SUMMARY:

• Well experienced in Confidential Interactive Insights reports and GI2 Universe
• Experience in Data Warehousing, DB Schemas (like star & snow flake), Fact & Dimension tables
• Expert in Design and Development of SAP Business Objects reporting systems
• Extensive experience in Customer Support and Contact Center reports design and development
• Extensive experience in Confidential Infomart 8.x database (Oracle, SQL server & PostgreSQL), SAP Business Objects GI2 Universe and Confidential Interactive insights (Out of Box Call Center Reports)
• Experience in Computer Telephony Integration (CTI)/ Confidential Framework/Universal Routing strategy (URS)/ T - Server /SIP Server/Analyzer/CCPulse+/ Confidential Voice Platform/Out Bound Contact (OCS)
• Experience in Multi-Tenant reporting, Inbound & Out bound,, Interactive Voice Response (IVR) reporting, Call Routing strategies (URS), Confidential Configuration Manager (CCM), Confidential Administrator (GA), GAX, Interaction Concentrator (ICON) and Reporting and Analytics Aggregates (RAA)
• Experience in reporting with Genesy Multimedia, Work Force Management (WFM), Call Recording (NICE), Out Bound campaigns (OCS) & customer satisfaction survey systems
• Experience in SAP BW, BEx Query Designer and BEx analyzer
• Thorough knowledge of Data Warehousing SDLC (Software Development Life Cycle)
• SQL and PL/SQL programming experience in Oracle, Teradata and SQL server
• Knowledge of both OLTP and OLAP systems
• TOAD & SQL developer
• Data Modelling (Like ERWin) and ETL tools (BODS and Informatica)
• KPIs (Key Performance Indicators), Business Metrics and Measures
• Extract data from various data sources/applications/systems and linking/synchronize data in reports
• Dashboards, Graphs & Visible analytics
• Quality Assurance, Test scripts and troubleshooting issues
• User/Business requirement gathering and analysis
• Prioritize the tasks, provide solutions and performance tuning
• Automate report refresh/execution and publish/distribution

SKILL:

RDBMS: Oracle, DB2, Informix 9.2, Teradata, SQL Server

Business Intelligence & Decision Support Reporting: Business Objects Reporting Suite, XI R2 &R3/4.1, Webi Reports, Designer, Supervisor, Desktop Intelligence, BI launch pad & BI workspace, Universe Design Tool (UDT), Information Design Tool (IDT), Business Objects Explorer, Central Management Console (CMC), Central Management Server (CMS), Crystal reports XI/2008, WebIntelligence 2.7/6.1b/6.5/XI, SAP Integration Kit, SAP BI (BEx Designer, BEx analyzer), BO SDK, Dashboard Manager, Performance manager, Auditor, Xcelsius, SAP Dashboard Builder and QaaWS (Query as a Web Service)

Data Warehousing & ETL tools: Enterprise Data Warehousing on SAP BW, RDBMS; BODS,, Informatica, ERwin

Prog Languages: SQL, PL/SQL

ERP: SAP, PeopleSoft CRM & Siebel CRM

Other Skills: MS Word, MS Excel, PowerPoint, MS Project, MS Visio, Lotus Notes, SAP GUI

PROFESSIONAL EXPERIENCE:

Confidential

Infomart Reporting & Analytics Consultant

• Upgraded/Migrated existing BO 3.1 version to BO 4.1
• Involved in Infomart deployment and modified Infomart database as per user requirement
• Created several database views and customized Infomart tables for custom reporting
• Deployed GI2 package and created database connection to the BO universe
• Modified GI2 universe and also developed custom BO universe for IVR
• Set the time zones and re-aggregated data
• Monitored GIM ETL jobs and provided technical support
• Added user data tables and custom aggregate tables in Infomart database
• Developed several Call Center reports using Infomart and IVR database data
• Developed several multimedia reports
• Modified Interactive Insights reports and developed custom call center reports
• Created Outbound contact campaign reports
• Created Agent detail, Queue detail and Interaction details report
• Developed custom reports using Confidential Infomart and other sources like WFM
• Worked with call center Director & Manager and analyzed the business requirement
• Documented report requirements and prepared functional/technical documents
• Troubleshoot ETL failure issues and fixed the issues
• Monitored ETL jobs and data loads, compared data between ICON databases and Infomart
• Made several test calls and chat transactions using Interaction workspace and validated data in ICON databases and Infomart database
• Moved/exported Universes and reports across Dev/Test/Production environments using Business objects promotion management, Upgrade management tool & BIAR files
• Set the BO security, trouble shoot and improved reports performance
• Involved in UAT and resolved several defects in the testing phase
• Trained users in using BO universe and developing ad-hoc reports
• Participated in Production moves and provided technical support in Infomart & BO perspective

Confidential

Infomart Reports & Oracle DB views

• Customized Confidential Infomart database to meet the Nationwide Call center reporting requirement
• Created database views and materialized views
• Modified Confidential Infomart GI2 reports by adding data from Siebel CRM
• Analyzed data and created Dashboard, Scorecards, KPI (Key performance Indicators) and Metrics
• Modified the Interactive Insights reports (Agent & Queue reports) as per the business requirement.
• Created several measure objects and pre-defined conditions in the BO universe
• Helped reporting analyst to understand the modified BO universe
• Resolved defects with BO universe and reports
• Created MTD (month to date), YTD (year to date) and 24 months rollover views to provide data for specific call center reports.

Confidential

Infomart & Reports Consultant

• Gathered User requirement and Prepared functional & technical documents
• Analyzed the business requirement and prepared gap analysis document
• Worked closely with Business Analysts & Business Managers to understand the requirement
• Created aggregations in Infomart database
• Created real time reports using CCPulse+
• Created Service level goals and created service level metrics
• Modified and customized Confidential Interactive Insights BO universe and created several objects
• Set the aggregate awareness and row level security in the BO universe
• Created Web Intelligence reports, KPIs, Metrics and measures
• Administered BO environment using CMC including creating user and user groups, folders, set up the profiles and implementing security model
• Created call statistics and agent disposition reports using data from multiple sources from IVR, Infomart and NICE systems
• Managed Promotions/Migrations across Development, Test, Production process

Confidential

SAP BI/BO Reports Developer

• Gathered User requirement and Prepared functional & technical documents
• Created key figures including Restricted Key figures and Calculated key figures
• Created Business Object Naming standards, Conventions and Best practices

Confidential

SAP BO Consultant

• Created Several Call Center and Customer Support reports especially Agent Performance and Employee Matrix reports
• Created Work Force Management (WFM) reports
• Integrated SAP CRM (field service) data with Call center data.