps Upgradation.

Customer : Lufthansa Airways, USA

Project Description:

DockEnroll is a billing tool. This project deals with the Clearance of the Air Way bill (Cargo) from the Dock (where the Cargo has been loaded). This tool is distinguished into two main streams ADMINISTRATION and USER INTERFACE. Using this tool an authorized Customer or User can get clearance of the Airway bill or can check them out (pay) by making an appointment/scheduling for a pick-up. Administration is used to add Customer, user, station and related details.

There are 3 Roles: Agents, Supervisor(s), and Administrator (s). Station supervisor issues password to Agents in station area - sent via email. Supervisor Adds and Updates AGENT data and profile. Supervisors can Update ACCOUNT balances and he can override charges and assign discounts.

Roles :

• Involved in providing support to the Lufthansa System Group(USA)
• Developing Procedures, Functions, Packages for this Project.
• Have been involved in Development of code
• Performed unit Testing .

Customer : Lufthansa Air Cargo

E-Cuslink is a centralized cargo management system of Lufthansa Air Cargo,This system is integrated with Lufthansa Server in Frankfurt and US Customs Mainframe located at USA.It’s a very advanced cargo management system, which manages the entire cargo handling operations.This system handles all the Cargo Trafficking and Messaging Formats according to the IATA IMP message formats.Its developed based on the J2EE Enterprise architecture ,When the flight wheels up from the airport, cargo agent sends a message to the USA Mainframe. It sends acknowledgment message back to Lufthansa mainframe,This message takes place between two JMS interfaces integrated with IBM MQ Series,The parser file parses the messages and separates the data using delimiters and stores the data into respective tables in the Database.User Interface Screens uses this data while retrieving the information.These are 3 different modules in user interface screens, which are AWBDATA, ADMINISTRATION and FLIGHT TRACKING SYSTEM.The AWBDATA mainly processes the data related to the airway bills The Flight Tracking System module mainly processes the data related to flight information

As a technical developer i was involved in the following

• Involved in providing support to the Lufthansa System Group(USA)
• Involved in Developing Functions, Procedures and triggers in this Project
• Optimize SQL queries for better performance
• Involved in resloving Production Tickets
• Performed unit Testing
• DOB : 15th Jan 1986
• Passport Number : J2939169

• Genesys Pure Engage Cloud

• This project is purely in Genesys Pure Engage Cloud Envirnoment (Managed by Genesys) to support the 3UK Contact Center
• The client’s Genesys Contact Center Serves multiple customers from different domains
• Customer Contact Center has more than 5000 agents operating from different locations from India & UK
• Responsibilities:
• Build the custom insights based on Genesys Data feed (Cloud Envirnoment Genesys will provide the Tables exports)
• Gathering the reporting requirements from Client
• Developed Custom Statistics in Pulse to create custom reports in Pulse
• Done the attached data configurations in GIM
• Developed Custom attached data reports in GI2
• Created disposition codes (Customer provided the Campaign Specific disposition codes which needs assign to agents groups) and assign the disposition codes based Agent Groups

Description:

• This project is for servicing the client’s customers across the US
• The client’s Genesys Contact Center Serves multiple customers from different domains
• Each customer Contact Center has around 20000+ Financial Advisors with more than 10000 agents
• Our team is responsible for providing the Platform stability and the support

Responsibilities:

• Performing regular health checks to ensure the platform stability
• Regular maintenance of applications
• Resolve customer issues
• Performed Change Requests.
• Application upgrades.