SUMMARY:

CRM practitioner with strategic assessment, design and implementation expertise in application development and systems integration. I have over twenty - five years of experience in the analysis, design, and development of enterprise wide applications. Extensive experience in Software Development Life Cycle (SDLC) and process methodologies like waterfall, UML, Agile, SCRUM, feasibility analysis, gap analysis, scope and impact analysis of the software systems throughout the different phases of SDLC.

TECHNICAL SKILLS:

ERM/CRM Packages: Clarify, Siebel 4 - IP14

Siebel Applications: Call Center, eHospitality, Sales, Consumer Goods, Life Sciences, eService, ePharma, eEnergy, Siebel Marketing Module, Siebel Analytics, eCommunications, Siebel PRM (Partner Manager and eChannel Partner Portal), eMedia, eClinical, Financial Services, Siebel Public Sector

Business Processes/Modules: SmartScript, Work Flow, Assignment Manager, EIM, Web Services, TBUI, Siebel Data Quality, ADM, Oracle BI Publisher, EAI, Siebel Tools, Siebel Remote Administration, Server Administration, and System Administration

Operating Systems: All Windows platforms; UNIX, SunOS/Solaris

Databases: MS Access; MS SQL Server; Oracle; Sybase; DB2

Languages: Visual Basic; SQL; SQL*PLUS; PL/SQL; e-Script; Java Script, HTML

Reporting Tools: MS Access, Crystal Reports, Actuate, Siebel Analytics, Oracle BI Publisher

Other Packages: Oracle UPK, SAP BusinessObjects Data Quality Management for CRM 3.2, 4.1, 4.2, JIRA, Mingle, HP QA suite, SharePoint, Monarch, Team Foundation Server, Axure RP

Implementation Methodologies: UML, Waterfall, Agile, Scrum

PROFESSIONAL EXPERIENCE:

Confidential, Wappinger Falls, NY

Lead Business Analyst

Responsibilities:

• Requirements gathering for Siebel integration with QAD, SalesForce, Eloqua and other applications:
• Sessions with SME across different business divisions
• Designing global and standardized solution
• Business, system and process diagrams, Use Cases, GAP analysis
• Design documentation, test cases
• Unit, UAT and system testing

Confidential, Delmar, NY

Senior Business Analyst

Responsibilities:

• Analysis of current customer operations
• Advise on Siebel platform functionalities and best practices
• Provide functional advise
• Act as liaison between Justice Center (JC) and New York State Office of Information Technology Services (ITS) - business analysts and technical teams
• Business, system and process diagrams creation
• Replacing Surrogate Decision Making Committee (SDMC) legacy application (Legacy Renewal). Responsible for business processes mappings, requirements and design for SDMC new application
• Assist with business and functional requirements, UI requirements, business rules, use cases
• UAT and system testing
• Creation of test cases using HP QC
• End user training and support

Confidential, Wappinger Falls, NY

Lead Siebel Consultant

Responsibilities:

• Functional requirements, UI requirements, business rules, use cases
• Design documentation, test cases for enchantments and new functionalities
• Unit, UAT and system testing
• Created business, system and process diagrams
• Upgrade from Siebel Call Center (SEA) 8.1.5 to Siebel Call Center (SIA) 8.1.10; and from 8.1.10 to IP14 (open UI):
• Responsible for all phases of Siebel upgrade process, including managing team of developers:
• Evaluate the complexity of the upgrade
• Estimate the level of effort to upgrade
• Assess business processes, functional redesign, and current requirements versus obsolete requirements that may be out of scope
• Planning
• Siebel Servers installation
• Running upgrade scripts
• All post-upgrade tasks, including database upgrade, application upgrade, configuration and scripts changes and conversion
• Web Services updates and conversions
• Workflows changes
• Single Sign On setup
• Training materials
• Deployment Plans
• QA scripts
• Analysis and assignment of bugs
• Open UI
• Sales Mobility
• BI Publisher reports
• SAP BusinessObjects Data Services for Siebel CRM application implementation (3.2 and upgrade to 4.1):
• Requirements
• Installation
• Customization
• Maintenance
• End user training and support
• Single Sign On setup using ADSI and SSL
• ADM implementation:
• Installation
• Requirements for custom objects
• Configuration
• Test cases
• End user training and support
• Application performance monitoring and troubleshooting application issues
• Responsible for business processes mappings, architecture, requirements and design and development

Confidential, Stamford, CT

Lead Business Analyst

Responsibilities:

• Preparation of Project metrics for Agile Project Methodology
• Preparation of Functional Design Document for Quick Analysis Interface
• UI Prototyping using Axure RP
• Requirements for Integration with
• Data Power (shopping cart)
• Valhalla (central reservation system)
• TLGO/ TLPE (pricing engines)
• Reader Board Meeting Broker (hotel catering system)
• Lanyon System (account management system)
• Custom Data archiving solution
• Requirements and design for BI publisher reports supporting multi languages
• Test script review and scrum Meetings with QA team and development Team for ISAC upgrade to 8.1.11(open UI)
• Knowledge transfer and training sessions with end users

Confidential, New Rutherford, NJ

Principal Siebel Specialist

Responsibilities:

• Project Planning & Initiation
• Participation in Analysis and Design Sessions
• Business Requirements Documentation/Use Cases
• Service Model
• Business Cases, including Cost Benefit Analysis
• Test Cases
• User Acceptance Testing
• Rollout Procedures
• Participate in the review of:
• Systems Requirements Analysis
• Gap Analysis
• Systems Delivery Spec
• User Procedure Documents
• Training Documents
• Maintain development, QA, UAT and production environments
• Troubleshooting of Siebel application problems related to Siebel environments
• Application performance monitoring and troubleshooting application issues
• Providing support to users in order to resolve system and application related issues
• User creation and maintenance
• Deployment activities - configuring application components, parameters, and configuration files, Repository Export / Import, SRF Compilation, Schema Changes, Seed Data transfer, replacement, browser scripts generation
• Interface support -Creating, updating Oracle and MS SQL Server stored procedures. Supporting custom DTM (data transfer manager) application written in MS VB. Supporting webMethods interface
• SAP BusinessObjects Data Services for Siebel CRM application customization, maintenance and support
• Creating new and updating existing Web Services
• SharePoint integration analysis
• Updating existing Crystal Reports
• Provide implementation support ensuring that results meet established needs, goals, and timelines
• Work with technical staff, other system administrators, outside consultants, product vendors and internal business experts to enhance and maintain the Siebel CRM Infrastructure Architecture
• Evaluate the complexity of the upgrade
• Estimate the level of effort to upgrade
• Assess business processes, functional redesign, and current requirements versus obsolete requirements that may be out of scope
• Siebel Servers installation
• Running upgrade scripts
• All post-upgrade tasks, including database upgrade, application upgrade, configuration and scripts changes and conversion
• Web Services updates and conversions
• Workflows changes
• Single Sign On setup
• SAP BusinessObjects Data Quality Management installation and integration
• Oracle and MS SQL Server stored procedures conversion
• Test scripts creation, using Oracle UPK
• Training materials
• Deployment Plans
• UAT coordination

Confidential, Minneapolis, MN

Senior Siebel Consultant

Responsibilities:

• Assessment of the current system Integration design
• Analyze eClinical 8.1 functionality
• Evaluate the complexity of the upgrade
• Estimate the level of effort to upgrade
• Assess business processes, functional redesign, and current requirements versus obsolete requirements that may be out of scope

Confidential

Senior Siebel Specialist

Responsibilities:

• Providing Siebel Solutions to Business and Technical Teams
• Training on-site Siebel development team. The training included many areas of Siebel, such as:
• Tools and Client Installation
• Configuration
• Browser and Server scripting
• Siebel Architecture
• Siebel Server Administrative Tasks
• Siebel Remote
• EAI(Integration Objects, Web Services, WF Processes, Integration Maps)
• Assignment Manager
• Communication Server
• State Model
• TBUI
• Product Configurator
• Requirements analysis and development design using Rational Requisite Pro. Detailed design was based on the development best practices for combination of eMedia and ePharma verticals.
• Remote User Administration and support, including remote user creation, local database extraction, troubleshooting of synchronization issues, etc.
• Monitor database using DB2 Access Plan, Explain Plan, and Event Monitor Utilities
• Used DB2 LOAD utility to populate individual Enterprise Integration Manager (EIM) tables

Confidential, Winnipeg, CA

Technical Consultant

Responsibilities:

• Analyzed the requirements specification documents; and prepared technical requirements specification documents.
• Developed Outbound Web Services to combine component-based development and Internet standard protocols that include HTML, XML, Simple Object Access Protocol (SOAP) and Web Services Description Language (WSDL).
• Used Integration Data Map functionality to map external applications to Siebel.
• Designed and configured various Siebel objects for implemented Siebel application.
• Created custom business services and workflow processes.

Confidential, Hicksville, NY

Project Lead/Lead Business Analyst

Responsibilities:

• Responsible for coordinating 4 to 20 members’ team and ensuring accurate and timely configuration of application based on system requirements and business processes.
• Analyzed, defined, and documented business solutions, provided detailed business requirements, system design, test plans and results, procedures and production rollout.
• Acted as a link between clients and off site /on site developers in reference to modifications to the application, and overall project issues.
• While in the position, I was responsible for many successful Siebel releases. These releases include an upgrade from Siebel 7.0.4 to Siebel 7.5.3 and a release based on the Siebel 7.8 environment.
• Responsible for successful move of production environment from Confidential to offsite vendor.
• Led the team of business analysts for Confidential Siebel Call Center initiative. Responsible for analyzing, defining and validating Call Center requirements. Performed gap analysis for Opportunity and Order Management modules.
• Responsible for reviewing, validating, and/or augmenting Confidential Channel Marketing Siebel requirements and gap analysis documents, as well as updating and developing training documentation and plans.
• Designed and developed custom Confidential campaigns functionality. Implemented complex offer design using custom merge fields and scripting logic based on partner preferences. The Confidential email offers are sent to more than 20,000 recipients.
• Created custom stored procedures in Oracle to extract, manipulate and analyze BW data for custom Actuate reports.
• Designed and created Analytics Segments for Confidential Marketing campaigns.
• Designed, Developed and maintained Siebel interfaces using Siebel EAI/EIM with number of other enterprise applications: SAP, BW, salesforce.com, Docent, etc.
• Installed Actuate server. Designed and maintained custom actuate reports medium to high complexity.
• Implemented and supported complex custom Assignment Manager Rules.
• Involved in creating training manuals, end user training.

Confidential, Kingston, RI

Interface Business Analyst

Responsibilities:

• Responsible for reviewing, validating, and/or augmenting client's Interface requirements and gap analysis documents for Siebel Call Center.
• Gathered requirements and created design documentation for custom interfaces with Lotus Notes and Credit Card Verification 3rd Party Vendor.
• Also, researched and resolved interoperability / stored procedure conflicts between PowerBuilder™ 9.0 and Oracle® 9i client software.

Confidential, Parsippany, NJ

Lead Configurator

Responsibilities:

• Deployment phase of Siebel Consumer Goods 7.0.4 implementation.
• Responsibilities include requirements analysis, design, application configuration, and creation of custom Business Services. Java Script, SVB and eScript were used for scripting.
• Assisted with migration cutover plan creation.
• Other activities included test plan development; test plans execution and helping the QA team in testing and bug fixes.

Confidential, Brooklyn, NY

Technical Lead/Business Analyst

Responsibilities:

• Multi-phase Siebel eService 7.5.3 thin client implementation. The result was a successful launch of customer self-service web site for Long Island Power Authority electric customers.
• Developed Virtual Business Components for real-time access to external data.
• Developed EAI - using Siebel business services, workflows, and MQ Series.
• Developed numerous other advanced configuration/programming pieces.
• Managed assignment of tasks; trained and assisted the team.
• Acted as primary contact for Siebel Technical Support.
• Provided post-implementation support and administration.

Confidential, Short Hills, NJ

Senior Consultant

Responsibilities:

• Upgrade from Siebel eService 2000 to Siebel eService 7.5.
• Activities involved coordination of a 6-person team, migration, validation, and documentation.
• Multi-phase Siebel eService 2000 thin client implementation. The result was a successful launch of customer self-service web site.
• Responsible for coordinating 4 to 6 member’s team and ensuring accurate and timely configuration of application based on system requirements and business processes.
• Analyzing, defining, and documenting business solutions, providing detailed business requirements, system design, test plans and results, procedures and production roll-out.
• Led performance and load testing efforts using LoadRunner application.
• Acted as a link between client and developers in reference to modifications to the application, and overall project issues.

Confidential

Interface Specialist/Test Script Writer

Responsibilities:

• Siebel Life Sciences 2000 implementation.
• Responsibilities included test plan development, support and execution for the client interfaces as well as ensuring data integrity.
• Other activities involved acting as a liaison with outside vendors in reference to modification and performance issues.

Confidential

Business Analyst/Actuate Report Writer

Responsibilities:

• Siebel Sales 2000 implementation.
• Responsibilities included defining and documenting business requirements, creating Actuate reports and assisting with configuration issues.

Confidential

Project Manager/Business Analyst

Responsibilities:

• Multi-phase Siebel 2000 Sales implementation.
• Led a team of 4 technical resources and 3 business users.
• Activities involved all phases of implementation including defining scope, estimating project, design, configuration, validation, and deployment.
• Responsible for analyzing, defining, and documenting business solutions to meet business partners’ needs, providing detailed business requirements, gap analysis, test plans and results, procedures, installation of Siebel servers, and production roll-out.
• Involved in creating training manuals, end user training.

Confidential

Business Analyst

Responsibilities:

• Siebel Call Center implementation.
• Responsibilities included requirements gathering, design, configuration and implementation.

Confidential

Technical Lead

Responsibilities:

• Siebel implementation (Public Sector, Case Management).
• Responsibilities included deployment, coordination of a 7-person team, configuration, validation, and documentation.
• Activities also involved assisting the QA team in testing and bug fixes, creating and deploying upgrade kits, designing and implementing Workflow policies, writing SVB to incorporate business rules into the application and creating custom Actuate reports.

Confidential, Schenectady, NY

Business Analyst, Technical Lead

Responsibilities:

• Siebel Sales implementation.
• Involved in all phases of the full life-cycle implementation and deployment.
• Translated and implemented user pre-requisites into system design specifications that would best meet the Commercial Management System business requirements.
• Developed and implemented custom tailored Metrics Module in Siebel 98 then upgraded to Siebel 99.

Confidential

Technical Lead

Responsibilities:

• Gathering requirements
• Data definitions and mapping
• Program installation and configuration
• Program documentation, operational documentation.
• Analysis of business, application systems and complex programming problems.
• Assistance in the determination of applicable quality tools and use of statistical methods. To support Six Sigma projects.
• Support processes, infrastructure, and system development.
• Ensure that the end product satisfies the user requirements/objectives.