Service Sales

< Overall * years of IT industry experience mainly in CRM covering all

stages of software implementation, including business study, requirement

analysis, functional and technical design, development, Testing,

implementation & documentation.

< 6 + years of Siebel CRM solutions in the major Biotech, Healthcare,

Pharmaceutical, Insurance, Media, Institutions and Financial Industries.

< Involved in System Engineering, Requirement Analysis, Design,

Development, Configuration, Scripting, Integration, Upgrades,

Installation, System Administration, Testing, Deployment, Maintenance and

Support in various stages of the projects.

< Successfully implemented the Siebel Public Sector integration with

Interwoven and Web Based application through Datashare middleware and

using the Siebel EAI.

< Worked as the Technical lead for the support and enhancement of the

integrated Siebel Financial Services.

< Worked as project lead for development of Web-based, Client-server and

stand-alone application in the domain of Real Estate, Call Center.

< Actively participated in development of Functional design document,

Technical design document, Test plan, Test cases, Test script, User

Training etc.

< Excellent analysis and troubleshooting skills.

< A Great Team Player with the tremendous work ethics, Creative, Result-

Oriented, Solution-Oriented

Siebel Siebel Financial Service, Call Center, Siebel

Technologies: Sales, Marketing, Public Sector,Portal,Siebel

7.x,Siebel 8.x, Siebel Upgrade,Workflow,

Business Service, Integration,VBC,EIM,Data

Validation Manager, iHelp,Assignment Manager,ADM

Other CRM ACT! 5, 6, 7, 8, 9, Web.

Operating Windows 95/98/00/NT/XP.

Systems:

Programming Siebel eScript,Smart Script, Siebel VB, VB

languages: Script, JavaScript,XML,XSD,HTML

Databases: Oracle 8.x/9.x, PL/SQL, DB2, MS-SQL Server 7, MS

Access

GUI: Java,JSP

Tools: SQL Loader, Informatica, Actuate Report,

NYC 311 / Accenture

Role: Siebel Consultant

311 is New York City's online Web site and phone number for government

information and non-emergency services. Provide the public with quick, easy

access to all New York City government services and information while

maintaining the highest possible level of customer service. Siebel is used

to track the entire service request created on Web or in Call Center and

provide easy and efficient way to manage all contact records.

. Designed and developed an integration solution between Siebel,

interwoven, Data share system for Service Request entity using web

services for SR create, update and query transactions in Siebel.

. Created an Inbound/Outbound integration workflow process using EAI

HTTP Transport Adapter, EAI XML Converter and Siebel EAI Adapter.

. Created Integration Objects and Data Maps for new interfaces with

seven legacy systems. These were used in updated version of

Integration workflow.

. Developed workflow, business service to systematically assign division

and set status to open when a Service Request is created and send

email notification to service request contact. To achieve this used

custom business service to get division Id and to send email used

Outbound Communications Manager business service and CreateRequest

method.

. Developed workflow to send email to contacts in other departments when

resolution action is updated with referral using Outbound

Communications Manager business service, CreateRequeat method. To

trigger this workflow created Workflow Policy column, Workflow Policy

and Workflow Policy Action.

. Developed custom screen, views and applets for certain type of service

request. Created dynamic drilldown to navigate to another view using

calculated field.

. Successfully implemented Organization/Sub Organization visibility for

Rapid Service Request. This was one type of service request which was

common to multiple organizations. Within one organization there were

multiple divisions .The client wanted the functionality in which they

can restrict visibility first at Organization level and then at

division level.

. Used org enabled picklist to control visibility in multi org

structure. Also for call center agents user removed the restrictions

in order to show them all picklist value.

. Developed field validation using eScript to check for address, zip

code, and contact information.

. Used complex calculated fields to set submit flag, duplicate service

request flag.

. Extensively used user property at field, bussines component and applet

level.

. Fixed 30 defects from earlier release using several trouble shooting

techniques like debugging eScript, simulating business service in

debug mode. Also troubleshoot workflow by tracing log file of WPM

increasing log level of relevant components.

. Used ADM to migrate Data Maps, Views, PDQs, Responsibility between Dev

to Test, Dev to Staging and Dev to Prod environments. Also created

custom Integration Object for List of Value UDA business component.

. Responsible for performance analysis and troubleshooting.

Environment: Windows 2003, Unix, Siebel Public Sector 7.8.12, Siebel Call

Center 7.8.12

CBC SFA Implementation

Client: Capital Blue Cross

Team Size: 18

Software: Siebel 7.8.6,Siebel 8.1

Module: Siebel Financial Services, Siebel eChannel Financial Services

Role: Siebel Consultant

Description: Capital Blue Cross is a Health Care Company, headquartered in

Harrisburg, is one of the area's largest employers, with more than 2,300

employees. They are an associate of Blue Cross Blue Shield. This project

was aimed to implement the Siebel Financial Services 7.8 application for

the CBC Sales Force Automation for maintaining data of their prospect and

customer accounts and keeping track of opportunities, quotes, and policies

associated to them for their internal user as well as their over 300

brokers who were working for Capital Blue Cross.

Responsibilities:

. Responsible for the business requirement analysis, functional and

technical design, design review, testing and deployment of the

enhancements to production.

. Worked on Campaign Management, List Management and eMail Response.

. Created Marketing Segments and Segment Trees, Used saved segments as

nested segments.

. Worked on Siebel Tools to configure the Bussiness Objects, Bussiness

Components, Applets, Screens, Views, MVG and Picklists.

. Designed and developed custom Business Service for systematic

creation of parent and child opportunity when a new account is

created.

. Developed integration object and workflow for outbound integration

with Stepwise through middleware.

. Developed custom functions, business services and workflows to enable

the roll-up updates from child opportunity to parent opportunity when

one of the many child opportunities of a parent opportunity is quoted

or ordered.

. Developed custom functions, business services and workflows to

systematically update child opportunity attributes when quoted or

ordered.

. Systematically syncing opportunity sales teams with account team

members at the time of opportunity creation, and any time account or

opportnity team members are updated

. Developed validation logic using eScript to check for competitor data

and Opportunity note information when an opportunity is won or lost.

. Used DVM for generating customized messages to check account status

and opportunity win probability.

. Used complex calculated fields for calculating various renewal and

future dates based of the account current and next anniversary dates

. Extensively used user properties at field and buscomp levels to

implement service request bussiness rules.

. Developed 4 account cancellation activity notification workflow

processes for sales reps, managers and administrators

. Using workflow policies and RCRs, automated activity escalation

processes to notify the managers of required opprtunity updates

. Responsible for the data analysis and troubleshooting the Siebel

application.

Environment: Windows 2003, Siebel Financial Services 7.8.6, Siebel

Financial Services eChannel 7.8,Siebe 8.1

Pitney Bowes

Role: Siebel Consultant

Description: Pitney Bowes is the world's leading provider of integrated

mail and document management systems, services and solutions. They have

adapted and evolved over the years to meet the changing needs of their

customers through use of state-of-the-art technologies like Siebel.

Responsibilities:

. Involved in requirements analysis for the application customization

which include interaction with business people.

. Worked on Siebel Tools to configure the Bussiness Components,

Bussiness Objects,Applets, Screens,Views, MVG and Picklists.

. Designed and developed the custom Business Service for the automation

of Activity creation process when Account status change from prospect

to customer.

. Extensively used user property to implement business rules of Account

and Contact.

. Created Integration Objects and Workflows for the outbound

integrations with SAP and Mainframe systems through middleware.

. Created Workflow processes for the batch data processing in Siebel.

. Used SQL scripts for ad-hoc reporting and troubleshooing the data

related issues.

Environment: Windows 2000, Siebel Sales, Siebel Call Center, Siebel Client

7.5.2, Siebel Tools 7.5.2.

Project: Elanco CRM

Project Description: Elanco is a global research-based company that

develops and markets products to improve the health and production of

animals in more than 100 countries.Elanco is a division of Eli Lilly and

Company, a leading innovation-driven pharmaceutical corporation. Elanco

CRM is a solution to provide CRM capabilities to Elanco Sales &

Marketing. This project involved retiring a legacy Sales Force Automation

system (ELK) and implementing a Siebel CRM solution.

Responsibilities:

. Involved in complete Data migration from legacy and Data warehouse to

Siebel using EIM and Informatica. Created IFB'S for Account, Contact,

Address, Alert, Activities, Revenue, Invoice, Calls, and Account

Profile. Responsible for Design, implementation and atomization of

EIM.

. Configured the bussiness components, business objects,applets and

views using Siebel tools.

. Created and assigned the views to responsibilities through Application

Administration.

. Used the eScript on Business component and Applet for data validation

from User interface.

. Responsible for creating Master Details, Parametric Actuate Report

Administer Actuate Report Server and Granted Permissions. Trained

Client on Actuate Report administration.

. Responsible for Design and Implementation of Zip Code, FIPS code

validation.

Environment: Unix, Siebel Sales, Siebel PRM 7.5.2, Siebel Tools 7.5.2.

Project: GM Global CRM Implementation

Project Description: General Motor is implementing Fleet Management and

Lead Management modules in the first Block point release as part of the

Global Siebel implementation. The Siebel solution is aimed at increasing

the Leads, lead follow up and closure and in turn increase the Customer

satisfaction. The subsequent phase of the project is aimed to implement the

Call Center and Marketing functionalities.

Responsibilities:

. Involved in the design, development, testing support and roll out of

the project.

. Configured the business layer and user interface through Siebel tools.

. Responsible for maintaining the Siebel development environment. This

involved the application administration, local database extraction,

Siebel database maintenance.

. Developed the business object, business component, screen, views and

applets (List, Form, MVG and Pick applets).

. Developed custom business service,workflow for automating update of

account when service request is updated.

Environment: Siebel Marketing, Siebel Call Center 7.5.2, Siebel Tools

7.5.2.

Fannie Mae

Role: Siebel Product Configurator

Project Description: Fannie Mae is providing financial products and

services that make it possible for low-, moderate-, and middle-income

families to buy homes of their own.

Responsibilities:

. Design, development and implementation of Product Catalog.

. Created Detail design document and prototype

. Created System development Life Cycle design using SOX model.

. Created Products, Customizable Products, Product Groups and Solution.

. Added new fields in Product applet to support business requirement.

. Created Product Templates for easy Quote configuration.

Environment: .NET Framework 1.1, VB.NET, ASP.NET, ADO.NET, Web Forms, Win

Forms, XML, XSL, SQL Server 2000, IIS 6.0, Web Services and Windows 2000

Interlink Information Systems Pvt. Ltd., New Delhi

Role: ACT! Consultant

Description: Interlink was an upcoming company in New Delhi providing

consulting service in hardware and software. They were the single largest

service provider in northern India for ACT! (CRM software).

Responsibilities:

. Installation Server, Desktop & Laptop.

. Configuring web module.

. Auto Back up support

. Customizing Layout & Reports.

. Synchronization Setup for remote users

. Data transfer from excel, outlook etc

Masters of Business Administration in IT (2001)

Sardar Patel College Of Communication and Management, New Delhi, India

. Siebel Certified Consultant

. ACT! Certified Consultant

. MCSE Win NT, Win2000

Professional Summary

May 07 -July 09

.

Technical / Skills Summary

Aug 09 -Februray 10

August 06 -April 07

April 03- June04

Professional Experience Summary

Certifications

July 04-September 05

October 05 -August 06

Educational Qualification Summary

October 00-March 03

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