SUMMARY:

• I have over 14 years experience as a Siebel Technical Architect in designing configuration, implementation and support and has worked directly with Siebel Engineering and Expert Services to develop new features and fix product defects in the base and vertical versions of Siebel. I excel in problem solving by ensuing that the optimal technical solutions are found for the client in a timely manner.
• I am well versed in a variety of industries such as communications, manufacturing, healthcare, public sector, and professional services to name a few.
• I also have technical architecture and development experience with various other packaged platforms and working with custom developed applications to perform maintenance or integration. I have over 16 years experience in application development, desktop and server hardware configuration and support, network administration and custom integration.

TECHNICAL SKILLS

Siebel: Siebel 5.x, 6.x, 7.x, 8.0, 8.1.1, 8.2.2 SEA Standard Application and SIA version of Siebel Medical, Financial Services, Communications, Marketing, Oil, Gas & Chemicals, and Public Sector verticals. Siebel Analytics and Oracle Business Intelligence Enterprise Edition (OBIEE) 10g/11g

Database Platforms: MS SQL Server v6.5/7/2000/2005/2008, Oracle v7.2/8i/9i/10g/11g, DB2 v6/7/8/9

Third Party Applications: Actuate, Oracle BI Publisher, NetCharts, FirstLogic, Data Quality, Adobe Forms Server, IBM Directory Server, Lotus Notes, MS Exchange, MS Office integration with Document Server, Trillium, Continuum, NetCharts, Hummingbird Search (Fulcrum), FileNet, MAS200, Great Plains, HP Mercury Loadrunner and Quick Test Pro, Oracle Secure Enterprise Search, Oracle Application Server, Documentum

Development: VB 6 & .NET, ASP.NET, HTML, C#, ActiveX and COM Objects, Adobe Shockwave and Flash, Transact - SQL, PL/SQL, C/C++, Siebel VB & eScript, UNIX/Linux korn/bash shells, AIX and Solaris

Backoffice Systems: Windows NT/2000/2003/2008 Server, Active Directory, Confidential eDirectory, AIX, MSMQ, IBM MQ Series, Solaris, VMWare, RHEL/Oracle Linux

Siebel Systems Certifications: Siebel Technical Architect

Siebel Server Administration: Siebel Remote Administration, Configuring an Application Using Siebel Tools, Applying Siebel Visual Basic and COM Interface Concepts, Using Siebel 2000 (Siebel Call Center and Sales Enterprise, Verticals), Siebel Certification (2000, 2001, 7.5, 7.8, 8.x)

Completed Siebel: 7.8 and 8.x Upgrade Training

Siebel Version: 5.x, 6.x, 7.x, 8.x SEA and SIA

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Siebel Public Sector 8.0.0.13 on Solaris 10 and Red Hat Linux 5 on Oracle 10.2.0.4
• Implemented BI Publisher 11g and integrated with Siebel
• Resolved critical production issues with eScript and server component crashes
• Provided recommendations on implementing the Optimizer component of Siebel Scheduling
• Diagnosed and resolved problems with the Appointment Booking Service and Assignment Manager
• Resolved configuration and scripting issues in eService and Public Sector applications
• Identify changes to desktop environments to resolve problems with Siebel ActiveX controls and CTI toolbar
• Implemented Siebel Strong Encryption Pack and enabled encrypted communications between web and app servers
• Created upgrade plan for upgrading to Siebel 8.2 and implementing Open UI
• Diagnosed and provided solutions for database performance issues

Confidential

Responsibilities:

• Siebel Financial Services and eChannel 8.0 to 8.1.1.9 Upgrade on Windows Server 2008 R2 and SQL Server 2008 R2
• Upgraded highly customized application consisting of internal Financial Services and Marketing application as well as member and provider portal applications based on eChannel
• Built Servers and VMs for all environments including development and several testing and training environments
• Setup integration points with back office mainframe systems
• Setup inbound and outbound web services portal integration for both internal applications and integration with partner systems
• Troubleshoot and resolve various environment issues after upgrade
• Setup Oracle BI Publisher and convert over 100 custom Actuate reports to use Oracle BI Publisher
• SOAP Web Services integration with custom ASP.NET and Java applications
• Reviewed customer’s extensive eScript on the application and provided options for converting some logic to configuration and BC/Applet User Properties
• Converted sever Virtual Business Components to External Business Components to improve performance

Confidential

Responsibilities:

• Siebel Public Sector 8.1 running on AIX on Oracle 11g on AIX
• Created integration workflows and objects for accepting immigration applications
• Integrated with WebSphere, TIBCO, and custom Java applications using Siebel web services
• Used ClearCase and ClearQuest for change and version management
• Used ClearQuest to develop custom Java application used for application UI
• Used Rational Software Architect to model the flow and structure of the application
• Customized Siebel Scheduling to handle custom appointment rules
• Customized the Siebel UI to support Section 503 compliance and apply DHS branding throughout the application
• Create custom workflow processes and integration objects to support a custom Java-based UI
• Customized the Audit Trail implementation to support additional fields in the UI and store tracking information passed from the custom Java-based UI

ConfidentialO

Responsibilities:

• Siebel Financial Services 7.7 running on AIX on Oracle 10g on AIX
• Created custom inbound and outbound integration from Siebel to custom Java application using EAI, Workflow Processes and XML
• Created inbound Workflow Process that is launched from a JMS receiver inbound from MQ Series message
• Created an inbound workflow to accept an ad hoc list of eConfigurator attribute updates and used the eConfigurator API to apply these change dynamically
• Created custom process for handling eConfigurator rule exceptions and passing the results back to custom Java application using Eclipse
• Created custom integration with Teradata database

Confidential

Responsibilities:

• Siebel Call Center 8.0 and eService on AIX running on Oracle 10g on AIX
• Re-implementation of their existing 7.5 Call Center environment and a new implementation of eService
• Customized Call Center application to integrate with Microsoft Communicator
• Setup and customized Assignment Manager for Dynamic and Interactive Assignment. Customized assignment objects based on business needs
• Setup and customized Oracle Secure Enterprise Search 10g with integration into Siebel and Documentum
• Customized the Oracle SES Interface based on Oracle Application Server using JDeveloper
• Review and adjust environment layout to eliminate all single points of failure for production environment
• Tune application and database for best performance.
• Reviewed existing application customization and identified customizations that could have been implemented using standard functionality and created process to move to standard functionality.
• Worked with operations team to resolve infrastructure issues and develop release processes to migrate from development to test to production.
• Customized eService application to permit users to create and review SRs and search the knowledge base.
• Reviewed and recommended changes to improve performance problems with OBIEE.
• Developed architecture plans for running OBIEE on AIX and Oracle 10g
• Customized OBIEE UI and moved existing instance from Tomcat to Oracle Application Server 10g
• Reviewed and optimized Informatica ETL process for OBIEE

Confidential

Responsibilities:

• Siebel High Tech Industrial Manufacturing vertical 7.8.2.10 on AIX and Windows with DB2 8.2.5 on AIX
• Implemented new installation using new Order Management infrastructure and Product Configurator with highly complex products. Created custom enhancements to provide support for customer Smart Part number and Attribute adjustments.
• Customized pricing and eligibility procedures, signals and variable maps to support advanced custom pricing structure.
• Performance tuned application and SQL queries while taking into account highly complex pricing rules
• Developed migrated scripts to bring existing customer, product, agreement and quote information from mainframe into Siebel using EIM and SQL scripts.
• Designed and implemented custom configuration for Siebel by meeting with the business and discussing best practices in Siebel and understanding customer’s business requirements and processes.
• Added customization to support protected documents and custom formatting on Siebel Document Server for Proposal Generator.
• Worked with Siebel support and Oracle TAM to resolve and workaround Siebel product defects.
• Developed fixes for Siebel product defects that were integrated into the base release of Siebel.
• Created new and customized standard Siebel EAI objects to support integration to third party products and back office systems. Corrected out of the box problems with EAI objects that Siebel uses internally for importing and exporting standard objects.
• Made recommendations on environment layout, sizing and deployment approach.
• Developed custom workflow policies, processes and programs to automate business tasks in Siebel.
• Developed a high availability design for production environment to support a worldwide 24/7 environment.
• Provided off-hour support during unplanned critical failures.
• Supported rollout of application upgrades and patch installs.
• Setup and configured application internationalization to support English, French, Spanish and Dutch for the application UI and customer facing proposals, Actuate reports, and Product Configurator. Configured application to support a variety of currencies and translated list of values.
• Setup Partner Management application to allow for partner registration, user access and partner locator using address and GIS data stored in Siebel

Confidential

Responsibilities:

• Siebel Financial Services 7.7 on Solaris running on Oracle 10g on Solaris
• Created technical design and configured Siebel Financial Services 7.7 to store member policy data and applications as customizable products in Siebel 7.7
• Created and configured integration objects for inbound policy data from Adobe PDFs via Adobe Form Server and outbound integration to mainframe backend
• Created customized UI templates for Product Configurator
• Setup workflow to pass policy data as XML to Adobe and the mainframe via Java Messaging Services
• Provided comprehensive review of custom configurator to determine any issues that will cause problems during an upgrade to 8.0
• Reviewed performance problems within the existing application and provided configuration changes to generate optimized SQL
• Provided scope and timeline estimate to upgrade to 8.0 and add new customized UI for product configurator for full set of policies
• Assisted data team in creating EIM jobs to load existing policy data as policy attributes
• Assisted reporting and analytics team in identifying how policy data is stored in Siebel to allow for of reports to use new data structure
• Provided upgraded database and repository to 8.0.1 as proof of concept.
• Assisted Siebel Analytics team on developing reports based on product configurator data and attributes

Confidential

Responsibilities:

• Siebel Financial Services 6.0.2 to 7.7 to 7.8.2 Upgrade.
• Redesigned functionality using custom script to use standard configuration.
• Performed database and repository upgrade process.
• Optimized custom configuration to improve performance.
• Resolved data problems that caused upgrade scripts to fail and resolved configuration conflicts in Tools after repository upgrade.
• Web enabled customized applets after upgrade from 6.0.2.
• Corrected layout and configuration of custom applets after repository upgrade.
• Upgraded resulting application to Siebel Financial Services 8.0.1
• Integration with Trillium Data Quality and Continuum document management.
• Documented and rewrote custom scripts that used deprecated methods to support new web based architecture in 7.x.
• Integrated FileNet UI into the Siebel 7.8.2 UI using custom configuration in Tools
• Created custom DLL for FileNet connector to allow for custom handling of inbound FileNet records
• Created Oracle data load jobs to import existing data into FileNet connector integration database
• Worked with Siebel to resolve Oracle database performance issues
• Designed and configured Siebel Public Sector for Service Requests, Members and Activities
• Created workflow to create a new activity in Siebel when a new inbound image for a Member is scanned into FileNet

Confidential

Responsibilities:

• Tier 2 Siebel Operation Support for Siebel Communications 7.7.2.6 Vertical
• Worked on production issues with Siebel and the Appointment Booking Engine
• Analyzed and determine root cause on Siebel crashes
• Work with Siebel support and Expert Services to escalate critical problems and receive QFs to resolve these problems.
• Created scripts to monitor Appointment Booking Engine and Optimization progress and help diagnose problems during these processes
• Analyzed index usage in Siebel tools and Oracle to determine which could be removed to optimize performance and reduce space requirements.
• Configured the Schedule Optimizer to use GIS location data to optimize technician’s daily route path.
• Upgraded Siebel implementation from Call Center 7.5.3 to 7.8.2 on Windows 2000/Oracle 9i environment.
• Reviewed configuration and implementation design plans and made recommendations to optimize performance and comply with Siebel best practices.
• Built and supported development, test and training Siebel environments.
• Trained other developers on using Siebel best practices in their configuration and scripting code.
• Configured Siebel Marketing campaigns and the Email Marketing Server components.
• Created touchsceen interface to control a custom application though the WIN32 API using direct window handle calls.
• Created automation scripts to control interactive displays attached to custom breadboard circuits via serial and/or parallel interface.
• Assisted in the design and construction of custom breadboard circuits and component electronics for interactive displays.
• Upgraded Siebel implementation from Call Center 7.0.4 to 7.5.3 on a Window 2000/MS SQL Sever environment.
• Setup and configured Campaign management components including List Management and Response tracking
• Setup Siebel Analytics Server 7.4 for developing segmentation lists that were used in campaign management.
• Worked with business to identify KPIs in Siebel to export to Siebel Analytics
• Configured Analytics bridge in Siebel to allow for dynamic drill downs in Analytics and configured display of dashboard applets in Siebel
• Setup Correspondence and Fulfillment request for sending out product literature
• Migrated existing customer service data from Clientele to Siebel using EIM and Transact SQL scripts.
• Designed and implemented custom configuration for Siebel by meeting with the business and discussing best practices in Siebel and understanding customer’s business requirements and processes.
• Designed and implemented custom interfaces from MAS200 to Siebel using EIM and Siebel workflow processes and from Siebel to Kronos using SQL scripts.
• Created a custom DLL to support protected documents in Siebel Document Server for Correspondence.
• Installed, configured and customized Siebel Search using Fulcrum and Siebel Find Objects to provide searching across various application data and external attachments.
• Worked with Siebel support to resolve and workaround Siebel product defects.
• Developed fixes for Siebel product defects that were integrated into the base release of Siebel.
• Customized Siebel EAI objects to support configurable assets and products in Siebel.
• Used configuration to perform application functions that previously required scripting.
• Made recommendations on environment layout, sizing and deployment approach.
• Developed custom workflow policies, processes and programs to automate business tasks in Siebel.
• Developed a zero-downtime plan for Siebel used in a 24/7 call center environment.
• Provided off-hour support during several unplanned critical failures.
• Supported rollout of application upgrades and patch installs.
• Setup sample 7.8 environments to prepare for and test upgrading Siebel.
• Analyzed and tuned Siebel application and database performance by reviewing query performance and reviewing Mercury LoadRunner results to identify specific problems in the application.
• Installed and configured FirstLogic for address cleansing, contact and account deduplication and account name standardization rules.
• Customized FirstLogic rules to meet client’s needs.
• Migrated knowledge base from Clientele and free form documents into Siebel Solutions and created search indexes to assist CSRs in quickly finding solutions to the most common problems.

Confidential

Responsibilities:

• Customized and configured Order Management process on Siebel Communications 7.8.2 Vertical
• Assisted in analysis and design of custom promotion rules for Quoting.
• Developed prototype for transferring custom rules to Quote.
• Developed Validation Rules for Quote based upon proprietary business processes that were eventually rolled into the base Siebel 7.8 application.
• Configured Siebel eChannel and eService for use by Partners to access Opportunities on Siebel Call Center 7.5.3.
• Customized screens and views to customer’s requirements.
• Setup Siebel Single Sign On to integrate with Confidential iChain and eDirectory.
• Planned and documented production roll-out procedures.
• Created test scripts and test data.
• Upgraded Siebel Call Center 6.3 to 7.0.4 running on an AIX/DB2 platform.
• Tested and logged product defects in beta versions of Siebel 7.
• Analyzed and updated Siebel eScript code to take advantage of new features in Siebel 7 and remove functions that are no longer supported.
• Developed new features in Siebel to replace functions that are obsolete.
• Worked with Siebel Expert Services to resolve product defects and developed workarounds for product defects found in Siebel.
• Analyzed and updated configuration and custom scripting to provide better efficiency and performance.
• Worked on optimizing performance in Assignment Manager.
• Worked on improving data transformation to increase performance.
• Upgraded custom code on SmartScripts to support the new web based architecture in Siebel 7.
• Customized views used in new version to assist users in searching knowledge base to resolve common problems and requests.

Confidential

ChangePoint Implementation

Responsibilities:

• Assisted in capacity planning and design of ChangePoint customizations and assisted in review of migration from existing custom systems.
• Worked on design and process for integration with CODA Financials.
• Setup backend hardware used for development, testing and production environments.
• New deployment of Siebel 6.3 Call Center and eChannel and eService applications for partner application process and user management.
• Worked with Siebel Product Marketing and Siebel Expert Services to develop new features that were eventually integrated into the base release of Siebel.
• Assisted in the planning and design phase of the development process and made suggestions as to what solution is a best fit. Provided insight on Siebel’s capabilities and limitations during requirements analysis.
• Made radical changes to the look and feel of the Siebel application to fit the customer’s internal web standards.
• Used eSmartScripts to develop a method for potential and existing partners to apply for Compaq partnering programs. The application and its questions are dynamic in nature so that question or programs can be changed, added, or removed and a recompile of the application is not necessary.
• Used Siebel Tools for developing custom applets and views for processing applications.
• Installed and configured Oracle for use with Siebel and installed and configured several of the environments used in the development of the application.
• Assisted customer with developing a Siebel interface to their proprietary applications.

Confidential

Siebel eSales project

Responsibilities:

• Implemented Siebel 6.3 Call Center and web based customer facing applications for quoting oil well services.
• Responsible for customized the look and feel of the Siebel eSales and eService customer facing portal applications. for the client.
• Modified the appearance of Siebel eSmartScripts to the customer’s specifications.
• Developed custom templates for use with other Siebel applets.
• Developed a system for retrieving updated news for display in a Siebel Applet from an internal source.
• Responsible for designing, deploying and maintaining technology infrastructure.
• Designed and implement Windows 2000 network. Setup and configured Windows 2000 servers running network services.
• Configured broadband network routers and switches. Setup internet connectivity and security
• Provided desktop support.
• Consulted with vendors to analyze and implement Accounting, ERP, and CRM systems.
• Designed and deployed Windows and Web based Visual Basic applications for user interface and server-side components.
• Designed and deployed custom integration applications for automating data analysis.
• Designed and implemented prepaid transaction processing system including server-side services and communication infrastructure as well as Verifone terminal and web applications for user interface
• Implemented and supported Great Plains eEnterprise accounting and e-commerce system.
• Implemented and supported Siebel Call Center 5.5 to run customer support call center.
• Designed and implemented customizations for Great Plains and Siebel as well as integrating with custom applications.
• Organized a variety of free form documents into a central knowledge base in Siebel to allow CSRs to quickly search and resolve common customer problems while the customer is still on the phone.
• Developed Visual Basic web and ASP applications using COM, SQL Server, Oracle, Telephony, and MTS components. Designed and administered SQL Server and Oracle databases including Transact-SQL procedures for improved efficiency.
• Implemented and administered Exchange 2000 email system.
• Installed and administered Nortel Meridian 1 telephone system with Meridian Mail and Meridian Link.
• Responsible for support during roll out of new Dell desktop systems and conversion from Token Ring to Ethernet.
• Traveled with deployment team and assisted in configuring custom applications and providing support to end users during the rollout period.
• Configured and setup Windows based PCs on a Windows NT network.
• Responsible for troubleshooting hardware and software issues.
• Administer the performance and functionality of all computer equipment.
• Install new wiring for telephones and workstations.
• Assist in the design and construction of new exhibits.
• Setup and configure file and printer sharing for users. Install and configure new hardware and software in existing systems.

Confidential

General Partner

Responsibilities:

• Make basic day-to-day business decisions. Handle accounting and cash flow.
• Repair, configure, and build new PC's.
• Handle return merchandise (RMA's), purchasing of computer components for assembly, and software, including operating systems and applications.
• Analyze, design, and administer the performance of network connections/configurations for customers during service calls. Perform the physical setup, installation, and testing of LAN wiring for small business customers.
• Perform on-site service to a variety of business and individual clients.
• Install mini-dish digital satellite systems.
• Handle technical support and repair service calls.
• Assemble new systems, and upgrade existing systems. Perform the assembly, installation, and testing of various components for PC systems.
• Perform cost-benefit analysis on hardware/software upgrades.
• Perform the physical setup, installation, and implementation of workstations.
• Consult with vendors regarding enhancements to hardware/software and networking capabilities.
• Install and configure various operating systems such as Windows 3.1, Windows 95, Confidential and Windows NT (3.51 and 4.0) file servers.
• Handle customer sales and service calls.
• Repair, configure, and build new PC's. Handle return merchandise (RMA's), purchasing of computer components for assembly and upgrades.
• Sold custom built and configured desktop, server and network systems.
• Perform cost-benefit analysis on hardware/software upgrades.
• Perform the physical setup, installation, and testing of computer systems. Install and configure various operating systems such as Windows 3.1, Windows 95, Confidential and Windows NT (3.51 and 4.0) file servers.
• Consult with vendors regarding enhancements to hardware/software and networking capabilities.
• Perform on-site service to a variety of business and individual clients.