KEY SKILLS:

• Project management
• Business analysis
• SDLC/Agile Scrum implementation
• Requirements gathering
• Business process mapping
• System configuration
• System analysis
• Data analysis
• QA/Testing
• Change/Incident/Problem/
• Development/Support
• Data Migration/Upgrades
• Confidential
• Confidential
• New York times
• Lexis Nexis
• TIAA - CREF
• Sun Life Financials
• Confidential
• General Motors
• Medtronic
• Saudi Tel co

TECHNICAL SKILLS:

OLTP/OLAP systems: Siebel 7.x/8.x, SFDC, OBIEE

Programming Languages: Java script, VB script, PL/SQL

Change/Incident/Release management: HP Service Manager, ServiceNow, TeamTrack, MQC, Peregrine

Office tools: MS Visio, MS- Project, Excel, Word, Power Point

Database & tools: Oracle 10/11g, Exadata, SQL Server, DB2, Toad, WinSQL

Operating systems: Windows, Unix

Functional Domains: Banking and Financial ServicesMedia, Pharma, Healthcare, Insurance, Automotive, Telecomm

CRM Business Processes: Product/Pricing Management, Order Management, Quote to Order process, Sales Cloud, Service Cloud

PROFESSIONAL EXPERIENCE:

Confidential, San Jose, CA

Project Manager/Business Analyst -CRM

Responsibilities:

• Lead a team of 6 Analysts to enhance the Salesforce and next-gen Portal applications for Case Management capabilities to support Quote to Cash cycle
• Completely oversaw the scheduling & delivery of multiple application releases into production environment for various tracks such as Interaction Channel, Agent Workspace and On-Boarding
• Closely worked with client portfolio managers and Pillar leads on prioritization, establishing schedule on enhancements & provided estimated billable hours needed for new application builds
• Worked on creation & management of requirement documents i.e - business requirement document (BRD), business process mapping document, use cases, system functional specification documents etc
• Lead the weekly status meetings with Pillar leads & Confidential Management and Prepared status reports/dashboards and analytics reports highlighting # of tickets raised/Priority issues/in-time resolution, escalation, root causes analysis & steps on remedial actions
• Led requirements gathering phase through JAD, interviews, workshops and Brainstorming sessions with Business, external vendor and internal application users for CRM applications
• Coordinated sales presentations, proposals and collateral for implementation and administrative functions which include but are not limited to User management, Funnel management, configuration/customization, reports and dashboard development.

Confidential, Cupertino, CA

Project Manager/Business Analyst -CRM

Responsibilities:

• Lead a team of 8 to support key CRM systems (Siebel, SFDC & portal applications) & OBIEE suite for all branch/call center users
• Successfully implemented the scheduling & delivery of 8+ application releases into production environment
• Facilitator and In-charge of conducting JAD, interviews, workshops and Brainstorming sessions
• Prepared the business artifacts documents like BRD, FR, Use cases document etc.
• In charge of requirements gathering via work shop sessions with client IT/business users & translating to the Off-shore team for technical design, implementation & deployment
• Worked closely with Quality Assurance team to validate required functionalities & ensure quality of the application during load testing, security testing, functional testing
• Ensured that the project adhered to a right configuration management process via periodic reviews of the support team
• Coordinated production defects, documented the change requests and the project’s change and release management process
• Coordinated the code review sessions/health check with Oracle Siebel Expert Services

Confidential

Project Manager/ Business Analyst -CRM

Responsibilities:

• Led requirements gathering phase through JAD, interviews, workshops and Brainstorming sessions with client, external vendor and internal application users for CRM applications
• Led the Design, Development and Testing teams to implement right solution for business
• Produce Functional and Technical requirements documentation for business processes such as Response Tracking, Opportunity Tracking, Revenue Management, Campaign/Offer/Product management for Sunlife members.
• Worked with executive staff members to formulate project schedules
• Demonstrated the application to the client at various phases of project
• Managed, Coordinated and supported the offshore teams to ensure the smooth Production Go-Live
• Designed and built integration architecture between various front and back end systems to allow web based product ordering and fulfillment and tracking

Confidential, New Providence, NJ

Techno Functional Lead-CRM

Responsibilities:

• Worked with the business leads to define the business processes to serve the customer and order fulfillment process in CRM apps
• Created requirement documents- Use cases, Business requirement document, Functional requirement document and other business artifacts
• Worked with number of other program teams to prepare cross functional requirement document
• Managed the scheduling and delivery of application releases into the Production environment
• Led the Development and QA teams to ensure all requirements are implemented
• Provided support to training team member and business stakeholders to implement the solution across organization
• Led the team to perform the Data analysis

Confidential, New York City, NY

Techno Functional Consultant-CRM

Responsibilities:

• Carry out analysis of requirements and delegate that among other analyst team members for CRM Siebel Sales application
• Worked with the team to prepare business artifacts documents like BRD, FR, Use cases document etc.
• Managed coordination among analysts team, designers, architects and other stakeholders
• Led the QA team to prepare test case for functional and non-functional users testing
• Led the Documentation of system designs, interfaces data requirements, data migration and process flows that involves Order creation/submission, various transactions on the customers, prospects, Campaign/Offer/Product management for circulation/digital products
• Worked with system owners to carry out application assessment and plan for application retirement
• Supported post deployment activities onsite at the NYT call centers

Confidential, Charlotte, NC

Techno Functional Consultant-CRM

Responsibilities:

• Led the Support team for Siebel Financial application, to provide Problem Analysis and Identification of functional requirements pertaining to critical business processes
• Responsible for Planning the Point releases and other major rollout deployments.
• Ensured earliest Resolution of critical issues reported by the production users according to the SLA
• Planned knowledge sharing sessions with team members and complete work assignment as per the resource skills and bandwidth.
• Provided support to the Confidential training department through training sessions that helps to build an interactive training experience for the end users.
• Provided 24 hour on call support during the pre go-live phase of each release of the projects

Confidential, Charlotte, NC

Techno Functional Consultant - CRM

Responsibilities:

• Led business and system requirements for Performance Management module
• Liaison with client, technical staff of the existing systems, key business stakeholders to understand and validate the business needs and the criticality of business functions.
• Prepared detailed technical design using Confidential ’s design templates and applying design best practices.
• Monitored and address defects raised by the QA team through the HP quality control system.
• Carried out functional design for complex database queries and scripts as per and user requests.

Confidential

Siebel Support OLTP Lead

Responsibilities:

• Published report on technical defects closed/opened and tickets which requires business clarification during the testing phase
• Worked with Siebel support to provide necessary problem evidence and reach a faster and accurate resolution for the Siebel service requests
• Coordinated SCM & DP processes for Quality Audits, defect free delivery
• Coordinated SCM & DP processes for Quality Audits, defect free delivery
• Discussion and Sharing of workloads, timely escalation of issues/concerns
• Identified areas of improvement and plan training & knowledge sharing sessions for team competency building

Confidential

Siebel Techno Functional Consultant

Responsibilities:

• Performed feasibility analysis and providing work around to complex custom features not supported out of box by the Siebel CRM
• Customization of the Siebel repository objects that include UI/Business/Data layers to fulfil business requireements
• Supported offshore team during different testing phases and fixed Defects and Change Requests raised by them