SANJAY WADGE Phone – 408-***-**** (M)

**** ************ *** 408-***-**** (H)

Sunnyvale CA – 94087 Email – xtbqgy@r.postjobfree.com

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Synopsis Over fifteen years of experience in Managing IT Projects, Leading, Analysis, Design & Implementing Enterprise (CRM, ERP) applications, Web applications & Systems Integration. Proficient in technologies such as Oracle RDBMS, SIEBEL ( Siebel Certified Consultant) , SFDC, Clarify, Web technologies. Extensive experience in implementing, upgrading and customizing SIEBEL and CRM products. Integrating CRM with other legacy application, Highly skilled with Project, Program & Team management.

Expertise:

Packages CRM, SIEBEL (8.1.1, 7.x, 6.x), Siebel Analytics/OBIEE, Oracle eBusiness Suite,

SaaS - Sales Force Dot Com (SFDC), Clarify, Coldfusion/Relayware (SaaS PRM)

Methodologies SDLC, Agile, Scrum, Six Sigma, DMAIC

DB & Tools Oracle RDBMS, MS SQL Server, MS Access

Software JAVA, JDBC, Servelets/JSP, EJB, HTML, XML, Open Source (Perl), C, and Unix Shell.

OS UNIX , Windows.

Other Tools – Visio, MS Project, MS Office tools (Word, Excel, Power Point)

Professional Experience:

May 10 – Present Adobe PM/Bus. Solution Architect/Bus. Process Architect

Project – Subscription Management System for Adobe’s SaaS Cloud Services, Product/Services launch on Adobe online Store.

Adobe is building backend Subscription Management Engine for their SaaS based cloud service products (which are being offered on subscription basis like acrobatc.om, photoship.com etc). I am driving various Subs. Mgmt. related projects, use cases and appropriate solution to implement them. It involves Subscriber acquisition, Subscription provisioning, Subscription lifecycle, billing and renewals etc. for various SaaS/cloud based subscription products with complex functionality and business rules. The tool has been built using SOA. It also involves integration with legacy enterprise application like Order Mgmt (SAP, Adobe Store), CRM (SAP, SFDC), Analytics etc. Managing the overall new product/service product launch implementation, Project and resources management, working with business and IT stakeholders as well as managing releases using Agile/Scrum methodology.

Environment – Web 2.0 Technologies, Adobe Cold Fusion, Java with Spring Framework, SOA, eCommerce order management etc.

Oct 10 – Present Eternity Systems Sales Force Dot Com Solution Architect

Eternity is helping couple of startups to implement Sales Force and its integration with other systems. We built integration of SFDC with Gmail, SFDC with Tender (tech support service application) for Scalr (scalr.net), a cloud infrastructure scaling Services Company. Few more integrations are under development. We also advised another video conferencing solution startup to use SFDC for managing their customer support.

May 08 – April 10 Deloitte /Juniper Networks PM -CRM Bus.Process Analysis & Design

Project – New Siebel CRM (Call Center, Sales, Channel Sales & Svc) & BI (OBIEE) Implementation

Juniper has implemented Siebel CRM. I played a role to manage & analyze the current CRM business processes (Sales, Marketing & Service), simplify & re-engineer to implement in Siebel. Put together detail Siebel design, data migration and integration strategy, implementation planning & roadmap to present it to upper management for their consensus and approvals. Define cross functional processes with MDM - Customer Hub (UCM), ERP (Oracle) & other IT applications. My focus area was Service renewal Sales (Direct & Channel), Service Contracts, Install Base (Assets), Reverse Service Supply Chain (RMA), Service Quote/Pricing/Order Mgmt., Self Service Portal, Collaborative Partner portal (SFDC-PRM) & Analytical Reporting (OBIEE). Interacted with cross functional business and IT Teams. Responsible for managing & delivering functional specification, reporting requirements, design & development planning, implementation, preparing SIT/UAT test cases, training plans & end user training. This also included CRM reporting (using Siebel Sales, Service & Marking Analytics/OBIEE), data ware housing, reporting migration requirements from Business Objects to OBIEE, and interface to enterprise applications like ERP, Portals, knowledge mgmt, and other reporting applications.

Environment – Siebel CRM 8.1.1 (Sales, Marketing, Call Center,) Siebel UCM, OBIEE /Siebel Analytics, Sales Force Dot Com (SFDC-Channel PRM), Oracle eBusiness Suite (Order to Cash, Service Contracts), Oracle Fusion middle ware, HP Quality Center.

Nov 07 – Aug 08 Cisco Program Manger - Data Mgmt/DMAIC

Project – Service Supply Chain Dashboard/Reporting Requirements and DMAIC Analysis

Root cause analysis using Six Sigma DMAIC methodology for issues related to Cisco’s Service Supply Chain Operations (SSC). Putting data requirements for Data Analysis using Service Contracts, Install Base, Case Mgmt & RMA data, Data mapping between Oracle Service modules (Case Mgmt, Service Contracts, Install Base) and Business Objects Universe. Presented detail analysis and findings to upper management. Based on the multiple issues identified, recommended business process changes to improve overall Service Supply Chain operations. Also defined dashboards and reporting requirements (BI) for monitoring. Collaborate with IT to formalize Business Intelligence and Reporting Solutions for SSC.

Environment –Oracle eBusiness Suite (Oracle11i CRM Service Contracts, Install Base), Business Objects, MS Project.

Apr 07 – Nov 07 Trend Micro Project Manger

Project – SaaS based Partner Relationship/Channel Mgmt (PRM) Portal Implementation

Managed PRM Implementation to implement integrated PRM solution for Trend’s Partner Mgmt Organization and Partner portal for Trend’s Partners. Functionality included eMarketing, Campaign Mgmt, CMS, Partner recruitment, Opportunity Mgmt, MDF, Partner Compensation mgmt & related analytical reporting etc. It is implemented in SaaS environment (Relayware which uses J2EE/Coldfusion & Web 2.0 technologies. My role was business processes re-engineering, implementation planning (Design, Development, Test/QA, Release, Training, infrastructure etc.), resource allocation, team/workforce mgmt, time and budget management. Resources and Budget Tracking. Release mgmt without impacting core business during the implementation, Change Request Mgmt.

Dec 05 – March 07 EMC/VMware Sr. Consultant (Architect/Sr. Analyst)

Project – Siebel Customization for the Sales & Support (Call Center) Organizations

Manage, Design, Architect, Re-engineering & Implementation of various Business Processes in Siebel CRM –

- Reworking VMwares’s Sales, Marketing, Channel & Service Processes

- Online Service request & Customer Service tool on Customer & Partner (for channels) Portal.

- Customize Siebel Service Request & Sales module to meet VMware specific functional needs.

- Order Management (Lead to Opportunity to Quote to Order to Cash)

- Enable Siebel for issue tracking by various organizations like Professional Services, Legal, Channel etc.

- Manage the workforce and call center agent resources, training the resources.

- Siebel integrations –KNOVA knowledge base, Oracle ERP, Eloqua Marketing tool, Customer & Partner Portals, Email (MS Outloook), etc.

- Involved in feasibility analysis for Master Data Management (MDM) for Customer Data Hub using Siebel UCM.

- Upgrade current Siebel implementation from Non-Unicode to Unicode Implementation (mini-upgrade)

- Eloqua (Third party Marketing Campaign Mgmt application) to Siebel interface to capture campaign leads

- Reporting Data Interfaces to Reporting and Data Warehouse/Analytics (Siebel Analytics/OBIEE) Application.

- Star Schema Dimensional Modeling and Data Architecture for Analytics and Reporting.

- Worked on defining Data Warehouse and Siebel Analytics/OBIEE implementation strategy.

- Duns & Bradstreet Customer Master data integration with Siebel.

- Implemented Mobile Client functionality

Environment – Siebel CRM 7.7.2 Sales, Call Center, eResponse Modules. UCM, Siebel Analytics/OBIEE, Oracle eBusiness Suite, MS Project.

Feb 05 – Aug 05 Informatica Inc. Sr. Consultant – CRM Architect

Project – Customer Vision Design & Development

Gathered and Analyzed business requirements, Designed, Re-engineered business processes and Customized Siebel application to collect Customer Profile (Technical and Business), Informatica Products/Asset information sold to their customers which can be used for further up sale, cross sale, marketing campaigns and improved customer service. Designed interface and Data Architecture to carry this over to Siebel Marketing/Analytics for Campaign Designs and Analytics using Informatica ETL tools. Helped in Start Schema Data Modeling, Dashboard design and Reporting using Siebel Analytics. Automated part of technical profile creation process upon creating an order in Order management System (Pivotal) and bringing it to Siebel using EIM.

Environment – Siebel 7 CRM (Call Center, eService), Siebel 7 Analytics (OBIEE), Oracle Data Wareshouse, Informatica Power Center, MS Project.

Aug 04 – Jan 05 NetManage Inc. Project Manager

Project – New Siebel CRM 7.5.3 Call Center, Field Service Module Implementation

Managed Call Center Application migration from Scopus to Siebel. Leading and guiding Siebel development team in Application Configuration, Data Migration from old Scopus database to Siebel using Siebel EIM. It includes implementation of Call Center module and migration of Accounts, Contacts, Products, Agreements, Entitlements, Service Requests, Orders and related child objects. Re-engineered Order processing for Service Orders and Agreement orders. Automated the process of Agreement/Entitlement creation upon processing of an order and creating an association between them. Single handedly managed the complete Siebel implementation.

Environment – Siebel 7.5.3 (Call Center, Field Service), MS*SQL server, MS Project.

Aug 04 – Feb 05 PalmOne Inc. Project Manager

Project – Direct Marketing Infrastructure assessment and Requirement Analysis

Involved in Analysis of existing Direct Marketing Infrastructure, database marketing needs, understanding current campaign automation, customer segmentation and execution in order to provide recommendation for improvement, understanding the need for analytics and reporting etc. Identified current infrastructure issues, data quality issues, campaigns executions issues, reporting (like ROI, Market penetration, Customer behavior analysis) issues. Various recommendations were made to improve the business processes associated with campaign and offer automation, defining new customer segments, data cleansing, secured data transfer needs, marketing database structure, defining various marketing programs based on the various customer segments, analytics and reporting using Siebel’s Marketing Analytics etc.

Environment – Siebel Marketing & Analytics, Business Objects

Nov 03 – Aug 04 PalmOne Inc. Project Manager/Sr. Bus Analyst

Project – Siebel CRM Call Center, eService & Marketing Module Implementation Customization

Managed and Implemented multiple projects at Palm. Involved in Analysis, Design, Architect and Business Process Re-engineering for implementing following functionality.

- Re-engineered RMA/Order processing tool using J2EE and Siebel EAI Technologies.

- Converting Call Center application from Regional functionality to Global and streamlining of standard Bus. Processes across. Re-engineering and implementation of service pricing using Siebel.

- Migrated old Handspring’s Call Center Application functionality (Vantive + home grown system) to Siebel as a result of Handspring merger with Palm. Implemented special pricing tool in Siebel.

- Implemented Firstlogic Siebel GDQL 2.0 Data Cleansing solution by Integrating with Siebel 6.3.

- Data Migration from Call Center to Data Warehouse for reporting and Analytics using Business Objects & Siebel Marketing Analytics.

All these projects were handled with my own team of people and managed all the teams and projects.

Environment – Siebel 6.3 (Call Center, Marketing with Analytics), J2EE, XML, JavaBeans, Informatica ETL

Aug 02 – Nov 03 Intuit Inc. Mountain View, CA Project Lead/Analyst/Architect.

Project – Upgrade SIEBEL from ver 6.2.1 to ver 7.5.2 (Call Center, Sales, Marketing)

Description – Siebel Upgrade - Leading Siebel CRM upgrade of their Siebel Call Center and Sales Application from Siebel ver. 6.2.1 to ver. 7.5.2. Involved in all aspects of Siebel upgrade including Pre-upgrade, Repository upgrade, Client functionality migration & Integrations with other legacy applications.

Sales/RMA Order Management Re-engineering, Automation & Integration

Helped in re-engineering Order Management process where full order life cycle was automated right from Marketing Campaigns to Order Fulfillment. This included – Campaign List Management, Campaign definition, delivery and response management, Loading campaign responses into Siebel using EIM, Lead Qualification, Converting Leads to Opportunity to Quote to Order (with complex business rules at every stage) and integration of Siebel Order system with Oracle ERP for fulfillment using Siebel EAI.

Built Customer Master with Firstlogic Data Cleansing Solution & integration with Siebel 7.5.2:

Implemented Firstlogic Siebel Data Link 2.0 (GDQL) Data Cleansing solution by Integrating with Siebel 7.5.2.

Environment – Siebel 7.5.2 (Sales, Marketing, Call Center), Siebel 6.3, Firstlogic GDQ

Nov-95 – Jul-02 Xoriant Corporation, San Jose, CA Project Manager/Architect.

Following are some of the projects I worked with different Clients.

Project – Analyzing and defining Data Integration Architecture for multiple SIEBEL Instances.

Client – CISCO SYSTEMS, San Jose, CA Role – Sr. Analyst / Data Architect

Description – Analyzing two SIEBEL instances (consists of SFA, Opportunity Mgmt, Account Planning, Territory Management & Sales Credit Assignments, Deal Support Automation and Incentive Compensation), finding out data commonalities between two, identify common business objects, their source system of records, customization performed on each of the object, gap analysis in object definitions and structure of the common objects. etc. Upon completion of analysis, define data integration approach & Data Integration Architecture was recommended.

Environment – SIEBEL 7.0.3 (Sales Enterprise), SIEBEL 7.5 (alpha version), SIEBEL Workflow, EIM, eScript, ORACLE 8i (SQL, PL/SQL).

Project – Customer View Manager

Client – CISCO SYSTEMS, San Jose, CA Role – Project Manager & Lead Architect

Description – Built Customer Hierarchy View Manager for Cisco’s Customer Data Hub. This tool is a part of Master Data Mgmt (MDM). Different users need to have different hierarchical view for the Customer Hierarchy. This tool allows users to build their own view of customer hierarchies. At any given point there can be multiple versions of customer hierarchies. These hierarchies are being used by downstream applications in various ways.

Environment – ORACLE (SQL, PL/SQL), J2EE., SIEBEL 7.0.3 (Sales Enterprise), SIEBEL Workflow, eScript, EIM, MS Project.

Project – ICRM – Creation of Unified Contact Repository.

Client – CHARLES SCHWAB Role –Lead Architect

Team – 1 Lead Architect, 1 Program Manager, 1 Business Analyst, 1 Technical Analyst.

Description – Worked at Charles Schwab to define the Unified Contact Repository which will have all the contacts made to the customers through various channels and applications stored in Unified Repository. The source applications are SIEBEL (Call Center, Business Development, Marketing etc.), eGain (Inbound emails from customers), Home grown application for Offers and Campaign Management and various home grown Web applications.

Environment – Oracle, Bea Weblogic., SIEBEL 2000 ver 6.2, IBM MQ Series, XML, SIEBEL Workflow & eScript.

Nov 95 – Jun 00 Client – CISCO SYSTEMS Team Lead.

Involved with implementation of multiple Customer Service related projects at Cisco. It included,

- Customizing Clarify Call Center application for Cisco’s improved customer support

- Building various reporting systems for various teams

- Building Pro-active Case tracking tools for Advance Services teams

- Building Executive Dashboards for Network Supported Account Management

- Re-engineering Service Contracts Management tool & its integration with Clarify

- Building Install base management tool

- Re-engineering RMA (Reverse logistics) Processes for Cisco’s critical customer support

- Re-engineering Field Service processes and tools.

- Integrated Customer Support applications for Cisco’s M&A companies

- Building web based online customer support related tools used by customers as well as internal employees.

Dec 85 - Nov 95 National Informatics Center, INDIA Sr. Systems Analysts.

Implemented multiple IT applications for various Indian government organizations.

Education MS - Computer Management, BS – Physics/Electronics

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