SUMMARY:

• High - Energy, Result-oriented IT Leader and Strategic Partner with demonstrated experience in Planning, Architecting, Developing, Designing, and delivering strong technical solutions to solve business problems with total experience over 17 Yrs. (13 Yrs. in CRM). Demonstrated experience in implementing Innovative and strategic CRM solutions for critical business capabilities that result in more customer-focused organizations for Health Care, High-Tech and Manufacturing Industries. Inculcates culture of Innovation and entrepreneurial thinking at workplace
• An Influential communicator and change leader, skilled at building consensus, collaborative partnerships and high performance teams that create measureable and sustainable impact. Experience in Global
• Application Development (Onsite-Offshore-offsite Models), Pre-Sales Solution Consulting, Process Definition, Continuous Improvement, Capacity Planning, Resource Management, Cross-Functional Team Development and promoting excellence in Diversity and Cultural Competence at work place.

TECHNICAL SKILLS:

Enterprise Applications: Siebel 7.5, 8.0 SIA and SEA, Sales Force (SFDC) - Sales Cloud and Service Cloud

Siebel Applications: Call Center, Sales, Service

Siebel customization tools: Siebel Tools, Siebel VB, eScript

Sales Force: APEX, Visual Force, SOQL, SOSL, Force.com IDE

Business automation: EIM, EAI, CTI, COM Data server, IBM iLOG

Project Management Tools: Primavera (P3e), MS Projects

GUI Tools: C#, Visual Basic 6.0, ASP.NET

RDBMS: Oracle 8 / MS SQL Server 2000

Testing Tools: Load Runner, Performance Center

Design Methodology: UML, MSF, ToGAF

Middleware Technologies: SOA, COM, Web Services, WMQI

Process Improvement: Six Sigma - Green Belt, Lean, RPI

Emerging Technologies: Cloud-Computing, Web API s, HTML5

PROFESSIONAL EXPERIENCE:

Confidential

Agile Methodology Salesforce.com Architect

Responsibilities:

• Implemented salesforce.com Customer Relationship Management as a consultant
• Extensive experience in Service Cloud
• Knowledgeable about Informatica Cloud & CTI.
• Experienced in migrating data & code using data loader & Eclipse in SFDC environments.
• Demonstrated strong functional knowledge of CRM, Sales, Service & Custom Cloud.
• Accumulated a broad understanding of testing tools and techniques to write scripts as well as set up environment for development and integration environments.
• Configured and built CRM objects on the force.com platform
• Built and deployed changes to various objects using layouts, Visualforce and Apex .
• Experienced with configuration, customization, programming with APEX APIs, APEX triggers and implementing new iterations of Salesforce.
• Proven expertise deploying Force.com IDE as well as migrating & going live.
• Java, c#, .Net, SQL experienced.
• Created and managed workflow rules, data validation and system triggers.
• Developed integration processes using SFDC’s web services API.
• Integrated SAP & CRM.
• Develop reports, dashboards and processes to monitor continuously quality & data integrity.
• Monitor user adoption rates and respond, as needed, to requests for additional, communication, modifications or other related resources as a pathway to user assimilation.
• Designed & implemented solutions
• Exploited full use of Salesforce.com Sales Cloud, Service Cloud & Force.com
• Assisted clients in selected the most appropriate, effective choice for business.
• Designed & implemented sales enablement program solutions.
• Clever use of enterprise integration tools
• Demonstrated business process optimization across multiple systems.
• Innovated using High-Performing Organization approach to mentoring & coaching Salesforce.com development teams.
• Recognized & flanked obstacles once imposed by legacy architecture.
• Offered advice & counsel in the client selection of versions, environments, automated software development & released control mechanisms.
• Remained optimistic in fielding client curve balls.
• Demonstrated intimated knowledge of Master Data Management concepts associated with a Salesforce.com implementation.
• Packed the full Salesforce.com toolkit including, but not limited to Visualforce, Apex, Triggers, Java, JEE & .net technologies.
• Distilled technical complexity in to an easily understood oral & written presentation.
• Managed the implementation of Agile, using Scrum techniques from initiation through execution & project close-out.
• Evaluated the financial, cultural, technological, organizational and environmental factors addressed in change programs.
• Assessed the implications of new processes on both people and organization and identifies the activities necessary to ensure a smooth transition to new processes.
• Took responsibility for the definition, documentation and successful completion of complex projects, directed and counseled project team members, and advised clients/users as necessary on all phases.
• Ensured that realistic project, quality, and risk plans are prepared and maintained for projects and sub-projects.
• Monitored and controlled team performance using management by exception.
• Maintained effective financial and project progress forecasting, and reported as appropriate.
• Monitored and controlled allocated human and material resources, associated revenue costs and all capital costs against the project budget.
• Ensured that a change control procedure is in place, and actively used to assess the effect of changes to the projects on costs, timescale and/or resource needs and reports these to project sponsors.
• Led project team, allocated and monitored tasks, motivating staff and appraising individual performance.
• Liaised with other project managers within the IT function and within the business
• Managed expectations of all project stakeholders.
• Ensured that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured and appropriate action taken.
• Produced appropriate documentation to support these processes.
• Defined and made recommendations on the project management framework for own projects, including creation and composition of the steering group or project board, identification of project sponsor and stakeholders.
• Developed and maintained project methodology and appropriately apply it when planning and executing projects.
• Identified and implemented project management process improvements to raise overall department quality of service.
• Accepted responsibility for all project financials
• Managed internal project dependencies.
• Worked across the IT organization with resource managers to ensure resources are properly allocated throughout the project
• Executed effective formal and informal communications techniques with principal and IT staff in order to report status, solve problems, make recommendations, and publish standards and directions.
• Demonstrated Market-Advantaged Commodity Pricing--Benchmarking & Indexing
• Led introduction of Enterprise Resource Planning Software, Delivered 25% Improvement in Operational Efficiencies.
• Persuaded Research & Development to Explore Cost Reducing Substitutes
• Evangelized New Supply Chain Strategy Gleamed from Institute of Supply Mgmt
• Saved 10% By Consolidating Recurring Commodity Buys--Negotiated Blanket
• Introduced Procurement Debit Card to Allow Purchasing to Concentrate on Big $
• Reduced M.R.O. Inventory Carrying Costs by Targeting Obsolescent Items
• Collaborate with IT Business Intelligence working to capture every opportunity
• Assess project resources, costs and timelines to facilitate IT management
• Craft technical system solutions translated from urgent business requirements
• Team up with IT to configure SAP, prototype systems solutions
• Convert data, migrate design to create final configuration.
• Inspire business management, users, project managers and IT specialists
• Initiate research, evaluation and implementation of business process best practices
• Determine how change agency impacts supply chain management, communicate
• Delight internal customers by inspiring fellow employees & management by persuading adoption of business strategies, systems solutions, enhanced service & IT project management portfolio
• Harness member motivation & get business units and IT to work better together
• Acts as a change agent in leading the supply chain department to take ownership of new business priorities
• Developed systems methods, planned projects & diagrammed workflow using project management software
• Introduced high tech supply chain to outsourced vendors to reduce costs by 33%
• Mastered Category Supply Management
• Prepare Requests for Information (RFI), Request for Proposals (RFP)
• Managed software assets, managed & evaluated RFI & RFP.
• Paralegal review & negotiation of contract terms & conditions
• Developed a category business plan
• Conducted business intelligence profiling by networking, research and analysis
• Utilized e-commerce sourcing tools and reverser auctions.
• Diversified vendors and assisted Minority Business Enterprises as sub-contractor
• Utilized TCO process to reduce cost of ownership
• Present advantages of make vs. buy to internal users
• Supported Aviation & Utility sector clients by traveling to job sites & conducting work prior to NRC exercises, plant shut downs and during construction projects.

Confidential

Siebel Technical Architect

Responsibilities:

• Assist Oracle Consulting team in defining, planning and presenting the CRM Transformation plan at General Motors to develop a Enterprise Relationship Management system fully integrated into back office and the Customer Facing employees for Sales, Service, Field Sales and Field Service.
• 10 Week intensive development of POC includes delivering 2 Major Use Cases for Manual and Automated Enrollment from designing the Data Model for Siebel Industry App, Perform EIM, and Define Integration Strategy for data flow from external systems. Solution includes Task Based UI to gather Accounts, Contacts, Create Orders, Product Administration, CTI Integration and Pricing Administration.

Confidential

SalesForce.com (SFDC - Sales/Service Cloud) Technical Lead/Architect

Responsibilities:

• Designed, developed and deployedApex Classes, Controller Classes, Extensions and Apex Triggersfor various functional needs in the application
• Developed and configured Dashboards, Reports and Report Folders for different user profiles based on the need in the organization
• Customized User Roles, Role hierarchies, Profiles and Sharing settings to ensure that the protected data is available only to the authorized users
• Designed & Deployed the Custom objects, Custom tabs, Validation rules, Auto-Response Rules, Page layouts, to suit to the needs of the application
• Used Workflows to govern data flow across various objects
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects
• Configured Workflows and Approval processes to enhance business logic
• Created new sandboxes and deployed Components and Data from one environment to another and managed sandbox refreshes
• Used SOQL & SOSL for data manipulation needs of the application using platform database objects

Confidential

Siebel Technical Lead/Architect

Responsibilities:

• Job involves Planning, Architecting, Designing and Developing IT Solutions to complex business problems
• Review Business Requirements Documents and system functional flow, participate\Lead in JAR and JAD sessions. (Some that include FMEA - Failure Mode Effect Analysis)
• Author use cases, Software Architecture Documents, Architecture Overview Document, and Orchestration Plan for system Integration.
• Review and Recommend Build-Buy-Ally Decisions.
• Develop CRM Data Model for the implementation of the new capabilities in Siebel
• Define Business Automation Strategy for the Projects
• Develop Architecturally significant performance engineering plan for enterprise Tier 1 Applications that interface with Siebel
• Develop End to End System Testing, Performance Testing that entails the Siebel Architecture impacts to the application in focus.
• Work with the Developers/Analysts/Architects to finalize the scenario's and design the System tests
• Gather and analyze the results/reports. Derive the impacts to the Technical Infrastructure based on applications physical and logical structure.
• Perform an Environment assessment of computing resources
• Plan, estimate and manage the Siebel Projects implementing guidelines/best practices for the Development
• Support the implementation of Performance Center
• Identify & manage defects through the resolution. Track and trace the deferred defects.
• Developed tool’s using .net technology to generate the XML datagram’s

Confidential, Jacksonville, Florida

Tech Lead/Technical Architect

Responsibilities:

• Siebel Application Administration data migration tool
• Siebel user ID creation tool
• Siebel Automation tool identify the Application data differences b/w environments
• Siebel tool to test User Id’s access status
• Enable MQ based Interfaces within Siebel Environment
• Contract data load application that loads Contract-Member data from Siebel Stage to Siebel Environments
• Manage the Transaction types and Transaction for Siebel Environment
• External Data stores for Siebel Environments resulting in significant savings
• Factory Process Champion for Business Transformation (CRM)
• Worked with RUP-PDG to develop “Usability Engineering Analysis” Process

Confidential

Project Leader, Onsite-Coordinator, Solution Architect

Responsibilities:

• Worked in various capacities - Project/Technical Leader, Onsite Coordinator and Solution Architect, Responsible for designing, developing and deploying various projects in a distributed (Object Oriented Programming) development and multiple projects environment for Confidential - Confidential ’s America’s business unit which included CRM instances of Latin America and Canada.
• Responsible for translating the Business requirements into technical design, Map business and Technical Architecture, Develop Capability Architecture placemat for multi-year projects. Propose and present solutions to Business team. Create, document and communicate architectural designs for sub-components of a system
• Ensure Technical co-ordination among the configuration, interfaces, migration and reporting teams. Release management, Projects scheduling, Resources allocation and recommend technology\tools are other responsibilities. Implementation of CMM Level 5 quality, Process Modeling (UML) and Best practices, Developed EIM & EAI based interfaces for data exchange with ERP Systems.
• As Onsite-coordinator worked for implementing, stream lining and refining the Onsite-Offshore model for Siebel development and deployment for the Global CRM implementation of HP, Responsibilities included providing the Technical leadership, Project Planning and Execution of complex capabilities.
• In my role as Solution Architect for 8 Months I worked with the Systems Integrators such as Capgemini, Accenture, and Siebel Expert Services etc... to recommend the user Profile and Transaction based Infrastructure requirements that included HP’s Server and Storage solutions.

Confidential

Sr. Software Engineer

Responsibilities:

• Mapping all the necessary data and features to the Siebel 6 from the existing Sales system, Defining Data Model, Business Objects, GUI Model and Integration Model. Customize Business Objects, Business Components, Applets, Views and Screens to match requirements using Siebel Tools.
• Configured LOV’s, Sales Methods respective sales stages and activity templates for opportunities, Configuration enhancements of Opportunity, Campaigns, Forecasting, Activities, Contacts screens. Creating Links, Joins, MVG, Pick list applets. Data mapping, preparation of data population specification, perform data import and export using Siebel EIM, Workflow manager configuration defining workflow policies and workflow processes that are to be activated in the event of policy condition being met. Developing Interfaces using Microsoft Visual Basic 6.0, this project mainly includes different modules like Telemarketing, Credit card Transaction, Banking Transaction and ATM Transaction. Configured Computer Telephony Integration with Genesys Technology: Visual Basic 6.0, Oracle 8i, SQL Server and Siebel 2000\6.3 eBusiness Applicaton Suite

Confidential

CRM Consultant

Responsibilities:

• Requirement mapping, gap analysis, designing and developing solutions for business needs of Continental’s fortune 500 customers by interviewing various levels of business and end user, Defined the organization structure, Positions and Responsibilities in line with the visibility constraint requirements of the user groups.
• Defining the specifications for Data Object, Business Object and User interface Object layers that best meet the customer’s business requirements. Customize business objects, Business Components, Applets, Views and Screens to match requirements using Siebel Tools. Use joins links and MVGs to display the required information in applets. Performed configuration of the Siebel application to meet business process requirements and enhancement requests, ensuring end-user acceptance, Create sales method to guide the sales representatives to follow the right sequence of sales stages, Develop Workflow policies to enforce the company standard procedures, Also used Visual Basic 6.0 for developing Interfaces to back end ERP Systems

Technology: Visual Basic 6.0, Oracle 8i and Siebel 99 eBusiness Applicaton Suite, MTS, IIS

Confidential

Project Engineer

Responsibilities:

• Below applications were developed using Microsoft Technologies for Sales, Materials, and Production planning divisions of the organization. Job involved Requirement analysis, Database design, GUI development, Development of COM components and Active-X controls. Involved in Project Management using Primavera, Implemented a call center application including installation of CTI switch from Northern Telecom’s NORTEL
• Sales Tracking & Marketing with Backward Integration to Production Planning System (Intranet)
• Maintenance Management System (Knowledge Management Implementation)
• Production Costing System Integrated Backwards to Data Acquisition Systems
• Call center application implementation
• ERP Implementation (MFG-Pro) with Change Management (Business Process Re-Engineering)

Technology: VB 6.0, MTS, ActiveX, Oracle, SQL Server 6.5, IIS