SUMMARY:

• Twenty Years Software Development Experience
• Twenty Years CRM, Ten Years Siebel, Three Years SAP, Three Year Oracle MDM/OCH/UCM Cloud, One Year Reltio MDM Cloud, Zen Desk and Orchestra EBX MDM
• Twenty years Contact Center (Multi - Sites, 1500 seats, Multichannel Email, Echat, Predicative Dialer, CTI)
• Ten years Project Management (Managed up to 25 team members)
• Ten years Campaign Management/Marketing and Lead/Opportunity/Quote Management
• Ten years Management (Call Center - Sales and Service, Help Desk Support)
• Ten Years Financial Institutions
• Upgrades/New Installations: Seventeen Siebel, Three SAP, Four Oracle MDM/OCH/UCM/Cloud, Two Reltio MDM Cloud

TECHNICAL SKILLS:

SKILLS/SOFTWARE: Oracle MDM/OCH 8.1.1, 8.2 (Master Data Management/Customer Hub/Universal Customer Master/Cloud/On Demand)

Orchestra EBX5: Reltio MDM Cloud 16.2, 16.3, 17.2

SAP (4.6,6.0)(WM,IM,P2PA,CRM,QM,PM,MM,CM,GL,AP,AR,FA): Siebel (95 and 98,99,2000,7.5,7.7,7.8,8.0,8.1,8.1.1.7,8.2) (Call Center, Sales Force Automation- Leads and Opportunity to Quote and Quote to Order, eFinance, eInsurance, eEnergy, eAutomotive, eCommunications, Public Sector, Campaign Management/Marketing, Analytics, Open UI, Task Based UI)

PROFESSIONAL EXPERIENCE:

Confidential, Estero, FL

Lead MDM Business System Analyst

Environment: Orchestra EBX5 MDM, Domains (Location, Vehicle, Customer), Agile/Scrum, Data Steward, Data Governance, JIRA, Data Mapping/Data Migration, Work Flow

Responsibilities:

• Determine business and functional requirements from business user workshops
• Document business and functional requirements for Orchestra EBX MDM
• Create functional specification workbook and functional design specification for Orchestra EBX MDM functionality
• Detail application UI screens and views including application flows and business logic
• Detail match/merge and survivorship rules for master golden records.
• Provide traceability back to Use Cases/Business Process and Requirements.
• Support development and create Unit test scripts. Validate application build by executing Unit Scripts.
• Demo delivered Orchestra EBX MDM Administration and Data Steward Responsibilities.
• Support User Acceptance Testing, Validate and manage bug fixes for release.

Confidential, Group Plano, TX

MDM Engagement Manager

Environment: Reltio MDM Cloud, HCP, HCO, Remediation/Process/Performance Improvement, Agile/Scrum, Data Steward, Data Governance, Zen Desk, JIRA, Data Mapping/Data Migration

Responsibilities:

• Manage and Track Onshore and Off Shore Resources Task Allocation and Utilization also provide Weekly Performance Reports.
• Oversee and Monitor Bi-Weekly Incremental Data Load Processes and provide Report Results with Exception Log.
• Oversee Remediation Process for Reltio MDM Cloud Product Gap Defects and provide Report Results with Exception Log,
• Support and Manage Parallel Data reload into New Production Fixed Environment with Resolved Product Gap Defects.
• Address ongoing Product issues and develop Process/Performance Improvement Plans to resolve and close issues
• Track Progress and Issue Reports daily and deliver Weekly Status Progress and Issue Reports to Executives Sponsors.

Confidential, Bridgewater, NJ

Sr. System Analyst

Environment: Reltio MDM Cloud, Informatica, Data Steward, Data Governance, Product, HCP, HCS, HCO, JD Edwards, Agile/Scrum, Zen Desk, JIRA, Data Mapping/Data Migration, Merges/Acquisitions, HP ALM

Responsibilities:

• Profile Source Data to identify Data Attributes usage as Master Data candidates and develop Master Data Attribute Requirements.
• Establish Reltio MDM Application standards/procedures, matching thresholds, merge survivorship rules with system precedents.
• Facilitated import of Merger/Acquisition data from JD Edwards Operating Companies into Master Data to create/update Golden Records.
• Detail Design for application UI screens and views including application work flows and business logic for Reltio MDM Cloud Application.
• Support development and create test scripts to execute and validate Reltio application build to Traceability Matrix and Requirements.
• Execute Unit Test Scripts utilizing HP ALM Application to record and report testing results with bug/issue resolution.
• Define Data Steward Standard Operating Procedures and processes including Duplicate Resolution and Address Verification Validation.
• Create Data Steward User Guide and deliver User demonstrating functionality and usage of customized Reltio MDM Application.

Confidentia, Carlsbad,CA

Sr. System Data Analyst

Environment: Informatica, DQA, Address Doctor, CODA, GPM, Data Steward, Data Governance, Clinical Trials Logistics

Responsibilities:

• Establish Global Data Governance standards and procedures for Data Entry Process for New Incoming Data and Existing Records.
• Define Master Data Policy and Procedure for Matching, Merge and Survivorship of Clients and Protocols from JD Edwards Source Systems.
• Detail Data Governance Framework and Process flows for Business Units, Data Stewards, Data Governance Director and Governance Council.
• Profile JD Edwards Source Data to identify data patterns for Master Data Requirements, Enterprise Data Translations and Noise Directory.
• Create and set up Informatica MDM Application detailed matching, merge and survivorship rules for Client Master Golden Records.
• Define Data Steward Standard Operating Procedures and processes including Duplicate Resolution and Address Verification Validation.
• Reloads cleansed Master Data Golden Records into JD Edwards Source Systems and establish Source System Synchronization.

Confidential, Fort Smith, AR

Sr. System Analyst Lead

Environment: Siebel Universal Customer Master 8.2, Open UI, EDQ/QAS, Oracle MDM, Oracle Sales Cloud, Service Now, Data Steward, Data Governance, CRP, Agile/Scrum, SOAP, Data Mapping/Data Migration, Merges/Acquisitions

Responsibilities:

• Determine business and functional requirements from business user/subject matter experts workshops for Customer Master Data.
• Establish and Document business and functional requirements for Oracle MDM Customer Hub/UCM Application.
• Create functional specification workbook and functional design specification for OCH MDM/UCM Application functionality.
• Detailed Design Application for UI Screens and Views including application work flows, business logic match/merge and survivorship rules.
• Establish and Optimize Enterprise Data Quality and QAS Address Verification for matching and merge rules for customer master records.
• Facilitate Merger/Acquisition data from Operating Companies into Master Data process to create and update Master Golden records.
• Provide traceability matrix for Business Use Cases and Processes to Business and Function Requirements delivered in OCH MDM/UCM.
• Support development Application speciation and functionality and create Unit test scripts for Application and Traceability Matrix validation.
• Execute Unit Test Scripts utilizing Service Now Application to record and report testing results identifying bug/issue for resolution.
• Demo delivered OCH Application Administration and Data Steward Roles and Responsibilities in Pilot Phase.
• Support User Acceptance Testing, Validate and manage bug fixes for Production OCH MDM/UCM release.

Confidential, Lansing, MI

Oracle Principal Consultant/Functional Manager

Environment: Siebel Public Sector 8.2, Data Quality (EDQ), Electronic Data Interchange (EDI), eService, Open UI, Task Based UI, Insurance/Finance with Case Management, Activities, Work Flow, State Model, Contacts and Accounts, OBIEE 10, Windows 7 and Office 2010, Visio, UML, Use Cases, WORCS, EDI Claims, Data Mapping/Data Migration

Responsibilities:

• Document current As Is Business Process Flows and develop future To Be Business Processes Flows for servicing State Agency.
• Develop Use Cases for the new To Be Business Processes and capture Business Requirements.
• Create and document Functional Requirements and Specification for Business Requirements.
• Create and Map Data Elements to User Interface and Data Base and document in Data Dictionary.
• Provide Gap Analysis to develop and document Customization System Requirements and Specifications.
• Develop UI Mock Ups for Internal, eService and Task Based.
• Develop Data Quality matching rules for Electronic Data Interchange.
• Develop Data Quality matching rules for Suspect/Duplicate Records.
• Develop Business Intelligence Requirements for Reporting and Report Layouts with Security.
• Create Positions/Roles and Responsibilities across multiple organizations/business units.
• Develop Test Process and Test Case for System Test and UAT test.
• Review and manage Test Cases and execution maintaining set standards.
• Manage and direct Functional Team.

Confidential, Bridgewater, NJ

Sr. SAP Systems Analyst

Environment: ERP SAP 6.0, Use Cases, BPML, Product Map, RICEF (Reports, Interfaces, Conversions, Enhancements and Forms), Logic Cubes, BW/Data Warehouse, FI (FA, AP, AR, TM, GL), Data Mapping/Data Migration

Responsibilities:

• Create Business Master Process Lists for Finance.
• Blue Print current processes to Business Requirements, Functional Specifications and Product Map.
• Develop System Requirements for Functional Design Specifications for programming configuration to rationalization.
• Develop Business Case scenarios for Testing and validate developed programs.
• Mapped Data to BW/Data Warehouse for Business Intelligence Reporting.

Confidential, Santa Clara, CA

Sr. System Analyst Lead

Environment: Siebel Universal Customer Master 8.1.1.7, Oracle MDM Cloud On Demand, EDQ/QAS, Siebel 8.1 CRM, Loyalty and Marketing, Oracle POS, Oracle ATG, AS400, Assembla, Bugzilla, SOAP, Data Mapping/Data Migration, Agile/Scrum

Responsibilities:

• Determine business and functional requirements from business user workshops
• Document business and functional requirements for Oracle MDM Cloud On Demand for Holland & Barrett Brand UK.
• Create functional specification workbook and functional design specification for OCH MDM/UCM functionality
• Detail application UI screens and views including application flows and business logic
• Detail EDQ/QAS matching and merge rules for customer master golden records.
• Provide traceability back to Use Cases/Business Process and Requirements.
• Support development and create Unit test scripts. Validate application build by executing Unit Scripts.
• Demo delivered OCH Administration and Data Steward Responsibilities.
• Support User Acceptance Testing, Validate and manage bug fixes for release.

Confidential, Madison, NJ

Oracle Spend Monitor System Analyst Lead

Environment: Siebel Universal Customer Master 8.1, EDQ/QAS, EDI, Data Mapping/Data Migration

Responsibilities:

• Document Business and Functional Requirements for Health Care Provider, Health Care Organization and associated Spend Transactions for regulatory reporting for CA, MA, DC, WV, MN, VT.
• Create functional specification workbook and functional design specification for OCH Oracle Spend Monitor (OSM) functionality.
• Detail application UI screens and views including application flows and business logic.
• Create Functional Specification design for the Detail, including application UI screens and views, including application flows and business logic.
• Provide traceability back to Business Process and Requirements.
• Develop and create Unit Test scripts.

Confidential, Malvern, PA

Sr. Siebel System Analyst Lead

Environment: Siebel Sales 8.0, Sales Force Automation- Leads an Opportunity to Quote and Quote to Order, Sales Pipeline, Campaign Management/Marketing Leads, Opportunities, Quotes, Pricing, Proposals and Orders, SCON Configurator, HP Test Director, Agile/Scrum, SAP

Responsibilities:

• Integrate merger acquisition onto existing Siebel Sales Enterprise Platform.
• Evaluated Fit Gap enhancements for Leads, Opportunities, Quotes, Pricing, Proposals and Orders to support new business division.
• Evaluated user requirements impact on existing Global deployment.
• Developed processes and document to realize user requirements for enhancements.
• Developed design and customization specifications for programming configuration.
• Documented new design functionality for Testing and User Acceptance.
• Executed testing to validate design build to me design specifications.

Confidential, Minneapolis, MN

Principal Consultant/Functional Manager

Environment: Siebel Public Sector 8.1 Service Requests with State Model, Activities, Contacts and Accounts, OBIEE 10, Window XP and Office 2007, Visio, BATS, Case Management, UML, Use Cases, Data Mapping/Data Migration

Responsibilities:

• Document current As Is Business Process Flows and develop future To Be Business Processes Flows for servicing US Savings Bonds redemption and reissue at US Treasury Service and Bureau of Public Debt.
• Develop Use Cases for the new To Be Business Processes and capture Business Requirements.
• Create and document Functional Requirements and Specification for Business Requirements.
• Create and Map Data Elements to User Interface and Data Base and document in Data Dictionary.
• Provide Gap Analysis to develop and document Customization System Requirements and Specifications.
• Develop Business Intelligence Requirements for Reporting and Report Layouts with Security
• Create Positions/Roles and Responsibilities across multiple organizations/business units.
• Develop Test Process and Test Case for System Test and UAT test.
• Review and manage Test Cases and execution maintaining set standards.
• Validate materials content for delivery.
• Manage and direct Functional Team

Confidential, Miami, FL

Business Intelligence (BI) Business Analyst

Environment: WhereScapeRed, VISIT Data Mart, Data Mapping/Data Migration, 360, COGNOS

Responsibilities:

• Scope project, identify business rules, gather and document Intelligence (BI) requirements for skills, processes, technologies, applications, reporting and practices used to support decision making.
• Map Source Systems to Fact and Dimensional Data Warehouse Model.
• Prepare Business Requirement Document and Functional Requirements/Specifications for Data Warehouse.

Confidential. Charlottesville, VA

Sr. Business Systems Analyst Lead

Environment: Siebel 8.1, Client Profiles, Case Management, Governance, Professional Conduct, Redaction, BPM (Business Process Modelling/Reengineering), Data Mapping/Data Migration, Agile/Scrum

Responsibilities:

• Document current As Is Business Process Flows and develop future To Be Business Processes Flows for Case Management System for Professional Conduct.
• Facilitate To Be Business Requirements sessions utilizing the developed To Be Business Processes Flows to create Business Requirements.
• Develop and define Business Rules, Work Flows, Stage Life Cycle, Assignment Rules, Document Merge, List of Values and Reporting.
• Create and document Functional Requirements and Specification for Business Requirements.
• Create and Map Data Elements to User Interface and Data Base and document in Data Dictionary.
• Develop and Document System Integration Requirements and Specifications for Siebel 8.1.
• Create Standard Operating Procedures and document in Business Process User Guide for Case Management System.

Confidential, Seattle, WA

Sr. Business Systems Analyst Lead

Environment: Siebel 8.0, OBIEE, Sales Force Automation- Leads and Opportunity to Quote and Quote to Order, Sales Pipeline, Campaign Ad Management/Marketing, Analytics, Call Center, Data Mapping/Data Migration

Responsibilities:

• Evaluate business requirements and gap analysis for Individual Sales, Underwriting and Enrollment.
• Facilitate user requirements sessions including the documentation of existing and future business processes.
• Recommend business process improvements for future state. Develop procedures, forms and documentation as required to accommodate user requirements.
• Develop Lead generation and Load Process for Campaigns for the Opportunity Pipeline.
• Develop Siebel 8.0 specifications for programming /configuration following development life cycle and methodology.
• Develop Test Strategy and Scripts to validate developed programs

Confidential, Bradenton, FL

Sr. Business Systems Analyst

Environment: Siebel 8.0, Case Management, Analytics, Service Requests with State Model, Activities, Contacts and Accounts, Siebel Work Flow and Assignment Manager, Siebel EIM (Enterprise Integration Manager) Data Conversion, Data Mapping/Data Migration

Responsibilities:

• Blueprint current processes for Business Master Process List for financial analysis for Medicare/Worker Compensation settlement claims.
• Re-engineer Business Processes for To Be Migration from Goldmine to Siebel 8.0 deployment. Develop Siebel Business Rules, Work Flow and Assignment Manager automation for Case Management.
• Develop Siebel System Requirements for Siebel 8.0 Functional Design Specifications for program development team.
• Produce Business Case scenarios to validate developed programs.

Confidential, Springfield, MA

Sr. Siebel Business System Analyst

Environment: Siebel 8.0, eFinance, Use Cases, Siebel EIM (Enterprise Integration Manager), Data Mapping, Sales Pipeline, Campaign Ad Management/Marketing, Service Requests with State Model, Activities, Contacts/Accounts, Data Mapping/Data Migration

Responsibilities:

• Siebel Upgrade eFinance 7.5 to Siebel 8.0. Financial Services. Consolidate custom Views - Applets, rework Responsibilities and LOV’s.
• Redesign Customizations to revert to Siebel 8.0 new Out of the Box features.
• Lead Development Team on data and process definition Data Mapping for Siebel 8.0 data model difference for EIM Data Migration.
• Create Business Master Process List and Update Opportunity Sales Pipeline with Business Use Cases and Requirements.
• Develop Functional Design and work with Development Team on configuration delivery.
• Create Test Cases and manage System and Unit Tests in Quality Center.
• Analyze defects and resolve issues with Business and Development Team.
• Create Reporting Requirements for Analytic Dash Boards from Data Warehouse.

Confidential

Sr. Siebel System Analyst Lead

Environment: Siebel 8.0, eCommunications, Use Cases, CTI Call Center, Avaya, Sales Pipeline, Campaign Management/Marketing, Service Requests with State Model, Activities, Contacts/Accounts, Data Mapping/Data Migration

Responsibilities:

• Responsible modeling business processes in UML/Use Cases for Mobile Phone Providers in multiple former Soviet.
• Lead business team and workshops for requirements gathering requirements for Siebel 8.0.
• Design requirements for CTI Call Centers for Sales, Service and Marketing functions.
• Perform gap analysis to standard Siebel Functional and identify customizations.
• Identify integration systems and data migrations including middle ware solutions and data mapping.

Confidential, San Jose, CA

Sr. SAP Systems Analyst

Environment: ERP SAP 4.6, SAP 6.0, Use Cases, BPML, Product Map, RICEF (Reports, Interfaces, Conversions, Enhancements and Forms), Logic Cubes, BW/Data Warehouse, Warehouse Management, Inventory Management, Procurment to Pay, Quality Management, Plant Maintenace, Customer Relationship Management, Material Management, Data Mapping/Data Migration

Responsibilities:

• Create Business Master Process Lists and Product Map
• Blue Print current processes for Migration from SAP 4.6 to 6.0.
• Develop System Requirements for Functional Design Specifications for programming configuration to rationalization.
• Develop Business Case scenarios for Testing and validate developed programs.
• Mapped Data to BW/Data Warehouse for Business Intelligence Reporting.

Confidential, Islandia, NY

SAP Systems Analyst

Environment: ERP SAP 6.0, Rational Requisite Pro, CTI Call Center, Use Cases, BPML, RICEF (Reports, Interfaces, Conversions, Enhancements and Forms), Data Mapping/Data Migration

Responsibilities:

• Evaluate user requirements for Online Technical Support Portal and SAP Service Tickets.
• Develop Business Requirements, Use Cases and Process Flow with RUP. Capture requirements and tractability in Rational Requisite Pro.
• Integrate Telephony CTI with current Applications for Global Contact Center (Follow the Sun).
• Provide alternative solutions with cost/benefit estimates and ROI.
• Develop Functional Design specifications for programming development to accommodate business requirements.
• Test and validate developed programs.

Confidential, Malvern, PA

Sr. Siebel Business Analyst

Environment: Siebel 7.5, Siebel EIM (Enterprise Integration Manager), Data Mapping, R3 Connector, Sales Force Automation- Leads and Opportunity to Quote and Quote to Order, Sales Pipeline, Campaign Ad Management/Marketing Leads, Opportunities, Quotes, Pricing, Proposals and Orders, SCON Configurator, HP Test Director, Agile/Scrum, SAP

Responsibilities:

• Upgrade and enhancements from 7.5 to Siebel 7.8 for Leads, Opportunities, Quotes, Pricing, Proposals and Orders.
• Evaluate user requirements for world wide deployment. Develop processes and document as required to accommodate user requirements.
• Develop design and customization specifications for programming configuration. Integrate Siebel EAI (Enterprise Application Integration) with SAP utilizing R3 Connector.
• Validate design build to meet design specifications.
• Document new design functionality for Testing and User Acceptance.

Confidential, Orlando, FL

Sr. Siebel Business Analyst

Environment: Siebel 7.5, Power Builder, Actuate Report, Customer Service, Fulfillment, Guest Status/ Prioritization, Siebel EAI (Enterprise Application Integration), MARSHA, Quality Center, Data Mapping/Data Migration

Responsibilities:

• Analyze end-user needs and requirements for migration from CRM Power Builder to Siebel 7.7.
• Research and document effects of recommended changes required by end-users and ensure all business areas affected by the changes are addressed.
• Develop detailed specifications for application design, coding, and testing. Work closely with application developers to ensure that systems developed meet the business requirements and specifications.
• Review test methodologies and execution results.
• Provide end-user documentation and .
• Responsible for analyzing and identifying Change Control to production systems.

Confidential, Jacksonville, FL

Sr. Siebel Business Analyst Lead

Environment: Siebel 7.7, eFinance, Analytics, CTI Call Center, Avaya, Sales Force Automation- Leads and Opportunity to Quote and Quote to Order, Sales Pipeline, Campaign Ad Management/Marketing Leads, Opportunities, Quotes, Pricing, Proposals and Orders, JAD, Trillium Quality, Data Mapping/Data Migration, Quality Center

Responsibilities:

• Evaluate user requirements, provide alternative solutions with cost/benefit estimates and implement working solutions with the use of project management tools.
• Recommend business process improvements. Develop procedures, forms and documentation as required to accommodate user requirements including Sales Opportunity Management.
• Document specifications for functional design with gap custom requirements including Smart Scripting.
• Trillium Data Cleansing and Standardization and Global Address Validation
• Test and validate developed programs.
• Facilitate JAD user sessions and document processes and procedures.
• Assist with materials and .
• Set up Campaign Management for Lead generation and integrate with Marketing Data Mart/Warehouse.

Confidential, Charlotte, NC

Sr. Siebel Business Analyst

Environment: Siebel 7.5, eFinance, Siebel EIM (Enterprise Integration Manager), Data Mapping/Data Migration

Responsibilities:

• Lead data mapping and process definition to support conversion of Customer Needs Assessments for Premier and Private Bank to Siebel. e.
• Act as a liaison to legacy application groups and the project Information Team members in gathering business requirements by the business segments and translating into EIM Data Migration design.
• Develop conversion events, document integration and data requirements and inter-dependencies between data sources.
• Manage developers and supervise test validation processes.

Confidential, Dallas, TX

Siebel Project Manager

Environment: Siebel 7.5, eCall Center, CTI Call Center, Siebel EIM (Enterprise Integration Manager), Data Mapping, Sales Force Automation- Sales Pipeline for Campaign Ad Management/Marketing Leads, Opportunities, Proposals and Orders, Data Warehouse, Epiphany, Data Mapping/Data Migration

Responsibilities:

• Implement Siebel eEnergy for TXU Energy Services Mid-Market sales organization.
• Responsible for project development, Project Plans (resources, time lines, and budget), production support, system administration, and user delivery.
• Manage, participate, and contribute in efforts to insure Siebel performs according to business requirements.
• Oversaw testing and deployed upgrades, change management and enhancements releases.
• Developed Closed Loop Marketing System integrated with a Data Mart/Data Warehouse and Epiphany for Siebel Target Marketing
• Campaigns with Smart Script Automation for Direct Mail /Phone Response for the Sales Opportunity pipeline.

Confidential, Dallas, TX

Siebel Business Analyst Functional Lead

Environment: Siebel 2000, eCommunications, Aspect Call Center, Computer Telephone Integration, Provisioning, Customer Service with Activities, Siebel EAI (Enterprise Application Integration), Data Mapping/Data Migration

Responsibilities:

• Implement Siebel 2000 Call Center with CTI, Email, Web and Service.
• Integrate Provisioning and Activation of Automotive Cellular Devices in Mercedes Benz equipped cars.
• Capture Call Activities and Service Requests for Customer Service.
• Capture requirements and design Actuate Reports for Operational and Managerial.

Confidential

Siebel Business Analyst Functional Lead

Environment: Siebel 2000, eCall Center, Avaya Call Center, Computer Telephone Integration, eChat, SAP, R3 Connector, Siebel EAI (Enterprise Application Integration), Data Mapping, Sales Force Automation- Leads and Opportunity to Quote and Quote to Order, Service Requests, Accounts, Contacts and Activities, Data Mapping/Data Migration

Responsibilities:

• Siebel 2000 Implementation integrated with SAP using R3 Connector for Orders.
• Call Center integration with CTI, Email, Web and eChat for Service and Orders.
• Establish Service Requests via Knowledge Base Support. .
• Work with Business Process Teams to understand business requirements and map to Siebel application functionality.
• Responsible for project development, Project Plans (resources, time lines, and budget), production support, system administration, and user delivery.

Confidential, PA

Siebel Business Analyst Functional Lead

Environment: Siebel 95, Siebel 2000, eCall Center, Computer Telephone Integration, Siebel EIM (Enterprise Integration Manager), Sales Force Automation- Leads and Opportunity to Quote and Quote to Order, Siebel Assignment Manager and Work Flow, Data Mapping/Data Migration

Responsibilities:

• Upgrade from Siebel 95 and Siebel 98 to Siebel 2000.
• Implement new business processes within existing applications and to deploy new functionality and applications.
• Analyze, design and take part in implementation of multiple application modules.
• Call Center/Email Campaigns with Smart Script Automation
• Develop implementation specifications for application configuration.

Confidential, Houston, TX

Siebel Business Analyst Functional Lead

Environment: Siebel 98, Siebel 99, eCall Center, Computer Telephone Integration, Siebel Assignment Manager and Work Flow, Sales Force Automation- Leads and Opportunity to Quote and Quote to Order

Responsibilities:

• Upgrade Call Center Siebel 98 to Siebel 99 integration with CTI, Email and Web.
• Responsible for managing the analysis, design and implementation of CRM enterprise applications for Contact Centers (up to 1500seats/Multiple Sites).
• Replace customized developed functions with new available out of the box functionality.

Confidential, Dallas, TX

Project Manager

Environment: CRM, Scopus, Power Builder, Y2K, Computer Telephone Integration, Business Continuity Planning, Project Management, Service Requests, Lucent/Ayava, Data Mapping/Data Migration, Merges/Acquisitions

Responsibilities:

• Managed Merge Nations/ Confidential Online Banking Platforms and Applications
• Managed project teams for Online Banking East Coast Contact Centers (1000 seats). Coordinated Y2K compliance and developed Business Continuity Plan.
• Managed CRM Power Builder application for Service Requests and developed requirements for Scopus CRM.
• Coordinated PC banking migration/conversion projects.
• Manage projects using the Project Management Process to deliver requirements, specifications, testing, implementation and support to bank requirements.
• Act independently to resolve issues and empowered to make decisions.

Confidential, Dallas, TX

Project Analyst

Environment: CRM, Help Desk, Intranet

Responsibilities:

• Responsible for analyzing and documenting business needs and processes from business perspectives.
• Worked with the users to define their requirements, scope, re-engineer current business process, perform requirement gathering and analysis, and manage expectations for developing and maintaining a proprietary CRM Desktop.
• Develop deliverables and documentation for call center procedures.
• Maintain comprehensive working knowledge of call center operations and environments. Manage Help Desk providing technical assistance for call center business unit.
• Manage content and development intranet web pages.

Confidential, Dallas, TX

Operation Analyst

Environment: Aspect Call Center, IVR Call Routing, Tele Center Scheduling

Responsibilities:

• Monitor and analyze call center processes to provide reporting requirements. Develop, improve and document business procedures and processes.
• Provided system administration, prepared forecasts and maintained databases for TCS (Telecenter Scheduling Center).
• Managed Aspect ACD system including call routing and control tables.
• Responsible for establishing and tracking department data security, system access and licensing.