SUMMARY:

• Having 19+ years of IT experience with 15+ years of expertise in the CRM domain as a Project Manager, Solution Architect, Systems Analyst and Techno - functional Consultant.
• Expertise in Design and development of Internet and Intranet Applications. Applications.
• Has expertise in Sales Force (SFDC), Microsoft Dynamic CRM, Siebel CRM, Oracle CRM (Sales & Marketing) Sales Logix.
• Functional skills include in-depth knowledge of CRM (Field Service, Communication vertical, Sales and Call Center functionality), Change Management and Release Management Systems
• Technical experience involves the design and development of the application software using Apex, Visual Force Page, Eclipse Siebel Server Administration, Siebel Application Administration, Siebel Tools, Workflows, IIS Web Server, MS CRM Application Server Administration, MS CRM Application Administration, EIM, ASP, PL/SQL, JavaScript, VBScript, VB, and XML

TECHNICAL SKILLS:

Sales Force: Sales Force.com, APEX, Visual Force Pages, SSO Setup, Eclipse, SF for BB.

MS Dynamics: CRM ASP.Net, SQL Server 2008, 2012, SSO Setup

Siebel CRM: Siebel 8.1/7.8/7.7/7.5.2/7.0.3 , Siebel 6.0 (Siebel 2000), Siebel Configuration, EIM, Siebel Business Services, Siebel Tools, Siebel Server Administration and Siebel Analytics Server Administration

Oracle CRM: Oracle Forms, Application Administration, Oracle Database.

Languages: PL/SQL, XML, DTD, VB 6.0, DHTML, Active Server Pages, IIS Server, VBScript, JavaScript, ASP

Design Tools: UML, ER win, Visio 2000

RDBMS: DB2, MS-SQL 2000, Oracle 10g, Oracle 9, Oracle 8i

Software/Tools: Visual Basic 6.0, IIS 5.0, Visio, Remedy, MS Project

Operating Systems: Windows 2012/2008/ /2000/95/98/ NT, Sun Solaris 5.0.

Reporting Tool: Business Objects, OBIEE and Data Modeling Middleware TIBCO

PROFESSIONAL EXPERIENCE:

System Administrator 

Confidential, Dallas, TX

• Worked for more than 15+ years facing different Clients and also on Consulting Services.
• Used various Project Management tools (Microsoft Project & Plan View) during Project implementations.
• Hands on experience in IT Releases, Process Reengineering, People skills interacting with Entry level, Mid level and executive level clients on daily/weekly/monthly basis.
• Hands on experience on IT Projects on Virtualization, Business Intelligence/Objects, Data Migration/Achieving/Purging, Risk Analysis, Project Forecasting.
• To present Agenda/Minutes of the meeting to senior management for Status reporting on Project deliverables and responsible for Document updating on Wikis
• Complies with policies, procedures, and standards and ensures their conformance with department and organization objectives.

Confidential, Dallas, TX

System Administrator

• Expertise in End to End Implementations, Customizations of MS Dynamics CRM.
• Installed and Configured MS CRM Applications for Global CRM Implementation.
• Installed and Configured SQL Server Databases.
• Upgraded from MS CM 2011 to 2013
• Experience working with Sql Server DB upgrades
• Implemented NLB (Network Load Balancer)
• Implementing UAT and PROD releases both Monthly and Quarterly.
• Conducting Disaster Recovery plans as per compliance.
• Experience in taking Database backup’s and restoring the DB
• Experience working with Middleware (Tibco) for interfaces
• Experience working with Performance testing and Application testing teams.
• Working with Data ware housing team for building Congo’s reports
• Experience working with Onsite and Offshore teams.
• To follow Citi’s Change and Release Management for all the releases.
• Handling PROD Support and UAT issues from users
• Creating build checklist for releases.
• Interacting with Business to get the requirements for new projects and enhancements
• I am a very technical person and gets involved in day to day activities in all projects and like to take challenging roles.
• Providing solutions to the issues and helping the Development team both at Onsite and Offshore.
• Taking Care of Client relationship and to make sure to get more business
• CSAT scores were between 4 and 4.5 from past few years
• Allocating work to Offshore and tracking the same.
• Worked on many RFP’s, TDD’s and FRD’s during implementations.
• Resource allocation based on their skills to the given Project and make sure to cross train the team members.
• Providing weekly status report to the Customer and make sure they are always in Sync.
• Also attended few Proposal Defense on behalf of Tech M and MSAT.
• Taking overall responsibility of the Project both from Delivery and Program Management perspective.
• Also interested in learning new technologies and keep myself up to date.
• Currently working with a team of 10 onsite and 22 offshore developers.

Confidential, Dallas, TX

System Administrator

• Expertise in End to End Implementations, Customizations of Salesforce.com CRM.
• Very well understand the Architecture of Sales force.
• Well verse with the capabilities & limitations of API, Apex code and possible Integrations
• Expertise in Integrations with Salesforce.com and backend Interfaces (Legacy systems like Siebel, SAP) by using Web Services and WebMethods, Informatics as an integration layer.
• Experience in working with Application Servers viz. Web Logic, Webspere, and Tuxedo, and web servers such as Tomcat, Iplanet.
• Experience in working with different IDE’s like JBuilder, WSAD and Eclipse.
• Implemented Single Sign On (SAML) for Sales Force Application in Confidential, USA
• Worked with SSG (SOA) Gateway for all the interfaces that were using TIBCO and Abinito
• Also interested in learning new technologies and keep myself up to date.
• Worked with Sales Force Plug in and deployed to end users.
• Worked on many RFP’s, TDD’s and FRD’s during implementations.
• To follow Citi’s Change and Release Management for all the releases.
• Experience working with Data redaction teams to redact the Data (PII Data)
• Hard working, Good communication skills, an attitude of continuous learning, adaptability to emerging technologies, creative problem solving, proactive listening, ability to lead and work in a team or independently.
• Training end users on new releases
• Handling PROD Support and UAT issues from users
• Creating build checklist for releases.
• Interacting with Business to get the requirements for new projects and enhancements
• I am a very technical person and gets involved in day to day activities in all projects and like to take challenging roles.
• Experience in Onsite-Offshore coordination.
• Understand the technical solution and work with technical architect to propose a project.
• Familiar with Confidential Quality Center and testing methodologies.

Confidential, Dallas, TX

System Administrator \ Project Manager

Environment: Siebel 7.X, Configuration, eScript, Workflows, Siebel EAI, Siebel EIM, Business Services, Oracle10g (UNIX), Windows 2003, TIBCO Middleware

• Responsible for handling issues related to all production, test and development instances. (There are 4 production instances of Siebel across the globe which needed to be administered)
• Solving issues related to more than 15 servers in instances.
• Creating build checklist for releases.
• Creating checklist for post database refresh (production data transformation to integration test instances.)
• Handling problems related to user access, employee loads, LDAP user creation.
• Handling PROD Support and UAT issues from users.
• Database extract and initialization for developers
• Activating the new Workflows and troubleshooting if required.
• Helping developer and the team involving any issues related to connectivity and other issues involving Siebel admin role.
• Loading LOV’s using ADM
• Creating new Siebel Components and changing the Parameters as and when required.
• Coordinated with other infrastructure teams at the client for environment maintenance, and code migration planning
• Installing Siebel Servers, Gateway Servers and Web Servers.
• Handling Repository Migration from Dev to UAT and UAT to PROD.
• Automated macro written for adding employee loads, Product Loads, Price Loads etc.
• Preparing the release notes and getting Business and Technology Sign Off’s prior to code release into UAT and PROD.
• Handling the DR Tests (Disaster Recovery)
• Worked with Tectia and NDM for SFTP setup process.
• Working on SSO Implementation (SITE MINDER)
• Monitoring the Siebel Components and bringing them Online when required.
• Monitoring the feeds from all the 20 external systems and to make sure they are completed daily.
• Monitoring the Hardware and Database servers.
• Interacting with Business to get the requirements for new projects and enhancements
• Working very closely with the Client (Technology) to understand new requirements and attending Weekly and Monthly status calls.
• Handling the Offshore and Onsite teams.
• To follow Citi’s Change and Release Management for all the releases.
• Involved in Data migration from Siebel7.7 to 7.8
• Currently involved in upgrading to Siebel 7.8 with Oracle 10g.
• Preparation of technical design, providing estimates, developing and reviewing the configuration
• Configuration: Application configuration using Siebel Tools.
• Scripting: created new business services for implementing new business requirements and extended functionality using eScript.
• Helping Business in extracting Data from Siebel Database as and when required.
• Restarting the Siebel Services (Windows) as and when required
• Training end users on new releases
• Communicated with the Senior Management to provide the Verbal and Written communications to the Team.
• Proficient in generating Siebel Analytics reports using Siebel Answers, Dashboards and filters.
• Worked with Siebel Analytics Server Administration Tool to customize the Repository.
• Handling Analytics and ETL production issues which has significant impact on the Business.
• Involved in DAC and EDW Loads for all the instances of Siebel CRM and ensuring that all the extracts are completed as per Business Expectations.
• Technical Troubleshooting of the issues in case of DAC/EDW failure and Recovery of the loads from point of Failure during Maintenance Phase.

Confidential, CA

Project Manager / Production Support Lead

Environment: Siebel 7.0.4, Configuration, eScript, Workflows, Siebel EAI, Business Services, Siebel EIM, Oracle, Windows 2000, SAP

Responsibilities:

• Configuration: Preparation of technical design, providing estimates, developing and reviewing the configuration as well as application configuration using Siebel Tools.
• Siebel EAI: Handling the issues related with the interface with various boundary applications. Coordinating with the middleware team for resolution of problems
• Finalization of design for integration objects, components and workflow processes for any change requests
• Scripting: Created new business services for implementing new business requirements and extended functionality using eScript.
• Firm Activities: Proactively involved in house training about Siebel to new joiners, taking knowledge transfer sessions about Siebel EAI etc.
• Automated macro written for adding employee loads, Product Loads, Price Loads etc.
• Administration: Responsible for handling issues related to all production, test and development instances. (There are six production instances of Siebel across the globe which needed to be administered)
• Solving issues related to more than 70 servers in instances
• Creating build checklist for releases
• Creating checklist for post database refresh (production data transformation to integration test instances
• Handling problems related to user access, employee loads, LDAP user creation.
• Performance and overall monitoring using fog light tool
• Database extract and initialization for developers
• Helping developer and the team involving any issues related to connectivity and other issues involving Siebel admin role.
• Coordinated with other infrastructure teams at the client for environment maintenance, and code migration planning
• Change Mgmt: Release and change management by coordinating with the Siebel Admin Team, Oracle
• DBA Team, Siebel Development Team & Support Team to manage different types of releases like IR, AMR, IDR, Unplanned, Platform Specific and PMR
• Interacted at various levels with Agilent business team members to get the Approvals at various Stages of the Release Management

Confidential, Florida

Siebel Architect

Environment: Siebel 7.8, Configuration, eScript, Workflows, Siebel EAI, Siebel Call Center, RCR, Business Services, MS SQL Server 2000

Responsibilities:

• Requirement analysis and gap analysis done for all requirements with business
• Created Functional Design Document for web registration and FD and BDC onboard projects
• Designed the technical design document, integration schema between web and Siebel
• Worked closely with the DEV team for completing the necessary development
• Helped the team in resolving development issues
• Created users, database extract, initialization of database for developers, build activities.
• Managed the IDC team and co-ordination between IDC and BRO team for integration project
• Helped the team in resolving data conflict issues

Confidential

Siebel Architect

Responsibilities:

• Created functional design specifications using the functional requirement specifications as well as by communicating with the business analyst and business
• Worked closely with multiple business teams for requirement clarification, designing, resolving issues, training and knowledge transfer
• Designed technical approaches, processes, integration schemas, integration logic, and business use cases for implementing complex business requirements
• Provided design suggestions and multiple design options to the DEV team while designing detail design documents.
• Reviewed detail technical design documents and provided design options as well as suggestions as per the design review.
• Worked with PSC team in resolving production tickets involving architectural involvements
• Helped QA team in creating complex test cases for solution testing as well as integration testing

Environment: Siebel 7.5.3, Configuration, eScript, Siebel EIM, Siebel EAI, Business Services, Oracle 9i on Confidential UX 11

Confidential

Production Support Lead,

Environment: Siebel 6.3/7.5, Configuration, eScript, Workflows, Siebel EAI, Business Services, Oracle8i/9 on Windows, Siebel EIM

Responsibilities:

• Involved in building the application for Confidential, using Siebel 6.3
• Gap analysis of the business requirements and providing POC for implementation
• Designing the application as per the business requirements
• Preparing technical design documents (TDD) and reviewing the technical design documents
• Application configuration as per the complex business requirements
• Application configuration using Siebel Tools
• Created new business services for implementing new business requirements and extended functionality using eScript
• Designed workflows and tested it using workflow simulator
• Resolved problem tickets for Production Instance
• Development of application as per the technical design document (TDD)
• Unit testing as well as integration testing of the application
• Bug fixing from unit acceptance test (UAT) as well as Functional acceptance test (FAT)
• Provided requirement estimates as per the change requests
• Provided solutions on problems faced related to Siebel EAI with the interface system
• Development, testing and bug fixing of application as per the change request
• Involved in Data migration from Siebel6.3 to 7.5.3
• Automated macro written for adding employee loads, Product Loads, Price Loads etc.
• Responsible for handling issues related to all production, test and development instances. (There are six production instances of Siebel across the globe which needed to be administered)
• Solving issues related to more than 70 servers in instances.
• Creating build checklist for releases
• Creating checklist for post database refresh (production data transformation to integration test instances)
• Handling problems related to user access, employee loads, LDAP user creation
• Performance and overall monitoring using foglight tool
• Database extract and initialization for developers
• Helping developer and the team involving any issues related to connectivity and other issues involving Siebel admin role.
• Coordinated with other infrastructure teams at the client for environment maintenance, and code migration planning
• Writing SQL scripts to aid Business Reporting
• Maintenance of Assignment Rules for Lead routing based on Reseller position skills
• Having Experience in Siebel Testing area also.
• Having Exposure to CISCO (ICM, IVR) in Call Centre
• Having Good Knowledge in Implementing Work Force Management Tools
• Installed Gateway Server, Siebel Server, Database Server & Web Server

Confidential

Production Support Lead

Environment: Oracle CRM, Oracle Database (UNIX), Windows 2000

Responsibilities:

• Gap analysis of the business requirements and providing POC for implementation
• Designing the application as per the business requirements
• Preparing technical design documents (TDD) and reviewing the technical design documents
• Application configuration as per the complex business requirements
• Application configuration using Siebel Tools
• Resolved problem tickets for Production Instance.
• Development of application as per the technical design document (TDD)
• Unit testing as well as integration testing of the application
• Bug fixing from unit acceptance test (UAT) as well as Functional acceptance test (FAT)
• Provided requirement estimates as per the change requests
• Provided solutions on problems faced related with the interface systems
• Development, testing and bug fixing of application as per the change request
• Involved in Data migration from legacy system to Oracle CRM
• Worked on sales Logics Application.

Confidential

Project Leader

Environment: MS Access, Print- 2- Image, Sybase, Windows NT4.0

Responsibilities:

• Analysis and Architecture Design, Database design and Development
• Query optimization and Tuning, Reports development, testing and implementation
• Developing user screens as per look & feel required by client
• Responsible for Project Execution, Tracking, Client Communication and Interfacing