SUMMARY

• Over 18 years experience in the IT industry applications and more than 17 years of CRM (Siebel, Salesforce).
• I have accomplished tasks that involved specification, design, implementation and support of enterprise - wide application development: project development methodology, requirements definition, functional design, Technical design, data base design, programming, migration, interfaces, testing, training, documentation, quality assurance, implementation, post-implementation review, budgeting and strong user liaison skills and all aspects of systems interfaces.
• In-depth knowledge in the configuration of Siebel Call Center, Siebel Sales, Siebel Services, Siebel Marketing, Siebel Finance, Siebel Energy, Siebel Communications and Siebel Life Sciences.
• A strategic thinker and dynamic team player with demonstrated abilities in people management and client relationship skills.

TECHNICAL SKILLS

Operating Systems: MS Windows NT, MS Windows 2000, Windows XP, Windows 7, UNIX

Databases: SQL Server, Oracle, DB2, Access

Programming Languages: Siebel Visual Basic, Siebel eScript, Visual Basic, SQL, PL/SQL, XML, HTML, DHTML, Java, JavaScript, VbScript, Perl, ASP

Application Development Software: Siebel Tools, Sales Force, MQ Series, SQL Plus, AWS

PROFESSIONAL EXPERIENCE

Confidential, TX

CRM Development Lead

Responsibilities:

• Responsible for the upgrade analysis, design, development and testing of the Siebel Sales and Order Entry application to OpenUI (IP 2017)
• Worked with the users through the fit gap analysis sessions, gathering and writing the Functional/Technical users
• Participated in Upgrade functional/technical analysis from Siebel 8.1.1.2 to IP 2017
• Worked on requirement definition, problem resolution and estimating the Level of Effort (LOE) for Siebel OpenUI development.
• Customized theme-base.css, theme-gray.css and theme.js files to change the colors/fonts of UI, which includes background color of Application Menu Bar, Tools Bar, Screen Bar, and View Bar.
• Strong knowledge of Open UI Concepts Presentation Model/Physical Renderer/Manifest Files, Java Script, JQuery, HTML, CSS.
• Redesigned UI for text area fields in OpenUI by creating custom plug-in wrapper and modifying CSS files.
• Worked extensively on Asset based Ordering, MACD Orders
• Experience with SOAP and Restful Web Services
• Demonstrate hands-on experience in Siebel EAI Technologies HTTP, XML Transports, Webservices and Integration workflow Processes
• Installation of Siebel Servers and management of Siebel Servers and Gateway in Dev and Test environments
• Participate in system upgrades and patches by assisting in planning, testing and executing those upgrades
• Support tasks like Database Extraction for Developers, Login creation, applying changes to the tables in Tools, import and export of SIF objects, workflows across environments and maintaining the version control
• Worked on migrating Siebel Accounts/Contacts/Modules to SFDC (Sales Force).
• Worked On Data Extracts and Import/Export between Siebel and Sales Force.
• Engaged in GDPR enhancements as part of Confidential data security.
• Worked on EAI (Inbound and Outbound) webservices to integrate to Sales Force and BizTalk via .NET for contact blacklist integration.
• Worked on Siebel Product Management, built iPrice custom pricing module and integrated with external pricing application.
• Worked with Siebel Campaign Management to provide marketers to have a complete set of capabilities to ensure the effectiveness of field sales campaigns
• Analyzed Siebel Open UI Application Compared it to existing HI Application for new features and tried to mimic it to have a look alike HI application.
• Lead Production application issue resolution and system enhancement development efforts from requirement gathering and analysis through implementation
• Worked with Tier1/2 teams leverage Remedy for issue resolution
• Developed Stored Procedures, Functions, Views and Triggers, Complex SQL queries and Oracle PL/SQL.
• Created sessions, configured workflows to extract data from various sources, transformed data, and loading into data warehouse
• Experience in resolving on-going maintenance issues and bug fixes; monitoring Informatica sessions as well as performance tuning of mappings and sessions.
• Environment: Windows XP Pro, Siebel 8.1.1.15, IP2017, SalesForce, Oracle, Modules: Siebel Sales/Order Entry.

Confidential, Boston, MA

Senior Siebel Architect/Development Lead

Responsibilities:

• Responsible for upgrading Siebel Call center application from v7.7 to Open UI
• Responsible for phase 2 implementation moving Call Center HI into Open UI and then to IP2016
• Responsible for design/develop/Lead Email Response functionality.
• OpenUI experience including design, eScript, JQuery, CSS, HTML5, XML.
• Customized theme-base.css, theme-gray.css and theme.js files to change the colors/fonts of UI, which includes background color of Application Menu Bar, Tools Bar, Screen Bar, and View Bar.
• Strong knowledge of Open UI Concepts Presentation Model/Physical Renderer/Manifest Files, Java Script, Jquery, HTML, CSS.
• Updated Web Template to add custom buttons to Application tool bar.
• Worked with the users through the fit gap analysis sessions, gathering the Functional/Technical use case/test case documents to execute a like to like upgrade.
• Developed and maintained OBIEE applications.
• Repository Migration from One Environment to Another using DEV2PROD
• Heavy use of Application Deployment Manager(ADM) to migrate LOVS,Views & Responsibilities
• Worked as Architect/Track lead on areas like Payments, Activities, Contacts, Accounts, Service Requests, Opportunities, Correspondence, Literature, Programs, and Quotes etc.
• Managed onsite/offshore resources and facilitated daily status calls during upgrade process
• Worked on Technical Upgrade checklist and executed/sketched timelines.
• Involved in troubleshooting issues post upgrade and address escalations.
• Resolved defects while maintaining a bug-tracking tool to coordinate with all developers.
• Facilitate meetings with client individuals and monitored/mentored junior team members.

Environment: Windows XP Pro, Siebel OpenUI 8.1.1.11, IP2016, Oracle, Modules: Siebel Call Center

Confidential, MN

Siebel Technical Lead/Admin

Responsibilities:

• Responsible for analysis, design, development and testing of the Siebel Sales and Service application.
• Worked with the users through the fit gap analysis sessions, gathering and writing the Functional/Technical documents.
• Worked on Siebel Pricing Administration and Product Bundles. Created Pricelists and configured cost lists and aggregated discounts.
• Worked on Quote to Order and EBS Order to Cash functionality
• Working as architect/track lead on some of the key service areas like Orders, Payments, Activities, Contacts, Accounts, CTI to develop customized functionality.
• Worked with Siebel Campaign Management combined with Siebel Contact Center to improve the effectiveness of both outbound telemarketing campaigns and inbound call handling .
• Implemented Siebel Email Marketing as part fo Siebel Campaigns to target customers and prospects with personalized, permission-based email campaigns and dynamic eNewsletters.
• Involved heavily in writing Functional/Technical design for Sales/Service Order-Payments module.
• Managing onsite/offshore resources for Orders/Payments development and Integration.
• Involved CRM/UCM Marketing support for troubleshooting issues and address escalations
• Worked with Fusion/eBS, Protobase (Elavon) for Credit Card/ Confidential Finance integration.
• Facilitate meetings with client individuals and monitored/mentored junior team members.
• Participate in a large scale project team and work closely with other individual team members

Environment: Windows XP Pro, Siebel 8.1.1.2, Oracle, Modules: Siebel Sales/Service

Confidential, IL

Siebel Technical Lead/Administrator

Responsibilities:

• Responsible for analysis, design, development and testing of the Siebel eMedical application.
• Worked on upgrade from v7.5.3 to 8.1.3 and also enhanced the Siebel application with new requirements.
• Worked with the users through the fit gap analysis sessions, gathering and writing the Functional/Technical documents.
• Worked on OBIEE (Analytics) to create Reports. Modified repositories, business and presentation layer to suit the requirements
• Performed Code migration between Dev and Test and restart Siebel services. Monitoring of Siebel components and performing health check.
• Worked as architect/lead on some of the key components like Service Requests, Activities, Contacts, Assets, Contracts, Entitlements and Warranty to develop customized functionality.
• Lead Model N Integration to integrate Agreements based in Model N into Siebel.
• Involved in functional/technical design and managing onsite/offshore resources for Model N integration.
• Worked on TCLT (Ticket Code Lookup Tool) and Quality Integration with Siebel.
• Worked on Code migration between environments and perform Admin tasks.
• Facilitate meetings with client individuals and monitored/mentored junior team members.
• Working as a Functional/Technical Lead for FA Mandatory TSB project.
• Participate in a large scale project team and work closely with other individual team members
• Worked on configuring workflows, business services, scripting, and integration objects.
• Worked closely with BAs and business users to create test protocols and pass through Development, QA and Validation phases.
• Used Mashup tool for defect logging to fix and resolve the issues.

Environment: Windows XP Pro, Siebel 8.1.1.2, Oracle, Modules: Siebel eMedical

Confidential

Senior Siebel Analyst/Admin

Responsibilities:

• Responsible for configuration and development of the Siebel Finance application including analysis, design, and testing.
• Responsible for Code Migration and perform admin tasks.
• Worked on OBIEE, building Siebel Marketing Screens/views and Reports. Modified repositories, business and presentation layer to suit the requirements
• Worked with the users through the fit gap analysis sessions, gathering and writing the Functional/Technical documents.
• Involved in configuring the Products that can be picked up for a particular Pricelists
• Worked on extending the File system. Added a new drive and moved the File system for additional space.
• Worked on Events for scheduling registration of the classes.
• Worked on constraining the States based on the Country using Subtype which is part of user key and LOV explorer view
• Worked on Workflow Processes, Workflow Policy Programs and customize Workflow Policies for various Email templates.
• Performing the ongoing Production Support and resolving tickets.

Environment: Windows XP Pro, Siebel 7.8.2.8, SQL Server, ADM, Modules: Siebel Finance

Confidential, AL

Senior Siebel Consultant/Analyst

Responsibilities:

• Responsible for configuration and development of the Siebel CRM applications including analysis, design, and testing.
• Involved in customizing Change Request (CR), Service Request (SR) Processes.
• Worked on importing Products from Excel into Siebel using eScript.
• Created a Workflow to make the Group field as a function of Product Class.
• Worked on Workflow Processes, Workflow Policy Programs and customize Workflow Policies for various Email templates.
• Worked on Assignment Manager to assign employees for SRs based on Account Location and Product specialization.
• Designed and developed the CR routing as part of Perforce Integration using EAI
• Worked on Creating Triggers, Creating Components, and Server Administration.
• Worked on customizing Agreement screen for different calculations for Revenue flow.
• Responsible for all aspects of the System Development Life Cycle - from conceptual phase through to implementation.

Environment: Windows XP Pro, Siebel 7.8.2, SQL Server, Modules: Siebel Sales, Call center, eService, EAI

Confidential, MA

Senior Siebel Analyst/Analytics

Responsibilities:

• Responsible for configuration and development of the Siebel CRM applications including analysis, design, and testing.
• Worked on credit card authorization upon creation of sales order using eScript/EAI
• Worked on Documentum interface, which involves generating and uploading of pre-filled Quote Proposal and other business support documents to the Siebel File system using Siebel Document generation capabilities.
• Involved heavily in Production Support and resolving various tickets logged in Peregrine.
• Designed and developed Analytics reports by updating the physical layer (Siebel DW) and creating various subject areas by mapping them into presentation layer using Analytics repository.
• Worked on Creating and maintaining Dashboards and Marketing reports
• Used Analytics Web Administration for securing access across various users.
• Work with IT and business leaders across organizations/geographies to understand and fulfill business requirements as necessary.
• Participated in performance tuning, troubleshooting activities (space, data errors, SQL statements, interfaces to external systems, etc.)
• Troubleshoot & resolve functionality/data related queries.
• Optimize production support activities - driving down repeat tickets/issues
• Adhere to 3Com IT Change Control and PMO processes for enhancement/projects
• Participated in Lead infrastructure and application upgrades as required.
• Liaison with EDS and cross-functional project teams - across geographies - to meet customer SLA and project deadlines
• Participate in cross-training and knowledge transfer activities with project teams including end-customers
• System optimization - performance analysis and reviews
• Security administration as required (Design, objects, profiles - create user Ids, reset passwords, creating roles).
• Adhered to IT audit practices - Experience with Sarbanes-Oxley compliance (SOX).

Environment: Windows XP Pro, Siebel 7.8.2, Modules: Siebel Sales, Call center, eServices, Marketing, Siebel Analytics7.8.2, EAI, ADM

Confidential, GA

Siebel Solution Analyst

Responsibilities:

• This project involves the development and enhancement of client’s Siebel application.
• Worked on creating Functional (use cases)/Technical design documents for SFA, Leads, and Opportunities.
• Gathered the requirements and discussed with the client and the Business Analysts regarding the technical feasibility.
• Developed business rules for SFA involving Accounts, Contacts and Activities.
• Implemented Travel Mgmt Module for Customers needing Field Visit.
• Worked on Field-Mapping and EIM mapping for various Legacy tables into Siebel.
• Worked on Batch Workflow which calls EAI workflow process that sends the transaction to the Credit card processing system via Web logic to process the payment and charge the credit card.
• Worked on CMF and Documentum Integration and designed as part of EAI.
• Maintain a Central Repository for Index, Version, Storing, Searching Customer and Marketing related documents using Documentum Integration.
• Created IO using Siebel eScript objects, methods, and functions, or transformed declaratively using Siebel Data Mapper.
• Created VBC to show Contact data from legacy system in siebel.
• Handled offshore team for development. Assigned them certain tasks and had an everyday call to set the targets and meet the deadlines.
• Involved in understanding the Business logic, gathering report requirements from end users, building reports and building Actuate Libraries using Siebel Tools and Actuate.
• Designed Visit request, Visit summary, Account, Activity based reports using Actuate.
• Developed test plans and UAT scripts.
• Worked on Product Configuration and implemented fields/calculations from header applet into product configurator.

Environment: Windows 2000, Siebel 7.7.2, Modules: Call center, Siebel Sales, SFA, Marketing, EAI, Actuate 7.0

Confidential, TX

Senior Siebel Consultant

Responsibilities:

• This project involves the development of SFA for the client’s eEnergy application
• Worked on Business Services to build the Pricing into Siebel, which is externally hosted in SFE and OND
• Worked on business service for ESID validation by talking to the ERCOT database and pulling back the required data into Siebel
• Worked extensively on eScript for Pricing calculations under Quote for SMB and LCI customers
• Worked on Credit process flow for customer validation and built credit screens and coded using eScript as per the business requirements
• Worked on Email generation using Workflow and Business Service whenever the Credit score status or Name/Address change Status is updated or Order is submitted to Enrollment
• Worked on List Mgmt (Prospects) and Campaigns and wrote a code around the ‘Create Opportunity’ button to create a Quote automatically
• Worked on Audit Trail for Accounts based on Legal Name/Address/Credit Score changes
• Worked on writing Functional and Technical design Documents and process flows

Environment: Windows 2000, Siebel 7.5.3, SFA, Modules: eEnergy

Confidential

Siebel Developer/Remote Admin

Responsibilities:

• This project involves the Production Support given to Siebel Application for the client's ePharma activities
• Performed Siebel Admin tasks to ensure smooth running of tasks in Siebel Servers; Stop/Start servers, create required component requests, monitor tasks, check log files, etc. Maintain LOVs, Views, Responsibilities and PDQs
• Provided Level 2 and Level 3 Production Support Services covering Siebel Application Administration, Siebel Remote Administration, Siebel Server Administration, and User Administration
• Worked on Application Maintenance to fix bugs and handle enhancement requests generated by the users
• Involved heavily in adding and terminating new users and also updating their positions
• Worked on writing validation scripts and ran the script in the validation environment

Environment: Windows 2000, Siebel 7.5.2, Modules: ePharma

Confidential, OH

Senior Siebel Consultant

Responsibilities:

• This project involves the configuration of Siebel Call center Application for the client's financial activities. The main objective of this project is to upgrade the Siebel Version 6.3.1 to 7.5.2
• Involved in the design and documentation of user requirements (proposal)
• Analyzed the business and reporting requirements (which are functionality requests) for feasibility, cost, and benefit of implementation, and the requirements are prioritized into the Requirements Definition, a comprehensive checklist against which the application design and configuration can be assessed
• Involved with Upgrade Team in Performing Pre-Upgrade, Data Migration and Post-Upgrade Tasks
• Involved with the Co-Locators, BA’s and client side business people to gather requirements for customizing Siebel Application
• Customized and Consolidated business components in current v7.5.2 coming from prior v6.3.
• Worked with XML Gateway Service and EAI HTTP Transport to integrate with external database to get the loan information
• Created VBC to show Account Transaction History from legacy system in Siebel
• Worked on the custom adapters for Credit Checking modules for checking credit status of the user and then after successful Credit Check passing the status to custom adapters of billing module through XML
• Designed user interface objects, applets, views, and screens using Siebel Tools
• Performed Siebel Admin tasks to ensure smooth running of tasks in Siebel Servers; Stop/Start servers, create required component requests, monitor tasks, check log files, etc. Maintain LOVs, Views, Responsibilities and PDQs
• Involved in designing and building Illustrations, Firms, Production, Contracts/Plans screens and customized Views according to business requirement
• Involved in converting VBscript to eScript from v6.3 to v7.5.2
• Creating ROL’s (Report Object Libraries) in Tools and Designing reports in Actuate and attaching them to the Siebel applications
• Designed and Developed 18 custom complex reports on the Firms, Illustrations, Contracts/Plans and Production as per the client requirement.
• Created Master Detail Reports using multiple business components
• Developed parameterized and composite data streams reports on new Illustrations by Date.
• Fixed bugs on existing reports based on the requirement

Environment: Windows NT, Siebel 6.3/7.5.2, eScript, and Actuate 7.0, Modules: Call Center

Confidential

Siebel Technical Consultant

Responsibilities:

• The main objective is to support the client in providing communications solutions and services that help businesses, government agencies and other institutions.
• Analyzed existing systems and business documentation and conducted interviews with managers, users and technical infrastructure teams
• Involved in writing technical specifications for the Asset Conversion process that transforms an installed based product from SAP to Siebel; It also associates the SAP installed based Asset with the solution elements stored in Maestro
• Worked with Interactive Designer such as eAdvisor and eConfigurator to facilitate an organization’s sales process by providing customers with targeted product and service information
• Involved in writing technical specifications for T&M Fixed Bid Quote (Firm Order) Indicator
• Involved in writing technical specifications to update Sales Stage on Opportunity when an order is created
• Used eScript to extend data validation beyond the validation already provided in the Siebel standard application
• Involved in understanding the Business logic, gathering report requirements from end users, building reports and building Actuate Libraries using Siebel Tools and Actuate
• Unit testing of reports using Siebel Thick Client/Siebel Dedicated Client, Siebel Thin Client/Siebel Web Client. Developing New Actuate Reports on day-to-day basis as per client's requirement
• Involved in documenting the reports, writing technical specification for the reports; Writing training documents Marketing & Sales employees for the best use of the reports
• Used Siebel Tools to configure objects like Screens, Views, Applets and Pick lists as per customer requirements

Environment: Windows NT, Siebel 7.5.3, Actuate 6.0, eScript, EIM, SAP, MAESTRO, Modules: Siebel Sales

Confidential

Siebel Developer

Responsibilities:

• Involved in the configuration of Siebel Sales as per the client requirements. The main objective is to support the client in providing education funding and guiding students through the Financial Aid Process.
• Configured Business Objects like Schools, Lenders, Activities, Contacts, and Opportunities as per customer requirements; Designed and configured MVG Applets, Associate Applets, Joins and Links
• Designed and configured List, Form and Pick Applets and Pick Lists as per the customer requirement
• Configured specialty objects such as Drill Down and Toggle for applets
• Designed & configured Screens, Views and Applets
• Performed Siebel Admin duties to Support internal/external customers using Siebel software; Ongoing support for various customers in a Siebel software environment
• Perform Siebel server administrative functions; configure server components start, stop, monitor, and perform problem determination. Workflow, email agent monitor configure, run, monitor, and perform problem determination of Siebel EIM tasks and routine maintenance cleanup duties
• Created Parameterized and Master-Detail reports using Actuate Report Designer and integrated it with Siebel
• Created ROL’s (Report Object Libraries) in Tools and Designing reports in Actuate and attaching them to the Siebel applications.
• Used Actuate developer workbench and create composite data streams and used to display data from a multiple business components in a single frame and write a script to get the matching data as per customer requirement
• Used Siebel VB and eScript to extend data validation beyond the validation already provided in the Siebel standard application.
• Analyzed, troubleshot and applied fixes to post production system
• Worked as a Level 2 support, analyzed the problem, prepare specs and forwarded to Level 3 for development

Environment: Windows NT, Siebel 7.0.4, eScript, Actuate 6.0, Modules: Siebel SFA, Call Center.

Confidential, OK

Siebel Consultant

Responsibilities:

• Involved in the configuration of Siebel Communications as per the client requirements. The main objective is to support the client in providing telecommunications network capacity to businesses around the world.
• Configured Business Objects like Accounts, Product, Activities, Contacts, and Opportunities as per the customer requirements; Designed and configured MVG Applets, Associate Applets, Joins and Links
• Designed and configured List, Form and Pick Applets and Pick Lists as per the customer requirement
• Configured specialty objects such as Drill Down and Toggle for applets
• Designed & configured Screens, Views and Applets
• Provided Level 2 and Level 3 Production Support Services covering Siebel Application Administration, all Data loads into and out of the Siebel Systems, Application Maintenance to fix bugs and handle enhancement requests generated by the users
• Created reports using the Actuate Report Designer and integrated it with Siebel
• Created ROL’s (Report Object Libraries) in Tools and Designing reports in Actuate and attaching them to the Siebel applications
• Used Actuate developer workbench and create composite data streams and used to display data from a multiple business components in a single frame and write a script to get the matching data as per customer requirement
• Used Siebel VB and eScript to extend data validation beyond the validation already provided in the Siebel standard application
• Worked on Assignment Manager to distribute the work among Sales Representatives
• Created Assignment Rules/Assignment Conditions according to business requirements
• Associated the Assignment Manager to Workflow Process and Workflow Manager
• Worked on the Workflow Process to automate the business process
• Developed the Workflow Process and Process Designer Steps and set up the Process Properties; Used Process Simulator to test the Workflow Process

Environment: Windows NT, Siebel 7.5, EIM, Assignment Manager, Workflow Manager, Siebel VB, eScript, Actuate 5.0, Modules: Siebel Communications, eSales

Confidential, MO 

Siebel Consultant

Responsibilities:

• This project involves the configuration of Siebel eFinance Applications for the client's financial activities. The main objective of this project is to help the sales team in managing their day-to-day tasks, giving the management proper information about their business. Various reports were customized and created using Actuate.
• Involved in the design and documentation of user requirements (proposal)
• Extensive involvement in heavy data loading from external databases to a Siebel database
• Created control files (SQL Loader), procedures and .ifb files to load the data into Siebel interface tables and executed the EIM process to populate the base tables
• Worked with Smart Scripts to support the Call Center reps in handling the customer calls
• Customized and created business components and business objects for the user requirement
• Designed user interface objects applets, views, and screens using Siebel Tools
• Defined complex business rules using Siebel -VB & eScript
• Used Siebel VB and eScript to extend data validation beyond the validation already provided in the Siebel standard application
• Used joins and links to display the required fields from different tables in one applet
• Created extension tables and columns as per the client’s requirement
• Designed workflow processes to update fields when the users change the conditions
• Created new workflow policy columns, workflow policy objects, and workflow policy components for specific workflow processes
• Created a multi-lingual application to meet the client’s requirements
• Created ROLs using the Siebel Tools
• Created reports using the Actuate Developer Workbench and integrated it with Siebel
• Developed Workflow Process and Process Designer steps and set up the Process Properties; used Process Simulator to test the workflow process

Environment: Windows NT, Siebel 7.0.3, EIM, Workflow Manager, Siebel-VB, eScript and Actuate 5.0, Modules: Call Center, eFinance