Summary

Project Experience

Confidential

Sr. Consultant

• Delivered end-to-end application solution components on time and within budget, that meet the LARA business needs, and conforms to IT methodologies, Cyber Security and Data Management practices
• Led team effort in implementation of Siebel 8.2.2 Open UI, Data migration and integration.
• Assisted/created project deliverables, including HIPPA artifacts e.g., Functional Design Document, SDD, Requirements Traceability Matrix, Test Plan, SIT/ Use cases, POC, Mock Screen that meet SDLC standards
• Led discovery and JAD sessions during the requirement gathering and application design
• Collaborated with business and technical teams to lead, advocate for and develop user - centered design and interaction concepts.
• Assisted/created in transforming high level business requirement into functional requirements and solution design. Managed documented business process reengineering activities.
• Presented design solution to enterprise architect and cyber security team on HIPPA compliance
• Transformed MMMP paper application to 100 online processing using Siebel eService and case management.
• Gathered incorporated feedback from stakeholders, end users, technical and design teams to validate user experience proposals
• Mentored assisted development team during the Data migration and web services integration and ensured integration process meets legislature requirement.
• Reviewed and enhanced design data elements of business services, WSDL, JavaScript.
• Assisted team in designing and developing the PL/SQL for data migration of legacy data

Confidential

Sr. Consultant

• Led team effort in testing and deployment of Siebel 8.1 marketing and media modules
• Managed, coordinated, prioritized post deployment issues and resolution with the helpdesk team.
• Worked closely with the cross functional team during Siebel Sales process design, requirements, configuration, testing and post deployment issues.
• Facilitated led requirements gathering process definition workshops with SME's for order management, agreement, warranty, service request, return order, quote, and products.
• Provided support, in documenting BRDs, to be process flow and walked through BRDs with SMEs. Helped team in FDD and gap fit analysis, requirement traceability matrix.
• Designed, and documented data flow diagram and ERD for Sales Order, and Quote modules
• Worked with the integration team in designing and developing Sales Order integration with EBS

Confidential

Sr. Consultant

• Led ITC optimization effort to reduce the time of reimbursement services and lower the operation cost. Prepared project plan using MS project.
• Utilized 6sigma DMAIC method to optimize inbound outbound processes of call center.
• Worked directly with call center agents, SMEs, and program directors to identify various issues, including patience assistance, program, prior authorization, payer issues, and reimbursement processes
• Optimized and streamlined business process systems using Siebel activity management, service request, contact, facility, and workflows.
• Assisted analyst team in preparing functional design document, trace requirement matrix, test plan, and deployment plan.
• Identified worked with development team in resolving issues in existing data model, JavaScript, Pl/SQL stored procedures, and system performance.
• Liaised with Deloitte onshore offshore development team in building technical solution, implementation, testing and POC.
• Prepared and presented business impact analysis report to directors, VPs and executive sponsors. Impact analysis report covered potential saving, implementation time, technical solution, coupled with risk impact analysis of Siebel call center, eService and inbound/outbound feeds.

Confidential

Sr. Consultant

• Worked as Siebel functional lead to consolidate business process and IT systems for two merged companies GXS and INOVIS
• Assisted and documented to be process of CS incident management, call transfer, master service request, entitlement verification, and SLA using MS Visio.
• Liaised with client to address all requirements while consulting with project team members
• Reviewed, and delivered functional design document of Siebel 8.1 Service Request, Service Order, Account, Asset, Quote, Contact, Activities, SLA and workflow.
• Provided guideline and assisted developers, architect during solution design, data load, and implementation.
• Designed and documented revised data model, VB, PL/SQL scripts of revised solution
• Helped implementing ITIL service delivery processes of incident management, problem management, configuration management and change management through Siebel 8.1 Service Request, Contact, Account, Asset, and Activity

Confidential

Sr. Consultant

• Assessment of global processes and evaluated complexity rating using QFD based on the number of steps, roles, client team contacts, and systems used within each process group.
• Identified finalized gaps and complexity and lead workgroup to socialize and gain business partner buy-in.,
• Auto-notification from GSS to client upon completion email/fax channel
• Stop payment/Delete record accessible through Siebel
• Service request involves exception process should assign to Rapid response team
• Translated high level requirement and processes into business requirements. Developed BRD, as is to be process of IBT, stop payment, maintenance of signature card, rollback and deletion of memo posting.
• Siebel solution includes service request, accounts, assets, contacts, activity, and workflow
• Demonstrated proposed solution to business and cross function teams to gain partner buy-in
• Managed expectation communicated with business owner, management, stakeholders, and vendor during project lifecycle.
• Worked closely with the stakeholders, developers and QA team during the data, UAT, and systems testing. Used HP Quality Center 9.2 for defects reporting.

Confidential

Sr. Consultant

• Worked with Collabra team in CRM proof of concept of Salesforce.com and Oracle on Demand
• Mapped business requirements with CRM on Demand, and build gaps analysis report.
• Utilized OOB functions of Account, Contact, Activity, opportunity for POC
• Documented and facilitated requirement gathering workshops.
• Build target CRM process of sales marketing of business banking.

Confidential

Sr. Consultant

Worked as Siebel lead responsible for oversight of all Siebel implementation, process consolidation, enhancement, and upgrades of 5 contact centers around the world. Worked closely with the GM CARS contact center to consolidate and standardize all of GM Customer Assistance applications, Siebel Reporting, Knowledge Management KANA, Content Manager and IVR. Utilized GM's SDP-21 project management tool to manage projects. Project requirements were to combine CARS Business Unit, Buick, Cadillac, Chevrolet, GMC, Hummer, Oldsmobile and Pontiac , with Saturn and SAAB to create and utilize common systems and business processes on single hosting environment.

• Planed, defined, and led integration configuration and data migration effort for Saturn Saab projects. EAI solution includes Java, WebSphere, WSDL, PL/SQL.
• Acted as a liaison between Project Sponsors/Stakeholders and technical teams. Lead cross-functional teams to deliver business and technical requirements
• Worked with global contract management team in vendor selection process. Reviewed RFP response of IBM, Cap Gemini, Oracle, and Wipro. Prepared presented a report on missing business requirements on proposed Siebel solution.
• Facilitated tollgate review meeting with enterprise architects of proposed Siebel solutions.
• Conducted workshops and demonstrate difference of OOB Siebel premise and Siebel on demand
• Worked closely with business owners, stakeholders, and portfolio manager for complete life cycle of risk management. Used IBM RPM tool for risk register, mitigation plan, monitor, escalation closure.
• Led team effort for plan, define, and configuration for Siebel on Demand 15.
• Conducted and facilitated requirements gathering workshops with business users, stakeholders, and business, owners for Siebel on demand 15. Some of the functions are Lead Management, Campaign, Accounts, Contacts, Service Request, Opportunity management and activity.
• Led team for a successful multi-phase project deployment of Siebel 7.7 for 1700 agents and dealers.
• Successfully planed, defined and upgraded from Siebel 7.5.3 to Siebel 8.1 for GM Europe
• Worked closely with portfolio manager for project update, risks, issues, mitigation, and resolution plan
• Collaborated, managed and build strong relationship with vendors, Wipro, EDS, and Cap Gemini
• Received numerous commendations and awards from GM IBM

Confidential

Consultant

• Lead team to deploy Siebel Life Science 7.7 Solution in a regulated environment.
• Documented and enforced business rules and policies for managed account using state model
• Upgraded and revised EIM data load script and PL/SQL Stored Procedure using Toad
• Revised and updated all SOP batch job using PL/SQL, VB
• Worked closely with Siebel support team in resolving post production issues and bugs

Confidential

Consultant

• Worked with Siebel team for POC design of Siebel Remote Solution
• Successfully upgraded Siebel database from 6.3 to 7.7.2, on Oracle 9i
• Designed Siebel Remote solution, ERD, and Data model

Confidential

Consultant

• Designed, developed, and debugged Server Script using VB for various events
• Designed, developed, debugged Browser Script using JavaScript
• Successfully implemented and deployed Siebel Communications for this wireless and DSL provider. A migration project Siebel 6.3 to 7.7.2 for call center and Channel Partner.
• Identified, replaced and debugged obsolete Method, function, Table, Business Comp
• Used SQL to spool data for marketing analysis and critical bug fix

Confidential

Consultant

Provided production support and application enhancement of Siebel ePharma and Field Service for 4500 sales force in a validated environment. Worked with the level1 level2 support team to triage tickets and detail analysis of Siebel issues. Analyzed, resolved and documented complex issues in a timely manner related to Siebel Sync, Assignment Manager, Siebel Remote, Server Admin, Sample Admin, and Sales Territories, Order Management, Service Order, Service Request, Inventory Control, and Professional.

• Worked closely with QA team in sign off and acceptance criteria for new Siebel release and updates
• Worked with project manager and District Managers in bugs escalation process
• Performed UAT and captured all test result data in a template approved by QA and FDA.
• Used Siebel Tools and PL/SQL for deep analysis and resolution approach
• Worked with data team in documenting the process of various feed into Siebel database
• Used Siebel Admin for creation new sales force division, position, and responsibilities

Confidential

Consultant

• Worked for Tek Systems to implement Siebel Field Service 7.5.2 for their client Lexmark. On-site with Siebel team to verify the technical solutions are adequate and maps to managed print services processes. Worked closely with business analysts on final solution acceptance. Reviewed Siebel Data Model and integration requirement.
• Used Siebel Tools, VB, PL/SQL and eScript to configure solution
• Analyzed and fixed complex problem using Tools, eScript, and PL/SQL

Confidential

Siebel Consultant

• Led installation, design and development efforts in support of Pomeroy's deployment of Siebel eBusiness 7.5.2 Sales Force Automation. Prepared functional and technical design report. Designed/developed organization, customer hierarchy, forecasting, and regional reporting structure. Helped team to resolve post implementation and support issues.
• Worked closely with help desk team to fix critical bugs on production system. Prepared gap fit analysis, and technical design report.
• Used Siebel Tools and Siebel VB to customize Siebel solution, Siebel Sync, Account, Contact, Opportunity, Activities, Calendar, and Products

Confidential

Siebel Consultant

• Worked with Siebel team to implement Siebel eEnergy 2000 for Call Center, SFA and marketing. 1200-user application deployed to cater needs for residential, industrial, and small commercial customers for gas, electricity, water and non-service products with detail of competitive intelligence
• Helped Project Manager in building project charter, project estimation, and resource requirements.
• Defined, prepared, and presented to be process of Contract management to business owners
• Designed, configured, developed, and debugged Siebel application. Solution consisted of various Siebel modules: Opportunity, Quote, Agreement, Order Management, Competitors, Activities, Accounts, Asses, List Management, Billing, Contacts, and Campaign Management
• Used Siebel Tools, PL/SQL, Siebel VB, EIM, and Actuate IV to customize solution

Confidential

Siebel Consultant

• Developed process flow and gathered business requirements for Account, Contact, Activity and opportunity.
• Implemented Siebel 2000 SFA and Siebel Marketing deployments. This project implemented in dual headquarters France and USA.
• Defined Siebel positions, responsibilities and views for the sales and marketing staff
• Prepared gap analysis report and identified configuration changes needed during phase I II