Dilraj Madhava

 EXECUTIVE PROFILE Key Strengths: Project Analysis Technical Support Mgmt. Incident and problem Mgmt. Change Management Risk & Issue Management Benchmark Testing on Deep learning frameworks. Portal Development Working on Devops tools 5.7 years of experience in IT & ITES organization. Result oriented professional with extensive experience across various Cisco based Intelligent Contact Management, Contact Center Technology and Deep learning frameworks. 3.7 years of experience at offshore center, Bangalore and 1.5 years of experience at nearshore center, Uruguay for AMEX. 7 months of experience in Deep learning frameworks like Tensorflow, Caffe, Neon and Keras for Intel project. Good at implementation, maintenance, troubleshooting and management of all technical issues. Good at developing, maintenance and support of shell scripting and PL/SQL programming. Developed several tools for the different platforms in the project (Contact Center technology) for improved efficiency and working of the team. They were done proactively out of interest for automation. Day to Day worked on Incident management and Problem Management. Only resource who travelled to Latin America on deputation for establishing new delivery center for the project and in expansion to different countries apart from US Proficient in change management, expert at managing projects through their full life-cycle, interfacing successfully with business stakeholders, support and technical teams. Resourceful at maintaining business relationship with Clients and resolving the customer’s service related critical issues. Worked extensively with large, international customers in multi-cultural environment spread across the globe. Was involved in many technical, functional and business requirement discussion. Responsible for managing, troubleshooting and making changes on 100+ Linux servers and Windows servers for American express and Intel project. Was developed Portal to track the Risk and trend analysis. Responsible for performing the benchmark testing on Deep learning frameworks and provide the best suitable installation kit to Intel team. FUNCTIONAL Knowledge on Contact Center technologies like IVR, CISCO ICM and CISCO UCCE. Monitor and troubleshoot LINUX server related issues and responsible for implementing new projects into the production. Detailed knowledge about Cisco based Intelligent Contact Management Components and its Processes Routers, Loggers, Admin Workstations, Peripheral Gateways, Network Gateways. Use of utility tools like RTTEST, OPCTEST, PROCMON, ASAI TEST, DUMPLOG, VRU TRACE , CTI SERVER ,DUMPCTI etc. Network Tools (Wireshark Analysis), netstat, ping, tracert, server-client, telnet Technical understanding of PL/Sql and shell scripting Use of ICM troubleshooting tools like CallTracer, ICM Monitor, Router Log Viewer, Service Control Interfacing ICM Components like VRU,ACD,CMS,CTI clients, external databases and the call/message flow between them. Understanding of switching, Automatic Call Distributors, Lines Trunks and Trunk groups, VDN vector, call distribution to skill groups and CMS Working knowledge on monitoring tools and ticketing tools like Salesforce, BMC patrol, VSphere, AppviewX, ServiceNow, ManageNow, and Infoman. Worked on end to end monitoring tool dynatrace and also created dashboards for monitoring purpose. Developed portal using HTML, CSS and JavaScript to track the risk and trend analysis. Debugging and coding changes on deep learning frameworks like Tensorflow, Caffe, Neon and Keras. Developed Python script, Ansible script to monitor the Linux servers. PROFESSIONAL EXPERIENCE Tata Consultancy Services :- Jun 2012 – Jun 2017 Client Name American Express Phoenix (USA) American Express AMEX - Voice Infrastructure (VI) group develops, enhances and maintains Interactive Voice Response and Intelligent Call Routing applications for American Express Financial Advisors and Travel Related Services, which services Card Members, Customers and Service Establishments across the world. The Voice Automated Technologies group of AMEX is located at Phoenix, Arizona in the U.S. and is involved in developing and supporting Interactive Voice Response applications for American Express customers. The voice response applications that are available currently cater to both AMEX card members and merchants. Card member applications allow callers to enter their AMEX card number through the telephone key pad ( or by speech) and access their accounts for a variety of services like hearing their account balance, order monthly statements, pay by phone, membership rewards services like point transfer and rewards redemption. Applications have been developed for both the domestic U.S. as well as for International customers. My team is responsible for the development and sustained support of the Predictive Dialers, IVR and ICM applications. ICM ensures that the card member’s calls are routed to proper devices and departments to ensure proper customer satisfaction Project Overview / Client Role Domain Period AMEX -Voice Infrastructure Technical Lead Contact Center Technology Jun 2012 – Jun 2017 Roles & Responsibility Attending, troubleshooting & Resolving problem tickets Working on projects which requires integration with Next Gen Voice platforms like Tellme, 24/7, Holly Connects for Domestic and international markets. Coordinating with IBM for maintenance of IBM owned servers for patching/rebooting. Supported in Integrated and Tested in different Environments E1, E2, E3SL, E3. Creating Change management record (Records raised for the changes made in the entire system) Creating rollout documents and performing the rollout (moving of the changed code to production systems) by attending rollout calls. Requirement gathering from Clients by interacting with AMEX Project Managers & application teams. Designing the required solution and carrying out the functional testing of the same. Co-ordinate with offshore team for the development requirements. Prepare plans and provide implementation support for newer applications. Provide support for the implementation of the developed applications and for the sustained functioning of the same. Troubleshooting and Administration of IBM Web Sphere Application Server 6.0. Worked on IBM IHS Web Server 6.0 for routing the requests for various applications Co-ordination with vendor sites for Vendor component upgrades/maintenance related to CISCO ICM and UCCE. Working with the Cisco TAC on resolving Cisco product related service requests for the AMEX CVP systems. Co-coordinating with IBM for maintenance of IBM maintained systems (Like patching, rebooting etc) Preside over in ICM integration projects and supporting ICM on Design/Impact Analysis – Avaya Integration and Avaya ACD upgrade, CTI upgrades and migrations. Managed daily activities to include user support and system administration tasks for Linux and Windows server Installed, configured, and updated Linux machines with Red Hat and CentOS versions. Created shell scripts and cron jobs for proactive monitoring. Monitored system performance and prevented resource exhaustion using ssh, atop, vmstat, iostat, netstat and nmon Responsible for Monitoring and troubleshooting Linux and windows virtual servers. Developed Portal for managing the risk and trend analysis. Making the code changes based on the client requirement. Tata Consultancy Services :- Jun 2017 – Present Project Overview / Client Role Domain Period Intel – Artificial Intelligence Devops Lead Deep learning Jun 2017 – Present Roles & Responsibility Worked on Optimization benchmarks scripts to check the performance of Deep learning frameworks like Tensorflow, Caffe, Neon and Keras Modified and installed system configurations files and software to support the deep learning frameworks. Created python scripts to automate the installation process. Provided solutions to the University students regarding deep learning frameworks. Identified and resolved deep learning framework issues and published articles on Intel. Developed Python code for the performance improvement. Created Ansible script for monitoring purpose. Working on Devops tools like Ansible, Chef, puppet and Docker. Working on python use cases for benchmark testing. ACADEMIC BACKGROUND Degree and Date Institute Major and Specialization Percentage Bachelor Degree Bangalore University Computer Science 65 Certification SCRUM MASTER ACCECREDITED CERTIFICATION Parallel Programming and optimization for INTEL architecture Completed multiple technical courses (Machine learning, Deep learning, Cloud Computing, Devops tools and Full stack development on EDX and other learning portals. TECHNICAL SKILLS Operating Systems Windows XP/2003,Windows 7, Windows Server 2008, Unix, AIX and Solaris, Windows server 2012, Linux and CentOS, Windows 10 Tools MS SQL Server, Oracle DB, IBM Websphere MQ, MS Office, Putty, SecureCRT, Dynatrace and Mobaxterm. Languages Python, HTML, CSS, Javascipt, VoiceXML, C. Personal Profile Name Dilraj Madhava DOB 10-Oct-1990 Passport Number M- Uruguay Cedula Number-