CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM Software in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

GS rPACS is a L2C and T2R system for BT. rPACS (re-factored Planning Assigning and Configuration Systems) is an inventory, network management and provisioning system catering for the BT Global Services network, which uses SDH/SONET, WDM and ETH technologies. Plan and build area deals with building and maintenance of network and equipment/s, whereas Provisioning deals with circuit provisioning using provided network.

Product Master Files (PMF) is BTs new approach for its operational support systems. PMF is the one-truth repository for all information related to whatever BT sells. The database design is such so that during the launch process, all the information required to sell service and support product is created and made readily available.

Andes-Agora is a consolidation program (ETL based) which deals with the migration of customer, distributor, inventory and other relevant data from disparate source systems into a single centralized database system BFG. The source systems to be migrated to BFG are (Classic, IPMS, TPS, IMS, and INV2CSV & AUTOSAVE) based on disparate technologies – Oracle, Microsoft & file based database. BT Global Services planned for migration of all necessary data to BFG, and then use a single trouble ticketing window Expedio FM in combination with BFG. The customer, order, inventory data etc are being captured in disparate source systems on a daily basis, whereas the single trouble ticketing platform for service assurance is the same BFG / Expedio FM. This necessitates the source system data to be refreshed in BFG on a daily basis. SA consolidation program provides a complete & strategic solution to all the above challenges and has proved to be a major & critical platform in BT Global Services.

For any data warehouse data integrity plays the key role, Data Integrity Team responsible for ensuring the iVPN, Reuters MPLS Service Delivery data of high quality/integrity that is fit to purpose so that the business functions that depend on the data based on which critical decisions are made can work effectively delivering the results to BT and Reuters with improved CT and RFT goals. Data Integrity is one of the most challenging project I ever worked, since we need to cleanse the data to progress the order successfully, so end to end system knowledge is required, BT was going to launch a new product iVPN since a lot of systems were involved and some systems were infonet system like wizard thats having the different database architecture, so understanding the infonet system data structure and mapping it with the BT system was quite challenging, we identified around 16 master attribute and compare it across all the system and generated the report and started the cleanse activity, now we have made around 99% cleanse data for iVPN product. We started carrying the same activity for other BT product Reuters and MPLS and cleansing the master data for these products.

CARDVU application audits local and trunk digital exchanges throughout the UK.There are currently 900 such exchanges, divided between Ericsson and Marconi. CARDVU receives a data file from each exchange on a monthly cycle, which contains customer, routing and charging information for the exchanges. CARDVU compares the routing information with certain per-defined rules. Any discrepancies are published in a web-based report. The report for each audit are scrutinized by BTs Revenue Assurance Team and any problems are raised CAIRs (Charging Accuracy Investigation Requests). The CAIR forms start off the corrective process of checking, if necessary, modifying the exchange data. The net result is that in the subsequent audits, the problems are removed.

ICSE has been designed and developed by NIC in consultation with the Central Board of Excise and customs, Department of Revenue, New Delhi. ICES is a software package which accepts customs documents electronically from the Customs House Agents (CHAs), Importers and exporters for processing by the Customs Officer. The Bill of Entry (Bes) and shipping bills (SBs) can be submitted by EDI over NICNET, the nationwide computer communication network of the NIC, using the Remote EDI System (RES). Those who do not have computer system can bring their documents to the Service Center (SC), a facility set up by Customs for entering the BEs and SBs into the computer system and to submit them to Customs for further processing. Once the documents are submitted to customs, either through EDI or through SC, there is no paper movement in the Custom House (CH. The documents do move from one officer to another but only electronically within the computer system. An ICE has transformed the CH into paperless office.

. Develop analysis report to pre-defined the number of existing customer may buy the newly launched postpaid product. . The end goal was to find out relevant customer who can actually buy newly launched postpaid product and provide the list of those customers to campaign team to recommend newly launched postpaid product. . Using this report campaign team targeted the subset of customer from the huge lists of customer. . Developed EDA report to visualize data to understand it better.

. Churn prediction using Artificial Neural Network.

.The task was to predict whether a certain client will or not abandon the company.

.That was, to predict the Churn attribute. In general, the information provided for each Customer State. Data Exploration, Data Preprocessing, Training Model, Visualizing Model.

• Responsible milestone planning, delivery tracking, Project Management and Recruitment of resources.
• Prepared Project (Monthly Release) Deployment Planning
• Handled QA internal and external audit for the project.
• USP sizing on Release wise Business Requirement.
• Analysis the CR & plan the activities for Delivery.
• Provided support during live deployment.
• Plan & schedule own activities for Live downloads which is meeting to millstones.
• Active participation in the discussion with the customers in respect to identify the solutions.
• Oracle PL/SQL code review and performance tuning.
• Project tracking using JIRA.
• Change management using SVN.

• Responsible milestone planning, delivery tracking, Project Management and Recruitment of resources.
• Prepared Project (Monthly Release) Deployment Planning
• USP sizing on Release wise Business Requirement.
• Handled QA internal and external audit for the project.
• Analysis the CR & plan the activities for Delivery.
• Provided support during live deployment.
• Plan & schedule own activities for Live downloads which is meeting to millstones.
• Active participation in the discussion with the customers in respect to identify the solutions.
• Oracle PL/SQL review and performance tuning.

• Worked as a delivery manager for Agora GS deliveries.
• Worked independently as a release manager for Agora GS deliveries.
• Worked as a technical reviewer for Agora technical documents like LLD, UTP and code.
• Worked as a point of contact for both Agora development and ASG team.
• Worked as a NFMI (a initiative driven by BT) lead for Agora.
• Worked as a developer in Agora extraction process and transformation mapping process like attribute mapping, product mapping, package product mapping and LOV translation etc.
• Handled QA internal and external audit for the project.
• Worked in FP estimation process and involved in various internal and external audits.
• Performance improvement and some part of Oracle PL/SQL development.

• Worked on the CPE Package automation to cleanse the CPE data across all the system for products iVPN, Reuters and MPLS.
• Performing Requirement Analysis in F2F meetings with the Client and thus analysing the Business perspective of the requirement thoroughly.
• Building up a very strong customer bonding and supportive communication structure.
• We are working on Reuters amend order to progress the order without any data issue, and problem tickets.
• Gathered knowledge of different propositions like iVPN, ROW and Reuters/FCE within different systems like PC, CPE+, Wizard, Classic, EDCA, BPEL, CFIN, MTNI, Agora etc. Also gathered networking knowledge like GPOP, Ports, interfaces and MPLS cloud etc.
• Data integrity end-to-end in iVPN, Reuters Keystone project in Service Delivery, Service Assurance and Revenue Assurance.
• Clearing the data defect and fixing it within the predefined SLA
• Pro-active data fixes in bulk end-to-end.
• Root cause analysis
• Development of Dashboard for data integrity monitoring.
• Dashboard integration with the end to end system stack to provide Data Quality gates for order flow.

• Client interaction, coding and code debugging, code maintenance, Installation, Testing, Implementation & Maintenance.
• Understanding the RFC’s requirements and its solution.
• Release management and planning
• Team Leading.
• Agile Implementation.
• Bug fixing and resolution.
• Lead for manual testing
• SCCS repository management.
• Functional training to new members.

• Client interaction, coding and code debugging, code maintenance, Installation, Testing, Implementation & Maintenance.
• Deployment on AS, Documentation and Reverse Engineering.