CYRIL ROY S No ** **th Cross,

ITI Layout,

Benson Town Post

Bangalore 560 046

Karnataka

India

Contact Ph. # : 718-***-****

E-mail – acf89c@r.postjobfree.com

acf89c@r.postjobfree.com

ERP Analyst with 11+ Yrs of exp., in ORACLE CRM

Objective

My work in Information Technology for 11+ years has given me a keen insight in the

use of technology for business. I am looking for a role to leverage my ERP Support

skills to further my growth, as well as the organization I work for.

Career Summary

Project Lead – Unisys Global Service India currently Hexaware Technologies (Sep 2007 till

May 2013) Worked on an implementation project (India) and upgrade projects.

Consultant – Appshop / USi / AT&T (Jan 2002 till July 2007)

Team Supervisor - First Ring India Pvt. Limited (February 2000 – January 2002)

Consultant – Manor Information and Management Services MIMS (May 1995- Jan 1999)

Technical Qualification:

Oracle CRM 11i and R12 on pl/sql envirnoment

e-Business Essentials: 11i Architecture, System Administration.

Sales: Sales Fundamentals, Telesales, Sales Online.

Marketing: Oracle Marketing Online.

CRM Application Foundation: Territory, Resource, Task, Assignment,

Interaction History, Currencies etc.

Contracts: Core Contracts, Contracts for Service

Customer Support: iSupport.

Service: Installed Base, Depot Repair, Field Service, Tele Service and

Customer Support

Professional Experience 1.

Worked on an implementation project for India localization R12 CRM (Service

Contracts, Field Service and Installed Base and Depot Repair) as a Team lead for

the project

Project Lead:

Unisys Global Service India ( Sep 2007 till May 2013)

Responsibilities:

Supporting Service Contracts and Install Base for user issues, monitoring and

providing support in order for the smooth process (daily activities including month-

end processes). Mentoring team members in adhering to trouble shoot and make sure

resolution is provided to the user community on a timely manner.

This module basically deals with the contracts which can be billed on monthly, quarterly or

yearly basis depending upon the requirement and also the life cycle of an instance created for

an item in Install Base.

Providing support and performed setups for the ERP upgrade from 11i to R12.

Worked on a R12 implementation for India (localization)

Professional Experience 2

Application Analyst – USi / AT&T (Jan 2002- till July 2007)

USi / AT&T a premier Oracle Solutions Partner working exclusively in Oracle

Applications area in Hosting, Implementing and Supporting applications. The

company boasts of more than 100 US based clients.

Responsibilities:

Working in Core Oracle CRM application suite, Release 11i in modules which

include Foundation, Contracts, Install Base, Customer Support, Depot Repair,

Customer Care, Tele Sales, Tele Service, Sales Online, Marketing Online and

other modules.

Responsible for Customer service on the above mentioned modules for client like

ADIC, LSI, World Vision, Symmetricom, Riverstone, Good Technology, Calix.

Exposure to problem solving and client interfacing skills especially to the service

sensitive US customers.

Working with Oracle Corp. for solutions including TARS/SR’s.

Responsible for testing and also to support recommendation to release or rework

the solution and also to identify the areas where improvements are required in

testing/developments process.

Execute the test in accordance with test plan, also to ensure the results are as

expected.

Ensure that changes are being reflected in system documentation for version

control.

Interaction with functional managers and process owners to understand their

system so as to fulfill the integration and support requirements

Trained our support executives in Oracle CRM covering various modules.

Professional Experience 2.

Position Held : Team Supervisor

Employer : First Ring India Pvt. Limited

Duration : February 2000 – January 2002

Responsibilities:

Accountable for a team of 15 agents and their responsibility towards

production.

Goal setting for every individual team member.

Forecasting weekly & monthly targets, as defined from time to time in terms

of revenue generation & agents required to optimize available production seats.

Co-coordinating with HR, Finance, Quality, IT & Software for ensuring same

day resolutions of all complaints and queries.

Generate reports like daily, weekly and monthly reports; incentive

calculation, attrition and end of shift reports.

Work under pressure and deal positively with difficult situations – finding

solutions before escalating the same.

Skills & Abilities.

Leadership and team management.

Advanced problem solving ability.

Quick learner.

Self-motivated.

Intense focus on Quality output.

Ability to interact with cross-functional teams to achieve objectives.

Motivational skills.

Delegating successfully.

Multi-tasking.

Teaching ability.

Time management

Professional Experience 3.

Position Held : Consultant

Employer : Manor and Information Management Services.

Duration : May 1995 – Dec 1999

Responsibilities:

Imparting computer education for various schools around Bangalore.

Had trained internal colleagues in handling school syllabi.

Academics:

Bachelor of Commerce, Chattisgarh University, India.

Training Programs

Customer specific training for Call Center Management at Next training institute in

January 2000.

English Enhancement Training by in house training department of First Ring.

Windows 2000 training by in house training department of First Ring.

Additional skills acquired

• A keen interest in technology and a desire to update my knowledge continuously.

• Good presentation & written communication skills.

• Good team management skills, ability to lead from the front.

Hobbies : Reading, soccer, bowling, chess and various other sport.

Contact this candidate