Expertise Summary

• 17 years of experience analyzing, designing, implementing and maintaining enterprise software solutions in various Fortune 500 companies.
• Expert in business architecture and technology solutions for high tech industry.
• Experience in CRM, Channel Management, Service Order Management and Supply Chain business processes and Outsourced Service Provider model.
• Extensive experience in application architecture, design and implementation.
• Strong CRM design & development experience at SAP, Oracle and Vantive.
• Experience working in matrix organizations with globally dispersed teams.
• Extensive experience in the complete software product life cycle.

Technical Skills

• J2EE: SAP J2EE Engine, Oracle application server, Tomcat.
• Languages, Tools & technology: ABAP, JAVA , JSP, BSP, C, C++, PERL, HTML, PL/SQL, Visual C++, Shell Scripts, XML, XSL, Javascript, Struts, UML, Ant, JProbe, JUnit, Web Services, HP Quality Center, Borland CaliberRM, Metastorm Provision, Microsoft SharePoint.
• Databases: Oracle8i, Sybase11.5, MS SQLServer6.5, Informix7.2.2, Sql Anywhere5.5
• GUI: SAP GUI, Adobe Flex, Oracle Forms, SAP CRM WebClient
• Design & Development Tools and Methodologies: ABAP Development workbench, Together Enterprise, JBuilder, Eclipse, IBM Visual Age, Perforce, Visual SourceSafe, Oracle Designer, Oracle Developer, Microsoft Visio, Agile/SCRUM, HPME, SOA, TOGAF, APQC.
• Enterprise Applications and platforms: SAP Netweaver, SAP CRM4.0, SAP CRM2005, SAP CRM2007, SAP ECC, SAP BW & BI, Oracle CRM, Oracle ERP.
• Operating Systems: Windows Vista/XP, UNIX platforms.

Education

Professional Experience

Business Re-engineering Lead
Service Delivery Architecture Team
Confidential, (Feb 2007 - Present)

Responsible for defining the business architecture for Agent assisted and Channel delivery models for Customer Service.

My responsibilities include defining new business processes, identifying opportunities for process improvements, analyzing business needs and documenting the business requirements in Business Requirement Documents (BRDs), reviewing design documents, preparing test cases, reviewing training materials, providing guidance during the deployments and supporting the operational processes. I am also leading the efforts for defining the standards around processes and training the team on adaptation of new tools.

Service related capabilities I have been responsible for include Order capture, warranty entitlement checks, service order management, trade order management, order routing, invoicing, Returns Processing, Warranty and Labor Claim processing, workforce management (dispatching of service technicians and parts for repair), Enquiry Management, Global Trade checks, Bulk ordering, B2B ordering, Bill of Materials, ATP checks, outbound and reverse logistics and Complaints processing.

Projects:
Pan HP OSS project
Scope: Outsourcing of commercial hardware service to external partners.
Business areas I was responsible for: Order Management and Supply Chain including order creation and fulfillment, Inventory Management, Logistics and Reverse Logistics, integration with Pricing and Finance and integration with outsourced service providers.

Flextronics Onboarding:
Scope: Onboard Flextronics as an OSS partner for HP PSG Commercial support.
Business areas I was responsible for: Order validation, order acceptance, inventory allocation, ATP, Shipment, Order cancellation, RMA processing, Analytics & Reporting.

Service order management:
Scope: Service Order Management in SAP CRM for IPG & PSG Consumer service
Business areas I was responsible for: Service Catalog, Service Order Capture, Warranty Entitlement, integration of SAP CRM with SAP ERP and other legacy systems.

SAP CRM Upgrade from 4.0 to CRM2007:
My responsibilities: Business lead for the upgrade. Educate the business team on the new capabilities of CRM2007, work with SAP to close gaps in the solution, work with IT to identify solutions, refine the business processes to take advantage of the new capabilities, prepare the WBS for the project, prepare test cases, help with the training material and organize the support infrastructure during go live.

Development Architect
Confidential, (Jan 2006 - Nov 2006)

Responsible for building service management functionality and search engine integration into CRM OnDemand application. My role involved understanding customer scenarios, working with partners to identify the right integration points, researching and making technology choices, leading teams in design and development, working with central teams to make sure CRM teams adhere to SAP product standards and provide content to technical writers for the installation guides and user guides. I also led a team overseas for the development of CRM On Demand Service Management.

Lead Developer
Confidential, (July 2001 - Jan 2006)

Led a team to design and develop Intent-driven interaction and Analytics for IC WebClient. This is intended to guide the agents while they are interacting with the customers and to provide analytics to supervisors on call center performance. The technologies used include CRM middleware, CRM 5.1 UI model and SAP BW.

Designed and developed ABAP web services for key IC WebClient functionality to provide better integration of IC WebClient with external applications.

Responsible for the development of Alert functionality and Event Management in IC WebClient. Worked on the development of Transaction Launcher, which facilitates the integration of IC WebClient with other applications.

Led the SAP Netweaver Java adaptation of IC WebClient applications. Implemented XCM configuration for IC WebClient. Led the implementation of java supportability features (CCMS, GRMG, SAT) for IC WebClient scenario.

I was responsible for defining the source code structure for the java code line of IC WebClient, creating the Ant based build files, getting the first IC WebClient code line deployed into SAP J2EE Engine and establishing a process to have the build, release and patch running smoothly for IC WebClient scenario.

Designed and led a team to develop an XPRA report to migrate all XML customization of IC WebClient components to database tables.
Coached a team overseas on all the above areas on how to best support the customers.

Senior Application Engineer
Confidential, Cupertino, CA (Jan 2001 - July 2001)

Responsible for building the product catalog functionality into Chordiant application.
Worked on displaying the customer interaction history for Chordiant Customer Service application on a web browser.

Senior Application Developer,
Confidential, Redwood Shores, CA, March 1999 - Nov 2000

Responsible for the Pricing module of Sales for Communications. Worked closely with the Advanced Pricing Team in Oracle Manufacturing, to integrate Advanced Pricing with Sales for Communications. Also, worked on integrating Order Management, Inventory, Configurator, Installed Base, Order Capture, iStore and TCA Customer Model in Sales for Communications. Developed the Order Workbench screen using Oracle Forms.

Prepared a data mapping document which maps out the telecom scenarios in Product Catalog, integrated with Advanced Pricing, Bill of Materials and Inventory. Worked with the product management team to gather the requirements to support Value Added Tax in Industrial Billing System.

Software Engineer
Confidential, Santa Clara, CA. (July, 1996 -- March, 1999)

As part of the Mobile Technology group in Vantive, designed and developed data synchronization module of the Vantive-On-The-Go (VOTG) product, using COM and C++. I was also responsible for the design and development of database schema and scripts for creating and maintaining VOTG configuration data.
I worked on implementing Oracle multi-schema support for Vantive Server and implemented notifications and alarm daemon for VOTG.

Performedtheporting of the server, client and the web server and the Vantive Mobile product from the native SunOS platform to Solaris, HP-UX, AIX, NCR and DGUX. This involves working with C, C++, Xlib/Motif, Oracle, Sybase, MSSQL Server, Informix and SQL Anywhere. I worked on the Performance benchmark of Vantive and the Vantive On-The-Go.

Software Engineer/ Scientist
Confidential, India. (August 1993 -- June, 1996)

Designed and developed a Case Based Reasoning package for Image Interpretation.
Developed software forAutomatic Feature Recognition in images using back propagation neural network and genetic algorithm techniques. Implemented various image feature extraction algorithms. Worked on 3D modeling and Simulation using Multigen, OpenGL, C and Performer.