Customer Service Engineer

SuMMARY

> Extensive experience in application support, development and testing the

system in Siebel,Oracle,Html,CSS,JavaScript and in WebDesign.

> Extensive experience in developing the test cases as per requirement

document, customizing, and supporting IT applications and systems with a

focus on IVRS, IWRS and Siebel CRM systems for industry/horizontal

applications.

> Have experience in preparing and executing the test conditions using

manual and automated tools like QTP and deviceanywhere.

> Experienced Computer Systems Analyst and Technical Support Engineer (8

years)

> Skilled in delivery of post-sales support and solutions for software

applications & systems to computer system users

> Creative thinker with a analytical knowledge and troubleshooting skills.

> Effective communicator that routinely collaborates with engineering &

service teams to resolve customer task- or project-related issues

Professional experience

PPD, Morrisville, NC

Implementation Analyst Jan 2012-present

> As Technical Lead, configuring, testing and implementing Interactive

Voice Response systems, Interactive Web Response systems for Patient

Recruitment systems.

> Providing technical leadership for activities such as unit testing, code

reviews, first-line end-user support and problem solving.

> Involve in SDLC process, performing unit, integration, and system level

testing to meet design specification.

> Work with QA and support team to maintain systems throughout their active

service life.

> Provide basic technical support/consultancy and end user support.

> Provide support and guidance to Associate Implementation Analysts.

Oracle Corp, Raleigh, NC

Senior Technical Support Engineer 2004-2012

> Advise customers on best practices in large implementations of enterprise

CRM and vertical/industry-specific applications.

> Performed business analysis and defined functional requirements.

> Researched and developed solutions for tuning software applications to

customer issues.

> Advised customers on improving the performance of their system(s) and

efficiently customize applications of interest.

> Act as the technical interface and contact point to R&D, QA and Service

teams for resolution of problems in products.

> Provided application support to partner organizations.

> Manage customer expectations at the technical and project management

level including Oracle Internal third party vendors and service

providers.

> Resolved customer issues involving installation, upgrade, and

configuration of applications.

> Negotiated rapid and correct assignment of customer service requests as

per their priority.

> Responsible for delivering product fixes after testing in standard

environment.

> Develop solutions using Siebel Tools 7.5/7.8/8.0/8.1.1 to solve critical

and escalated customer issues that require creative thinking.

> Authored many customer-facing knowledge documents about Siebel

applications and achieved service level targets by applying 'best

practices'.

> Responsible for training/mentoring team members.

EDUCATION

> Master of Arts in Economics & Statistics, University of Madras, India

> Bachelor of Education, Annamalai University, India

> A.A.S in Internet Technologies, Wake Technical Community College,

Raleigh, NC

LIcenses & Certifications

> SAS Certified Base Programmer

> Siebel Certified CRM Core Consultant

> IBM Certified Database Associate

> Oracle Certified OCA Professional (Oracle 9i)

> Web Developer Certificate, Wake Tech Community College

> QA Training from Gateway.com for automated and manual testing

Professional SKILLS

> Siebel Integration, Workflows, Configuration, Data Transformation, Data

Adaptors & Implementation;

> Siebel Clinical, Pharma, Verticals, Consumer Goods, Client Sync, SSSE,

Field Service, Crash Analysis, Application Administration, Data Quality

Manager, Assignment Manager

> Relational databases design & concepts;

> Programming languages including SQL, PL/SQL and HTML, JavaScript, SAS,

WebDesign.

> SAS Advanced Training

> Strong conflict resolution and risk management / mitigation skills

PROFESSIONaL AFFILIATIONS

> Siebel Community

PUBLICATIOnS ANd PRESENTATIONS

> Published several customer-facing knowledge documents in Oracle.

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