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Crm Functional Analyst Resume

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Jamesburg, NJ


  • Over 8+ years of information technology experience with 5+ years as oracle applications techno - functional consultant in system study, development, maintenance, upgrades, production and support of E-Business Suite applications using Oracle Applications R12/11i and Oracle databases (10g, 11g).
  • Results oriented professional successful in Design, Customization, Implementation, Enhancement, Fine Tuning and Support of Oracle Applications to meet evolving business and organizational needs.
  • Proficient in Designing, Implementing, Migrating, Customizing all phases of Oracle Applications with major focus in the domain of CRM modules including Service Contracts, Installed Base, Field Service, Mobile Field Service, Depot Repair, Tele service, Customer Support, Order Management, Inventory (INV), Bill of materials (BOM), Accounts Receivables (AR), Approvals Management Engine (AME), Governance Risk Compliance (GRC), Sales and Marketing, Telesales, Quoting, General Ledger (GL) and Human Resource (HR).
  • Proficient in writing the technical design documents for conversions, extensions, interfaces, reports including creation/follow-up of Oracle service requests (SRs) with my oracle support.
  • Very good understanding of Software Development Life Cycle (SDLC).
  • Extensively worked in developing Functional Design and Documents like BR100s, MD50s and Technical Design Documents using Application Implementation Methodology (AIM).
  • Expertise in Designing, Personalizing, and customizing Forms using Oracle Forms Builder (11g/10g/9i/6i) and Reports using Oracle Report Builder (11g/10g/9i/6i), XML publisher/BI Publisher.
  • Expert Proficiency in Customizing the Forms through Forms Personalization.
  • Strong knowledge of business flows like Order-to- Contracts and Service calls for Installs and Training.
  • Proficient in RICEW (Reports, Interfaces, Conversions, Extensions, workflow) components including Implementation, Interfacing, Data Migration and Data Conversion.
  • Experienced in customization by extension and modification of the standard application suite using Application Object Library (AOL).
  • Proficient in writing SQL queries. Good understanding of Packages Procedures/Functions to handle validations for various data loads and Error-Handling.
  • Extensively used Oracle tools like TOAD, SQL DEVELOPER and developed database objects like tables, views and DDL scripts.
  • Fairly experienced in Multi-Org, Trading community Architecture (TCA) and System Admin activities.
  • Adept in importing data from legacy systems to Oracle Applications using Oracle Interfacing, Oracle packaged APIs etc.,
  • Experience in Oracle interfacing programming, Concurrent Manager, Flex fields, and Value sets.
  • Responsible for various phases of Oracle Applications Technical Design and Development, Testing and Post Implementation Support.
  • Conducted CRPs and training workshops
  • Extensive knowledge in: building business processes, identifying risks and preparing impact analyses and UML models using Rational Unified Process (RUP) and UML Methodology, requirement gathering, management & analysis of specification and requirement documentation as a part of Change Control Management (CCR), Process Re-Design and Business Process Re-Engineering
  • Experienced in Object Oriented Analysis and Design (OOAD), Object Oriented Analysis (OOA), Data Analysis & Requirement Analysis
  • Worked on Test Cases, User Acceptance Testing / Manual Testing.
  • Reported bugs and proposed solutions to resolve open tickets.


ERP Skills: Oracle Applications R12/11i Service Contracts, Installed Base, Field Service, Mobile Field Service, Depot Repair, Tele service, Customer Support, Discoverer, Order Management, Inventory, Bill of materials, Accounts Receivables, Approvals Management Engine (AME), Governance Risk Compliance (GRC), Sales and Marketing, Telesales, Human Resource,Quoting, General Ledger.

Languages: SQL, PL-SQL

Data Loading Tools: Data Loader, TOAD, SQL*Loader

Web Technologies: Familiarity with HTML, XML, Java JSP

GUI: Familiarity with Oracle Workflow Builder, Oracle Forms, Oracle Reports, TOAD, Discoverer, JDeveloper,UIX, XML Publisher/BI Publisher, PL/SQL Developer, SQL*Plus

RDBMS / DBMS: SQL, PL/SQL, Oracle 11g/10g, SQL Server 2000, MS Access

Operating Systems: Android, Windows, iOS


Confidential - Jamesburg, NJ

CRM Techno Functional


  • Designed and implemented the call avoidance feature for Teleservice and MWA users, where the call takers or the Techs could resolve Service call via phone using an online knowledge base.
  • This feature drastically reduced the number service calls and the cost of tech’s visit to the customer sites.
  • Closely worked with the users, technicians, networking and development teams in designing, developing and implementing Confidential ’s Android Mobile Field Service app.
  • Enhanced Oracle service requests (SRs) debrief and billing process from various sources like Teleservice, Mobile FS App, eManage, ePartners, MDS Cloud and Canon web portal.
  • Successfully designed and completed multiple rounds of Data conversions from Oce’s SAP (Canon acquired in year 2012) and Confidential Legacy systems into Oracle EBS particularly in the service modules and customer support.
  • Intensively worked on the Service Territories, Technician skills, group hierarchies, employee resources, Calendars, sub inventories and auto schedulers, productivity reports etc.
  • Coordinated with development and DBA teams for various customizations and performance enhancements.
  • Resolved production issues and system bugs
  • Trained and assisted users in User Acceptance Testing.
  • Assisted users in their day to day issues including Oracle workflows, alerts, resource management, usage counters, debriefs, reports etc.

Confidential - San Diego, CA

CRM Techno Functional


  • Collaborated with business users at multiple office locations to capture their business process flows and requirements
  • Designed and implemented service modules with focus on Service Requests, Service contracts, Depot Repair Bulk receive functionality, Order Management, Field Service
  • Identified gaps and designed customizations to address them particularly in depot repair and bulk receive form
  • Created and resolved issues surrounding Contact Center and Customer Profile Setup.
  • Coordinated with development teams both onshore and offshore for various customizations and reports
  • Resolved production issues and system bugs
  • Trained and assisted users in User Acceptance Testing.
  • Worked closely with Oracle Support to troubleshoot and resolve issues with the R12.1.1 Depot Repair, Install Base and other service modules.

Confidential - Schaumburg, IL

CRM Functional Analyst


  • Gathered system requirements to complete “Fit Gap” analysis through super users from various Operating Units and departments
  • Designed a consistent and integrated design for the Oracle R12.1 Implementation.
  • Gathered requirements and provided guidance on designs done on Visio
  • Configured Service contracts, Install base and Depot Repair Multi-Org structure.
  • Defined business processes in Service contracts for New orders and Renewals, Contract Extensions, Terminations, Co-terms, consolidations, Update contracts from OM on RMAs, Invoices and billing, Warranty contracts etc
  • Defined Approval (AME) and Billing Processes for Service Contracts.
  • Defined business processes for RMAs, change owners, item statuses, OM to IB and IB to OKS updates.
  • Created CRM resources, groups, user access, user roles, responsibility restrictions and custom menus.
  • Conducted CRPs sessions for both onsite and off-shore user.
  • Assisted other teams in both CRM & EBS modules like Order Admin and Finance
  • Followed AIM documentation; BR100 for System Configuration, RD050 and RD060’s for Business Requirements, BR010 for Fit-Gap Analysis.

Confidential - Cupertino, CA

CRM Functional Analyst


  • Implementing On-Demand Oracle project for Governance, Risk and Compliance (GRC) SOX Audit & Application Access Control Governance (AACG) Version 8.5 module
  • Gathered system requirements to complete “Fit Gap” analysis through super users from various departments
  • Configured Service contracts, Install base, GRC and CRM modules for the Multi-Org client.
  • Defined business processes in Service contracts for New orders, Renewals, Extensions, Terminations, Co-terms, contract consolidations, Update contracts from OM on RMAs, Invoices and billing Squs, Warranty contracts etc
  • Defined business processes for RMAs through IB, change owners, item instance statuses and processes, OM to IB updates and IB to OKS updates.
  • Created CRM resources, groups, user access, user roles, responsibility restrictions and custom menus.
  • Created new policies, analyzed and resolved conflicts through GRC
  • Conducted CRPs sessions for presenting solutions and end user training
  • Mapped legacy data from several databases to the Oracle database for data migration
  • Ran SQL queries using Oracle SQL developer & TOAD for issue resolution and data quality analysis.
  • Configured Approval Management Engine (AME) for approvals in Service Contracts module
  • Trained end users on the new system and created training manuals for future troubleshooting
  • Assisted other Oracle teams in both CRM & EBS modules like Order Management, A/R Finance, TCA, Customer Support/CRMOD, Universal Productivity Kit and Human Resources
  • Gathered requirements and provided guidance on designs and outputs of custom reports through Discoverer
  • Followed AIM documentation; BR100 for System Configuration, RD050 and RD060’s for Business Requirements, BR010 for Fit-Gap Analysis, TE020 for Test Scripts, MD050 for functional Specifications & CV040 for functional design

Confidential - Houston, TX

CRM Functional Analyst


  • Interacted with Super Users, various other departments to gather the system requirements and do the Fit Gap analysis.
  • Responsible for implementing Service Contracts, Installed Base, Inventory and Field Service.
  • Mapped Contract’s legacy data from various databases to the OKS.
  • Responsible for data mapping from Global Install Base to the Sub Lines into Contracts and their coverage’s.
  • Intensively worked on the Contract Terms, Templates in Terms library and defined a process to crate legal terms within the Service contracts module.
  • Configured the approval process using AME for both contracts as well as Legal terms.
  • Set up DFFs for Header, Lines, Sub-lines and Party fields.
  • Prepared BR100 for Setups, BR010 for Fit-Gap Analysis and TE020 for Test Scripts and CV040 for functional design.
  • Created design documents to facilitate conversion of customer information from legacy custom tables to SC
  • Created design documents to facilitate validation testing by technical team on staging table’s data.
  • Did data validations and functionality tests after data migrations.
  • Conducted CRPs and assisted users in UATs.

Confidential - NJ

Business Analyst / Quality Assurance Tester

Environment: s: RUP, Agile Methodology, MS Paint, MS PowerPoint, SQL


  • Working on continuous upgrades and enhancement features depending upon the user inputs.
  • Designed the enhancements and upgrades logically (Re-Design), using Object Oriented Analysis and Design, and UML concepts into the existing system.
  • Created documents such as Use Cases, Business and Functional Requirement Documents.
  • Participated in team reviews and requirement gathering sessions
  • Participated in detailed technical design sessions, ensured completion of all appropriate artifacts, including business partner signoff/authorizations
  • Created new UI screens for the newly added features
  • Created the Data Dictionary through Traceability directly from the existing system.
  • Tested newly developed software/application/featuresbothprior andpost release.

Confidential — OH

Business Analyst

Environment: s: UML, RUP, HTML, Waterfall, Front Page


  • Completed the GAP Analysis from the existing Asset Management system to the To-Be state.
  • Prepared High Level Logical Data Models and Business Requirement Document supporting documents containing the essential business elements, detailed definitions, and descriptions of the relationships between the actors to analyze and document business data requirements
  • Analyzed the requirements of the end Users and designed a direct and user friendly approach to create activity based new projects under Asset Management.
  • Re-Designed the existing Website to a more secure and user friendly design.
  • Designed an Asset Management Homepage accessible by various user groups.
  • Prepared User Interfaces (UI) for Project Creation, Bridge, Dashboard and Fleet Management systems.
  • Identify data elements from the source systems, performed data analysis to come up with data cleansing and integration rules for the Data ware housing.
  • Initiated and delivered a complete re-write of the existing AMS through Screens.
  • Created a Traceability Matrix to map the fields from the legacy AMS to the Phase II release of Asset Management.
  • Assisted in the development of project milestones by providing Work Breakdown Schedule (WBS).
  • Created Functional specifications Document of the Phase II AMS.
  • Conducted team review meetings and meetings with Line of Business (user group) to gather requirements.

Confidential, CA

Business Analyst / Quality Assurance Tester

Environment: s: UML, Rational Unified Process, SCRUM, Microsoft Visio, Enterprise Architect, MS Paint


  • Involved in migration of the existing data from various data bases to SQL server platform.
  • Performed various DB activities like refining, cleansing and avoids duplication of data amongst various Products of CCH.
  • Enhanced the overall Single Sign On process for various applications of Pfx. products.
  • Analyzed, gathered and documented the Non Functional requirements of all projects; including the changing of existing Non Functional requirements of all CCH products.
  • Participated in some side projects which required regular enhancements and re-design of the existing software.
  • Helped develop the Project Scope and Project Plan by providing Work Breakdown Schedule (WBS).
  • Performed Comprehensive Analysis of the Existing system and the Proposed Process, through Work Flows and Data Flows using Visio to identify Gaps in the existing system.
  • Used RUP Software Methodology for gathering requirements by facilitating JAD sessions.
  • Communicated effectively with cross functional teams such as Stakeholders, and various project teams like business and Technical, UI, Development, Testing, Architecture and Documentation.
  • Involved in an extensive data mapping exercise to Migrate Legacy data to the new system.
  • Developed screen mock-ups to aid web development. Participated in UI reviews and made sure that everything is within the scope of the requirements.
  • Coordinated weekly milestone meetings with team members.
  • Created Use Case Diagrams, Data Flow diagrams and Work Flow Diagrams, Activity Diagrams and Sequence Diagrams to define the business Process Model and Data Process Model.
  • Created Business Requirement Document, Use Cases, UI Document and Functional Requirement Document for documenting the requirements and Functionalities.
  • Played a key role in the User Acceptance Testing.

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