SUMMARY

• Creative & results driven person having 8.5 years of Techno - Functional and Project Management experience dat includes customized CRM (Siebel 7.x,8.1 - IP2015/2016, Open UI, Siebel Remote, SFDC) and ERP (Oracle EBS)
• A self-motivated, persistent team player wif ability to adapt swiftly and believe in continuous learning
• Problem solver wif a passion for technology; skilled in grasping teh big picture, conceptualising, developing, implementing solutions, partnering closely wif business partners and stakeholders
• Experienced across Insurance, Manufacturing, Consumer Goods and Retail domains
• Presently working in Confidential . as IT Analyst in Confidential, California

PROFESSIONAL EXPERIENCE

Languages: eScript, Java, C/C++, SQL, Stored Procedures, SOQL, HTML,JavaScript, CSS

Tools Used: Siebel Tools, Warranty Management, Apex Data loader, Workbench, Inspector, Microsoft SQL Server Management Studio, Demand Tools, Talend

Databases: Oracle 9i/10g, 11g, 12c

Operating System: Windows, Unix

Version Control: Visual Source Safe, PVCS, SVN

Others: Microsoft Office, Microsoft Project, Version One, Toad, VSTS, Citrix, Assyst, HP Service Manager, HP Quality Center, SharePoint, Visio, Jira

PROFESSIONAL EXPERIENCE

Confidential, Confidential, CA

IT Analyst/Acting Project Manager

Responsibilities:

• Managed teh spending of multi-million USD set aside by teh organization for investing in Cloud based mobile app solution dat involved negotiation and demos wif multiple product and service provider companies.
• Focus on continuous improvement of enterprise systems and make sure ongoing project always stays on track.
• Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes.
• Conduct Release Readiness reviews, Milestone Reviews, Go/No-Go meetings and Retrospectives for Business and IT.
• Primary contact for Siebel, CDM, SOA and Oracle EBS related issues and their RCA for Sales Rep and Business team.
• Lead analyst for Siebel CRM related enhancements involving e-script, Configuration, EIM, XML, WSDL, VBC, EAI, JMS, Open UI, Campaigns, Surveys and Promotions.
• Produced documentation to support project delivery and ongoing enhancements by defining functional and technical specifications, data flow diagrams, test requirements and traceability matrices.
• Delivered functional and technical designs, system and application performance measurements, and business operational process improvements.
• Support teh creation and execution of test scripts to ensure dat functional requirements have been met.
• Created Open UI objects using Manifest administration, custom PM/PR files and expressions.
• Proficient working wif Oracle Support team for Oracle Service Requests raised by teh team.
• Facilitated and coordinated meetings, discussions, and user training presentations across teams.
• Coordinate issue resolution wif vendors and cross-functional teams.
• Managing internal team of developers, business analysts and QA in agile delivery mode.
• Communicate status reports, risks, and issues to program managers and CIO.

Confidential

Technology Lead - US

Responsibilities:

• Planned and conducted requirements elicitation meetings wif teh business to collect functional and non-functional requirements relating to client's Salesforce Contact Center enhancement and initiatives.
• Created data flow diagrams and process flow diagrams to facilitate better system understanding.
• Facilitated Demos and Retrospectives as SFDC Scrum Master on a frequent basis to identify problems and continuous improvement solutions.
• Worked wif teh team, Product Owner and stakeholders, identified, described, tracked, prevented and resolved risks andfacilitated removal of impediments.
• Track and communicate scrum metrics including team velocity and sprint/release progress.
• Facilitate in getting teh work done wifout coercion, assigning, or dictating teh work.
• Worked wif Salesforce inspector, Workbench, Apex Data Loader tool and Microsoft SQL Server to migrate salesforce data.
• Extensively used SQL/SOQL for querying underlying database tables and resolving data issues.
• Experienced working on custom objects, custom fields, Pick list, Validation Rules and Triggers.
• Set up visibility securities like roles, profiles, field level securities.
• Lead a team of 20 dev members at onsite (FTE & Contractors) and involved in their appraisals and regular feedback.
• Contribute to new recruitment drives for my business unit.
• Analyse RFP (Request for Proposal) documents to determine proposal requirements and criteria.

Confidential

Technology Lead - US

Responsibilities:

• Experienced in executing CRM projects at onsite-offshore locations, working closely wif technical architects, business partners and stakeholders.
• Strong understanding of Agile delivery frameworks and practices (Scrum, Kanban etc).
• Led requirements gathering sessionswif Product Owners, client, development and testing team.
• Suggested features dat enhance teh product's value based on technical and functional feasibility.
• Impact analysis across all components and upstream/downstream applications.
• Creation of Agile artifacts such as Epics and User Stories.
• Use case analysis and functional process flow documentation.
• Strong technical and functional noledge in CRM space, including Manufacturing and Insurance domain.
• Responsible for creating, managing and tracking defects in Quality Center, coming from Regression, Integration and Performance testing of systems.
• Handled User Story life cycle which includes User Story requirement gathering, functional analysis, technical design, development, unit testing, functional testing and all documentation on agile methodology.
• Actively involved in all phases of Siebel application upgrade from version 7.8 to 8.1.
• Worked on Siebel configuration, scripting, workflows, EIM, EAI, Open UI Upgrade and admin modules concerning Service Requests, Activities, Sales Orders, Contacts, Communications, Assets, Quotes, Agreements and Product Management.
• Worked on Java API’s, CTI, IO’s, IC’s and Inbound - Outbound web services as part of EAI to interact wif different system.
• Worked wif Boeing engineers and customers on Sitescope and Production issues and resolved them as per teh defined SLA’s.
• Investigated log files to find solution to application related problems.
• Lead a team of 10 Infosys developers at onsite.
• Effort estimation and release planning.

Confidential

Systems Engineer

Responsibilities:

• Configured Siebel Call Center Application (version 7.7)
• Prepared Business Scripts Using eScripts.
• Prepared Workflows as per requirements for invoking Business Scripts.
• Prepared configuration file i.e. IFB files for EIM process.
• Performed Production Support Activities for teh Siebel Call Center Application including data fix and weekly reports.
• Analyzed incidents and change requests raised by clients and provided best possible solution for teh faults.
• Responsible for resolving defects coming from Development and Production environments.
• Monitored Tivoli Batch jobs and handled issues related to batch jobs failure.
• Administration activities like Component Monitoring, File system usage, Bouncing of Servers periodically.
• Responsible for maintaining teh SLA designed for teh project and resolving teh user issues (through Assyst Tickets).
• Interacting wif users on a daily basis for resolving production issues and creating Change Requests for teh new defects found.