SUMMARY

• Overall 7+ years of IT experience in web based application development and CRM implementations
• Experience in CRM application development which includes Oracle Service Cloud, Siebel Enterprise and Sugar CRM
• Have application development experience in PHP and its Frameworks, CMS and CRMs
• Good experience in Siebel tools and its business level configurations using Business Components, Business Services, Business Objects, Integration Objects, Applets, Views, Task flows, Workflows, Server Jobs, eScripts etc
• Expertise in configuring Oracle Service Cloud’s agent desktop and automating business processes using contextual Workspaces, Workflows, Agent Scripting, SLAs and Business Rules
• Expertise in customizing standard pages as well as building custom functionality in CP
• Customizing workspaces using .NET Addins, Javascript API and extending its functionality using CPM and Custom Scripts
• Have noledge in integration of OPA, External Call System, Oracle Sales Cloud and SRM with Oracle Service Cloud
• Integration using SOAP and REST web services via CURL
• Involved in various phases of project implementations
• Troubleshooting skills on application defects
• Report customizations in console and custom formatting in CP
• Capability of suggesting ideal approach to implement business requirements
• Willing to work on challenging projects and ability to manage it individually as well as a team worker
• Quick learner, dedicated and responsible for teh work completion and project delivery within teh time frame
• Experience in drawing process flow of applications using tools and diagrams

TECHNICAL SKILLS

Languages: Siebel eScript, PHP, C#

CRM Applications: RightNow CX, Siebel Financial Services, Sugar CRM

Other Technologies: OPA, Codeigniter, Cake PHP, Joomla, Wordpress, AJAX, HTML, XML, JSONCSS, JQuery, Open EMR, Google Map API, Box API, YUI

Web Services: SOAP & REST

Databases: MY SQL, MS SQL, ORACLE

Operating Systems: Windows, Linux (Ubuntu)

Tools: Photoshop, VISIO

PROFESSIONAL EXPERIENCE

Confidential, NY

Senior Oracle Service Cloud Consultant

Responsibilities:

• Agent desktop customizations based on requirements
• Widget creations and report implementations in CP
• OPA - OSC integration and data management
• Data Import Analysis and development of custom script for batch upload
• Preforms defects troubleshooting and estimations for teh fixes
• Customization on pdf preview, document upload and download through webservice
• OSvC report customizations in agent console and their implementations in customer portal
• Participation in business discussions and suggests ideal approaches to handle business scenarios
• OPA custom control script development using PHP and JS and CSS
• Testing and deployment

Confidential - Chicago, IL

Senior Oracle RightNow Developer

Responsibilities:

• Requirement/Change request analysis
• Updating teh agent desktop configuration in include teh new modifications
• Knowledge Base Management and customization
• TEMPEffective client interaction and deriving solutions for their current needs
• Chat Configuration and Routing management
• Report and Dashboard design
• Data Import Analysis and development of custom script for batch upload
• Implementation of .Net Addin to manage Task Object Customizations
• Testing and deployment

Confidential - Santa Monica, CA

Oracle RightNow Developer

Responsibilities:

• Requirement analysis and design layout
• Customer portal widget customizations
• Used configuration settings to handle agent visibility
• Implemented custom chat hours configuration to handle agent availability
• Customizing functionality based on Statement of Work.
• Enhancement implementation for improved efficiency
• Mailbox management for both internal and external mailing systems
• Configured teh agent desktop as per teh client requirements
• Testing and deployment
• Knowledge Base Management and customization
• TEMPEffective client interaction and deriving solutions for their current needs
• Implementing teh Enhancement and Change Requests

Confidential

Oracle Service Cloud Consultant

Responsibilities:

• Requirement/Change request analysis
• Workflow implementation for agent routing and workspace management
• Knowledge Base Management and customization
• TEMPEffective client interaction and deriving solutions for their current needs
• Report and workspace design
• Social Monitor/ Cloud Monitor configuration
• Mailbox configuration and managing incidents created from emails
• Added feature of language detection from teh content of inbound emails
• Mailing template modification to handle multiple language based notification
• Different types of SLAs and escalation management
• Agent chat configuration

Confidential

Oracle RightNow CRM Consultant

Responsibilities:

• Requirement/Change request analysis
• Knowledge Base Management and customization
• Custom scripts for external system integration and password resets
• Report and Dashboard designs
• Agent chat configuration (Syndicated and Proactive)
• Asset Management and Customer Portal Customizations
• Integration with Sales Cloud and another system using SOAP Web service
• Different types of widget customizations according to teh requirement logic
• CPM implementation for asset and user management
• Testing and deployment

Confidential

Oracle RightNow CRM Developer

Responsibilities:

• Requirement/Change request analysis
• Configured teh agent desktop as per teh client requirements
• Knowledge Base Management and customization
• Implemented workflows and agent scripts for TEMPeffective incident management
• Asset management logic for different types of categories
• TEMPEffective client interaction and deriving solutions for their current needs
• Mailbox management for both internal and external mailing systems
• Report and Dashboard design
• Social Monitor/ Cloud Monitor configuration
• Asset Management and Customer Portal Customizations
• Testing and deployment

Confidential

CRM Developer

Responsibilities:

• Requirement analysis and design
• Direct discussion with client and requirement gathering
• Conduct internal code reviews and unit testing.
• Responsible for Documentations

Confidential

Developer

Responsibilities:

• Requirement analysis and design
• Direct discussion with client and requirement gathering
• Conduct internal code reviews.
• Responsible for Documentations

Confidential

Developer

Responsibilities:

• Requirement analysis and design
• Direct discussion with client and requirement gathering
• Conduct internal code reviews.
• Responsible for Documentations

Confidential

Developer

Responsibilities:

• Requirement analysis and design .
• Conduct internal code reviews.
• Responsible for Documentations
• Assured maximum usability for users.

Confidential

Developer

Responsibilities:

• Requirement analysis and design .
• Conduct internal code reviews.
• Responsible for Documentations

Confidential

Developer

Responsibilities:

• Gather requirements from client.
• Analyze/Design & Build new enhancement requests.
• Prepare functional and technical documents.
• Analyze/Troubleshoot & Fix defects reported by end users.

Confidential

Developer

Responsibilities:

• Analyze/Design & Build new enhancement requests.
• Analyze/Troubleshoot & Fix defects reported by end users.
• Designed teh algorithm and database according to teh data flow.
• Developed teh documentations.
• Involved in few major enhancements

Confidential

Developer

Responsibilities:

• Analyze/Design & Build new enhancement requests.
• Analyze/Troubleshoot & Fix defects reported by end users.
• Involved in few major enhancements

Confidential

Developer

Responsibilities:

• Analyze/Design & Build new enhancement requests.
• Analyze/Troubleshoot & Fix defects reported by end users.
• Involved in few major enhancements

Confidential

Developer

Responsibilities:

• Analyze/Design & Build new enhancement requests.
• Analyze/Troubleshoot & Fix defects reported by end users.
• Involved in few major enhancements