Profile Summary

• Over 12 years of experience in IT with a concentration in the CRM & J2EE domains, supported with certifications in Amdocs Clarify & Sun Java.
• In depth knowledge of the software development life cycle as per ADM standards
• Expertise in software upgrades and deployment of application releases with, installation, acceptance, systems integration, and backend testing
• Experienced with Accenture Delivery Methodology, focusing on both delivery and process improvement
• Extensive skills leading and managing offshore projects( 5 years) as an Application specialist for Clarify CRM, Custom Java applications ,Kana DW, Brio reporting, Inquira search engine etc
• Functional knowledge of Product Support organizations and technical expertise in implementation of Clarify’s Clear Support, Clear Quality, Clear Contracts.
• Expertise in managing Support / development of Web applications hosted on the Weblogic environment
• Project manager experience leading development on application enhancements teams
• Conversant with six sigma DMAIC process. Participated in green belt project which resulted in marked improvement in the efficiency of the support team
• Trained on SAP Netweaver-EP & ABAP 4. Configured SAP R/3 Sales & Distribution module for a POC study at client location.
• Experienced career counselor and coach; Actively involved with staffing process and retention activities.
• Currently serve as SME for the Clarify capability, helping assess / build skills of other resources and share knowledge with other projects for issue resolutions.

SKILLS

CRM:

Clear Support, Clear Quality and Clear Contracts, ClearBasic and other clarify tools like UIEditor, DDEditor ,CBEx and Dataex.

RDBM:

Oracle 9i, Microsoft SQL and Microsoft Access database.

Internet tools:

HTML, DHTML, Java script

Operating System:

Solaris,Linux,Unix, Windows 2000 Professional, Windows NT 4.0

Languages:

Java 2.0 Applets, Servlets, JSP, Swings, AWT, RMI, JDBC.

ERP :SAP R/3:

version 3.1h and 4.0b of SAP R/3 software on ABAP4, and Sales and Distribution Module of SAP R/3., SAP Netweaver EP

CERTIFICATIONS

Certification in Clarify CRM from Amdocs

Certification in Java based Programming from Sun Microsystems

EDUCATION

Bachelor’s Degree in Mechanical Engineering

ADDITIONAL EDUCATION & TRAINING

Trained at GE on 6 sigma Quality Concepts

Trained on SAP Netweaver -EP (at Accenture) , SAP SD Configuration and ABAP4

Domain /Industry Expertise:

Product / Customer Support in Hi Tech Software & hardware industries
Defect / Change request management in IT industry
Application Support / IT Support
Complete SDLC & Project management on enterprise applications

Confidential,Santa Clara, CA Sep 2009 - Current
Currently working as a consultant for J2EE, DW & CRM projects.
Accenture Technology Solutions

April 2004 Aug 2009

Client Name: BEA Systems

Team Size: 15

Project Details: Clarify upgrade & support of services apps
Duration April 2004 Current

• Technical architect for Clarify and other customer support apps
• Bug fixes and enhancement on the Customer support applications
• Requirement gathering for new reports on Kana /Brio and user management
• Currently leading the Support and development team on the Clarify application.

Clarify / Webclarify Support & enhancement:

• Responsibilities include day to day interaction with the client on issues related to the application.
• Pursuant to the acquisition of BEA by Oracle, completed the migration of Clarify to Oracle tele services CRM app
• Customized the thick client for modification of UI and schema depending on the user requirement
• Created customized events for execution of cbs files to accomplish the product based entitlement rules.
• Created self service facility for creation and management of users by the respective managers.
• User management for demo users in eSupport

Application Specialist for BEA’s Enterprise Applications Support team.
Application support Lead for BEA’s Enterprise applications support, covering a wide range of technologies and processes around Packaged Applications ((Clarify, Kana, Brio, Inquira, Siebel) and customized Java Applications based on J2EE/SOA platforms.

Roles Responsibilities & Details:

• Develop the strategy and implementation roadmap for BEA’s (Oracle) Customer Support Applications. Interface with business owners (Sr. Manager / Director) within the customer’s (BEA’s) organization to collect requirements and finalize scope, create project plans and oversee project delivery / governance for these projects.
• Lead the Accenture ramp-down exercise at Oracle. This involved migration of all legacy BEA application data to Oracle applications & transition of all application support duties to Oracle’s GIT & AIT support teams.
• As the SME for Customer support services applications, represented IT in all meetings for migrating the BEA legacy apps like Clarify & customized Java apps to Oracle apps.
• Provide a roadmap for migration of legacy apps by helping plan and design the low level migration activity and coordinate with the offshore team for deliverables.
• Set up alternative environments for data mining of BEA legacy data post cut over.
• Managed the final cutover activity to Oracle apps for all supported applications
• Performed the role of Onsite offshore coordinator since Sep 2005. The role involved:
• Coordinate with the client to gather requirements, provide estimation, freeze design and coordinate build and test activities with offshore teams.
• As the application support specialist, provide direction to the business owners on enterprise level maintenance activities and coordinate business communication / approval of all maintenance activities for the supported apps.
• Host weekly meetings with the business owners to provide status updates on the achievements / issues with applications and set review the progress of any development related activities for enhancement requests.
• Daily review of support service requests and ensure timely resolution within the SLA
• Coordination with the offshore developers in resolving technical issues
• Lead and coordinate with the offshore team during scheduled and unscheduled maintenance outages (Code red).
• Served as the SPOC for any delivery related issue for customer support services applications for onsite / offshore teams.
• Coordinated the deployment activities for all customer service applications with the offshore team by delegating specific tasks and assigning roles to the onsite and offshore team members.
• Host weekly team meetings with the offshore team and discuss the status of tasks, set ETA for resolution, address resolution of issues which require onsite help etc.
• Lead effort on configuration and development of custom authenticator on Weblogic 9.1. This was developed on the JAAS framework to replace the BEA EIS auth module with Oracle Metalink API’s.
• Project Manager for all enhancement and support projects for Customer support applications.
• Manage the support team’s performance through established SLA’s and perform role of a counselor and coach for the team.
• Technical lead for coordinating the datacenter migration to Reno for the Servers hosting Customer support applications. The project involved extensive planning / coordination with the Architecture review board and testing the applications after the move. BCP and DR Servers were also setup in Reno and Redwood City.
• Led the design and development effort for all customizations on the Clarify application. Managed the project to enable future state support, the clarify case screen was customized to capture the resolution summaries and taxonomies. Guardian application was also deployed to enable future state support.
• Project lead for IT Helpdesk transformation initiative to improve customer experience / turnaround time and reduce costs by 30%. Performed volumetric analysis on legacy case data, developed solution patterns and knowledge base articles, and drove training for Helpdesk teams to successfully implement the transformation initiative.
• Technical lead for upgrade of packaged applications ( Clarify, kana , Brio etc) and custom Java applications deployed on Weblogic application server.
• Gather updates from onsite and offshore teams create weekly executive status summaries and present to the customer’s executive management.
• Manage defect and resolutions. Coordinate deployment of application releases and enterprise initiatives like deployment of Security patches, DST patches etc
• Manage day to day interactions with client executive management, sponsors and working groups
• Deliver capabilities within the organization to coordinate Enterprise Application architecture assessments, Application & infrastructure consolidation, data management, technology selection etc.
• Assisting clients in formalizing the tools and processes needed to understand how IT resources and programs could maximize returns
• Function as weblogic administrator for the customized web applications deployed on Weblogic 8 9.2

Project Name: Confidential,
Employer: Confidential,
Client: Confidential,
Duration: 6 months (Jan 2006 to June 2006)
Team Size: 4
Project Management & Technical Lead
The objective was to lay the foundation for proactive, predictive support by:
Enabling gathering of technical and customer knowledge base for development of signature files through Clarify CRM.
Proactively deliver targeted information to a customer based on “hot cases” to prevent similar problems.
Resolution : The current case screen does not have separate searchable fields to track the problem, resolution, root cause, Knowledge resources used etc. The GUI design was modified by moving the generic case /Product info to the main case screen and providing a separate screen for capturing the resolution summary of the case irrespective of the condition of the case. This is integrated with the other components of the future state support project.

Project Name: Reno Datacenter relocation
Employer: Accenture
Client: BEA Systems
Duration: 6 months (Sep 2005 to Aug 2006)
Team Size: 50
Customer Support Application Specialist
BEA is relocating all its servers from various locations in San Jose. Redwood City and Denver to a centralized datacenter at Reno. The Mission critical customer support apps have been moved to Reno with minimum problems to BEA customer support. Represented the application support in extensive meetings with the ARB and data center consultants to review the new architecture at Reno. Preparations of network diagrams and present it to the ARB All the Customer support applications have been moved to Reno with minimum impact to customer support and maintaining the same level of functionality and integrations. Responsibilities included troubleshooting and fixing any application related issues in the new environment.

Project Name: BEA Clarify CRM Upgrade Project and Post Upgrade Support
Employer: Accenture IDC
Client: BEA Systems
Duration: 4 months(Upgrade) (April 2004 to August 2004)

Technical Lead BEA Clarify CRM Upgrade Project.(April 2004 to August 2004)

• Preparation and Merging of Schema.
• Execution of Upgrade scripts.
• Debugging Log files generated during the Upgrade.
• Providing resolutions for the problems faced during the upgrade from Clarify Verion7.2.3 to Version 12.5.
• Merging of Forms post upgrade.
• Coordinating with the onsite manager to gather the User Acceptance Test feedback and lead the offshore technical team on fixing of bugs generated during the upgrade.
• Ensuring the existing functionality of Clarify 7.2.3 is completely maintained in Version 12.5. Developed the functionality of assigning cases by non owners and switch user to suit the business requirement.

BEA was running an unsupported version of Clarify CRM (7.2.3), the goal of the project was to upgrade clarify to the latest supported version (12.5) by maintaining the existing functionality and performance.
Clarify Application was integrated with various applications, the integrations needed to be maintained with multibyte character support post upgrade too.
The upgrade path followed was from 7 to 8 to 10 to 12 and finally to 12.5. Version 7 could not be upgraded to 12.5 directly as version 8, 10, 12 had been set as baselines for any future upgrades.

Quinnox Consultancy Services

Sep 2003 April 2004

8 months

Project Name: NEC ODC

Team Size: 7

Project Details: Implementation of Clarify - Clear Support ( Customer callback)

Responsibilities:

• Lead Clarify consultant for NEC CRM Implementation Project.
• Preparation of Requirement, Design, Test and Release Document.
• Development using ClearBasic and Clarify tools for Clarify CR’s
• Integrate IVR, CTI & Clarify.
• Customizing the Callback functionality by agents for NEC Customers.