Professional Summary

CRM practitioner with strategic assessment, design and implementation expertise in application development and systems integration. I have nine years of IT experience in implementing various CRM and internet based applications. For the past six years, I have been working in the CRM (Siebel and SalesForce.com) industry as a strong technical resource/ Solution Architect with Capgemini and also have led application configuration team on various full life cycle implementations. My technical skills include Siebel Tools 8, 7.x/ Configuration/ WF/ EAI/ EIM/ eScript/Actuate Reports on Oracle 9.0. Domain experience involves SiebeleCommunications,SiebelCall Center,Siebel Public Sector and SiebelSales and Service. Has good knowledge on Financial Industry, Informatica Identity Resolution (IIR) and SiebelUniversal Customer Master (UCM) Application module. I have strong communication, leadership and interpersonal skills.

Skills Profile

Applications: Siebel 7x, 8. / SaaS (SFDC)/Configuration/ EAI/ EIM/ WF/ eScript/ COM/ Server Administration
Tools: Siebel 7.x /8.1.1, SaaS (Salesforce.com), .Net Framework
Languages: C, C++, Java, SQL and PL/SQL
Report Management Tool: Actuate Reports, MS Excel
Operating System: Windows 95/98/XP/Server 2003
Database: Oracle 10g

Projects Summary:

Confidential,Chicago, IL 6/2010 – Present
SrSiebelCRMDeveloper
AT&T is the leading full service communications provider with over 30 million customers across 22 states of USA, offering a wide range of communications products and services including voice, data, Internet, security monitoring, messaging, cellular, wireless data and directory services. AT&T is using Siebel eCommunication application for maintaining the customer information like Contacts, Accounts, Address and Orders for which they are planning to implement Product, Pricing and Order Management process.
Responsibilities:

• Configured Account, Contact and Address Management as per the Client Requirements.
• Configured BU (BO’s, BC’s and Fields) and UI Layer (Screens, Views, Applets and Controls) as per the Client Requirement.
• Created virtual Business Component with custom code for additional functionality and validation.
• Implemented Error Handler functionality for tracking errors.
• Worked on Workflows for implementing Account Hierarchy creation process.
• Worked on Business Services and eScript to implement business functionality in Contact and Address Management as per the business requirements.
• Worked on Runtime Events for invoking Business Services.
• Created the technical design document for Cost of Goods and Employee integrations.
• Worked on various aspects of Siebel Application like visibility rules based on positions and responsibilities, Workflows, variousSiebelconstructs like MVG applets, pick lists, Applets, Views, various Navigation methods.
• Implemented the Declarative Configuration Alternatives using Data Validations, User Properties, Workflows and Run time Events. Customized the application usingSiebeleScript as alternative to configuration extending the functionality
• Involved in Administration activities migrating the repository from development to testing environment, and assisting the production support team during deployment activities.
• Involved in resolving the issues found during Unit Testing & User acceptance Testing.
• Responsible for collecting, understanding, and transmitting the business requirements for the project, and translating these into functional specifications and detailed test plans.
• Coordinated with onsite coordinator on a regular basis regarding the project activities.

Environment:Siebel8.1.1.3 Configuration, eScript, Workflows, Oracle10g, Toad.
Confidential,Atlanta, GA 5/2009 – 5/2010
SrSiebelCRMDeveloper
ISP implements Siebel CRM package for services platform that replaces many of the existing Dell service Systems. The goal of the program is to eventually provide a single integrated tool, the Global Support Hub, which could be utilized by care and tech agents across Dell Internationally to perform all the tasks necessary to provide the highest level of customer service. ISP Release 2 focuses in major on US & CA systems with changes to be retrofitted to EMEA & LA. ISP R2 aims at enabling future business growth and strategic direction. One of the major objectives of R2 is expanding SOA implementation to establish seamless integration with related Upstream and Downstream systems and trim down dependency with Open Span.
Responsibilities:

• Customized and ConfiguredSiebeleBusiness Applications usingSiebelTools.
• Performed modifications of theSiebelstandard components and compared with theSiebelVanilla.
• Worked on Opportunity, Asset, Entitlements & Activity entities
• Coordinated with business side and related/translated their requirements to technical teams.
• Involved in creating new business components, Business Objects and making changes to the existing business components, Business Objects.
• Created and modified Form applet and List Applet by removing fields and modifying them as per the requirements
• Configured the Dynamic Drilldowns on the List applets so that the user able to see the Detailed information about their products.
• Configured Applet Toggle Objects.
• Designed and developed new Pick List Components, MVG lists, links, joins and defining several other object definitionsand linking to each of the objects defined in the interface layer.
• Created and Configured Views, Screens, Screen tabs, View bar menu items, Screen menu items for user Interaction as per the requirements
• Extended theSiebelTables by extending the columns as per the requirements.
• Data mapping exercise was undertaken which identified the requiredSiebelEIM tables andtheir columns which would be used to import source legacy data.

Environment:Siebel8. Client Application Configuration, SiebelEIM and EAI (Inbound and Outbound Web Services), eScript & Administration and Workflows, Oracle10g, Toad and Windows XP.

Confidential,UK 8/2008 – 3/2009
SalesForce Developer
This engagement is on Salesforce.com with one of the major client in the Media sector. The goal is to replace the existing ASTRA system and peripheral databases with a Subscription management system based on a Salesforce.com and iPayments solution. To provide the Contact centre with a more flexible system which enables the agents to capture more information or migrate subscribers through the price path without the need for IT intervention. To improve the reporting capabilities of the system to enable more detailed analysis of the subscriber base. To enable integration with future CRM initiatives.
Responsibilities:

• Worked in UK along with a functional and technical team.
• Primary focus has been Business & Systems Analysis.
• Requirement gathering for the Interfaces which involves scripting, Configuration changes, Data Migration.
• Involved in developing code in the .Net Framework
• Communicated with the client for Requirement Clarification.
• Involved in End User Training.

Environment: Salesforce.com (SaaS) and Windows XP

Confidential,USA 6/2007 – 7/2008
SiebelCRMDeveloper
FairPoint Communications, Inc. is a leading provider of communications services to rural communities. Their main business is to provide telephony and internet services to US customers. To automate their sales and to provide faster and better service, they have implemented Siebel eCommunications 7.8 on their premises involving Siebel Order management and integrated with Kenan billing systems.
Responsibilities:

• Implemented new processes in the application to support new functionalities inSiebelSalesapplication. Customized/Configured theSiebel7.8 SalesApplication to implement the Application/UI business requirements such as creating view, screen, applets, business component and other objects.
• Involved in the requirementanalysis, design, development, unit testing and QA support/defect fixes for the project maintenance releases.
• Creating the Oracle sequence object for generating sequence numbers. Created new Workflow Processes & Business Services to implement the new Business Requirements, & Process Flows and to achieve the best possible solution.
• Configured the Business Objects, Business Components, pick lists, joins, links, and MVG applets, Views and Screens.
• Created virtual Business Component with custom code for additional functionality and validation.
• Worked on Actuate Report Development which involves scripting and Actuate Report Server.
• Prepared the functional design document and presented it to business analyst team for the approval process for both internal conversions and legacy conversions.
• Created Detailed Design Documents after consultation with the requirements team.
• Actively participated in the data model and Architecture of theSiebelcustomizedapplication.

Environment:Siebel7.8 Configuration, eScript, Workflows, Application Administration Oracle10g, Toad.

Confidential,UK 1/2006 – 5/2007
SiebelCRMDeveloper
This engagement is with one of the 32 local government authorities in North London and is responsible for providing services to its 225,000 citizens. The Borough of Haringey serves one of the UK’s most diverse ethnic communities. However, its level of deprivation remained above national average compelling them to undergo a major transformation program to improve services to citizens. This government body was responsible for addressing public needs such as housing complex, parking payments, Freedom of Information (FOI). To make the process less cumbersome for the council, since it deals with hundreds of requests and complaints everyday Siebel Public Sector is implemented. Key technology aspects of the project include QAS integration, Email Response, FOI SLA functionality and Actuate reporting.
Responsibilities:

• Configuration of Siebel Public Sector to support the client\\\'s business requirements using Siebel Tools for new releases.
• Enhancement of Email Response Functionality which involves workflows and scripting.
• Worked on Actuate Report Development which involves scripting and Actuate Report Server.
• Configured the Business Objects, Business Components, pick lists, joins, links, and MVG applets. Created new View Web templates, Views and Screens.
• Involved in the configuration of Static, Dynamic, Hierarchical Pick lists using Joins and LOVs.
• Created Static and Dynamic Drilldowns to navigate the user to the appropriate views of the required customer accounts.
• Customized Pick Applets and MVGs using Links, MVLs and MVFs.
• Responsible for Developing, supporting & maintaining the Siebel application.
• Setting up Local Database extract.
• Involved in bug fixing on time as defined in the SLA & unit testing the application.
• Server Administration Tasks like:

a. Upgrade Siebel 7.7.2.3 to 7.7.2.6
b. Installing QucikFix (QF0617).
c. Repository Migration & Moving sif\\\'s to Production.
d. Troubleshooting Document Server, Email Server.
e. Changing the Event log level on production.
f. Changing the POP3 password of all the Siebel accounts.
Environment:Siebel7.7.2.6 Configuration, eScript, Workflows, Application Administration, Oracle9i, Toad.

Confidential,US 6/2004 – 12/2005
SiebelDeveloper
This was developed for a manufacturer of high quality computer systems and peripherals with international sales. They planned for a call center in order to exchange important information that can be used to serve their customers effectively and achieve Customer Satisfaction thereby increasing their revenue and market share. For a call center application a virtual help desk is set up for the client which answers the queries of new users as well as other users of the module.
Responsibilities:

• Involved in Knowledge Acquisition Process.
• Customizing Siebel Call Center Application
• Configured the Business Objects, Business Components, pick lists, joins, links, and MVG applets, Views and Screens.
• Modified theHome page screen based on the Customer requirementsand created the PDQs.
• Created the State model to create declarative alternatives.
• Reviewing of Configuration/code.
• Involved in Creating the Users and extracting the local database for the users.
• Preparation of Technical Design document and Test Plans.

Environment:Siebel7.5 Configuration, eScript Oracle9i, Toad.

Confidential,US 9/2002 – 5/2004
SiebelDeveloper
The primary objective of the system is to help the sales force in managing information related to accounts, contact, opportunity, and activities in order to reduce the response time and to deal day-to-day needs in a better way. Sales system should be able to segregate the leads based on their location and assign them the respective direct sales associates. The tool will allow sales executive to track sales lead more effectively and shorten the time to close an opportunity.
Responsibilities:

• Customizing Siebel Sales Application
• Configured the Business Objects, Business Components, pick lists, joins, links, and MVG applets, Views and Screens.
• Modified theHome page screen based on the Customer requirementsand created the PDQs.
• Created the State model to create declarative alternatives.
• Reviewing of Configuration/code.
• Involved in Creating the Users and extracting the local database for the users.
• Preparation of Technical Design document and Test Plans.

Environment:Siebel7.5 Configuration, eScript Oracle8i, Toad.

• Education
• B.E