SUMMARY

• US Citizen with government background checks and security clearance.
• Certified IT Solution/CRM Application Architect with over 15+ years of hands - on work experience in Siebel CRM System including functional, and technical architecture design, system administration, programming, configuration, Data transformation, and system integration for Financial, Banking, Telecom, and Healthcare industries.
• Proficient in implementation and upgrade of different modules of Siebel CRM (Call Center, Sales, Order Management, Services, Marketing/Campaign management, and many others).
• Proficient in Siebel Workflow, Siebel Tools, Siebel EAI, EIM, CTI/IVR, Siebel Assignment Manager, Siebel Communication Server (email system), Siebel VB / eScript, Siebel Web Template, Siebel Web Service, RODOD framework for order management, LDAP Adapter. PCI Security Integration with CRM, CRM Enterprise Data Quality, Cluster Server, Load balance, and Siebel Open UI For web/Mobile applications.
• Managed CRM system, RDBMS database servers, and Linux/Windows operating systems.
• Deep knowledge in CRM data schema, System performance tuning, system Integration.
• Proficient knowledge in Oracle, DB2, and MS SQL Server Database system.
• Extensive programming experience in C/C++, Java, XML/SOAP/REST/JSON, PL/SQL, JavaScript, VBScript, JQuery, CSS, .Net
• Strong understanding of programming principles and practices in Oracle Siebel CRM, SFDC CRM, Oracle Fusion Middleware, OSB, OSM, AIA, BRM, eCommerce Web, and Mobile.
• Highly skilled and experienced in SDLC, Agile/Waterfall software development project management.
• Excellent technical, communication, and interpersonal skills for team projects

PROFESSIONAL EXPERIENCE

CRM Consultant

Confidential, Arlington, VA

Responsibilities:

• Supporting USCIS government Customer Service Center Applications.
• Planning to transfer current NCSC(National Customer Service Center) system from Oracle platform to Saleforce cloud service platform
• Getting knowledge transfer from prior contract CSRA consulting firm.

CRM Solution Architect/Developer

Confidential, Atlanta, GA

Responsibilities:

• Led the system design and project delivery of Mercedes-Benzes China Car Connected system in Siebel Call Center & Services module sopporting multiple languages (English, Chinese) to accomplish the Siebel and car integration by using CTI, CCA, IVR and Siebel Account/Service Request. The project launch on time, and have revenue increase 30%.
• Migrated the company OEM Order Orchestration process into Oracle RODOD framework to have company CRM, Order management, Billing integrated into Oracle Order-to-Cash (OTC) process flow.
• Successfully defined and implemented B2B, and B2C Products, Promotions, Adjustment, and Orders process into Siebel.
• Defined and implemented IT procedure for internal PCI (Payment Card Industry) data migration project for CRM using Chase Paymentech
• Led solution design and project management in Siebel Marketing Campaign management with multi-media channels, Lead Management, Siebel Email notification for Marketing, Order, and Services.
• Led design and implementation Verizon Call Center Agent web portal, and Sales agent Mobile application with Siebel Open UI.
• Participated business strategy analysis, and technical planning to migrate CRM system to MS Dynamic CRM, or Saleforce cloud service platform.
• Leading development teams to properly implement technical detail designs with POC, code review session.

Confidential

Confidential, Atlanta, GA

Responsibilities:

• Led Siebel system 8.1.1.5 upgrades. Saved company millions dollars in consulting fees.
• Worked on data ETL management - Data CRUD with Siebel EIM tools and Oracle PL/SQL.
• Managed the system and resolved system critical issues in multiple applications.
• Collaborated with the DBA team to monitor and tune the CRM system performance with Foglight.
• Monitored and resolved issues between CRM, Middleware, and any other external systems
• Communicated proactively with all user groups to ensure effective and timely communication of events happening within any particular environment.

Senior CRM Program Analyst

Confidential, Atlanta, GA

Responsibilities:

• Configured and programmed CRM UI and backend business logic with CRM Tools.
• Planned and implemented CRM integration with .Net or Java code based systems or applications with workflow, CRM integration object, CRM EAI adapter, Web Services.
• Programmed Oracle Store Procedure, complex PL/SQL, and Siebel EIM to import / output / update / migrate CRM contact information and service data.

Siebel CRM Architect

Confidential, Atlanta, GA

Responsibilities:

• Defined and implemented the business flow of Opportunity-Quote-Order
• Built system integration between CRM Call Center, Sales, and Marketing systems.
• Monitored and tuned the system performance.
• Fixed on-going system critical issues and data quality issues.
• Installed and configured SiteMinder and report server with CRM application servers.
• Migrated data from external systems to CRM database with PL/SQL and Siebel EIM.
• Designed and implemented CRM, middleware system integration with IBM Biztalk application.

Software Engineer

Confidential, Atlanta, GA

Responsibilities:

• Designed and configured Account, Order, Product, and Service UI and implemented the order process business logic into CRM tools programming with CRM VB / eScript.
• Created and modified Siebel custom web template with HTML and Siebel tags.
• Designed and implemented MDI (Mainframe Data Integration) project using Siebel Workflow, Siebel EAI, Siebel VB, and Siebel EIM as a technical leader and major player.
• Designed and implemented Web Order process in Siebel eSales Application.
• Setup Siebel and Web Single Sign On third party security adapter software.
• Provided production system support and QA system test support to fix issues.