Project 1: iLog Profile 1.

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o Name of client: Apple Inc.
o Project dates (mm/yyyy to mm/yyyy): 3/2010 to 10/2010
o What was the purpose of the project; i.e., what was the Client paying TCS
to deliver? (please provide detail, including why the TCS deliverable was
valuable to the client, how the client used and benefited from TCS
services)
This deliverable was crucial to heighten the Customer satisfaction levels for
Apple Inc. This project aimed at providing extended services to the customers
of Apple Inc. Apple has come up with a concept known as VoicePass.
VoicePass allows an Apple care advisor to know about the customer details
who has called AppleCare by welcoming the customer by name instead of
asking the details of the customer.

The purpose of the project is to enhance iLog Application, a web based tool
used by the AppleCare advisors to log cases for Apple Customers. Apple
VoicePass is available for Customers of USA and Canada. A customer’s
phone number can be enrolled for VoicePass. VoicePass feature is available
for new customers and existing customer as well. VoicePass has become one
of the main functionalities in iLog such as Case creation, Warranty check,
Knowledge Center Support, Customer registration, Dispatch creation, SRF
creation, eventually helping Apple IS&T’s business to provide best in class
solutions and services to Apple Customers. This has strengthened the
relationship of Apple with its huge customer base across the globe.

How were you personally assisting TCS in achieving the

deliverables to the client?
 I was instrumental in successful completion of this project. I have
strong functional expertise and thorough knowledge about Apple Contact
center process. This helped me to provide valuable suggestions while
designing the new iLog VoicePass process flow.

 Performed GAP analysis to access the impact of new enhancements on

the existing functionalities of the application. Formulated a concrete
architectural plan so as to refactor the application source code with zero
rework

 Constantly interacted with the Cocoa team throughout the project to

design an efficient and robust caching mechanism

 Helped the other team members understand the technical challenges

and mentored them in overcoming the same by employing suitable design
patterns.

 Resolved integration issues in the application involving Web layer and

Cocoa layer. Used advanced debugging tools in Webkit to pin-point the
root causes of issues related to Web-Cocoa interactions
  Suggested improvements in code review process, which made the
process considerably easy, there by increased the effectiveness of the
review system and thus reduce the defects encountered post delivery

 As a Technical/Functional analyst, my responsibilities included:

 In-depth feasibility study and provide guidance and suggestion on

the technologies to be used
 In-depth GAP analysis and Impact Analysis
 Effort estimation of enhancements
 Design the finalized requirements by analyzing the existing
system and business objects involved
 Be a Technical mentor for the development team. Help the team
understand the interactions between Webkit and Cocoa layers
 Validate of the application to ensure data integrity in the Cocoa
Cache
 Document the enhancements made in the application
encompassing changes made to architecture and functionality of
modules involved in the enhancement
 Assist the Quality Processes through Code Review to maintain the
code standards
 Perform causal analysis of defects in the program
 Get signoff from business users on completion of User
Acceptance Testing phase of the project
 Production cut over activities and migrating the changes to
Production
 Go Live and Post Production Support

o How was the deliverable similar to the deliverable for this new
assignment?

 This project involved extensive client interaction to understand the

basic problem areas and design a comprehensive solution. Similar level
of interaction is required with the current project of Apple Inc. to
understand and analyze the requirements and design an appropriate
solution

 I have gained Functional and Domain expertise and vast knowledge

about various Apple business processes as I worked on this
deliverable, which is essential for the new assignment

 I have done extensive custom tool usage to meet complex client

requirements for Apple Inc., similar challenges exist for new
assignment as well.

Project 2: iLog IVR Profile 2.0

o Name of client: Apple Inc.
o Project dates (mm/yyyy to mm/yyyy): 02/2011 to till date
o What was the purpose of the project; i.e., what was the Client paying TCS
to deliver? (please provide detail, including why the TCS deliverable was
valuable to the client, how the client used and benefited from TCS
services)
This deliverable was crucial to heighten the Customer satisfaction levels for
Apple Inc. This project aimed at providing extended services to the customers
of Apple Inc. Apple has come up with a concept known as VoicePass.
VoicePass allows an Apple care advisor to know about the customer details
who has called AppleCare by welcoming the customer by name instead of
asking the details of the customer.

The purpose of the project is to enhance iLog Application, a web based tool
used by the AppleCare advisors to log cases for Apple Customers. Now Apple
VoicePass is available for Customers across the globe. A customer’s phone
number can be enrolled for VoicePass. VoicePass feature is available for new
customers and existing customer as well. Along with VoicePass ,Overriding
the existing VoicePass enabled phone number to a different customer and
Serial Number Lock/Unlock has become one of the main functionalities in
iLog such as Case creation, Warranty check, Knowledge Center Support,
Customer registration, Dispatch creation, SRF creation, eventually helping
Apple IS&T’s business to provide best in class solutions and services to Apple
customers. This has strengthened the relationship of Apple with its huge
customer base across the globe.
 I was instrumental in successful completion of this project. I have
strong functional expertise and thorough knowledge about Apple Contact
center process. This helped me to provide valuable suggestions while
designing the new iLog VoicePass process flow.

 Performed GAP analysis to access the impact of new enhancements on

the existing functionalities of the application. Formulated a concrete
architectural plan so as to refactor the application source code with zero
rework

 Constantly interacted with the Cocoa team throughout the project to

design an efficient and robust caching mechanism

 Helped the other team members understand the technical challenges

and mentored them in overcoming the same by employing suitable design
patterns.

 Resolved integration issues in the application involving Web layer and

Cocoa layer. Used advanced debugging tools in Webkit to pin-point the
root causes of issues related to Web-Cocoa interactions

 Suggested improvements in code review process, which made the

process considerably easy, there by increased the effectiveness of the
review system and thus reduce the defects encountered post delivery

 As a Technical/Functional analyst, my responsibilities included:

  In-depth feasibility study and provide guidance and suggestion on
the technologies to be used
 In-depth GAP analysis and Impact Analysis
 Effort estimation of enhancements
 Design the finalized requirements by analyzing the existing
system and business objects involved
 Be a Technical mentor for the development team. Help the team
understand the interactions between Webkit and Cocoa layers
 Validate of the application to ensure data integrity in the Cocoa
Cache
 Document the enhancements made in the application
encompassing changes made to architecture and functionality of
modules involved in the enhancement
 Assist the Quality Processes through Code Review to maintain the
code standards
 Perform causal analysis of defects in the program
 Get signoff from business users on completion of User
Acceptance Testing phase of the project
 Production cut over activities and migrating the changes to
Production
 Go Live and Post Production Support

o How was the deliverable similar to the deliverable for this new
assignment?

 This project involved extensive client interaction to understand the

basic problem areas and design a comprehensive solution. Similar level
of interaction is required with the current project of Apple Inc. to
understand and analyze the requirements and design an appropriate
solution

 I have gained Functional and Domain expertise and vast knowledge

about various Apple business processes as I worked on this
deliverable, which is essential for the new assignment

 I have done extensive custom tool usage to meet complex client

requirements for Apple Inc., similar challenges exist for new
assignment as well.
o