SUMMARY:

Dynamic goal oriented, creative and dependable IT professional with valuable experience in implementing, administering and maintaining CRM applications. Excellent ability to work in teams as well as individually to achieve goals in a fast - paced environment while maintaining optimum communication with clients, developers and management. Possess proven ability to handle complex and time sensitive problems in a mature and rational manner. Multilingual (English, Hindi and Gujarati) with strong organizational and communication skills to effectively forge productive partnerships with internal and external team members. Strong ability to learn and master new tools, concepts and techniques in reasonably short period of time frame.

COMPUTER SKILLS:

Siebel Server Installation

Siebel Gateway Server Installation

Siebel Web Server Extensions Installation

Siebel Security/Authentication Administration

Siebel Load Balancing

Siebel CTI Integration

Actuate Report Server

Oracle Business Intelligence Enterprise Edition (OBIEE)

WebSphere 6.1/7 Administration

BusinesObjects

Oracle 10g, 11i

IBM DB2 8.x, 9.x

Microsoft SQL Server 2003, 2008

SISNAPI (Siebel)

TCP/IP, SNMP, SMTPBIG-IP F5

Cisco CSS/ACE

WireShark

TeaLeaf

VMWare

Microsoft Virtual Server

RDP, VNC

Oracle Linux Virtualization

Windows 2003, 2008 Servers, Windows 7, Vista, XP

AIX

Solaris

Linux

Load Runner

DBX, WinDbg

Performance Monitoring

Tivoli ITCAM for Siebel

Control-M, CA Wily, Active Directory

Dimensions

C/C#/VB, .NET, JavaScriptsWindows Scripting

Unix Shell Scripting

PROFESSIONAL EXPERIENCE:

Confidential, Chapel Hill, North Carolina

Senior Application Engineer (Siebel, WebShpere)

Responsibilities:

• Joined the leading Healthcare Insurance Company to manage end-to-end production support and administration of Siebel Application Servers and WebSphere Application Servers for their Call Center environment and online insurance sales application.
• Became the subject matter expert for the team and knowledge lead for the company for their corporate and operational excellence projects related to Siebel Applications.
• Perform administration and maintenance of Siebel application servers supporting almost 5000 call center representatives and online insurance purchasing system.
• Configure and troubleshoot several boundary systems such as Web Server and Application load-balancers, SeeBeyond, PowerMHS, Voice Response Units and Networking hardware.
• Fully responsible for core Siebel administration tasks in Test, Dev, QA, Pstage and Production environment.
• Implemented Gateway server failover on Windows 2008 cluster.
• Determine best practices and manage documentation. Increase Efficiency through implementation of best practices and process automation. Authored internal documents which streamline Siebel web application maintenance.
• Perform frequent Siebel SRF and Repository migrations from one environment to another.
• Configured and maintained Siebel security with Active Directory
• Investigate and troubleshoot networking bottlenecks arising from Cisco routers and Content Switches such as Cisco CSS 11500 series and Cisco ACE load balancer.
• Troubleshoot several aspects of Siebel application such has browser hangs, slow performance, crashes, memory leaks and user login issues.
• Provide 24x7 on call support for any Siebel administration related issues and comply with SLA’s.
• Mentor junior administrators and help them ramp up their skill sets to effectively manage mission critical and complex environments.
• Administer and maintain Actuate Reporting servers which interact with Siebel application to generate insurance purchase reports for current and potential customers.
• Automation:
• Development Environment: Automated the daily SRF compilation as well as migration of the SRF and Browser Scripts to Siebel Servers by writing windows and unix shell scripts and setting up Siebel Tools Servers.
• QA/PStage/Production: Automated the SRF migrations based on approval requests. Automation also included zero down-time change as well.
• Monitoring:
• Used Keynote to set up Siebel transaction monitoring based on the availability.
• Configured ITCAM (IBM Tivoli) agents for Siebel to monitor the availability of all Siebel components and system health.
• Configured and Automated SARM with CA Wily to collect and report performance data for Siebel application response times.
• Designed, developed and presented an upgrade plan for Siebel Servers and application.
• Drive capacity planning to ensure application is scaled to meet current and projected capacities.
• Perform Siebel data refreshes from production to all lower environments which included user data, responsibilities, positions, employees, LOVs and Siebel File System..
• Install, configure and administer WebSphere application servers, Web services, and IHS Web Servers
• Fully engage in all activities pertinent to deployments of J2EE applications
• Maintained WebSphere environment resources, assuring continuous WebSphere applications’ availability and high performance
• Quickly resolve highly complex technical issues, identifying quick fixes followed by well-defined permanent solutions.
• Create and maintain UNIX scripts that automate recurring administrative activities.

Confidential - Raleigh, North Carolina

Senior Technical Support Engineer

Responsibilities:

• Joined the leading CRM Software Company to provide technical support to their CRM Suite of applications.
• Troubleshoot and resolve complex technical issues logged by customers of Siebel Business Applications. Concentration included Core Server Functional Area.
• Maintained lead and subject matter expertise in System Administration, File System, Security Authentication, Resonate, BIG-IP and Siebel Native Load Balancing, Document Server, Object Manager, Diagnostic Tool, Gateway, SWE, Web Server, Server Manager, SR Broker/Manager, Crash, Hang, Memory Leak, Application Performance, Report Server/Actuate, Clustering
• Troubleshoot and resolve complex technical issues logged by customers on Siebel Analytics Platforms and Applications, Oracle Business Intelligence Enterprise Edition (OBIEE) Infrastructure and Oracle Business Intelligence Applications (OBI) as front team member for Oracle Business Intelligence Function Support Group.
• Presented trainings on troubleshooting crash/hang/memory leak/performance issues to Cross-Functional Technical Support Functional group
• Presented Big-IP Supportability and usability with Siebel Applications to All Technical Support Groups worldwide.
• Functioned as Expert Technical Support Engineer for testing in Siebel 7.7, 7.8 and 8.x Load balancing Readiness Corporate Project.
• Served as Primary Expert and Backup Resource Manager of the Core Server Functional Group to ensure group resource availability and Service Request escalations.
• Served as a primary contact between Resonate and Technical Support teams for issues related to Resonate load balancing specific issues.
• Maintained Resonate/Siebel supported Network Interface Cards Matrix on Siebel SupportWeb customer support site.
• Also served as a Back Line Engineer for Core Server functional Group while Primary for OBIEE Functional Group.
• Collaborate with Engineering, Development team, Product Management on OBIEE/OBI and Siebel Business Applications products.
• Interviewed prospects for Technical Support.
• Published and approved Knowledge items for the Siebel SupportWeb customer support site.
• Mentored new hire Technical Support Engineers.

Confidential

Configuration Support Manager

Responsibilities:

• Primary OBI support engineer for data requirement and collection of OBIEE/OBI products for Confidential to be used in Oracle Support Site.
• Primary OBI support engineer for data requirement and collection of OBIEE/OBI products for Confidential to be used in Oracle Support Site.

Interoperability Process Lead

Confidential

Responsibilities:

• Collaborated and developed processes to support customers between Oracle-Siebel, PeopleSoft-Siebel, and Hyperion-Siebel.
• Developed process for Sales and Consultants, and internal employees to log Service Request against OBI products without the need of customer agreement.

System Administrator

Confidential

Responsibilities:

• Administered and maintained servers for the Local Technical Support Group site. Servers included, Windows 2003 Enterprise Edition, Sun Solaris 9, 10.
• Install, configure and maintain File Server.
• Install, configure and maintain Virtual Images via VMware Products for all Siebel Business Applications versions, and OBIEE/OBI versions
• Deployed Local Environments for Technical Support Engineers testing requirements. Environments running on VMWare Virtual Server on Dell PE2650 2U Rack Servers.
• Administered Database server for local access and usage.
• Designed, developed, administered and maintained local technical support group based on .NET technology.

Technical Support

Confidential

Responsibilities:

• Deploy Siebel Business Application, OBIEE, and OBI, on Windows Servers, AIX, and Sun Solaris.
• Maintain and administer analytics of the Lab using Siebel Analytics Product.
• Add/Remove Lab Servers machines to Siebel corporate Active Directory Domain.
• Ensure that the content on the Lab portal is up to date.

Confidential - Raleigh, North Carolina

Web Developer

Responsibilities:

• Develop dynamic data driven secure web sites for customers using ASP, Visual InterDev, Macromedia Dreamweaver, SQL Server Databases, JavaScript, and HTML.
• Configure websites for hosting on Windows 2000 Server.
• Website included for Medical agencies, Recruiting agencies, Local Organizations, Fire Departments, Video Game Manufacturers, and more.
• Train/Mentor new hires.

Confidential, Greensboro, North Carolina

Web Designer & Developer

Responsibilities:

• Developed, Designed and Administered dynamic main intranet site for the company using ASP, SQL Server database, Visual InterDev.
• Updated “SYMAN” Training Database for the site.
• Maintain company’s Y2K compliance, contingency plans, and readiness