EXPERIENCE SUMMARY

• Over 11 years of IT experience as Solution Architect, Business Analyst, Designer, Team Lead, Developer, System tester and Application support associate of full life cycle commercial applications.
• Over 9 years of experience in Siebel CRM Technologies.
• Worked for clients such as AT&T – USA , British Telecom - UK, Hutch- Indonesia,
• Extensive experience and knowledge in Siebel Architecture, Siebel Design, Data Model, Configuration, Integration, Testing, Migration, EAI, EIM and Workflows
• Siebel 7.7 Certified Consultant, Siebel 7.8 COM trained.
• Visa Status – H1B (valid till Oct-13)

ACADEMICS 
Bachelor of Engineering (BE) in Computer Science & Engineering, Confidential Dharwad, India, 1999

TECHNICAL SUMMARY

• CRM: Siebel 6/7.x/8.x, Siebel Tools 6/7.x /8.x
  Siebel EAI, Siebel eScripting, Siebel EIM, Siebel Workflows, Siebel Business Services, Siebel Smart Script.
  Siebel Analytics 7.5.2 (Oracle OBIEE)
  Contact Central Client 2.3
• Siebel Applications: Siebel Communications
  Siebel Call Center, Siebel Sales , Siebel Marketing, Siebel Service
  Siebel Partner Manager
• Programming Languages: C, C++, SQL, PL/SQL , Shell Scripting and Java
• Database: Oracle 8.x/9.x, MS Access and MySql 3.x
• Operating System: Windows 9x/NT/2000/XP, Unix and Sun Solaris 8
• Tools: SAS Data Integration Studio 4.2, Mercury Quality Center, Clear Quest, Erwin Data Modeler, Requisite Pro, Kintana

Confidential

• ROME (eCRM) - Confidential, Middletown, New Jersey. (Oct 2007 to Till Date)

Revenue and opportunity management environment (ROME) is the sales funnel tool for the integrated wireline and mobility users. Enterprise and small business customers use the application for the campaign & lead management, Opportunity, account management, ordering and support request. 
As a IT Business Analyst was responsible for the following:

• Analyze the business requirements and define the solution approach that includes the architecture recommendations, interfaces between applications, data flows between systems.
• Work closely with other applications Solutions Architects on solution approaches.
• Analyze the business requirements and map to Siebel functionality and find the functional gaps.
• Produce the system requirements document that contains the Siebel specific system requirements for the functional gaps, business process flows, screen mock-ups, business functions, and logical data model to represent the business object relationships.
• Perform the Siebel architect role and represent as SME for ROME on customer meetings.
• Prepare the interface agreement document, which contains the data elements, format and validations, data transfer frequency, data transfer methods.
• Participate in design preparation, project planning, data migration planning and artifact preparation.
• Involved in the design of bulk data loads, real-time data feed from multiple systems.
• High level estimate preparation and reviews the estimates from Vendor companies and provide the feedback to business with comments.

Environment: Siebel 7.8.x (CME) and Oracle 9i

• Confidential – Hutchison, Indonesia. (Mar 2006 to Sep 2007 - 18 months)

Confidential is a Green Field project with the scope of an end-to-end implementation of CRM, Billing system, EAI, CTI – IVR, Provisioning, Mediation, and Notification for Hutchison Telecom Indonesia. Scope of work includes Hardware, Software installation and commissioning and managed services. The implementation of Account Management, Product Management, Resource management, Service Request and Trouble Ticket management, Order Management functionality were also in the scope of the project. The above mentioned modules are in the scope of CRM along with integration with other systems.
As a Siebel Designer / Team Lead was responsible for the following:

• Capture the requirements during Customer Workshops of Account management (AM) functional module.
• Prepare the Siebel approach document includes the Business Processes along with Siebel screen layouts for AM module.
• Discuss the solution design approach with other interfacing systems (Billing, eAI and Notification System) and finalize the approach and tech notes.
• Produce the High Level Design (Functional Specification Document - FSD).
• Review the FSDs with customer, testing and development team.
• Review the low level design documents (LLD), test cases and training manuals for AM module.
• Lead the Siebel configuration based on the design document.
• Prepare the prototype and present to the customer.
• Unit test and review that account management build.
• Ownership of module delivery and bug fixes.
• Lead account management team and mentor the team members.

Environment: Siebel 7.8.x (CME) and Oracle 9i

• Confidential, KSA. ( Feb 2005 to Feb 2006 – 13 Months)

Confidential is second mobile operator in Kingdom. Mobily is the official brand name of EE. Mobily offers services such as Prepaid and Postpaid SIM Cards with five customer friendly packages, voicemail, news and data download from Mobily portal, SMS, MMS, missed call notification, WAP and Internet Browsing. The main system stack comprised of ePortal (Web channel), Siebel (CRM), IBM MQSeries (EAI), Infranet Portal (Billing) and in-house developed Mediation/Provisioning system. The CRM scope includes functional modules such as Customer Management, Order Management, SIM and Number Management, Service Request Management, Payments, Contract Management, Collection, Credit and Fraud Management, Partner Management and Product Management.
As a Siebel Designer / Team Lead was responsible for the following:

• Capture requirements during Requirements Workshops of Payments functional area.
• Prepare Siebel approach i.e. Business Processes along with Siebel screen dumps for above two areas.
• Present Payments solution approach to business users by means of Business Process Walkthrough and explaining associated Siebel screen dumps.
• Producing High Level Design (Functional Specification Document - FSD).
• Reviewing low level design documents for payments module.
• Configuring payments module according to LLD.
• Worked with Siebel Tools and Client in configuration and customization of Siebel Objects at multiple levels like but not limited to Applets, Business Components, Screens, Views, Joins, Links, MVGs, Pick Lists, Associate & Shuttle Applets, Toggle Applets and Drilldowns.
• Ownership of payments functional specification document and low-level design document.
• Unit testing and reviewing payments build.
• Lead and mentor the team.

Environment: Siebel 7.7.x (CME) and Oracle 9i

• Confidential, U.K.(Apr 2004 to Jan 2005 – 10 months)

OneView is the name of BT Retail’s transformation programme, which aimed at reducing the current three business units (Consumer, Business and Major Business) into two by creation of BT OneView (Volume CRM) and One Siebel (AMP). OneView covers the current Consumer customer base plus the majority of Business customers who are considered to be small enterprises and are suitable for managing alongside of Consumer customers. It is the main desktop application within CCC, giving customers’ one view of BT and, more importantly, giving BT one view of their customers. OneView has various interfaces – Vitria for order fulfilment, BT.Com for web channel integration, Bank Wizard for validating Bank details, Equifax for credit vetting, Geneva for Billing etc.
As a Team member was responsible for the following:

• Worked as a developer for the releases of One View Siebel CRM.
• Document the design document and work on the change request received from the customer.
• Worked with Siebel Tools and Client in configuration and customization of Siebel Objects at multiple levels like but not limited to Applets, Business Components, Screens, Views, Joins, Links, MVGs, Pick Lists, Associate & Shuttle Applets, Toggle Applets and Drilldowns.
• Write business services that can be re-used on workflows and other object level eScripts.
• Prepare the IFB files, write staging scripts to load the data to EIM tables and execute the server process to run the EIM jobs.
• Prepare the COM tools to load reference data on multiple tables when customer launches a new product.
• Design and implement workflows which will trigger by repeating component request (RCR).
• Co-ordinate with onsite developers for integrating the development.

Environment: Siebel 7.5. x, Siebel Tools 7.5.3, Windows 2000 and Oracle 9i

• Confidential, Essex, UK (May 2003 to Mar 2004 – 11 Months)

Confidential is BT\'s Customer Relationship Management (CRM) application. It has been tailored to BT’s own business processes and needs using customisable software produced by Siebel Systems. Siebel Converge is one of the largest CRM systems in Europe. Siebel Converge initially deployed to BT Major Business users and the platform encompasses users from BT Global Services, BT Northern Ireland and BT Americas. Users from across groups at BT Retail are working on a unified Siebel platform where accounts are shared so that they can be worked on together, enabling entire virtual teams to view each other’s activities and information on shared customers. 
The i-View system is a Siebel Analytics web-enabled solution based on Siebel data that will provide push button reporting capabilities. It aims to fulfil all core reporting needs for Major Business in a systematic and unified way, enabling visibility of business information, supporting educated and faster decision-making.
Contact Central is a complete, end-to-end solution that integrates e-business software and IP communications technology at a single stroke. With Contact Central, customer can get in touch by voice, mobile, email, text chat, web collaboration or fax. Contact Central can handle all these forms of customer communication; queuing events, and either handling them automatically, or passing them to the advisors via a user-defined routing plan.
As a Team member was responsible for the following:

• Design, develop and implement the change requests (CRs) for the Siebel Converge maintenance releases.
• Performed the unit testing and system integration testing (SIT) activities on BT Major Business - Siebel converge releases 12, 13, 14, BT i-View Releases 3, 4, 5 and Contact Central (CTI).
• Understand the HLDs and LLDs and prepare test plans and test scripts to various work packages.
• Contact Central (CC) client installation and configuration with Siebel Converge to get an environment works for call center activities.
• Perform the SIT activities for Siebel Analytics i-View on analytics dashboards, answers, Analytics security and incremental data load.
• Coordinate the offshore and onsite i-View team with business integration team and provided the necessary instructions and data inputs.
• Carried out SIT activities on Windows XP operating system machine compatibility with Siebel Converge and other interfaces.
• Performed the basic activities of Siebel converge with major interfaces (BES, CC, Trillium and Security Tool) on Windows XP operating system machines.

Environment: Siebel Enterprise 6.0.1, Siebel Analytics 7.5.2, Contact Central 2.3, Windows 98/NT/2000/XP and Oracle 8.1

Confidential, UK (Aug 2002 to April 2003 – 9 months)

Siebel Converge is BT Major Business’s CRM Application. This application has deployed over eight thousand BT employees across marketing, sales, and provision and repair community. Specifically, Siebel Converge will create the informational infrastructure relied on, and required by, BT. Create a superb customer experience due to the increased visibility of customer information. This system is build up in Siebel 6 and oracle 8.1.7 database. The project team provides supports for second and third line of Siebel converge application include Siebel server and oracle database related issues.

Fault management System (FMS), is a web based time sheet application for Siebel Converge support project, deployed on Oracle 7.3 and Sun Solaris 7

As a Team Member was responsible for the following:

• Provide second and third line support for BT Siebel Converge releases 9, 10 and 11.
• Design, develop and implement the change requests (CRs) for the maintenance releases.
• Activities including handling faults raised by customers and proactive faults raised from the Siebel servers.
• Liaison with the Onsite support group to determine fault analysis and resolution.
• Design and develop the in-life issue fixes for the application.
• Run the Siebel server processes and Enterprise Integration manager (EIM) jobs as in when required.
• Support for remote administration, activities includes client movement from a server, client activation and deactivation, DB extract and other related activities.
• Monitor the transaction processor/router and merger activities.
• Worked on Siebel tools to solve application bugs and provide solution to fix the issues on the system.
• Solving issues related to Siebel application server, activities including checking the log files find out the issues and rerun the process.
• Expertise on Siebel Converge service (provision and repair) application.
• Prepare fault resolution methodology (FRM) document for new category of faults.
• Performed Sun Solaris server administration activities.

Environment: Siebel 6.0, Siebel Tools 6.0. 1, Oracle 8.x, Java, JSP, Windows 98/NT/2000 and Sun Solaris 7

Confidential.

• Confidential: Online resource manager (Dec 2001 to July 2002 – 8 months)

Online Resource Manager (ORM) is the project developed for Realsoft Consultancy. The main objective of this project is to speed up the activities of a consulting organization. Activities include registration, profile submission, job search, evaluation of candidate online etc. This project is implemented for job seekers and employers. Employer can post there advertisement on the site online and even they can provide an online test for their candidate to evaluate. Technologies used mainly weblogic, java and related software.

As a Team Member was involved in the following:

• Requirement capturing for the project, prepared design documents and the timescales report.
• Lead the team for the coding of the WebPages and the EJBs.
• Designed entity beans and session beans and deployed them on the Weblogic Server
• Used model view controller Architecture (MVC) to implement the project.
• Design and development of EJBs and deployed them on weblogic Server.
• Implemented EJB clients to access the Enterprise beans using JNDI.
• Coordinated meeting with clients and involved in Customer acceptance testing (CAT.
• Provided support for server and database administration teams.
• Unit and System testing for the entire System.

Environment: JSP, EJB, Java beans, Weblogic 6, My SQL 3.X and Windows NT.

• Confidential (April 2001 to Nov 2001 (8 months)

This project is for automating the procedures of a publisher which has braches across the country. Project had two modules, internet and intranet. Main activities of this intranet site is to manage the stock, accounting and billing. All the coding is done on JSP and other java technologies back end database was MYSQL. Internet site provides the functionalities of purchasing books and other products from the publisher online and check the latest catalogues from the sites. News letters and offers are notified to the customer by e-mails.

• Feasibility study and requirement analysis and design of the system.
• Used model view controller Architecture (MVC) to implement the project.
• Installing and configuring the Apache web server with tomcat
• Generation of JSP pages and html content with client side Script.
• Compatibility testing on different browsers.
• Set-up the test environments and done the unit and system testing for the system.
• April 2000- March 2001 (12 months)

Cyber Center Administration

This software is developed for a company which has several cyber centers across the city. All the validations and the time and money calculations are done. Reporting facilities are available to get the total transaction across the centers.

Developed Chat Application & web sites

Chat application product developed for a company to use for their internal online support. The RMI Server component will allow multiple users to communicate with the server and transferring messages across the clients.

Involved in e-Commerce web site development. User registration facilities, login and queries are answered online.

• Involved in the design of the software
• Coded for designed Applets using Swings.
• Implemented RMI Server for communicating with the Client Applets on browsers.
• Implemented multithreaded environment for receiving new users and messages.
• Unit and System Testing for the entire software System.

WORKSHOPS/TRAINING PROGRAMS ATTENDED

• Siebel Customer Order Management (Siebel 7.8), Conducted by Siebel Systems, Duration: One week, August 2005
• Siebel 7.7 Migration Training, Conducted by Siebel Systems, Duration: One week, February 2005
• Siebel 7.5 Core Consultant Certification training, Duration: 3 weeks: March 2004
• Oracle and PL/SQL: Tech Mahindra internal training, Duration: 5 days: March 2002
• Basic Telecom: Tech Mahindra internal training, Duration: 5 days: January 2002
• Sun Solaris Administration: Conducted by Q-Soft Systems, Bangalore, Duration: 3 weeks, March 2002
• Java and Advanced Java: Conducted by RealSoft, Bangalore One month, April 2000.