Summary of experience

Twelve Years Software Development Experience
Eight Years Banking
Twelve Years CRM, Ten Years Siebel and One Year SAP
Siebel Certified Business Analyst
Completed Thirteen Siebel Life Cycles, Two SAP Life Cycles (Upgrades and New Installations)
Five years Project Management (Managed up to 25 team members)
Eight years Management (Call Center - Sales, Service and Marketing, Help Desk Support)
Twelve years Contact Center Experience
(Multiple Sites, 1500 seats, Multi-Channel - eMail, eChat, Predictive Dialer, CTI)

SiebelApplications:

Siebel (95 and 98,99,2000,7.5,7.7,7.8,8.0)
Siebel Verticals (Call Center, Salea Force Automation, eFinance, eEnergy, eAutomotive, eInsurance, eCommunications, Campaign Management and Marketing Analytics)
Siebel EIM (Enterprise Integration Manager) Data Conversion
Siebel EAI (Enterprise Application Integration)
Siebel CTI (Computer Telephone Integration)
Siebel Certified

Business Processes:

Business Process Mapping
Business Requirements
Use Cases
Functional Specifications
Data Mapping
Data Migration
Quotes and Proposals
Product
Order Management
Case Management
Insurance Underwriting
Campaign Management
Call Center Expert

SiebelModules:

Workflow Manager
Assignment Manager
System Administration
Proposal Generator
Product Catalog
Business Services
Audit Trail Administration

Database:

Oracle, MS SQL, Access

Operating systems:

Windows XP/2000/NT/9x

Software packages:

Microsoft Office, Access, Visio, Project, Front Page
Mercury Quality Center (Test Director)
Rational (RequisitePro, ClearQuest,)
TOAD

Tools and Methods:

PMP (Project Management Process)
UML (Unified Modeling Language)
OMG (Object Management Group)
RUP (Rational Unified Process)
JAD (Joint Application Development)
RAD (Rapid Application Development)
SDLC (Software Development Life Cycle)

Confidential, VA May 2009 - November 2009
Confidential Seattle, WA August 2008 - December 2008
Confidential. Bradenton, FL June 2008 - July 2008
Confidential Springfield, MA February 2008 - May 2008
Confidential August 2007 - December 2007
Confidential Malvern, PA November 2005 - February 2006
Confidential Orlando, FL November 2004 - November 2005
Confidential Jacksonville, FL December 2002 - October 2004
Confidential, NC June 2002 - October 2002
Confidential, TX July 2001 - February 2002
Confidential Dallas, TX January 2001 - April 2001 Confidential Boise, ID July 2000 - December 2000 Confidential, PA June 2000 - July 2000 Confidential Houston, TX January 2000 - June 2000

Confidential Charlottesville, VA May 2009 - November 2009

Sr. Business System Analyst (IT Contract)

• Document current As Is Business Process Flows and develop future To Be Business Processes Flows for Case Management System for Professional Conduct.
• Facilitate To Be Business Requirements sessions utilizing the developed To Be Business Processes Flows to create Business Requirements.
• Develop and define Business Rules, Work Flows, Action Items, Stage Life Cycle, Assignment Rules, Document Merge, List of Values and Reporting.
• Create and document Functional Requirements and Specification for Business Requirements.
• Create and Map Data Elements to User Interface and Data Base and document in Data Dictionary.
• Develop and Document System Integration Requirements and Specifications for Siebel.
• Create Standard Operating Procedures and document in Business Process User Guide for Case Management System - Professional Conduct.

Confidential Seattle, WA August 2008 - December 2008

Sr. Siebel System Analyst Lead (IT Contract)

• Evaluate business requirements and gap analysis for Individual Sales, Underwriting and Enrollment.
• Facilitate user requirements sessions including the documentation of existing and future business processes.
• Recommend business process improvements for future state. Develop procedures, forms and documentation as required to accommodate user requirements.
• Develop Siebel 8.0 specifications for programming/configuration following development life cycle and methodology.
• Develop Test Strategy and Scripts to validate developed programs.

Confidential. Bradenton, FL June 2008 - July 2008

Sr. Business System Analyst (IT Contract)

• Blueprint current processes for Business Master Process List for financial analysis for Worker Compensation settlement claims.
• Re-engineer Business Processes for To Be Migration from Goldmine to Siebel 8.0 deployment.
• Develop Siebel Business Rules, Work Flow and Assignment Manager automations.
• Develop Siebel System Requirements for Siebel 8.0 Functional Design Specifications for programming development team.
• Produce Business Case scenarios to validate developed programs.

Confidential Springfield, MA Febuary 2008 - May 2008

Sr. Siebel Business System Analyst (IT Contract)

• Siebel Upgrade from Siebel eFinance 7.5 to Siebel 8.0. for Financial Services.
• Consolidate custom Views-Applets, rework Responsibilities and LOV’s.
• Redesign Customizations to revert to Siebel 8.0 new Out of the Box features.
• Lead Development Team on data and process definition Data Mapping for Siebel 8.0 data model difference for EIM Data Migration.
• Create Business Master Process List with Business Use Cases and Requirements.
• Develop Functional Design and work with Development Team on configuration.
• Create Test Cases and manage System and Unit Tests in Quality Center.
• Analyze defects and resolve issues with Business and Development Team.

Confidential July 2007 - December 2007

Sr. Siebel System Analyst Business Team Lead (IT Contract)

• Responsible modeling business processes in UML/Use Cases for Three Mobile Phone Providers in multiple former Soviet States.
• Lead business team and workshops for requirements gathering requirements for Siebel 8.0 eCommunications. .
• Design requirements for CTI Call Centers for Sales, Service and Marketing functions.
• Perform gap analysis to standard Siebel Functional and identify customizations.
• Identify integration systems and data migrations including middle ware solutions and data mapping.

Confidential Malvern, PA November 2005 - February 2006

Sr. Siebel Business Analyst (IT Contract)

• Upgrade and enhancements from Siebel 7.5 to Siebel 7.8 for Quotes, Pricing, Proposals and Orders.
• Evaluate user requirements for world wide deployment.
• Develop processes and document as required to accommodate user requirements.
• Develop design and customization specifications for programming configuration.
• Integrate Siebel EAI (Enterprise Application Integration) with SAP utilizing R3 Connector.
• Validate design build to meet design specifications.
• Document new design functionality for Testing and User Acceptance.

Confidential Orlando, FL November 2004 - November 2005

Sr. Siebel Business Analyst (IT Contract)

• Analyze end-user requirements for migration from CRM Power Builder to Siebel 7.7.
• Research and documents the effects of recommended changes required by end-users and ensure that all business areas affected by the changes are addressed.
• Develop detailed specifications for application design, coding, and testing.
• Work closely with application developers to ensure that systems developed meet the business requirements and specifications.
• Review test methodologies and execution results.
• Provide end-user documentation and training.
• Responsible for analyzing and identifying Change Control to production systems.

Confidential Jacksonville, FL December 2002 - October 2004

Sr. Siebel Business Analyst Lead (IT Contract)

• Evaluate user requirements, provide alternative solutions with cost/benefit estimates and implement working solutions with the use of project management tools.
• Recommend business process improvements.
• Develop procedures, forms and documentation as required to accommodate user requirements for Siebel 7.5 eFinance.
• Write business specifications for programming development to accommodate special requirements including Smart Scripting.
• Test and validate developed programs.
• Managed implementation of new process/procedures including the documentation of processes, presentations, and facilitate user sessions.
• Assist with training materials and training.
• Set up Campaign Management and integrate with Marketing Data Warehouse.

Confidential Charlotte, NC June 2002 - October 2002

Sr. Siebel Business Analyst (IT Contract)

• Develop data mapping and process definition to support conversion of Customer Needs Assessments for Premier and Private Bank and relationship data to Siebel data base.
• Act as a liaison to legacy application groups and the project Information Team members in gathering business requirements by the business segments and translating into EIM Data Migration design.
• Develop conversion events, document integration and data requirements and interdependencies between data sources.
• Manage developers and supervise test and validation processes.

ConfidentialDallas, TX July 2001 - February 2002

Siebel Project Manager (IT Contract)

• Implement Siebel eEnergy for TXU Energy Services Mid-Market sales organization.
• Responsible for project development, Project Plans (resources, time lines, and budget), production support, system administration, and user training delivery.
• Manage, participate, and contribute in efforts to insure Siebel performs according to business requirements and specifications.
• Oversaw testing and deployed upgrades, change man and enhancements releases.
• Developed Closed Loop Marketing System integrated with a Data Mart and Epiphany for Siebel Target Marketing Campaigns with Smart Script Automation for Direct Mail and Phone Response.

Confidential Dallas, TX January 2001 - April 2001

Sr. Siebel Business Analyst - Functional Lead (Siebel Call Center Expert Services)

• Implement Siebel eCall Center for Tele-Aid Navigation Services for Mercedes Benz.
• Work with Business Teams to document business requirements and map to Siebel application functionality.
• Develop Application Design Specifications for development/configuration team.
• Integrate Siebel Desk Top (CTI) with ACD (Automatic Call Delivery) Phone System.
• Define Data Mapping for Siebel data model for EIM Data Migration.

Confidential Boise, ID July 2000 - December 2000

Sr. Siebel Business Analyst - Functional Lead (Siebel Call Center Expert Services)

• Develop design and implementation of Siebel 2000 eCall Center for Consumer Product Sales and Service Contact Center for Microchip Manufacturer.
• Define Data Mapping for Siebel data model for EIM Data Migration of Customer Data.
• Integrate Siebel EAI (Enterprise Application Integration utilizing SAP R2 Connector.
• Integrate CTI with Communications Channels (Phone, eChat, eMail and Web Site).

Confidential, PA June 2000 - July 2000

Sr. Siebel Business Analyst - Functional Lead (Siebel Call Center Expert Services)

• Upgrade Siebel 95 to Siebel 2000 eCall Center for Consumer Products Sales.
• Facilitate user requirements sessions including the documentation of existing and future business processes.
• Develop design and customization specifications for New Features for programming configuration.

Confidential Houston, TX January 2000 - June 2000

Sr. Siebel Business Analyst - Functional Lead (Siebel Call Center Expert Services)

• Upgrade Siebel 98 to Siebel 99 eCall Center for Medical, Education and Government Products Sales.
• Develop processes and document as required to accommodate user requirements.
• Develop design and customization specifications for programming configuration.
• Validate design build to meet design specifications.
• Document new design functionality for Testing and User Acceptance.
• Test and validate developed programs.

Prior Experience

Confidential San Jose, CA, October 2006 - July 2007

Sr. SAP Systems Analyst (IT Contract)

• Create Business Master Process Lists.
• Blue Print current processes for Migration from SAP 4.6 to 6.0.
• Develop System Requirements for Functional Design Specifications for programming configuration to rationalization.
• Develop Business Case scenarios for Testing and validate developed programs.

Confidential Islandia, NY February 2006 - Sept 2006

Sr. SAP Systems Analyst (IT Contract)

• Evaluate user requirements for Online Technical Support Portal and SAP Service Tickets.
• Develop Business Requirements, Use Cases and Process Flow with RUP.
• Capture requirements and tractability in Rational Requisite Pro.
• Integrate Telephony CTI for Global Contact Centers (Follow the Sun).
• Provide alternative solutions with cost/benefit estimates and ROI.
• Develop Functional Design specifications for programming development to accommodate business requirements.
• Test and validate developed programs.

Confidential Dallas, TX January 2000 - April 2001

Sr. Siebel Business Analyst - Functional Lead (Call Center Expert Services)

• Responsible for managing the analysis, design and implementation of CRM enterprise applications for Contact Centers (up to 1500seats/ Multiple Sites) including CTI, eChat, eMail and Web Site Integrations.
• Implement new business processes within existing applications and to deploy new functionality and applications.
• Analyze, design and take part in implementation of multiple application modules.
• Work with Business Process Teams to understand business requirements and map to Siebel application functionality.
• Develop implementation specifications for application configuration.
• Participate in projects consisting of system analysis of application and use, requirements definition, end user contact and assistance, application installation and maintenance, data management, connected and mobile user application support, upgrade scheduling and execution.
• Established Work Flow, Assignment Manager, Knowledge Bases, Call Center/Email Campaigns with Smart Script Automation for multiple Clients.

Confidential Dallas, TX June 1995 - December 1999

Project Manager (Online Banking) December 1998 - December 1999

• Managed project teams for Online Banking East Coast Contact Centers (1000 seats).
• Coordinated Y2K compliance. and developed Business Continuity Plan.
• Managed CRM Power Builder application for Service Requests and developed requirements for Scopus CRM Conversion.
• Coordinated PC banking conversion projects. Manage projects using the Project Management Process to deliver requirements, specifications, testing, implementation and support to bank requirements.
• Act independently to resolve issues and empowered to make decisions.

Project Analyst (Sales Call Center) April 1997 - December 1998

• Responsible for analyzing and documenting business needs and processes from business perspectives.
• Worked with the users to define their requirements, scope, re-engineer current business process, perform requirement gathering and analysis, and manage expectations for developing and maintaining a proprietary CRM Desktop.
• Develop deliverables and documentation for call center procedures.
• Maintain comprehensive working knowledge of call center operations an environments.
• Manage Help Desk providing technical assistance for Call Center business unit.
• Manage content and develop departmental intranet web pages.

Operational Analyst (Sales Call Center) June 1996 - April 1997

• Monitor and analyze call center processes to provide reporting requirements.
• Develop, improve and document business procedures and processes.
• Provided system administration, prepared forecasts and maintained databases for TCS (Telecenter Scheduling Center).
• Managed Aspect ACD system including call routing and control tables.
• Responsible for establishing and tracking department data security, system access and licensing.

Certifications and awards Siebel 7 Certified Siebel Consultant

Education BBA Major: Marketing Management