SUMMARY:

• IT professional with 15 years of experience in Consulting, Technical Leadership, Project Management/Delivery, Software Development,, Solution Design/Architect, Object Oriented Design, Implementation and Upgrade of enterprise - wide software systems.
• Expert in Customer Relationship Management space with specialization in Amdocs CRM and Clarify application suite including versions of Amdocs CRM 7.5 through 8.1 Smart Client and Clarify 10.1 through 13.1.
• Extensive experience in application analysis, design, development, re-engineering & implementation of client-server, web based applications using Amdocs CRM/Clarify and its tools, Java/J2EE, JSP, Servlets, EJB, JDBC, JavaScript, HTML, XML, Web Services, Web Logic, Oracle and SQL Server
• Experienced Business solutions/Systems Analyst in gathering and analyzing requirements, gap analysis and functional mapping
• Experience in business processes design/re-engineering, writing business process/flows, functional requirements specifications and design documents
• Experience in Solution/System Architecture designing of enterprise wide software systems and integration
• Experience in Project Management, coordination, effort estimations, planning and scheduling, proposal creation, solution and proto-type development
• Excellent communication, analytical, interpersonal and presentation skills
• Effective leadership experience in leading, managing/monitoring teams for integration and projects in an onsite- offshore model
• Extensive consulting and customer facing experience, having worked at various customer locations in USA, India and Romania
• Proven ability to function effectively as a team player and work independently to achieve organizational objectives
• Good knowledge and experience in call center solutions and operations
• Experience in developing web applications using Java/J2EE framework. Involved in full life cycle of J2EE projects. Designed and developed server side components, Entity beans, Session Beans, Servlets etc
• Experience in development of web interfaces to Clarify CRM system using CBOs, Java, JSP, EJB, Servlets, XML, JavaScript and HTML and deployment using Weblogic Server
• In-depth experience applying business requirements towards analysis, design and implementation using Amdocs CRM/Clarify application specifically in telecommunications
• Strong functional and technical knowledge of all modules of Amdocs/Clarify CRM like CIM/Call Center, Support, Logistics, Contracts, Quality, Sales and Administrator
• Expert in implementation, upgrade/migration, design and customization of Amdocs CRM 7.5/7.5.1/7.5.2 Smart Client applications
• Clarify CRM certified with extensive experience in providing CRM solutions, implementation, upgrade, customization/enhancements and maintenance of Clarify 13.1/12.5/10.1/8
• Thorough knowledge of Clarify CRM data model/data dictionary and customizing schema using Schema Manager, DDComp and DDEditor on Oracle and SQL Server
• Expert in integration of Clarify CRM system with other external/legacy applications using CBbatch programs
• Experience with implementation and customization of Clarify CRM eSupport and eOrder web application
• In-depth knowledge of relational modeling, logical and physical database designs

TECHNICAL SKILLS:

GUI/Tools: Microsoft Office - Word, Excel, Powerpoint, Access MS Project and Visio

Version Control: ClearCase, Tortoise SVN, Visual Source Safe and PVCS

Operating Systems: Windows 7, XP, NT, 2000/2003 Advanced Server, Unix, LinuxSun Solaris

Databases: Oracle-11g/10g/9i/8i, SQL Server 2008/2000/7.0, MS-AccessODBC and JDBC

Database Tools and Utilities: TOAD, PL/SQL Developer and SQL*Loader

Web and Application Servers: Weblogic 10/9/8, IIS and Tuxedo Middleware

Languages: Clear Basic, Clarify CBOs, PL/SQL, Java/J2EE, JSP, Servlets, EJB, JavaScript, HTML, XML, Shell Scripts and Lyricall

Other Software Tools: Eclipse, Actuate reporting, Symposium CCS, Davox Dialer, Avaya CMS reporting tool and ClearQuest

PROFESSIONAL EXPERIENCE:

Confidential, Rolling Meadows, IL

Senior Analyst/Programmer

Responsibilities:

• Technical and CRM Lead involving merging of two Clarify instances based on version 12.5 and 7.5.0 into a single instance of Amdocs CRM 7.5.0. Subsequently upgrading and migrating from Amdocs CRM 7.5.0 to 8.1 smart client platform. Key player for analysis/impact assessment, functional and data mapping between systems, solution and process re-design. Responsible for design, development, testing and implementation planning for production roll out of interfaces for data integration between the various external and third party systems. Ownership and co-ordinate with external teams for integration and project deliverables.

Business/System Analyst and CRM/Project Lead

Confidential, Schaumburg, IL

Responsibilities:

• Project Lead and Business/Systems Analyst for the implementation of repairs management and service process for RDC (Regional Distribution Center) using ClearLogistics Module and custom built web based Extranet application for RMA (Returns Material Authorization) creation and tracking. The application implemented MVC and SOA architecture using Java/J2EE framework and deployed on Weblogic server
• Business/Systems Analyst for the development of batch RMA creation through the custom built web based Extranet application to enable users to be able to raise bulk Part Requests in ClearLogistics using Clarify CRM CBOs, Java, JSP, EJB and XML on Weblogic Server
• Business/Systems Analyst for implementing the RMA warranty calculation feature for the web based Extranet application using Java/J2EE
• Business/Systems Analyst for the development of RMA metrics capturing and reporting in ClearLogistics to provide business with information on RMA SLAs and metrics functionality
• Business/Systems Analyst for the development of inbound interface using CBbatch programs between ClearLogistics and third party systems for CTDI and DHL to enable RMA transaction processing between systems; mimicking the Clarify CRM Receive, Pick, Fulfill and Ship transactions
• Business/Systems Analyst for the development of interface using CBbatch programs for providing Case information from ClearSupport to the Data Warehouse system for reporting purpose.
• Business/Systems Analyst for the development of functionality to allow PCN (Product Change Number) association with Cases in ClearSupport and the interface for uploading PCN data from the engineering Data Warehouse system into Clarify
• Business/Systems Analyst for the development of Auto-Notification subscription feature using Clear Basic and CBbatch programs that would allow users/customers to subscribe to various types of Cases for different Technology items to get email notifications for events/actions on Cases like Log Research Notes, Log Incident Report, Close Case etc
• CRM/Project Lead for the development of interface between Clarify CRM and HR system for uploading the Employee information into Clarify system using SQL Server, DTS and CBbatch
• Implementation of customer credit card data encryption/decryption in Clarify CRM using the Oracle dbms obfuscation toolkit package, DESEncrypt/DESDencrypt function and PL/SQL stored procedures
• Provide Nth line support by troubleshooting and providing solutions to problems and assisting the level-1 support group in resolving production issues, handle change requests and enhancements to the system
• Perform release to production using Clarify CRM tools like UI Editor, CBExchange and DDEditor, Extranet application deployment using WebLogic application server, develop Unix shell scripts for CBbatch interfaces and other job scheduling using crontab and SQL Server scheduler
• As a CRM/Project lead was responsible for effort estimation and project scheduling, resource management/allocation, implementation of quality process and monitoring to ensure defect free deliverables, configuration and release management. Also responsible for new solutions and prototyping, proposal creation.

CRM Technical Lead

Confidential

Responsibilities:

• CRM/Technical Lead for the development of Multi-Site Account feature in Clarify CRM for Rockwell Automation to provide creation & maintenance of Accounts and Contracts for multi-site agreements to help simplify site, contact, case, entitlement & contract reporting. Associating cost-price schedules & discount/price factors for coordinated pricing agreements and streamline contract creation and conversion procedures. The modules customized were ClearSupport and ClearContracts using Clear Basic, UI Editor, DDcomp and CBbatch programs
• Development and maintenance of the Clarify 10.1 application for GE Capital - ITS by providing enhancements and support for the ClearSupport, ClearLogistics and ClearContracts modules and to the Clear Vision Web Portal - a completely customized web interface for accessing Clarify Clear Support features developed using ASP & COM objects deployed on IIS Server
• Implementation and customization of Clarify CRM eSupport and eOrder web application for prototyping using Java, JSP and CBOs
• As a Project Lead, responsible for functional specification review and impact analysis, quality assurance and release management using Clarify CRM tools
• Involved in formulating Clarify CRM offerings and methodology, preparing response to RFPs, define estimation guidelines for Clarify CRM and establish demo center for Confidential CRM practice
• Conducted Clarify CRM technical s for various project and account teams in Confidential

Systems Analyst/Programmer

Confidential

Responsibilities:

• Senior Analyst for implementing ClearSupport module to provide infrastructure services and support for internal users by the technical team for issuing/tracking trouble tickets. A complete support cycle was implemented with workflow routing & SLA definitions
• System Analyst for implementing Clarify eResponse Manager for customer email management and capturing customer interactions, history tracking and sending auto responses through creation of Dialogues. A complete customer service workflow was designed with escalations and SLA alerts
• System administrator for installing and configuring the Clarify CRM Rule Manager, Notify Server, eResponse Manager, eBusiness Framework and Tuxedo middleware application for flexible deployment
• Developed actuate reports for operations management on Cases and Dialogues. Install and configure actuate server for web enabling actuate reports
• Design and developed screens and Outbound/Inbound telemarketing scripts for running sales campaigns for the call centers using Lyricall script for the Davox dialer
• Developed DNC (Do not Call) scrubbing system for generating the contact call list for telemarketing campaigns. Develop user interactive Unix shell scripts for DNC data load using SQL *Loader
• Design call flow for ACD (Automatic Call Distribution) and call management scripts using Nortel Symposium CCS
• Developed reports using the Avaya CMS and Nortel Symposium CCS for call center operations
• Developed automated interface for sending out the daily call data from the Avaya CMS to the AOL system using Java and Windows scheduling
• Developed a web based system for automating the test conduction (time-based submission), evaluation and short listing of candidates for the HR recruitment process with historical reporting. The system was developed using Java, Servlets, JavaScript and HTML and hosted on IIS and JRUN application server
• Coordinate and test the implementation of the Intranet application portal for document storage and process automation; enabling workflow management and also provide web hosting for various departments across the organization using Lotus Domino