PERSONAL PROFILE AND CAREER OBJECTIVE:
Information Technology professional with over 7 year of experience seeking challenging and rewarding opportunity within a diverse and dynamic organization where I can utilize my analytical and process improvement skills to provide exception value to the organization.

PROFESSIONAL SUMMARY:

• Oracle CRM On Demand Consultant with 3+ years of diversified experience in Analysis, Design, Testing, Configuration, Administration, End User Support and User Training for Oracle CRM On Demand application.
• Expertise in deploying an On Demand solution release 15, 16, 17 & 18.
• Well versed with On Demand custom reports, field customization, interface customization, On demand administration.
• Configuration knowledge of Siebel On premise Version 8.1.1, Business Intelligence Publisher, and Siebel Analytics.
• Prepared detailed business requirements, gap analysis and performed custom configuration of the Oracle CRM On Demand solution.
• Expertise in working knowledge of different CRM On Demand modules, such as Call Center on Demand, Marketing On Demand
• Expert knowledge of Account Management, Contact Management, Campaign Management, Opportunity Management, Sales Models, Forecasting etc.
• Strong analytical and problem resolution skills with ability to plan, prioritize, and work efficiently in a multi-tasking environment
• Effectively understand Clients' technical architecture and emerging technologies to determine feasibility
• Understanding and documenting both functional and technical business requirements and develop business process flows.

WORK EXPERIENCE:

Principal Consultant - CRM

Confidential, Feb 2011 - July - 2011Confidential

Worked as a Principal Consultant for Oracle CRM On Demand application on various projects. Responsible for providing support to the consultants and the development team in regards to the implementation.

• Following Blueprint for on demand deployment methodology using Rapid and Step by Step approach for CRM On Demand.
• Application design & prototyping
• Defining and implementing Book of Business for security and record accessibility
• Defining roles, privileges, access profiles for users
• Creating Custom Objects and modifying the default ones.
• Defining the sales process coach and implementing the sales process methodology
• Creating and modifying static and dynamic page layouts.

Oracle CRM On Demand Configurator / Consultant

Self Employed Sep 2010 - Nov 2010

Worked as a Senior Consultant for Oracle CRM On Demand on assignment to Hitachi Consulting Clients, responsible for consolidation of existing two different CRM systems into one. Core responsibilities included:

• Consolidated the existing CRM systems into one to-be system.
• Documenting the requirements and developing a matrix.
• Comparison analysis of existing system.
• Recommendation for the new proposed system.
• Data Import and export strategy for migration of systems.
• Need analysis for BoB
• Following company set procedures and guidelines for any change made to the system.

Oracle CRM Consultant / Admin (Oracle CRM On Demand / Siebel CRM)

Confidential, Dec 2008 - May 2010 Confidential

Worked as a CRM Consultant in their business unit, Responsible for designing and implementing CRM On Demand systems for in- house and external clients. Core responsibilities included:

• Conduct Discovery sessions at client end in order to extract and understand their requirements.
• Create technical and financial proposals for the clients keeping their requirements in mind.
• Analyze the client's requirement and understand business process flows.
• Model the refined business scenario into a System's Requirement Specification (SRS) documentation.
• Developed comprehensive project documentation and deliverable including Scope & Vision Document, Business Requirements Document, Functional & Technical Design Document, UAT scripts and sign-off document and training kit, manuals etc.
• Produce UML models to support project-related artifacts.
• Overseeing Configuration and customization of application which includes call center, field service and Sales modules.
• Technical documentation for all phases of Siebel eRoadmap Implementation Methodology.
• Create User Acceptance Test Plans, Standard Operating Procedures (SOPs) document, Process Workflows & reports in Real Time & Analytics
• Provide ongoing support to the end users. Issues relating to data administration, customization, etc.
• Delivered training to 100 end-users comprised of 4 different user-groups.
• Overseeing training of new resources inducted in CRM Configuration team
• Manage Project GO-LIVE activities that include training, change management, issue logs etc.
• Successfully implemented call center, field service and sales CRM solutions to fulfill and update client needs with complete and enhanced customer satisfaction.
• Configuration and administration experience of CRM On Demand release 15, 16, & 17
• Configuration of BoB, Service, Sales & Call Center
• Development of Ad-hoc reports and analytics for the management
• Importing and exporting data in and out of the CRM on demand system in MS Excel format
• Adhering to company policies and quality control procedures for performing daily tasks.
• Supporting remote sales team with their issues with regards to the usage of the On demand system.
• Day to day administration of CRM on Demand system

MIS / IT Analyst

Confidential, Northampton UK, Mar 2005 - Apr 2008 Confidential

• Providing client support and technical issue resolution via E-Mail, phone and other electronic medium.
• Interacting with the clients in order to identify their needs.
• Documenting the needs arisen by the clients and making sure they are take care of.
• Liaison between management and clients managing expectations of both parties
• Provide training to new team members and actively provide on-going support
• Implement and analysis data to create daily, weekly, monthly, and quarterly reports
• Writing filters and testing.
• Perform hardware and software maintenance duties
• Troubleshoot and correct hardware/ software computer and network problems
• Assist with the maintenance and operation of approx. 100 workstations
• Ensure all daily tasks including backups complete successfully
• Technical support of telephone system (Touch Star)

Operational Executive

Confidential, Northampton UK, Sep 2003 - Mar 2005 Confidential

• Manage the workflow of Key and Balancing department to meet the daily processing deadlines and balancing the work for all banks involved in the clearing process.
• Voucher preparation/Data preparation, Data Input, Voucher input, balancing and data Reconciliation to various banks and building society's.

SKILLS & SPECIALITIES:

Oracle CRM On Demand (Rel 15/16/17/18), Siebel CRM 8.1, CRM on Demand Service Module, CRM On Demand Sales Module, CRM On Demand Call Center, BoB (Book of Business), Oracle BI, Workflows, Data load, Siebel Tools, Analytics Reports, Dashboards, Administration, User Training, Support

PROFESSIONAL QUALIFICATION & TRAININGS

• Oracle Siebel CRM On Demand Administration Essentials - ORACLE University
• CRM On Demand Implementation Best Practices Workshop - ORACLE University
• Selling CRM On Demand Implementation Services - ORACLE University
• Oracle CRM On Demand Consulting Best Practices for Access and Visibility - ORACLE University
• Oracle CRM On Demand Consulting Best Practices for Application Configuration - ORACLE University
• Oracle CRM On Demand Consulting Best Practices for Data Import - ORACLE University
• Microsoft Certified Professional (MSCE NT 4.0)
• Client Liaison Techniques (UK)
• Call Handling Procedures (UK)

EDUCATIONAL QUALIFICATIONS

• BSc (Hons) Computing & Information System
• Internationinal Advanced Diploma in Computer Studies