SUMMARY

• A software consultant specializing in Oracle’s Siebel CRM software and has worked on projects involving Design, Development, Project Delivery and Production Support life cycles of a project with skills like providing technical solutions, troubleshooting issues, creating design documentation and requirement gathering.
• Siebel 8 Certified Consultant. Obtained 96% in Siebel 8 Certification exam.
• 9 years of IT experience mostly in CRM.
• Experience in Production Support.
• Possess experience in Siebel verticals like Siebel Financials, Siebel eCommunications, Siebel Public Sector and Siebel PRM modules.
• Experience in Siebel Horizontals like Call Center, Sales and eService Modules.
• Possess SQL skills and have worked on Oracle, IBM DB2 and SQL Server databases and also have PL/SQL experience.
• Proficient in UNIX and shell scripting, Batch Jobs in Unix OS.
• Strong analytical, diagnostic and troubleshooting skills and ability to work in a fast - paced environment.
• Has expertise in Siebel Configuration, Rules Engine, Workflows, Siebel Scripting, EAI, EIM, Java Scripts, Server Administration, Delivering CRM projects.
• Excellent Leadership skills and team player with strong consulting, Interpersonal, Writing, Communication and Techno-Functional Skills.

TECHNICAL SKILLS

CRM: Siebel 7.x, Siebel 8.x, Siebel Tools, Siebel VB/COM, Siebel eScript, EIM (Enterprise Integration Manager), Workflows, Siebel EAI (eBusiness Application Integration)Smart Scripts, Assignment Manager and Server Administration

Siebel Modules: Financials, eAutomotive, eCommunications, eCustomer, Public Sector, eServiceeChannel, Call Center, Sales

Languages: Shell Script, VB, SQL, HTML, VB Script, Java Script, XML, C, C++, SQLPL/SQL, VB.Net

Operating Systems: Windows 95,98,2000, XP& NT, Solaris 8 & 9 (UNIX)

Database: Oracle, IBM DB2, MS SQL Server, MS AccessWeb Applications Microsoft FrontPage, Dreamweaver 4 and Visual Inter Dev

PROFESSIONAL EXPERIENCE

Confidential, Mountlake Terrace WA

Sr. Siebel Developer

Responsibilities:

• Extensive scripting and configuration work around Accounts, Contacts, Quotes and Opportunity modules.
• Configuration work includes creating new screens, views, MVG, pick applets etc.
• Created batch jobs for data cleansing and post processing work after data load through Integration.
• Extensive Web Services development - Inbound/Outbound Web Services.
• Integration work includes Integration Objects, Business Services, VBC (Virtual Business Component).
• Receiving data from Benefit Focus to load Accounts, Quotes, Quote Items, Opportunities, Census and Contacts data.
• Send Group Benefits Administration data to legacy systems from Siebel.
• Extensive Work on BI Publisher reports.

Environment: Siebel Financials (7.8), Siebel Tools, eScripts, Web Services, VB Scripts, Workflows, SQL Server 2007 and Windows 7,BI Publisher.

Confidential, Bloomington IL

Sr. Siebel Developer

Responsibilities:

• Extensive scripting and configuration work around Claims and campaign modules.
• Extensive Web Services development - Inbound/Outbound Web Services.
• Provided data from Siebel to the IPhone Claims Application and also to the Web Application using Web Services.
• Automated the claims creation process from vendors for Road Service and Glass related claims. Used Web Services for integrating Road Service vendor - Agero and Glass Service Vendor - Lynx.
• Created a Task Based UI in Siebel for a step by step navigation process for creating claims by call center reps.
• Automated the process of creating reserves so claims adjustors do not have to manually open the reserves.
• Provided a new view for adjusters to enter all the details about a claimant.
• Invoked Trillium for Address Standardization for all contacts and vendors.
• Created Integration Objects and web services based on IO to integrate Siebel with Informatica.
• Created WebService to create activities for Claims from Java based User Interface.
• Created http service to send claim and claimant information to Enterprise car rental on click of a button.
• Worked on enhancements in Payment generation process.
• Involved in Production Support to troubleshoot any Siebel related issues.
• Timely resolution to Production tickets and getting approval from Business.
• Created Business Services that was invoked from server as well as browser scripts for validating data and providing warnings when changing data.
• Used Outbound Communication Manager to send emails to groups when certain production sensitive data was changed.
• Involved in configuration tasks like creating joins, links, MVG’s, Pick Lists, applets, views.
• Involved in Performance tuning by modifying the Siebel configuration sometimes or by creating indexes and also worked with DBA’s to resolve performance issues.
• Created Batch jobs to create activities for claims and assign it to a group. Also created batch jobs to move data around tables.
• Worked on VB application to sort incoming USPS files to remove duplicate address entries and upload them into Siebel.
• Worked with external vendors to integrate Siebel with external systems. Some of the integration work (web services) with third party includes Rising Medical Solutions and Thunderhead.
• Created a “Big Siebel View” to convert a manual excel sheet process used by Adjusters for negotiating Claims settlements with claimants into Siebel. Used VBC concept for “scratchpad” applet in Siebel.
• Used Assignment manager to automatically assign activities to the correct adjuster.
• Responsible for delivery of Projects which includes coordination with external vendors, teams within the organization and time coordination with all stakeholders.
• Responsible for estimating time effort required on the projects worked.

Environment: Siebel Financials (8.0.0.9), Siebel Tools, eScripts, Web Services, Assignment Manager, VB Scripts, Workflows, IBM DB2 and IBM AIX

Confidential, Indianapolis IN

Siebel Architect

Responsibilities:

• Single point of contact for everything related to CRM. Responsible for estimating, designing, developing, delivering and maintaining Siebel CRM application.
• System Administration duties as below
• Regular Siebel Maintenance like testing and applying Siebel patches. Recently upgraded 7.8.2.11 eAutomotive to 7.8.2.14 and 7.8.2.16 eAutomotive
• Created Cleanup scripts in Solaris environment to archive log files and delete the old log files to keep a healthy server free space.
• Created scripts to monitor Siebel Server components. Send an email to the concerned persons if a server component is down or offline.
• Monitor fdr files generated in the server and make changes to Siebel Application to prevent recurrence.
• Siebel Release activities like compiling srf, generating browser scripts, stopping and starting of Siebel App Server, Gateway Server and web Server.
• Improve the performance of the Application by monitoring long running sql and make the appropriate configuration changes.
• Automated the batch loading of Accounts and Account Addresses from SAP into Siebel using EIM and shell scripts.
• Handled EIM Insert, Update and delete tasks. Created Ifb files and used Pl/SQL for cleansing the data and updating EIM tables.
• Created batch scripts to archive old Activities from vanilla to a custom table. Archived activities can be accessed in a separate view.
• Involved in Production Support to troubleshoot any EIM issues by increasing and analyzing the logs.
• Worked on improving the performance of the batch EIM jobs by modifying the existing IFB files and batch sizes.
• Created batch update Scripts to assign appropriate organizations to Accounts and Contacts.
• Created Workflows to assign appropriate organizations when a new Account or Contact is created.
• Rolled out Opportunities Module for tracking the revenue generated by Sales users.
• Siebel Remote Deployment, Troubleshooting Issues with Remote users.
• Configured Siebel Anywhere for Software deployment including srf, dbf and patch releases.
• Setting up Users in Siebel and assigning them appropriate positions and responsibilities.
• Interact with End users (Call Center users and Sales users) for new requirements gathering and to constantly improve Siebel Application with modifications to existing features.
• Created User Test Cases for the Business Users for UAT testing before deployment.
• Lead sessions for Business requirement gathering for Accounts, Contacts and Opportunity modules.
• Suggested new solutions to the Business to make their job easier.
• Developed Unit Test Cases and System Test cases for regression testing.
• Used Java Beans to interact Siebel with DB link to retrieve VIN Number, Service Date for a transmission serial number.
• Administered State Model for Solution screen.
• Used Siebel provided SARM utility for gathering diagnostic information during system crashes.
• Worked with LDAP authentication for Siebel Login.
• Experience with Actuate Administration Experience.
• Analyze data and fix various data issues like orphan record fixes and performance issue due to huge volume of data.
• Created custom charts in Siebel for reporting purposes. Interacted with business and provided an alternate feature involving charts after facing technical constraints.
• Worked with Oracle Technical support to provide correct knowledge to the client regarding feasibility of new projects.
• Helped migrate from Siebel to Microsoft Dynamics CRM application.

Environment: Siebel eAutomotive (7.8.x), Siebel Remote, Siebel Anywhere, Siebel Tools, eScripts, Siebel Server Administration, Shell Scripts, Workflows, Project Delivery, Oracle 11g and Solaris 10

Confidential, Middletown NJ

Siebel Design/Dev Lead

Responsibilities:

• Responsible for the technical delivery of the projects.
• As the Design Lead for Account Hierarchy module of the project, is completely responsible in designing the new features across this module from System Requirements.
• Design Areas in Siebel include Configuration, Scripting, Workflows, Batch Jobs and Web Services.
• Some of the salient features in the new Account Hierarchy Module are as below
• Accounts will be having 5 levels of hierarchy. Level 5 through Level 2 will be stored in Siebel Application(ROME). Level 1 will be stored in an external application called SAART which is the system of record for Accounts. This scenario was configured using Siebel inbuilt Master Account Id and Parent Account Id fields. Master Account Id for Level 4 through Level 2 will be the Siebel Row Id of Level 5 and Parent Account Id will be the first parent of a record.
• All the Account Assignments will happen only for Level 4 and Level 3 records. In other words only Level 4 and Level 3 records will be assigned to Sales Representatives and only they need to be displayed Across all applets with a few exceptions and if a L4 Account belonging to a Sales Rep has an L3 as well, only L4 need be displayed in the screen. This scenario was achieved using complex configuration to display the records.
• Only Level 4 and Level 3 can be assigned to child.(i.e Opportunity, Contacts, Credit Check etc). objects and the visibility rules for L4/L3 applies here also.Achieved this scenario with configuration tasks.
• Whenever an assigned Account on an object like Opportunity or Credit Check is changed audit trail needs to be invoked and should be displayed under Old Accounts. This was configured using a combination of BC level joins, Links from Account to Audit Trail and Links from Child Objects (i.e Opportunity, Credit Check) to Audit Trail.
• Involved in designing the EIM load of Accounts, Contacts, Address and Position into Siebel from SAART into Siebel.
• Created Web Services to create Accounts, Contacts, Address and Position information real time.
• Account Explorer screen was completely changed from Vanilla to meet the new System reqirements.
• This was achieved with a combination of configuration and complex scripting across events of the Business Component.
• An email need to be sent to Sales Reps who own the Account as soon as they are assigned an Account through EIM. This scenario was achieved using a combination of Batch Script written in Shell scripts and Siebel Workflow using Outbound Communication Manager to send the email.
• Account Hierarchy Data will be received real time from SAART. An inbound web service with workflow was used to achieve this scenario.
• Configured various other views,Screens and applets and Toggle Applets as a part of Account Hierarchy.
• Configured VBC (Virtual Business Component) using web service to get L1 account details for an L2 account and display it in Siebel Applet.
• Involved in developing Siebel functionality across other modules of the project like Sales Hierarchy and Common Funnel as well.
• Created Batch Workflow Process to automatically update Segment values for Opportunities and used RCR.
• As the Design Lead for Common Product catalog (CPC) module of the project, is completely responsible for designing the product data load and configuring the Product Screens and applets across the application.
• CPC (External System) sends us “full XML” having about 100000 products on nightly basis. Loading of products was designed and implemented as below.
• Used XSLT transformation in shell scripts to break down the Products and its attributes in the XML file into 12 data files containing Products, Portfilios and the different attributes of Products.
• Once the data files are ready, used SQL and EIM to upload the products into Siebel.
• Created COM scripts to map existing Products with new CPC Products and map Offers with Products.
• Product MVG Applets and Pick Applets across the application was modified to reflect the new Product Hierarchy. Product Hierarchy is made of 4 levels. Some of the salient features of Product Hierarchy are as below.
• Products are the last level of the hierarchy. Products are required entity. The different ways products can be related are
• Portfolio->Family->Sub Family->Product
• Portfolio->Family->Product
• Portfolio->Product
• The Hierarchy of the Product should be displayed in MVG next to the Product wherever related.
• MVG’s were correctly displayed with Product Hierarchy using a Calculated Source Field in the Link.
• Involved in resolving ST/UAT/Production tickets in a timely manner.
• Configured Siebel iHelp functionality.
• Involved in Performance Tuning the Siebel Application especially around Address and Account entities. Used tools like SiebelSpy for Performance Tuning.
• Worked on Smartscripts to create Products and link Products to Opportunity.
• Used MVG, Pick Applet and scripting in SmartScripts.
• Talk to Business and provide them new ways of implementing a feature after exploring the technical feasibility.
• All documentation was added to “Reqpro” tool and mapping created between System Requirements, Functional Requirements and Technical Requirements.
• Implemented Siebel PRM utility to share Accounts, Opportunities, Products and Sales Order for third party dealers. Visibility Rules were applied for Sales Reps based on their channel.

Environment: Siebel Sales, eCommunication (7.8.x), Siebel PRM, Siebel Tools, eScripts, Shell Scripts, Siebel Server Administration, Web Services, Workflows, Oracle 11g and Solaris 10

Confidential, Atlanta GA

Siebel Consultant

Responsibilities:

• Created new “Assignment Promotions View” to facilitate assigning promotions to new and existing Accounts.
• Created Business Services to assign one or more Promotions to an Account on the click of a button.
• Also created Business Service to do validations on Promotions.
• Made use of calculated fields, user properties and Siebel out of the box configurations to avoid scripting in implementing business requirements.
• Regularly interacted with Business users to fine tune the requirements and implement them in Siebel.
• Created Batch Workflows to set the status of unused Assigned Promotions to Cancelled on the second day of every month.
• Also involved in Administrative tasks like adding/editing LOV’s and creating test data.
• Involved in creating the Technical Design documentation.
• Used Web Services to receive Campaigns and Promotions entered in web portal into Siebel.

Environment: Siebel Sales, eCommunication (7.8.x), Siebel PRM, Siebel Tools, eScripts, Web Services, Workflows, Oracle 11g and Solaris 10

Confidential

Siebel Consultant

Responsibilities:

• Created Task based UI process to handle the step by step flow to be followed by the dealers while creating or modifying existing customer information.
• Created new Business Services to dynamically generate URL to open ‘Freeway’ application where orders need to be created. This business service was developed to get all the values dynamically with no hard coding. Also created Business Service for getting field values from the browser scripts.
• Involved in the UI configuration like creating new views, screens, applets, links and joins.
• Involved in data mapping work like appropriate selection of tables and columns for BC’s and BC fields.

Environment: Siebel eChannel (8.0.0.5), Task based UI, Siebel Tools, eScripts, Workflows, Oracle 11g and Windows XP