Senior Siebel CRM Global Support Engineer, Analyst Resume Orlando - Hire IT People

TECHNICAL SKILLS

Operating Systems: Windows 7, Windows 10,Windows Server 2008 and Linux

Languages: Java, C#, PHP, SQL, HTML5, Javascript, Jquery,CSS, Fortran,C/AL,SAS

Frameworks: JEE (JSP, Servlets, JDBC), ASP.NET, read - knowledge about the Spring framework

Database skills: have installed and used MySQL and SQL Server, know DML and DDL, know basics of database design(1-1,1-m,m-m) and ER-Diagrams

IDEs: Eclipse IDE, Visual Studio Express, Visual Web Studio Express, Visual C++

Servers: Tomcat, JBoss, IIS, Joomla, Komodo Edit

DB Servers: MySQL, SQL Server

Patterns familiar with: MVC, DAO, Factory, Facade, Singleton, Prototype

Other relevant: Knowledge about SDLC, UML, Hibernate, Android, Primefaces, Spring Roo and have installed and used XAMPP and WAMP and MEAN stack.

PROFESSIONAL EXPERIENCE

Confidential, Orlando

Senior Siebel CRM Global Support Engineer, Analyst

Responsibilities:

Worked as a senior Siebel CRM global support engineer managing and handling almost 20 or more technical accounts monthly.
Resolving, troubleshooting, testing, researching and triage technical service requests.
Published almost 12 knowledge documents.
ODM process certified and KM author certified.
Also achieved support star customer service award within a few months of joining Oracle.
Dealt with Siebel installation and patching issues, Client Side Open UI issues which involved analysis of the front end code such as html5, CSS and JavaScript and comparing with our vanilla versions. OS and browser issues, Accessibility complaint issues and work flow issues. Also dealt with some core issues such as performance, crash and hang issues as well.
Also handled non - technical SRs about licensing and service agreements.
Analysis also included testing, analyzing server and sql trace logs, gathering information from the customers and conducting Web ex web conferences
Handled escalated and sev1, sev 2, sev 3 and sev 4 SRs
Handled Cluster Technical Coordinator (CTC) role effectively.
Used tools such as fiddler and wire shark for further analysis.
Took trainings such as Siebel CRM administrator, installation, marketing and loyalty administration trainings and public, private and managed cloud environment trainings
Constantly talking to customers, clarifying and verifying the issues and bringing it to complete resolution by researching and collaborating with various teams and development as well as gathering information from product managers and support managers.
Supported all Siebel CRM products such as Call center, Field Service, Marketing, HTIM, eService, Loyalty, Financials, CTMS (cloud)etc.
Also contributed to our community blog on various issues
Used Oracle VM ware lab environment for testing
Supported both on premise and cloud Siebel crm customers globally.
Knowledge of Siebel architecture, LDAP user authentications and Open UI architecture.

Confidential

Project Management/ Transactions Operations Department

Responsibilities:

Worked with IBM Mainframe, Pep plus software, Sql server, and SSRS
Attended stakeholder meetings, meetings with IBM contractors and team managers.
Took OFAC,AML and Change control management courses.
Business requirements gathering
Business process improvement
EDI Operations Analysis Daily task analysis
Documentation Process for EDI department (used Microsoft Visio)
Scripting and developing macros
SSRS and IBM Cognos Reporting
Six Sigma Experience (10% paper reduction and reducing daily task time)
Helping SunTrust develop ASP.net web forms for their migrated data from access databases to their sql server databases

Confidential, Orlando, FL

Microsoft Dynamics support engineer

Responsibilities:

Worked as a Microsoft Dynamics Navision ERP/CRM product Developer/Analyst.
Designing Reports using SQL server reporting services (SSRS) and visual studio 2010.
Integrating Share point 2010 to Dynamics Navision 2013.
Developing process only reports and testing specification tables.
Reading logs, documentation and debugging.
Replicating errors and testing it.
Financial, Inventory, Jobs and Services and Manufacturing data Analysis.
Making appropriate changes in C/AL code according to user needs.
Gathering requirements from customers and modifying objects and adding functionalities
Working with SQL server database, visual studio, share point, C/AL and C#
Stay up to date on new product lines and /or features of NAV
Customizing reports, charts, graphs and dashboards according to customer needs.
RTC troubleshoot and support
Self-study on other modules to stay informed of processes
Research Microsoft dynamics forums such as Mibuso, msdn or Dynamic users to resolveissues for the end users
Assist end users with support calls for NAV.

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Senior Siebel Crm Global Support Engineer, Analyst Resume

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