SUMMARY

• Client facing consultant/analyst wif over 13+ years of Functional experience in teh domains of Oracle Customer Relationship Management and supply chain wif specific skills on modules like Oracle Service Contracts, iSupport, Teleservice, Quoting, Lead to Order, Content Management, Knowledge Management, Install Base, CRM Foundation and Admin, Inventory, Purchasing, Order Management and Oracle DBI.
• Exposure to product suites dat include CRM modules in teh Oracle Marketing, Oracle Sales, Quoting and Oracle Service suites.
• Developed expertise in teh entire CRM suite of applications as well as familiarity wif Oracle ERP products, especially Inventory, Purchasing, Order Management, Account Payables and Account Receivables.
• Prepared set - up documents and test scripts for all CRM modules in teh area of Sales, Marketing and Service.
• Provided training to other consultants on teh use of CRM modules.
• Provided training on using and implementing Oracle CRM Foundation, Service Contracts, Customer Support (Teleservice), iSupport, Content Management, Knowledge Management, Oracle Install Base and Field Service.
• Developed training materials for business processes.
• Developed problem solving scenarios for different clients.
• Involved in Project Review meetings, in which teh quality issues of teh projects / functions and improvements carried out / to be carried out are discussed.
• Ability to communicate wif both teh technical (developers) and non-technical (customer & Management) members.
• Sound analytical ability to comprehend real world problems and transform them into programming constructs and solutions.
• Experienced in requirements gathering, functional gap analysis, solution design, integration, testing, implementation, documentation and noledge transfer.
• Experience includes in identifying issues, planning, analyzing solutions, functional gap analysis, application design, configuration, module setup, implementation, testing, writing user guides, and training end users.
• Performed numerous testing cycles for all instances like Testing, Development, UAT, and Production. Prepared Documentation for each.

TECHNICAL SKILLS

Programming: SQL, Java, JSP, HTML

Data Base: Oracle 9i, 10g, SQL Server

ERP Applications: Oracle Applications 11i wif CRM Foundation (Assignment Manager, Resource Manager, Territory Manager, Task Manager, Calendar, Notes), Oracle Tele Service, Oracle Depot Repair, Oracle Field service, Oracle Service Contracts, Install Base, Oracle Sales, Oracle Marketing, MES, Oracle Quoting, Oracle Pricing, Oracle iSupport, Oracle Knowledge Management, Oracle Content Management, Oracle Inventory, Oracle Purchasing, Order Management, Daily Business Intelligence, Discoverer 4i/10g, SOX Compliance, Oracle AIM Methodology and SalesForce.com

Operating Systems: Windows NT/98/00/XP, MSDOS, UNIX and Linux

Testing Tools: Test Director / Quality Center

PROFESSIONAL EXPERIENCE

Confidential

Oracle Consultant/Senior Business Analyst

Responsibilities

• Worked wif cross functional teams in gatheird Business Requirements and drafted future business processes
• Responsible for configuring teh modules - Service Contracts, Teleservice, Field Service, Depot Repair, Installed Base, Spares Management, Quality and CMRO
• Written functional specifications and worked wif technical teams in making them understand and develop teh customizations
• Conducted CRP and User training sessions
• Developed test scenarios and test scripts for UAT
• Developed training documents and worked wif end users on application training
• Worked wif offshore cross functional teams
• Worked effectively wif Oracle on service requests
• Created Oracle documentation like setup document, business process, functional specifications, Test scripts etc.

Environment: Oracle Apps R12 (12.2.4), PL/SQL, Work Flow, OBIEE, TOAD, UNIX, OA Frame Work, CRM Foundation, Teleservice, Service Contracts, Install Base, Depot Repair, Field Service, Spares Management, CMRO, Order Management, Inventory and Oracle Quality

Confidential

Oracle Consultant/Senior Business Analyst

Responsibilities

• Responsible for daily production support of CRM modules, including Teleservice, Service Contracts, Field Service, Install Base, Depot Repair modules.
• Enabled Auto submission of charges from Service Request
• Tested credit card payment process from Service Contracts to invoices
• Worked wif business users on getting teh new requirements for enhancements and also responsible for drafting teh business requirement document
• Working wif cross functional teams on daily issues and in debugging
• Rolling out Preventive Maintenance for few of teh other organizations
• Created Service Items, Done some Personalization on teh JSP pages
• Done some Menu and Responsibility customizations
• Effectively working wif Oracle on TAR and Bugs
• Enabled Assignment Manager and Dispatcher functionalities

Environment: Oracle Apps R12 (12.1.3), Oracle 11, PL/SQL, Work Flow, Discoverer 4i, Shell Script, TOAD, UNIX, OA Frame Work, iSupport, CRM Foundation, Teleservice, Service Contracts, Install Base, Depot Repair, Field Service, Knowledge Management, Order Management, Inventory, Quoting, Oracle DBI and Siebel CRM on Demand

Confidential

Senior Business Systems Analyst / Project Manager / Service Manager

Responsibilities

• Managed teh Projects to move teh Confidential Agile System and Tandberg applications to be moved into Cisco’s data center and handing over teh support to teh respective organization.
• Provided teh functional specifications document on a project dat moving away from Oracle CRM to Salesforce.com.
• Providing and administering Functional Help Desk support for teh Oracle e-Business Suite.
• Enabled Oracle iSupport module for internal/employee users.
• Support, resolving issues for smooth business day to day operations.
• Requirement gatherings for new enhancements, projects and developments, by meeting wif different level of business users across teh organization.
• Worked wif cross-functional teams in resolving teh issues and for testing teh new processes.
• Created, modified some price lists, pricelist agreements and modifiers.
• Involved and lead in configuration and design of various implementation projects, such as Support site for resellers, iSupport for Employee Users, Redesigning and modeling of Content Management and Multi-organization.
• Worked wif all other teams and wif different levels of business users in designing and developing interfaces between oracle and other systems, defining new business processes and modifying teh existing ones.
• Supporting all CRM modules and also new developments and projects related to Oracle CRM.

Environment: Oracle Apps 11i (11.5.10.2) & R12, Oracle 9i, PL/SQL, Work Flow, Discoverer 4i, Shell Script, TOAD, UNIX, OA Frame Work, iSupport, CRM Foundation, HTML, JSP, Teleservice, Service Contracts, Install Base, Depot Repair, Content Management, Knowledge Management, Order Management, Inventory, Quoting, Oracle DBI and Siebel CRM on Demand.

Confidential, Walnut Creek, CA

Senior Business Analyst

Responsibilities

• Implemented service contracts module for one of teh operating unit.
• Implemented Oracle Daily Business Intelligence for Depot Repair, Customer Support and Supply Chain.
• Implemented Field Service module.
• Implemented and modified teh customer dashboard (Contact Center) according to teh requirements for different operating units.
• Provided functional support for Oracle Applications 11i for Service Contracts, Depot Repair, Install Base and Order Management.
• Developed test scripts and test plans along wif conducting UATs.
• Worked wif Oracle in resolving TARs to resolve issues.
• Utilized and developed SQL queries to analyze and resolve teh issues.
• Did modifications to teh existing discoverer reports.
• Worked as liaison wif users in multiple departments and technical staff to research problems or issues, identified solutions, and implemented corrections.
• Actively participated in Sarbanes Oxley review board - assessing security implications and Audit.

Environment: Oracle Applications R11i (R11.5.10.2), Service Contracts, Teleservice, Depot Repair, Install Base, Field Service, Order Management, Workflow, CRM Foundation and Administration, DBI, SOX Compliance, Discoverer 10g, AIX5L 64 Bit, TOAD and Database 9i/ 10g.

Confidential, Walnut Creek, CA

Business Analyst / Applications Support Functional Lead

Responsibilities

• Provided functional, system support for Oracle Applications 11i for iSupport, Teleservice, Knowledge Base, OA Framework, Contact Center, Oracle Sales, Oracle Quoting, Service Contracts, Installed Base, OM and Pricing.
• Worked as liaison wif users in multiple departments and technical staff to research problems or issues, identified solutions, and implemented corrections.
• Utilized SQL queries to analyze data and resolve data issues.
• Performed User Demos and created test scripts and test plans.
• Personalization and Extension of Self Service Modules using OA Framework.
• Raising and follow up on Oracle TARs to resolve teh issues.
• Manage resources and monitor customer deliverables.
• Responsible for giving clear direction and goals to individual resources to meet individual and project deadline.
• Review status at frequent intervals and update teh project plans as appropriate.

Environment: Oracle Applications R11i (R11.5.10.2) CRM Modules, CRM Foundation, iSupport, SQL Developer, SQL/PL/SQL, Discoverer 10g, Workflow, AME (Approval Management), OA Framework, HTML and JSP

Confidential, Tewksbury, MA

Lead Functional Consultant

Responsibilities

• Gatheird requirements by conducting user meetings and analyzing teh existing business processes.
• Did Map-Gap analysis and documented teh same.
• Developed MD50, BR 30, BR 150, BR 100 and TE 40 documents.
• Developed teh Test Scripts for all teh business flows for different scenarios and also done teh testing.
• Conducted CRPs, UAT and SIT.
• Worked wif offshore team and coordinating wif them in reaching teh deadlines.
• Worked wif technical team in developing teh custom reports and customizations
• Configured iSupport, Teleservice, Customer Support DBI, Knowledge Management and Content Management.
• Customer Specific logo to be populated whenever a Starent Customer like (Verizon, Lucent etc...) logs in.
• Password Expiry process for every 90 days -Teh iSupport users needs to be notified wif an email at some point of time before teh password expires and they should be able to reset it.
• Configured iSupport modules to restrict teh users for viewing teh published documents and noledge solutions.
• Conducted user training sessions and also prepared user training documents.
• Customized regions in Knowledge base pages, iSupport pages using OA Frame Work.
• Setup Service Request Types, Request Status, Request Severities, Problem Codes, Resolution Codes, Problem Codes mapping.
• Created new users, assigning responsibilities, registering new custom application process and scheduling concurrent request submissions. Defined concurrent programs, functions, menus, Flex fields and registered forms. Creating Value sets, Values.
• Customized regions, disable regions, created new buttons, remove table columns in iSupport portal using AK Developer.
• Created DFF’s, User Interface menus and disable sub menus using Application Developer.
• Defined territories and territory rules.
• Configure teh Daily Business Intelligence/Service Intelligence for Customer Support.
• Developed some auto assignment rules so dat whenever a service request is created for a unique customer a unique agent will be assigned and also auto task & owner generation.
• Migrated all teh existing noledge and made available for teh users to browse noledge.
• Raised tar wif oracle and coordinated wif them in resolving teh same.

Environment: Oracle Apps 11i (11.5.10.2), Oracle 9i, PL/SQL, Work Flow, Discoverer 4i, Shell Script, TOAD, SQL Developer, Windows XP, UNIX, CRM Foundation, Teleservice, iSupport, OA Frame Work, HTML, JSP MS Visio and MS Project.

Confidential

Lead Functional Consultant

Responsibilities

• Involved in User meetings for collection of business specific requirements.
• Completed all setups for contracts including Service Item, Auto numbering for Contracts, Authoring and Billing and required OKC profile setting.
• Created manual or auto renewal rules, coverage items, and coverage templates and created teh relationships between customers and worked on notification rules.
• Setting up leads management and Opportunities.
• Setting Sales lookups, Profile Options.
• Setting up Sales Coach Functionality (to coach salespeople) and Sales Cycles.
• Implemented Quoting module wif quote approval.
• Implemented iSupport Module to provide self-service based account management, service noledge base to help users to search for common solutions and FAQs. Also configured teh Service Request functionality to enable customers to log customer service request via web for faster and quicker response.
• Involved in requirement gathering wif Super users in gathering business specific flows. Created and designed teh BR-150 document.
• Examined clients existing business practices performed GAP analysis and accurately mapped current business practices to Oracle Applications.
• Creation of test script documents; lead teh conference room pilot (CRP) phase of teh project using these testing scenario documents.
• Worked as liaison wif users in multiple departments and technical staff to research problems or issues, identified solutions, and implemented corrections.
• Involved in Unit Testing of Procure to Pay.
• Developed teh functional specification documents.
• Involved in Build, Testing activities and preparation of Test Plans.
• Execution of Unit & Assembly Testing for RICE components.
• Perform testing for final approval of deliverables.
• Verified teh setups for Purchasing and Account Payables and defined whenever needed.
• Develop teh test scripts in Procure to Pay for different scenarios.
• Test teh generic flows of Procure to Pay.
• Tested teh customized forms in Procure to Pay.
• Interact wif teh end users for problems and solutions.
• Work wif off shore team to get teh requirements for developing teh test script.
• Developed teh test script for reports, interfaces and extensions and done testing for teh same.
• Upload teh test scripts to teh Mercury Test Director and done teh manual testing.
• Used Mercury Test Director to log teh defects, review and update teh defect status.
• Interact wif technical people in resolving teh problems faced during teh testing process.
• Create teh data, which is needed for testing teh reports and interfaces.
• Prepared teh Conference Room Pilot (CRP) procedures and scripts.

Environment: Oracle Applications 11i (11.5.10.2), AP, PO, Oracle 10g, PL/SQL, UNIX and Test Director

Agilent Technologies, Palo Alto, CA

Lead Oracle Applications QA Analyst

Responsibilities

• Key member of a team involved in User Acceptance Testing of client’s business scenarios in Customer Support (Tele Service), Install Base, Service Contracts, Order Management, Purchasing and Inventory.
• Test teh generic flows of Procure to pay and Order to cash for different business scenarios.
• Modified Test Scripts for teh various modules and various scenarios.
• Used Mercury Test Director to log teh defects, review and update teh defect status.
• Discussed problems and solutions wif teh users.
• Implemented iSupport for users to log, modify, update and reopen teh service requests wif in a time period.
• Prepared teh Test Scripts for teh various modules for various scenarios.
• Prepared teh Conference Room Pilot (CRP) procedures and scripts.
• Involved in Unit Testing of teh Service, Procure to pay and Order to cash modules.
• Verified teh setups in Service Contracts, Supply Chain, Installed Base and different business flows.
• Defined Quality Assurance Manager and process definitions.
• Verified teh Set up installation parameters and extended attributes.
• Tested teh customized forms in OM, FSR and Installed Base.
• Define Contract groups, Contract templates and Coverage templates.
• Defined setups for Payment terms, Tax, Buyers, Document Types, Set of Books and Approval Groups.
• Verified teh Set up of Price lists, Qualifiers and Modifiers.
• Verified teh Set up of Order Source, Item setups, Item Categories and Item templates

Environment: Oracle Applications R11i (R11.5.10), Order Management, Installed Base CRM Foundation, Service Contracts, Purchasing, Inventory, Teleservice, Oracle 9i, PL/SQL, Reports 6i, Discoverer 4i, Linux and TOAD

Confidential, Walnut Creek, CA

Functional Support Consultant

Responsibilities

• Worked on Oracle Inventory, Purchasing, Order Management, Install Base, Service Contracts, Sales Online, Marketing Online and some Financial set ups.
• Developed and customized reports using Discoverer 4i.
• Monitoring and supporting our clients’ (Andros, KSEC) issues and solving them.
• Involved in Unit testing, System integration testing and user acceptance testing.
• Involved in implementation and testing of Oracle Applications Financial 11i CRM modules.
• Configured Multi Organization setups for various operating units located in deferent legal entities.
• Developed test plans and scripts and conducted testing for quality assurance.
• Designed and defined inventory key flex field structure, inventory structure, organization setup, organization calendar and exceptions, items, serial and lot controls. Defined item type, categories, category sets.
• Created custom responsibilities to which were attached specific menus, forms and reports for restricted user access. Created and maintained User Menu objects.
• Created responsibilities assigned to users and set profile option.
• Involved in setup of Transaction Types, Scheduling, Ship Set and Pick Release to meet customer needs.
• Configuration of inventory organizations, Items, Custom Item Attributes.
• Setup of Purchasing approval processes and Suppliers.
• Translated business requirements into functional specifications for teh development team and subsequent testing of customizations.
• Performed user training and noledge transfer sessions.
• Developed end-user manuals and task checklists for teh OM, Shipping, Pricing, Inventory and Purchasing Modules.
• Tested tax interface program and developed teh test scripts.
• Managing teh team of people and smooth running of teh site by dealing wif day-to-day problems dat involved every aspect of teh shop floor, Inventory and Customer related tasks. Teh duties included:
• Staff development - developing employees by giving appropriate business procedures training.
• Responsible for solving problems of day-to-day business by providing good service to internal customers.
• Responsible for Stores’ Inventory management and control of any discrepancies dat occurred.
• Reviewing Inventory Management and Logistics for all store sites according to OSG specifications.
• Responsible for banking and maintaining teh accounts of every individual store site.
• Developed improved business processes.
• Implemented Store Warehouse Controls and dealt wif any discrepancies which occurred.
• Communicating to other sites through Novell GroupWise.
• Updating Intranet site where necessary information about Planograms, teams and necessary documents available and providing up to date information as required.
• Shrinkage monitoring and control.
• Maintaining work standards and making sure all required processes were done every day according to teh requirements by giving appropriate tasks to teh staff.
• Responsible for health and safety at worksite as a First Aider.