Objective

A self motivated, problem solver and team player with good listening and communication skills with prior experience in gathering and documenting business requirements. Expertise in Siebel, Oracle and Visual Basic seeking a challenging position to apply business and technical skills as a project lead/manager or senior business analyst in Application development and support.

• Databases: Oracle 6.0/7.x, 8.0.5, 9 i, 10 i, 11 i, MS Access, UNIX
• Interface Tools: Siebel 99, 2000 (5.01, 5.06, 6.3, 7.5.2, 7.7.2, 8.1), Actuate Reports(3.2, 4.1,6.0, 7.0), Developer 2000 (Forms 4.5, Reports 2.5), Crystal Reports, COGNOS Impromptu Reports
• Operating Systems: UNIX, MS-DOS, MS-Windows, and Windows NT.
• Languages: Siebel, Siebel VB/COM, Object Oriented Programming (Visual Basic and JAVA), C, SQL, SQL * PLUS, PL/SQL, Compuware QA Run Client Vantage.
• Project management tools MS Project, MS Office, MS Access, Excel, PowerPoint, Visio, Borland StarTeam, Rational Clearcase, ClearQuest, EDMS (Documentum), RUP, CMMI, UCM

Confidential,PA Feb 2009 – Sept 2009
Information Specialist/Analyst Sr.

• Involved in Siebel CRM 7.8 call center application maintenance and support in UNIX SUN environment. Participated in defining business requirements, creating the business and solution requirement documents, Siebel administration, user maintenance (add, change, delete of employees/positions) via. the aldea requests and using oracle SQL. Participated in troubleshooting activities, including work with the customer to obtain details for determining the root cause analysis/fixes for Siebel production issues, coordinated user training on application functionality and processes.
• Provided reports to the IT management and the business users by exporting data from Siebel to provide user count reports, adhoc reports, Acutate reports, documenting the production support procedures, involved in implementing the cluster for Siebel application servers and system testing.
• Gained hands on experience working in UNIX environment, which includes navigation, text editing/script editing (VI), automatic scheduling of jobs (CRON), start/stop scripts, application monitoring and UNIX system commands.

Supported the Siebel Analytics/Oracle Business Intelligence (BI) application -Answers, Dashboard and delivers, learned to add users to BI, provision new client data, troubleshooting activities for ETL issues, restart services and participated in building an answers report.
Used Peregrine Systems/ServiceCenter tool for managing the change and problem management tickets by following Quality control, IS methodology.Experience with RUP, Rational Unified Process, UCM, Use Case Modeling for defining user requirements.

Confidential,Norristown, PA Feb 2008 – Jan 2009
Information Specialist/Analyst Sr.

Involved in Siebel SFA application, gathering and defining business requirements, creating the business and solution requirement documents, managing, facilitation of the events within development and maintenance support groups, define Business processes and verify business design document and test the solutions to make sure they are in alignment with the requirements.
Facilitated the meetings to interact with the clients, development team to understand and define the specifications, coordinated the development of business proposals, involved in developing test cases, user acceptance testing, perform adhoc queries and develop and execute actuate reports as per business request.
Participated in weekly WPR meetings and AM team meetings to discuss any open, operational issues, issues that are resolved, pending and to review, take sign offs on HLR documents, functional, design specifications, test/validation plans related to CRs. Used the RUP, Rational Unified Process, UCM, Use Case Modeling for defining user requirements.
Participated in managing the Siebel application development, maintenance, support documents and process documents in Borland StarTeam based on GAD/QMS standards.
Involved in application maintenance, development and support. Participated in user maintenance and Siebel Remote support, enhancements as well as gathering the business requirements, document, design, configuration and development, system testing Siebel views/applets for service orders, accounts, contacts, opportunities, Siebel workflows, Siebel eScript, Siebel VB, EAI, Business Service dataloads.
Confidential,Collegeville, PA June 2006 –Jan 2008
Sr.Siebel Consultant

Worked on Siebel Life Sciences SFA and ePharma call center vertical that involves gathering the business requirements, facilitating JAD sessions, created the functional specifications, document, design, configuration and development, testing Siebel views/applets, Actuate reports, Siebel workflows, Siebel eScript, Siebel VB, EAI, EIM, Siebel Anywhere, Siebel Remote, Siebel Data Model, Experience using the CMMI, Capacity Maturity Model Integration for SDLC and Business process design, coordinated the development of business proposals, user training documents and processes.
Managed the development and production support teams, vendors involved in the projects. Involved in development, deployment, maintenance and production support to implement the break fixes and enhancements to the MAGIC Siebel application. Supported the Medical Information Systems (MIS), Contact Center user groups along with Siebel Remote user issues related to Siebel MAGIC, MARS application having Inquiries, Adverse Events, Service Requests, Accounts, Contacts, Service orders, Opportunities, MSL Events, MSL Activities and Correspondence modules with search/look up knowledgebase functionality for requested documents to send the SRLs, Cover Page, Verbals/Enclosures to the customers via. mail, email or fax based on Customer inquiries, RPI’s and involved in resolving the operational problems.
Used EDMS (Documentum) application to maintain the process documents related to MAGIC Siebel application. and Peregrine Systems/ServiceCenter tool for managing the change and problem management tickets by following SOPs and Quality control, IS methodology.
Participated in weekly change control meetings with call center performance support user group and with QA team to discuss any new open issues, issues that are resolved, pending and to review, take sign offs on functional, design specifications, test/validation plans.
Involved in development and executing the MAGIC Siebel validation scripts (IQ, OQ, PQ), System test scripts, maintained the test error and deviation handling procedures.

Confidential,Dallas, TX July 2001—April 2006
Team Lead, Lead Programmer/Systems Analyst

Involved in the implementation of Siebel call center and sales force automation project along with E&Y consultants.

• Involved in gathering the business requirements, creating the functional specifications and solution design document. Estimate end-to-end hours and costs for each business requirement / system solution. Collect approvals from key customers & stakeholders in order to begin development. Followed the CMMI, Capacity Maturity Model Integration for application development, production support procedures, coordinated user training on application functionality and support processes.

Plan and prioritized customer requests in alignment with release schedules & capacity. Meet with internal customers to pinpoint existing problems & identify new system requirements. Document business requirements and identify system solutions. Identify high-level testing scenarios & document test cases / test scripts.
Experienced in Systems Development Life Cycle (SDLC) in a corporate environment. Worked with Business users to develop service levels for Siebel production application. Followed the change control management procedures in production support and provided input to daily service availability meetings and supported Siebel application during the planned/unplanned, maintenance related outages.
Experienced with Project management tools such as MS Project, MS Office, Powerpoint, Visio and have good decision-making, teamwork, analytical, communication andleadership skills. I am flexible with good communication and interpersonal and negotiation skills and interact well with the business clients, all levels of IS management and outside vendors.
Managed and lead the Development, production support team to coordinate the Siebel call center and SFA Application issues and implement the break fixes. Acted as an SME and involved in mentoring to Siebel consultants with system design/development methods and technology. Prioritized, assigned, and managed the issues and workload for the Siebel support team. Participated in meetings with call center, revenue management and order management groups, Egate interface, Billing, ecommerce teams to review, prioritize and resolve the Siebel issues. Participated in application development and testing team meetings for each AD release to ensure that they are met in software delivery as it relates to business requirements and to discuss and resolve the system issues from production support migrations. Provided functional and technical support to the siebel team. Involved in submitting the CRs to the RAD team if the code fix is out of scope for the lights on support team.
Supported, managed the development and UAT activities for the quarterly Siebel release migrations and for emergency bug fixes/migrations required for production support.
Involved in managing the outsourcing of Siebel customer interaction management call center application and business processes, transition plan, staffing, training needs in India and at Dallas. Worked as an SME and managed the teams at Bangalore back office and Dallas front office. Besides doing production support, reporting in change control, daily service availability meetings at Dallas front office, participated in knowledge transfer sessions, issues support, and daily status calls. Involved in managing the offshore projects by developing the project scope, plan, documenting the business requirements, collect approvals from key business sponsors and stakeholders, by managing regular status meetings, prioritized, assigned, and managed the issues and workload to teams (offshore, on-site) at different time zones and escalated the critical issues to the higher management.
Participated in technical, functional, design specifications, reviews, status meetings and code testing and ensured on time software delivery according to the business requirements.
Involved in production maintenance and support of the Siebel application after implementation by troubleshooting the call center, sales user issues based on service desk tickets, made break/fix code changes in Siebel application, interfaces and provided reports to the Stake holders, business users (customer care, sales/marketing, billing etc.). Also provided training to new hire graduates with the Siebel application development techniques.
Designed and configured, developed Siebel views/applets, Actuate reports using Siebel tools, Siebel workflows, EAI, Siebel Data Model, Server Administration, Siebel Upgrade.
Involved in the Siebel interface development against CISPLUS (Cordaptix) billing system via EGATE interface using eBusiness Application Integration (EAI)-XML workflow processes, workflow policies.
Participated in the Siebel srf migrations from development to test and then to production environment and migrated the LOVs to different environments using EIM. Worked closely with the DBA’s while troubleshooting the Siebel performance issues and also the data integrity issues between the billing and Siebel systems.
Involved in 24X7 on-call support and escalated major application issues to the management.
Lead a project using the Client Vantage QA run tool to enter 15,000 plus new customers into production. Also, used the same tool to delete the badly set up customers from Siebel and reloaded the customers from CISPLUS billing system via EGATE Interface.
Developed and supported the ASP Reports and adhoc SQL reports as and when requested by the business users.

• Confidential,Westlake, TX. June 1999 – June 2001

Programmer/Systems Analyst

Contact Center 2000 - Involved in the implementation of Siebel project along with E&Y consultants.
Team member of eleven front office development group and in association with a team of five interface development group and Corba interface group, on the design and development of Front End Customer Care, Sales applications using Siebel Software against the Oracle database.
Gathered and analyzed the P2K FRS documentation for API information and documented the sales and customer care business needs in design document. Participated in design reviews, status meetings & code testing and ensured they are met in software delivery as it relates to Siebel Implementations.
Involved in the development, support, and maintenance, upgrade of the Siebel Applications.
Designed and Developed the applets, views including Account Maintenance Applet, Bill Reprint Functionality for doing Account Maintenance via Siebel Converges API’s and with Corba as the middle ware interface
Reconfigured the Call Log/ Call Activities Applets, Retention Activities GUI in order to create a Log in Siebel whenever the customer calls in and to create an activity report based on call type or the Retention activity by the call center consultant after taking the call.
Used Actuate Reports as a Reporting tool to generate/ run reports against siebel. Involved in the development of new reports, modification and support of existing Siebel Actuate Reports in production based on user requirements to fix errors (around 70 Actuate Reports which includes Customer Care, Inside Sales and Case Management), testing and migration into production.
Also cross-trained the users to use Actuate Reports via Siebel Client.
Created data mapping and development of Impromtu Reports in order to migrate the Siebel Reports into Data Warehouse.
Used Workflow manager to implement business processes and enforce business rules. Implement Workflow Policies to have E-mail Manager send notifications on service requests.
Involved in the project to do the Siebel Upgrade from Siebel 5.0.1 (Siebel 99.5) to 5.6 (Siebel 99.6).

Confidential,Dallas, TX. Mar 1996—Aug 1998
Consultant

Team of three that designed and developed the applications for an Inventory Control System using Oracle forms 4.5 and Oracle 7.x database on Windows NT system. This system provided purchase order generation, customer inquiry, supplier status inquiry, and reorder quality updates.
Generated reports using Oracle Reports 2.5.
Developed stored procedures and triggers using PL/SQL on Oracle 7.X.

MBA in Information Technology Management.