SUMMARY:

• An experienced and multi - skilled IT Professional with over 19 years of experience in software applications design, development, architecture, quality, technical/solution, client management, project execution and delivery.Now looking for a new and challenging CRM Business cum Technical role in CRM area, one which will makebest use of my existing skills and experience and also further professionaldevelopment and experience in new age technologies.
• 19years of IT experience in large-scale projects in all phases of software delivery cycle from project inception, requirement gathering, analysis, architecture, design and development, testing and delivering the software in Cloud, Web-centric and Client/Server environment.
• 14 years of experience in architecting, designing and developing software applications for businesses using COTS products Confidential CRM, Siebel, MS-Dynamics, Oracle ERP software and custom software development using Microsoft technologies and java in web, cloud& On-Premise environments.
• Experience in leveraging sfdc to improve business processes, increase productivity and make recommendations to support an organization scaling at a rapid pace.
• Experience in salesforce platform architecture Salesforce Sales Cloud, Service Cloud and Case Management, Communities, Omni Channel and salesforce integration.
• Experience in building applications in web, SaaS and On-Premise to cloud environments.
• Knowledge and experience in Salesforce to On-Premise to cloud and On-Premise to Salesforce integration architecture.
• Experience in liaising and working closing with Enterprise Architecture team to define and implement integration approaches, governance standards and create a secured application environment.
• Experience in applying integration patterns for business process and data integration (both sync& asynchronous).
• Experience in technical design, development and implementation of Confidential and other CRM products.
• Designed and developed sales force and external application integration using SOAP and REST /APEX, Sales force Connect, Connected apps and third-party tools.
• Creating business process automation using Assignment rules, Auto response, Workflows,Process Builders, Flow designer, Emails and Apex Triggers.
• Designed and Created organization role hierarchy, access privileges, extending sharing rules as per the business and access rules and CRUD.
• Designed and developed data uploads utilizing import wizard and Apex data loader and informatica tool.
• Strong experience in project management and Software Development Life Cycle with methodologies like Waterfall, Agile/Scrum and DevOps tools and techniques (CI/CD).
• Expertise in key Industry business processes and practices including but not limited to Case Management, Order Management and Fulfillment, Service Delivery Cycle, Contact and Sales Processes and Opportunity Management.

TECHNICAL SKILLS:

CRM: Confidential, Oracle CRM Siebel 8.1, Siebel 16 - Cloud and On-PremisesSalesforce.com Force.com, Apex, Visualforce, JavaScript, SOQL, Workflows, Security and sharing, Data & Application Migration, Territory Management, Reports and Dashboards./SOAP/REST API/WSDL/MuleSoft/Salesforce Connect.

Digital Tools: Oracle Cloud, Java, Node-JS, Jenkins, AkanaLANGUAGES and Databases Visual C++, JAVA,JDMS, HTML, XML, CSS, Oracle, SQL Server and IBM DB2

Middleware: Oracle Fusion Middleware 10g, EBS, BPEL Mgr, MQ Series.

TOOLS: MS Project, Function Point Estimation Tool, ER-Win, Crystal Reports, MSVisio

PM TOOLS: Jira, MS Project, HPQC,HP Quality Center,BizTalk, SharePoint, MS-Office, Active Directory

OPERATING SYSTEMS: Solaris 2.7 & 2.8, AIX 4.3, HP Windows 95/98/NT/2000/XP

PROFESSIONAL EXPERIENCE:

Confidential, IN

CRM Salesforce Consultant

Responsibilities:

• Design and build CRM solutions for salesforce business application to manage business and relationships with salesforce customers leveraging Sales, Service and Marketing modules.
• Performed business analysis, as-is systems analysis by liaising with the business leaders to design and implement the solution
• Created technical approach, technical design solutions and recommendations.
• Designed, setup and maintained Salesforce standard objects, custom objects and junction objects, while also structuring user roles, security profiles and workflow rules.
• Designed and delivered solutions using Force.com, Apex/Triggers/Visualforce, SOQL, Workflows, Process Builders Security and sharing, Data & Application Migration.

Environment: Saleforce.com platform, Sales Cloud, Service Cloud, Apex, Visual Force Pages, Workflows, Reports, Custom Objects, Custom Tabs, Jira, Rally, Data Loader

Confidential

CRM Consultant

Responsibilities:

• Client initiated this project to introduce new case management solution for new grants programs in the existing systems.
• Many change requests implemented to improve Siebel case business process, financials, Enhanced calculation manager and integration with Adobe systems for forms and report generations using Siebel web services, data maps, workflow and runtime events and standard Siebel configurations using tools and client admin views.
• Performed business analysis, as-is systems analysis to design and implement the solution.
• Implemented customized solution using Siebel best practices.
• Created custom delegation functionality using Siebel configuration and personalization rules.
• Created custom calculation manager for financials using declarative approach, declaring and assigning variables and formulas at runtime.
• Performed business analysis, as-is systems analysis by liaising with the business to design and implement the solution for various immigration stream using Digital Tools, Workflows, EAI, CRM platform and micro services.
• Analyzed and fixed defects as a result of the upgrade and enable and implement Open UI for better customer experience.
• Manage, analyze and triage production change requests and defects and assign to the team.

Environment: Salesforce Service Cloud,Siebel Public Sector 8.2.2.x,Oracle 11g, Weblogic and Integration Platforms

Confidential

CRMManaging Consultant, IBM Canada, Canada

Responsibilities:

• Managed and customized Confidential Sales and Service Cloud applications for banking and telecom companies.
• Designed, setup and maintained Salesforce standard objects, custom objects and junction objects, while also structuring user roles, security profiles and workflow rules.
• Developed solution using salesforce Territory Management, Lead, Opportunity, Account and Contact managements,
• Developed Confidential Reports and Dashboards.
• Designed and delivered solutions using Force.com, Apex/Triggers/Visualforce, SOQL, Workflows, Security and sharing, Data & Application Migration.
• Created and customized Confidential users, roles, record types, sharing rules, custom objects and salesforces standard objects to support key business processes.
• Lead a team of engineers, for a banking and financial company, to assess the existing CRM platforms across the line of business and propose a new solution and roadmap for seamless customer interaction, and reduce the number of CRM systems.
• Proposed solution to integrate different CRM solutions and one customer base for seamless customer interaction
• Evaluated different CRM systems ( Confidential, Siebel and MS Dynamics) and created high level fit gap analysis document and high level solution proposal.
• Designed, setup and maintained Salesforce standard objects, custom objects and junction objects, while also structuring user roles, security profiles and workflow rules
• Lead a team of developers to architect and implement Telco-Sales quotation project to introduce sales quotation functionality in the existing order management application and to improve the customer experience within all channels by enabling the sales agents to provide customers with the written sales quotation and increase the business revenue.
• Lead and created the high level functional design and Performed onshore-offshore co-ordination role to leverage offshore delivery resources during the technical design and development phase for the delivery of the project.

Environment: Salesforce Sales and Service Cloud,Apex, Visual Force Pages, Workflows, Reports, Custom Objects, Custom Tabs, Jira, Rally, Data Loader,Siebel Public Sector 8.2.2.x, Salesforce Service Cloud, Oracle 11g, Weblogic and Integration Platforms

Confidential

CRM Consultant

Responsibilities:

• It is the modernization project to modernize and integrate existing legacy systems using COTS products Siebel, EBS and Oracle, Open Text and other COTS products.
• Responsibilities include understanding the existing application architecture, modernization requirements and existing application framework to create application architecture for the future state solution which includes current legacy applications, Siebel, EBS, Oracle Security framework and other sub-systems.
• Assessed solution approach and feasibility analysis to implement complex business process workflows and for completeness of the architecture.
• Applied CRM architecture principles, best practices and industry standards integration to support complex business process workflows.
• Created interfaces and integration approaches using SOA framework and Web services to integrate Siebel with other systems.
• Conducted client sessions to provide understand business problems and requirements and provide solutions with COTS products.
• Created application designs for case management business processes using key entities Case, Account, Contact, Incidents and activities, products and other CRM modules.
• Identified and designed solutions for role based visibility requirements and created roles,access and CRUD mapping.

Environment: Confidential, Siebel Public Sector 8.2.2.x, Salesforce Service Cloud, Oracle 11g, Weblogic and Integration Platforms.

Confidential

Senior Principal Consultant

Responsibilities:

• This project is to modernize client (Citizen) application processing and eligibility determination program with full-scale COTS solutions Siebel, Oracle SOA and Oracle Policy Automation.
• Designed interfaces and developed Siebel and OPA interface mapping for Client Application and Eligibility Determination rule bases and Siebel.
• Designed and Implemented a Siebel public sector case management solution to a government client to handle complaints through advisory, education and enforcement activities and assists in managing the case right from receiving the complaint, assessing the complaint, conducting inspection and providing recommendations on dealing with the case.

Environment: Siebel Public Sector 8.2.2.x,Oracle 11g, Weblogic and Integration Platforms.

Confidential

Consulting Manager

Responsibilities:

• Lead and developed Confidential sales and service solutions for B2C business solution for a major telecom company.
• Designed and build solutions by leveraging salesforce out of the box configurations and building custom solutions, case management, opportunity management, workflows, reports and dashboards, custom objects, security access and sharing rules and validation rules.
• Designed and build APEX trigger and visual force pages for building custom pages.
• Played onshore architect role in designing, building and delivering the CRM case management application for FCMS business as it transforms its business from a reactive, issue-driven service delivery model to a comprehensive case management service delivery model.
• Coordinated onshore-offshore efforts during the build phase to deliver tech designs and build the CRM application.
• Provided direction to build team on finalizing integration approaches, to design &build complex solutions, best practices to follow during the build phase.
• Reporting weekly project status to senior management.

Environment: Salesforce Sales and Service Cloud,Apex, Visual Force Pages, Workflows, Reports, Custom Objects, Custom Tabs, Jira, Rally, Data Loader,Siebel 8.2.2.x, Salesforce Service Cloud, Oracle 11g, Weblogic and Integration Platforms

Confidential

Solution Architect,

Responsibilities:

• Played a lead role in architecting and designing the Telecom CRMapplicationfor FAP business processes implementation.FAP program is to integrate Mobile Service Provider-Vodafone Greece IT system and Fixed Line service provider-Hellas Online (HOL) IT system in order to provide fixed (landline) voice and data services over networks to Vodafone corporate customers.
• Applied SOA principles (Oracle ESB, BPEL 10g), Used EAI integration objects, XSD, workflows, EAI Adapter, XML Converter, EAI transformation services and web services to design and develop inbound and outbound integration solutions.
• Primarily owned and created logical and physical data model for FAP program using orders, accounts, products, assets entities, contacts, activities and other custom entities.
• Assisting the Client Delivery Manager in preparing the detailed project plan & schedule, managing the plan and preparing weekly status report.

Environment: Siebel Communications 8.1,Oracle 10g, Weblogic and Integration Platforms

Confidential

Siebel Consultant

Responsibilities:

• Lead a team of Application Engineersteam working for the TNC Siebel 8.0 Upgrade project.
• Creating Tech Memos for solution justifications and recommendationsfor the CRM upgrade project.
• Actively involved in preparing performance testing approach document, identifying tasks, timeline and work plan for performance testing & tuning
• Assisting the Project Manager in preparing the detailed project plan & schedule, managing the plan and preparing weekly status report.

Environment: Siebel 8.0, Siebel CalCenterOracle 7, Integration Platforms

Confidential

Siebel Consultant

Responsibilities:

• Lead a team of developers to create business process and technical Design document with a team of business analysts and technical analysts for CallCenter application which is to support the customers of ETC (Toll Plaza, EZ Pass) to manage accounts, balances, and plans, process EZ Pass tags and payment Processing and etc.
• Created technical Design, reviews forAccount, Contact, Asset, Product, Inventory, Purchase Order modules

Environment: Siebel Call Center 7.8.2.3, Microsoft Windows 2000 Server, Oracle 10g on Sun Solaris 2.8

Confidential

Associate Consultant

Responsibilities:

• Implemented Siebel Call Center Application for business change requests, requirements analysis and, Created High Level and Low Level design for Siebel Service Request, Activities & Debrief modules and eService for Customer Service Request.
• Leading a team of Siebel developers, configurators and application designers in onsite-offshore model.
• Created workflow interfaces to bring legacy product data into Siebel using Transport services.
• Created Inbound and Outbound workflow interfaces to bring legacy product data into CRM Service Systems using Transport services
• Created solutions to improve application performance by reducing scripts and leveraging declarative alternatives
• Triage production defects and assign to team members and manage monthly releases.
• Performed Siebel upgrade from Siebel Version 7.0.4 to Siebel Version 7.5.3 and Pre Upgrade and post upgrade analysis.
• Developed Siebel customer business services to update customer &RCI timeshare travel request transaction data in the legacy mainframe system using EAI XML Converter, EAI HTTP Transport. and other EAI objects

Environment: Siebel 7.8.2.3, Siebel eMedical 7.5.3. Siebel eService, Microsoft Windows 2000 Server, Oracle 9i on Sun Solaris