SUMMARY:

• Result Oriented, Innovative and Passionate Oracle Certified CRM Solution Architect with over 9 years of experience in Siebel CRM, Siebel UCM and Oracle CRM On Demand.
• Professionally trained and EA level practitioner of The Open Group Architecture Framework (TOGAF)
• End to End Execution of 10 CRM projects in USA, India and Australia spanning multiple industries - BFSI, Manufacturing, Health Care, Hi-Tech, Energy Utilities and Automobile - Diversified.
• CRM Project execution experience includes Defining Implementation Strategy & Show-Casing Product Capability, Liaising with Business Stakeholders /BA for requirement analysis, Fit-Gap Analysis, Technical Solution for CRM modules and ensuring fitment to the Enterprise Architecture, Development, Upgrade, Reverse Engineering and AMS.
• Worked on various versions (R19,R20,R21) of Oracle CRM On Demand application
• Worked on various versions (7.5, 7.7, 7.8, 8.0.x, 8.1.1.11) of Siebel application.
• Experienced in Siebel Product Configuration, Order Management - Invoice/Charge Engine, Inventory Management, Marketing & Campaign Management, Sales, and Call Center - CTI/Email/Fax/Self Service, Service Management, Loyalty and BIP Reporting.
• Specialized in Siebel Integration.
• Specialized in Siebel Infrastructure & Capacity planning ensuring High Availability.
• Specialized in implementation of Siebel UCM(Leading Oracle MDM Product Offering) integrated with latest State of the Art Data Cleansing and Matching Tool - OEDQ
• Specialized in Supporting Customized Application Adaptation, Business Continuity and Driving System and Operational maturity.
• Extensive knowledge in capabilities of other packaged applications like - JDE, Oracle EBS, SOA, Oracle AIA, WebMethods, TIBCO, Altova MapForce, Oracle IDM, Inquira, Eloqua, RightNow etc.
• Successfully executed On Time/Budget multiple projects in different modes of Execution - Offshore/ Onsite, Complete Offshore, Complete Onsite
• Mentored and Trained 100+ Resources on various tracks of Siebel, MDM and CRM Domain
• Good team player, Strong team orientation & leadership qualities, hardworking and enthusiastic.
• Very good logical skills suitable for process design, development & implementation.

ORACLE CRM ON DEMAND EXPERTISE:

• Worked Extensively in Application Customization and Report Creation
• Coordinate Migration Activities
• Interface Design
• Perform data migration and exports
• Coordinate scheduled patches, deployments and maintenance activities
• In depth knowledge of Siebel Configuration, Siebel eScript.
• Worked extensively on workflows and business processes.
• Worked extensively on complex scripts/Business Services for achieving functional requirement.
• Worked on Siebel Server Administration and Application Capacity Planning.
• Have worked with client team for redesigning complete business process.
• Have worked on Siebel Smart Script.
• Involved in Siebel upgrade projects from Siebel 7.5 to 7.8 to 8.0.xSEA, 8.0.x SEA to 8.0.x SIA, 8.1.x SIA to 8.1.10+ SIA IRM.
• Worked Extensively on Siebel EAI which includes transfer of data through XML via HTTP and JMS, Webservice, Web Form integration, Siebel CTI, Email and Fax integration, Siebel/Outlook integration, Siebel JAVA Integration using Java Beans and EAI Java BS, Siebel Excel Integration. Have worked extensively on Siebel EAI Adapter, XML Converter,
• Transport Adapters, Data Mappers - Script and UI, PRM ANI Utility BS., End to end setup of
• Siebel Environment - setting up Server and Component parameters, Profile Configuration, load balancing (lbconfig.txt), Modification of Eai.cfg and eapps.cfg.
• Completed Oracle Partner Network certification for Siebel 8.0 Integration Champion Assessments.
• Have knowledge of Siebel EIM. Have created jobs to Insert/Update data using EIM.
• Have knowledge of BIP Reports
• Siebel Application and Infrastructure Monitoring and Diagnosis through OEM and other COE Tools
• End to End implementation of Siebel UCM integrated with OEDQ
• Defining Survivorship Rules and algorithm
• Defining Matching Scores Weightage and Threshold
• Initial Data Analysis, Data Mining, Cleansing, Consolidation and Load
• Customization of the OOB Batch Data Management process to complement Business Process
• Integration of Siebel UCM with OEDQ
• Database and infrastructure Sizing based on IT Strategy and Roadmap

PROFESSIONAL EXPERIENCE:

CRM and MDM Solution Architect

Confidential

Responsibilities:

• Review End to End Solution
• Review Hardware and Application Sizing
• Recommend Improvement in Application Infrastructure and Target Version
• Verify if NFRs and Architectural Artefacts laid down in the Solution Blue Print are satisfied in the Technical Design.
• Review Technical Solution and verify if OOB features of the products are properly utilized.
• Evaluate the scalability and usability of the Application
• End to End Multi-Vendor Knowledge Transfer Planning with key Stakeholders from Customer and Vendor Teams as per ITIL process.
• Define Transition Strategy, Entry and Exit criteria for each phase.
• Define Transition Governance Model.
• Reusing Best Practices from multiple previous engagements
• Risk and Issue Management
• Resource Planning, Right Sourcing, evaluation and on-boarding
• Define Environment Strategy Plan and Future Release Management
• Report and monitor Transition Status.
• Lead the Support and Enhancement of Siebel and MDM solution
• Customer Satisfaction.
• Define Application Stabilization and Maturity Strategy
• Proposed Sophisticated Application Monitoring using OEM Siebel Application Suite and advanced RUEI
• Siebel Loyalty implementation strategy
• Fit-Gap analysis of Oracle RightNow, Eloqua and Inquira.

Environment: Siebel CRM 8.1.1.10, Siebel UCM, OEDQ, SOA, IDM, Oracle EBS, OBIEE

Confidential, Rochester, NY

CRM and MDM Architect

Responsibilities:

• My responsibilities were to Lead Requirement Gathering Workshops for GMS project with Business Process SMEs, understand the current process by watching Business User at job and map the requirement with various Implemented systems and discuss with the respective Application SMEs to evaluate the fitment. Then integrate the designs as a complete Enterprise Solution and present it to the Enterprise Architecture board.
• Understand business problems and opportunities in the context of the requirements and recommend solutions that enable the organization to achieve its goals. Drive business and process improvement where this can be achieved through the use of applications.
• Interact with business team for requirements clarifications, help them to understand the grey areas and bridges the gap between technical team and business team.
• Perform Technical feasibility of business requirements with respective to the CRM Application - Siebel
• Identify Siebel Entities and Out of the Box functionality & features which can be utilized and then perform GAP analysis to scope the amount of customization required.
• Perform Data Volume analysis for various interfaces and suggest suitable method of interfacing.
• Delegate design work to my team & assist them to come up with full-fledged design document.
• Present High Level Design to the EA board
• Defined Strategy for CRM Instance Consolidation and retirement roadmap of old redundant application
• Presented MDM roadmap for data deduplication, consolidation and Cleansing.
• Lead the team in Architecting Innovative Artificial Intelligent solution to automate supply replenishment utilizing device data.
• Integrated Siebel Inventory and Order management module with Java Algorithm based on ROP/EOQ/BT theory
• Achieved daily Device Data transfer of around 50Billion records using Innovation solution around Oracle Golden Gate, Siebel Traditional Transport mechanism was not able to handle this volume.
• The program is estimated to cut down reactive call volume by 98%, saving estimated$5M annually on Call Center Operation cost.
• Log and coordinate Product Issue with Oracle TAM
• Guide technical team in the development of reports, conversions and integration
• Lead requirements gathering sessions
• Understand and recommend application configuration changes as required
• Assist in functional and technical design
• Governance based on TOGAF framework
• Team Onboarding and Right Sourcing
• Co-ordination between Customer and Vendor Management.

Environment: Siebel 8.1.1.10 Field Service, PLM, Mainframe application, Oracle Golden Gate, Informatica, Siebel UCM

Confidential, Raleigh-Durham, NC

CRM and MDM Architect

Responsibilities:

• Understand business problems and opportunities in the context of the requirements and recommend solutions that enable the organization to achieve its goals. Drive business and process improvement where this can be achieved through the use of applications.
• Gather requirements, create design documents, and perform impact analysis for application changes and workon project delivery teams to provide enhanced or new functionality.
• Log and coordinate service requests relating toOracleCRMOn-Demand
• Guide technical team in the development of reports, conversions and integration
• Lead requirements gathering sessions
• Understand and recommend application configuration changes as required
• Assist in functional and technical testing
• Maintain customization, administration and governance documentation
• Maintain WorkBooks
• Evaluate errors and create scripts for reprocessing and reconciling failed integrations
• Perform data migration and exports
• Coordinate scheduled patches, deployments and maintenance activities

Environment: CRM On Demand, Informatica, ClickTools

Confidential

CRM and MDM Architect

Responsibilities:

• Delivered Solution to migrate from Siebel to MDM
• Prepared design Process for Siebel Product Configuration, Order Distribution and Inventory Modules
• Prepared and delivered the Product, Customer Data Mapping and Migration Process with Siebel and MDM
• Designed architecture for Interfaces which were identified as Gaps between Siebel and MDM
• Prepared Siebel Retirement Plan Road Map

Environment: Siebel CRM 7.5.3, WebMethods

Confidential, Fort Lauderdale, Florida

Siebel Architect/Onsite Coordinator

Responsibilities:

• End to End Execution of Complex Siebel Upgrade
• SPOC for Technical issue and liaise between Customer, offshore technical team and management
• End to end analysis of the impact on Interfaces and downstream applications due to Siebel Upgrade
• Redesign of integration which are impacted which includes integration of SFDC, Vantive via BizTalk over MSMQ,EBC,VBC, Symbolic URL, Siebel OSES integration
• Audit Trail redesign strategy and execution
• Redesigning key entities which moved from 1:M to M:M
• Performance Testing strategy and benchmarking the application performance
• Upgrade Business Benefit strategy and help the customer IT team to showcase new features and faster adaptation of the new environment.
• Developed fixes on time for CTI and Email Communication Show-Stopper Bugs in the Target version which Product Vendor estimated months to release fix.

Environment: Siebel CRM 7.8 (Siebel Callcenter), Siebel CRM 8.1.1.3, Biztalk, MSMQ

Confidential, Minneapolis

Siebel Architect

Responsibilities:

• End to end evaluation of customer requirement, evaluating scope and mapping business requirement .
• Evaluation of various tools/application and approach to meet the customer requirement.
• Modification of XSD using XML SPY tool.
• High Level and Low Level Design
• Creation of Webservice, Integration Object, Data Mapping UI and Script Data Mapper and publishing WSDL.
• Performance Tuning to meet the NFRs.
• Data consolidation and MDM roadmap
• Technology Upgrade Roadmap
• Presented plan to reduce customization and strategy to better utilize the product OOB features

Environment: Siebel CRM 7.7 (Siebel Finance), Integration

Confidential, Long Island, New York

Siebel Integration/Solution Specialist

Responsibilities:

• Major influence on the Project Implementation Turnaround Story.
• Evaluation of various tools/application and approach to meet the customer requirement.
• Creation of Webservice, Integration Object and publishing WSDL.
• Altova XMLspy was used for unit testing
• Creation of SOAP message using Java DOM parser after connecting to Legacy application
• Database using JDBC and then posting the SOAP message via middleware(JCAPPS) to invoke respective Webservice.
• Analysis of Errors and evaluating the best option to rectify - Cleanse the source data or change in Siebel or Java code to handle the Scenario.
• Implementation of Siebel and MS Excel Integration in a UNIX environment - the approach taken was to call a JAVA CLASS using EAI JAVA BS and then in the JAVA CLASS we used JXL library to connect to Excel and to query and insert data from or to Siebel we used Java Beans .

Environment: Siebel CRM 7.8 (Call Center),Siebel eService 7.8

Confidential

Siebel Architect

Responsibilities:

• End to end evaluation of customer requirement, evaluating scope and mapping business requirement.
• Evaluation of various tools/application and approach to meet the customer requirement.
• Proposed Implementation Strategy around Siebel Marketing, Campaign, Product Bundling and Pricing, Integration with other Application using TIBCO.

Environment: Siebel CRM 7.8

Confidential

Siebel Technical Lead

Responsibilities:

• End to end evaluation of customer requirement, evaluating scope and mapping business requirement.
• Evaluation of various tools/application and approach to meet the customer requirement.
• End to end set up of Siebel CTI environment including setting up
• Communication server, enabling OM to communicate with CommSessionMgr component, installing CTI driver, Setting up CTI Configuration - Command, Event, Event handlers, Agents, Teleset.
• End to end set up of Siebel Email Integration both Inbound and Outbound.
• Integration of Siebel with MS Outlook.
• Customization around Siebel CTI functionality to capture driver event to generate desired Screen Pop up or invoke smart script or customized Business Service.
• Customization around Inbound email Workflow to create Service Request/Activity as per requirement and automatic assignment of SR .
• Integration of Web form with Siebel using Webservice to create Service Request .
• End to end deployment of Outbound email (for Survey) and capture the response using Webservice.
• Hardware Sizing and Capacity planning

Environment: Siebel CRM 7.8 (Call Center)

Confidential

Siebel AMS Lead

Responsibilities:

• Provide 24x7 support for all the modules of Siebel application.
• Performing server admin related activates like server installation, server component parameter changes.
• Administration of Siebel Communication Server including monitoring Communication Session Manager for CTI and Communication Outbound and Inbound Manager for Email integration. Coordinating with network and CTI vendors to debug CTI related issues.
• Promoting new code repository to production environment.
• Coordinating with business and multiple application teams with which Siebel is integrated to find out integration issues, trace the sessions end to end, collect and analyze the various log files, identify the issues with the integration, fix the bugs and promote it to production.
• Analyzing the Enhancement requests, prioritization of Enhancement requests, carrying out Impact analysis, coordinating with multiple application teams, representing the Change Requests in CCB/CIAB meetings to analyze the risk, planning correctly the time frame to deploy the Changes and also preparing the Rollback plan if there are any post deployment issues. .
• Involved in analyzing an alternative to Right Fax for Fax Integration
• Involved in redesigning multiple Smart Scripts/TBUI to meet the current business demands.
• Allocation of Enhancement requests to the team .
• Allocation of Incidents to the team and monitoring the progress till the resolution .
• Monitoring and ensuring no SLA violation.
• Preparing and presentation of RCA to customer for Sev1 and Sev2 incidents.

Environment: Siebel CRM 7.5 (Call Center, Field Service, Sales, eService)/ Siebel CRM 8.04 (Call Center, Field Service, Sales, eService)