SUMMARY:

• Over 15 years experience in the administration of enterprise wide applications.
• Expert level skills in installation, configuration, administration, troubleshooting of Siebel Enterprise and Microsoft environment.
• Completely PC literate with extensive experience in many products.

TECHNICAL SKILLS:

• Siebel technology: Configuration, Administration - Enterprise Server, Siebel Servers, Components Groups and Parameters
• Oracle Human Resource eBusiness Suite administration
• Microsoft Windows operating systems
• Microsoft Windows server and client administration
• Microsoft SQL Server
• Microsoft SQL query and reports
• Microsoft Office products
• Hardware - printers, laptops, routers, modems, hand held devices
• Internet - IIS
• Languages - SQL
• Tools - MS SQL Studio Management, TOAD for MS SQL Server, Siebel Tools

PROFESSIONAL EXPERIENCE:

Confidential, Mountain, MA

Application Systems Analyst

Responsibilities:

• Full implementations of Siebel Enterprises: Installation, configuration of Siebel Environments and Microsoft Server environments
• Managed Siebel Enterprises as Siebel Administrator providing ongoing maintenance and support of environments.
• Point of contact for all Siebel related items and projects.
• Supported Siebel user community (700 users) and developers working in various Dev, UAT, Test, Production environments.
• Managed territory assignments and completed territory alignment projects for Sales Teams
• Application Administration - creating/managing users in Siebel database, defining positions/responsibilities/organizations, managing and monitoring Siebel servers and the components
• Managed application/server upgrades and patches
• Resolved Siebel component issues
• Data Administration
• Leads import process support for Sales Teams - including import issues from the web to Siebel and routing issues in the application.
• Analyzing log files to resolve a variety of data and performance issues.
• Data migration between Siebel Environments
• Created ad-hoc reports for the Siebel community using MS SQL Server and MS Excel
• Analyze and Troubleshoot a wide range of data, application, server, network issues
• Managed relationship with Oracle Support Web

Confidential, NJ

Siebel Administrator

• Providing ongoing maintenance and support in the Siebel Enterprise environment for Confidential & Confidential operating companies
• Performing Siebel OLTP database extracts
• Configuring Siebel Analytic IBOTs and performing OLAP database extracts (Foundational, Syndicated data for reporting}
• Administration of Siebel Mobile users
• Resolving transaction router, transaction merger and synchronization manager problems
• Managing and monitoring Siebel server components
• Troubleshoot (Analyzing log files) and manage various OLTP/OLAP issues
• Defining positions/responsibilities/organizations
• Checking transaction backlogs
• Analyzing processes and documenting work instructions for ISO certification
• SQL database querying
• Siebel Administration training
• Working with Siebel Support Web to troubleshoot production issues

Confidential, NJ

Siebel Administrator

• Providing Siebel application/server support to Confidential &T employees
• Troubleshoot and manage various OLTP/OLAP issues
• Defining positions/responsibilities/organizations
• Working with Siebel Workflow (bid routing)
• Siebel Administration training
• Served as liaison to developers

Confidential, NJ

Technical Consultant

• Provided software support during rollout of Oracle HR Suite application
• Involved in testing application
• Using Microsoft Office 2003, “Developed templates and statistic reports
• “Took initiative in getting answers and communicating between programmers, managers and employees.”
• “Focused on providing quick and quality responses to customers, and provided overall excellent customer service.”
• Liaison to development team
• Supervised training of employees

Confidential, NJ

Support Analyst 2

• Providing technical support for a field sales force of over 5,300 clients
• Troubleshooting remote access issues/DSL/cable (TCP/IP, PPPOE, router setup/configuration)
• Providing technical and administrative support for Siebel ePharma 7.5
• SAPGUI, Citrix ACE, Administration (password reset, etc)
• Providing remote support
• Troubleshooting various hand held device issues
• Providing hardware support/QA
• Troubleshooting various MS Office suite issues
• Creating daily ACD reports using Crystal Reports
• Security issue resolution using Cisco Security Agent

Confidential, NJ

Quality Engineer/Application Analyst

• Supervised team of 8 for SiebelNet helpdesk. Training and interviewing consultants and employees as needed. Queue management, monitoring service requests.
• Provided technical support, hardware, software and network issues for a sales force of over 2000 end users for various pharmaceutical companies worldwide, Confidential 8000 Siebel employees.
• Managed and provided Technical support for Siebel Systems online university. Ensuring all issues were responded to quickly and that customer satisfaction gaps were below company standard.
• Resolving Transaction Router and Transaction Merger problems
• Administration of Mobile users
• Verifying business components, objects in Siebel Tools
• Analyzing and documenting troubleshooting steps and resolutions.
• Analyzed ACD call reports and shared results with team improving Help Desk service levels, also familiar with ACD software configuration.
• Drafted documents that were used as templates to resolve technical support issues and used to train employees. Acted as escalation point for 2 nd and 3 rd level escalations.
• Performed backups, security updates and other maintenance tasks for QA lab machines
• Hands on diagnostics/installation of software on end user laptops (Compaq, Dell, IBM, Toshiba)
• Hands on troubleshooting for a variety of printers.
• Applying monthly Microsoft patches to all Production and Development servers.
• Worked shifts as needed to cover incoming end user calls.
• Supported Siebel proprietary software as well as MS- Office/Outlook, various e-mail and communications packages.