SUMMARY:

• Around 17 years Professional IT consulting, bringing rich & diverse experience with 14 years of Enterprise CRM implementations / 1 Year in SFDC for top Fortune 1000 companies and Federal/ non - profit organizations
• Strong Experience in CRM/SFDC Roadmap, Assessment, Evaluations/POC, Strategy and Planning
• Expertise CRM Architecture / SaaS / Data Migration / SOA which includes Enterprise Architecture Planning and Design
• Experienced in evaluating and architecting integrations with Cloud and Enterprise On-Premise Applications and Security, API Integration and SSO
• 5 Years CRM Project Management experience in Global Delivery environments delivering customer services On time and On Budget
• Program/Project Management includes SOW, Scope Management, Project Charter, Project Plan, Budget Management(Multi-Million Dollars), Resource Management, Communication Plan, UAT Plan and Execution, Risk/Mitigation Plan, Deployment Plan, Vendor Management, Transition Plan in both Agile/Scrum and Waterfall methodologies
• Good functional knowledge Financial Services, Hospitality, HealthCare, Retail, Airlines, Sales, Service / Call-Center and Marketing
• Strong Leadership skills & Mentoring including Stake-holder management, Executive leadership team includes C-level, cross-functional teams, Onsite / Offshore engagement
• Involved in various end to end in CRM implementations - POC, Analysis including Gap, Design, Development, Integration, Configuration, Upgrade, Open UI, Testing, End-user, Roll-Out and Support
• Working in Customer facing roles for 13 Years in various in all levels across Organization
• Extensive experience as a liaison between the business users and information systems staff in Development / Infrastructure / Support / Network teams.
• 4 Years Production Support/ Transition Manager experience includes Capacity Planning, Incident/Problem Management, SOPs, Transition, Release Management, Change Management and Team Management
• Experienced in CTI with Confidential and strong knowledge of CTI architecture, Analysis, Integration and Deployment.
• Excellent Problem Solving, Analytical Skills & ability to learn new concepts
• Involved in CRM Practice-Response to Request for Proposals, Best Practices, Data Load, Upgrade, Teams & Customer Presentations, Candidate Interviews/Feedback, Performance Feedback
• Strict Adherence to PMO, SDLC Best Practices and QA processes
• Excellent Communication Skills

TECHNICAL SKILLS:

PM Tool: MPP(Microsoft Project Plan), MS PowerPoint, MS Excel, MS Word, Clarity, Google Drive, Google Docs

Design Tools: MS Visio, Snagit

Salesforce: Sandbox Management, Organization Setup, Security and Access, User Setup, Data Management, Activity Management, Workflow Automation, Analytics

Siebel: Upgrade /Open UI, Configuration, Data Migration (Import, Delete, Export),Siebel Server Administration, Application Administration, User Administration, Siebel Server Administration, Document Administration(Siebel Contracts & Correspondence),Remote Administration, Work flow Administration,, Assignment Manager Administration, CTI Administration, User Documentation, Testing

Languages: PL-SQL, eScript,C, C++, COBOL,FORTRAN77, PASCAL

Operating System: OVM/OVL, Unix, Linux, Windows 2000 Professional, Windows NT, DOS

Database: DB2, Oracle, MS Access, SQL Server, SybaseDevelopment Tool: Data Loader, Excel Connector, VisualForce, Eclipse Siebel Tools, Toad, SQL Developer, SQL Loader, Visual Basic, Power Builder, Developer 2000 with Forms, Crystal Reports

ETL Tool: Informatica

CTI Product: Confidential, Siebel

Campaign Tool: Unica

Quality Tool: Clear Quest, Clear case, Share Point, Test Director, ALM, OfficeClip,JIRA

Automation Tool: LoadRunner, Winrunner

Support Tools: Control-M, Remedy (Problem Management), BMC Patrol

WORK EXPERIENCE:

Confidential

Salesforce Architect

Responsibilities:

• Assessment and Planning for CNCS Legacy systems to Salesforce.com
• Architecture Design, Technical Approach and Recommendations
• UI Design Approach Note
• Design Sandbox Management
• Design Salesforce Change Management
• Lead and Review Development Grants Management Pro-type
• Lead Salesforce Integration Evaluations and Recommendations
• Lead and Coordinate Salesforce issues
• Analyzing available Apps in AppExchange for Grants Management and Payroll functionality
• Salesforce candidates interview Team Management
• Response to Request for Proposals

Environment: MS-Office, MS-Visio, Powerpoint, Force.com, Sharepoint, Force.com, Eclipse, Oracle, Mulesoft, IdentityConnect, DellBoomi, Fusion

Confidential

Salesforce Project Manager

Responsibilities:

• Salesforce Project Management
• Requirements Gathering
• Develop and Maintain Project Plan
• Project Team Management
• Lead Meetings and Workshops
• Weekly Status Reports
• Review Deliverables
• UAT Planning, Execution and Sign-off
• Risk Management/Mitigations
• Implementation Plan

Environment: MPP, MS Office, MS Visio, Clarity, Force.com, Sharepoint, JIRA

Confidential

CRM Program Manager

Responsibilities:

• Siebel CRM Upgrade Program Management
• Project Charter
• Project Plan
• Communication Plan
• Stakeholder Management & Cross-Functional Team Management
• Budget Tracking, Control and Forecast
• Scope Management
• Weekly Status Reports
• UAT Planning, Execution and Sign-off
• Coordination of UAT and Line of Business with large group of UAT Testers
• Coordination with Infrastructure, Desktops, QA groups for project tasks/dependencies
• Resource Management and Planning
• Vendor Management
• Risk Management/Mitigations
• Pilot User Rollout Plan

Environment: MPP, MS Visio, Siebel Sales 8.1.1.10/Open UI, MS Office, Clarity, Salesforce Chatter, ALM, Sharepoint

Confidential

CRM Program Manager

Responsibilities:

• Project Charter
• Project Plan
• Budget Tracking and Forecast
• Prepare/Participate Project Executive Steering Committee
• Stake-holder management
• Scope Management
• Onsite-Offshore engagement
• Ramp-up/Team Setups
• Enterprise Architecture Plan & Design(Siebel/BIP)
• Siebel Installs
• Siebel 8.1.1.10 Upgrade Plans & Support
• Review logs and deliverables
• Client Meetings, Status Reports
• Client and Teams Coordination
• Development Management (BIP Reports, Open UI)
• Team Management/Task Management/Risk Management
• Deployment Plan and Implementation

Environment: MPP, MS Visio, Siebel Sales 8.1.1.10, Open UI, CTI(Siebel Driver), BIP 11, Oracle 11g, Linux, Windows, WinSCP, Oracle Toad, Google Drive, Google Docs, JIRA, Sharepoint, Primavera

Confidential

CRM Project Manager

Responsibilities:

• SOW
• Project Plan & Estimation
• Prepare/Participate Project Executive Steering Committee
• Coordinating with Client for Business Requirements
• Access Set-up
• Issue Discussion/Resolution
• Team Management/Task Management/Risk Management
• Test Plans/Review
• Weekly Status Reports
• Review Deliverables
• Campaign Executions
• Troubleshooting logs
• Code Fix /Unit Test

Environment: Siebel 8.1.1.3 Marketing, Siebel Tools, Oracle, Linux, WinSCP,Oracle Toad

Confidential

Siebel CRM Architect

Responsibilities:

• Coordinating with Oracle/DBA/Business Team
• Enterprise Capacity Planning of Siebel Infrastructure
• Installs/Configurations-Gateway, Siebel App Servers, Doc Servers, Siebel CTI Server, BIP,QFs
• Pre Upgrade & Post Upgrade
• Data Administration
• Production Test Upgrades on Enterprise
• Troubleshoot/Fix Issue
• Deployments involves Repository migration, DDL Sync, SRF movement, genbscript, Recycle
• Importing WSDL, Web Services,WFs
• Maintenance activities
• Coordinating with Offshore
• Validation & Testing
• Documentation
• Coordinating for Automation

Environment: Siebel 8.1.1.7 Hospitality, Siebel Tools, DB2, Linux, AIX, Windows 2003/2008 Servers, Toad, Filezilla, Rational Clear Case, ClearQuest, Document Server, Actuate Server, BIP

Confidential

Responsibilities:

• Data File Analysis
• Informatica Client Set-up
• Informatica Mappings, Transformations, Filter, Looks ups
• ETL Data load
• ETL Mappings Troubleshoot & Fix
• Minor Enhancements in Informatica
• EIM Load
• EIM Troubleshoot & Fix
• Minor Enhancements in EIM
• Verify Data loaded
• SQL Updates
• Data Analysis
• Maestro Confidential Tivoli Scheduling Jobs(Analysis & Execution)
• Monitor Data Load
• Maintain Data load in specific window
• Production Implementations for different properties
• Data Problems Analysis
• Data Fix/Resolutions
• Performance Optimisation
• Loading Business Services & Run
• Application verification & validation

Environment: Siebel 8.0 Hospitality, Siebel Tools, EIM, DB2, Unix AIX, Windows XP, Informatica 8.0, Toad, Tivoli Workload Scheduler 8.4(Job Scheduling Console), Filezilla, MS Access, Rational Clear Case

Confidential

Siebel CRM Architect

Responsibilities:

• Study/Review the Siebel Production Architecture/Components
• Recommendations/Implementing Siebel monitoring features
• Developing Scripts for Monitoring/Failover
• Developing Server based monitoring/testing Testcases
• Testing
• Documentation and KT

Environment: Siebel 8.1 eService,Siebel Tools, Windows Server Scripting,Oracle, Linux

Confidential

Siebel CRM Admin

Responsibilities:

• Install Siebel DB,Gateway,Web,App Servers
• Server Configurations includes Enabling and Disabling
• Verify needed components Enabled/Running
• Trouble shoot during installation
• Shutdown/Restarts

Environment: Siebel 8.1 eCustomer/eMedia, Siebel Tools, Oracle, Linux, Toad,Winscp

Confidential

Sr Siebel CRM Consultant

Responsibilities:

• Requirements Gathering
• POC tasks
• Design
• Data Analysis
• Migration & Set up environment for
• Load data and Property Data
• Server Configurations, Administering Workflows, Monitoring & Troubleshoot
• Enabling/Disabling and Verify Siebel Components
• Setting log levels
• Importing SIF & Compilation
• Application Administration includes User Administration, LOVs, PDQ, System Ps
• De-duplication Settings for Trillium
• Informatica Set-up and Mappings
• ETL Data load, Modify, Troubleshoot & Fix
• EIM Load & Troubleshoot & Fix
• Verify Data loaded
• SQL Updates
• Document Server, Siebel Outlook Exchange and Actuate Server Integration
• Actuate Reports Deployment & Troubleshoot
• Application Configurations
• Build Siebel Proposals and Correspondence
• Siebel Templates implementation & Troubleshoot
• Correspondence, Contracts Deployment & Troubleshoot
• Communication and Coordination with Business users
• Application Testing
• Application Troubleshooting
• Deployment Validatons & Fix
• Set-up Loadrunner/Siebel
• Develop Loadrunner Scripts for various runs
• Performance Analysis, Troubleshoot & Resolution
• Transition to Support Team
• Development Support
• Assisting Performance analysis

Environment: Siebel 8.0 Hospitality, Siebel Tools, EIM, DB2, Unix AIX, Windows, Informatica 8.0, Toad, Loadrunner, Filezilla, MS Access, Rational Clear Case, ClearQuest

Confidential, IL

Siebel CRM Data Architect

Responsibilities:

• Requirement Analysis
• Campaign Refresh Strategy & Design
• ER Diagram of CM data model
• Data Analysis and Design Mapping of CM
• Develop & Populate EIM table through DB2 Import script
• Develop SQLs, IFBs Import, Delete and Export
• Develop Unix shell scripts for CM data load
• Data Migration for Accounts, Groups, Subscribers, Members, Call List, Campaign Refresh
• Association of list to Campaigns
• Generating Reports for CM
• Verification
• Troubleshooting & Fix Data Issues
• Data Mapping
• Extending Columns
• Develop SQLs and IFB incorporating Member’s Update
• Develop & Populate EIM table through DB2 load script
• Data load
• Design & Development for Member’s Email Updates
• Troubleshoot & Fix

Environment: Siebel 7.5.3 Financial Services, Siebel Tools, EIM, DB2, Unix, Shell Script, MS Access, MS Visio

Confidential

Siebel CRM Data Lead

Responsibilities:

• Data Conversion Strategy for 50 M records
• Data Analysis and Design
• Creating Extension columns and map to different base tables and applying and activating these new columns to the database
• Data Load using SQL Loader
• Load/Update the Data in Siebel Base tables and verify in UI
• Testing
• Troubleshooting Data Issues

Environment: Siebel 8.0 Loyalty, Siebel Tools, EIM, Oracle 10g, Oracle Loader, SQL Developer, Xming and Linux

Confidential

Siebel CRM PM

Responsibilities:

• Support Road Map, Transition Plan and Team formation(Onsite/Offshore)
• Transition from Development to Support
• Review and Create Standard Operating Procedures
• Supporting Siebel Enterprise Marketing application and Siebel servers
• Supporting Siebel EIM jobs
• Change Management
• Communication with clients and Coordination with various groups
• Generation of various weekly reports includes System health, Application Tickets and Status
• User Administration includes LDAP integration
• Outage Planning and Execution includes Infrastructure
• Application Health Check
• Work on Production Issues and update Remedy Tickets
• Installation/Configuration of Siebel/Analytics/Informatica Servers in Production/DR with all the 18 language pack
• Load balancing the Servers
• Manage migration effort between different environments
• Manage(Shutdown/Restart) of Siebel/Analytics Servers
• Running and Troubeshooting DAC jobs
• Managing SRs (tickets) and open issues with Siebel Expert Services
• Recommendations for Best practices of support

Environment: MPP, Siebel 7.8.2 Marketing/EIM/Analytics, Siebel Tools, Informatica, Windows Server 2003 Enterprise Server, Oracle 10g, Unix, Remedy

Confidential

Support PM/ Siebel CRM Admin / CTI Admin

Responsibilities:

• Understanding business of Call-Centers
• Analysis, Design and troubleshoot and resolving various production issues which involves CTI Confidential / Siebel Administration, Siebel Data(EIM with Import, Export, Delete and Merge), See Confidential, Unica
• Transition from Development to Support
• Generation of various weekly reports includes System health, Application Tickets and Statuses
• Work on RCAs for Production Issues and update Remedy Tickets
• Application Configuration in Siebel
• Trouble shoot Siebel Servers, Web Servers, DB and Siteminder Authentication, Workflow and Assignment Manager
• Change / Release Management
• Monitoring the Siebel Servers using BMC
• Application Administration, User Administration, Server Administration
• Outage Planning and Execution
• Managing SRs (tickets) and open issues with Siebel Expert Services.
• Production Readiness Verification includes Servers, Application and CTI Verification and Update
• Communication with clients and Coordination with various groups
• Maintenance Planning and Implementation including Infrastructure changes
• Confidential maintenance and CTI implementations in production
• Unit/System Testing includes Siebel, Confidential
• Validation of issues faced on GC operating on Citrix in production
• Assist the TECC group for resolving Siebel - Confidential integration issues
• Raising Siebel Support Tickets for CTI and follow-up.
• Performance Analysis
• Developed Support tool for quick troubleshooting Siebel AOM logs.

Environment: Unix and Windows XP Professional, Siebel 7.5.3, Siebel Tools, Confidential IC Manager, Seey Confidential, Unica, Test Director, Share Point, DB2,Control-M, Remedy, BMC Patrol, Citrix, MPP

Confidential

CRM Project Manager

Responsibilities:

• Requirement study to develop user-based of Guest Connect System
• Design of user based materials
• Construction of materials includes Admin manuals, Procedure of navigation of the system, Course wares
• Implementation through “Train the trainer program”
• System Testing
• Coordination with different infrastructure groups
• Roll Out activities includes Application Administration, User Administration
• Production Readiness Verification includes Servers, Application and CTI Verification and Update.
• Recommendations and Coordinating to set up monitor alerts(BMC/Tivoli)

Environment: MPP, Windows XP Professional, Siebel 7.5.3,MPP, Snagit, Test Director and DB2

Confidential

EIM Expert

Responsibilities:

• Requirement Study
• Technical Design
• Data Mapping
• Loading Data EIM tables through SQL Loader scripts
• Development of Configuration files
• Creating PL SQL programs
• Run EIM jobs and troubleshoot the errors for Data Integration
• Load the Data in Siebel Base tables and verify in UI

Environment: Windows2000/Server, Siebel 7.5.3, Siebel 7.5.2 and Siebel 7 Tools, SQL Loader, Toad Quest, Oracle

VERIZON OFFSHORE, Chennai Siebel Tester

Responsibilities:

• Scripting and recording using Winrunner for automating the test cases for testing Siebel 6.3
• Testing the automated test cases.

Environment: Windows2000, Siebel 7.04 and Siebel 6.3 eCommunication Application, Siebel 7 and 6 Tools, Winrunner 7.01, DB2

Confidential

EIM Developer

Responsibilities:

• Data Mapping
• Development of Configuration files
• Run EIM jobs and troubleshoot the errors

Environment: Windows2000, Siebel 7.0.4 Web Client Server, Siebel7 Tools, Informatica, DB2

Confidential

Siebel Developer

Responsibilities:

• Requirements study through eScript for various validations in Pricer module
• Analysis in Access Groups (Catalog Administration) for products visibility.

Environment: Windows XP, Siebel 7.0.3, Siebel 7 Tools, Siebel eScripts, Oracle

Confidential

Siebel Developer

Responsibilities:

• Analysis of Siebel v7.0.3 to understand the new functionality.
• Upgrading Siebel eFinance Services 6.2.1 to Siebel eFinance Services 7.0.3
• Troubleshoot and resolve conflicts and errors that are upgrade specific
• Configuration changes
• Analysis and migration of scripts.(eScripts)
• Unit Testing
• Preparation of documents

Environment: Siebel 7.03 and Siebel 6.2.1 eFinance Application, Siebel 7 and 6 Tools, Java Scripts, Siebel eScripts, DB2

Confidential

Siebel Admin/Developer

Responsibilities:

• Installation of Gateway/Database/Siebel Servers. Configured Dedicated/Remote/Mobile and Windows HTML Thin Clients, Configuration

Environment: Windows NT, Siebel 2000 Application, SQL Server, Siebel 2000, Siebel 6 Tools