Manager Customer Service
Resume:
Ashwini Kanike
Siebel Developer
*************@*****.***
Professional Summary
. 6+ years of Experience in Siebel Tools Configuration, Siebel Workflow,
Siebel Data Model, Business Services, Product eConfigurator,
SmartScripts, eScript, VB Script, Server and Browser Scripting, EAI,
Siebel Visibility.
. Worked extensively in Siebel Order Management, Leads, campaigns and
handling of service requests and has an in depth knowledge in Siebel
7.8.2, 7.7.2.
. Has worked & gained rich experience in Order Management and EAI.
. Has experience in Accounts, Contacts, Opportunities, Service Requests,
Activities, Quotes, Orders, Products, and Assets Modules of Siebel.
. Rich experience in installation of Siebel 7.8.2 / 7.7.2 server,
client, tools.
. Good experience in Oracle 9i and SQL Server databases.
. Expertise experience in using Toad 8.0, VBScript, JavaScript.
. Thorough knowledge of Siebel Tools Configuration, Siebel Workflow,
Siebel Data Model, Business Services, Product eConfigurator,
SmartScripts, eScript, VB Script, Server and Browser Scripting, EAI,
Siebel Visibility.
. Hands on experience in writing, testing and implementation of the
triggers, stored procedures, functions, packages at database level and
form level using PL/SQL.
. Have good understanding of data modeling concepts [Relational and
Dimensional models].
. Created Functional and Design Specifications using process flow
diagrams, flow charts and used Microsoft Visio.
. Excellent communication and interpersonal skills.
. Got excellent Troubleshooting and problem-solving skills.
. Wrote Rules to Validate the Selection of Products. Used Siebel eScript
to write a script to extend data validation.
. Modified the script, domain, hierarchy, validation rules at product
level.
. Self-motivated and goal oriented, and able to operate with a sense of
urgency as needed to make deadlines, can take ownership of
assignments.
Education BS in Engineering
Technical skills
CRM Technologies Siebel 7.8.2, 7.7.2 Siebel Application Siebel
eCommunications, Siebel Call Center, Siebel, PRM
Portal Applications.
Languages SQL, PL/SQL, C, C++, JAVA
Databases Oracle 10G/9/8i, MS Sql Server,
DB2, MS Access
Web Tools HTML, XML, JavaScript, Applets.
Operating System Win 2003, Win 2000, Win XP, Win NT, MS-DOS
SolidWorks Corporation Concord,
10/07-Till Date
Senior Siebel Developer
Description:
Solidworks is the leader in 3D CAD technology, empowering product design
teams with intuitive, high performance software that is easy to use, and
provides the freedom to design products. Solidworks uses a portal
application where the reseller can place a quote, get the status of order
and the assets converted, renew the license of their products. It also
provides technical support to end customer by allowing them to raise
Service requests and provide access to various knowledge base options.
Responsibilities:
. Modified the customer portal application to meet the changes
requirements of the client.
. Created and modified Interactive Flow workflows with various user
interact steps. This forms as major workflow in user registration
process in eService application.
. Rectified the Asset conversion process, to fix the problems due to
upgrade process.
. Created a process to upgrade client end products to a newer version.
. Created Workflows and invoked using Run Rime events/eScript, policies
and involved in testing using simulator. This is implemented for
Activity Scheduler and Action/Service Request Requirements.
. Developed new personalization rules to display messages depending upon
conditions and the language of the application.
. Was involved in meeting user requirements by modifying application
which is used by reseller for better performance.
. Extended Base tables to meet the custom Business requirements
. Developed stored procedures for accessing the data. Developed the code
in Siebel to make a procedure call to access data and meet the user
requirements.
. Used Application Deployment Manager to migrate products, product
classes, price list, attribute adjustments and other versioned, non-
versioned data using customized data types.
. Developed a new tool on the portal application to create delta type of
quotes.
. Involved in configuring full life cycle of order management.
. Worked on Agreements, Entitlements, Assets.
. Modified web templates to meet user requirement.
. Extensively worked on UI Requirements of Sales Portal Application in
Standard Interactivity.
. Created new Siebel objects like database columns, Business Components,
Buscomp User Properties, Applets, Dynamic Drill down objects, Toggles,
pick lists, pick applets and MVG Applets
. Involved in creating Integration objects, EAI Workflows and Business
Services.
. Wrote Rules to Validate the Selection of Products. Used Siebel eScript
to write a script to extend data validation.
. Worked with EAI Siebel Adapter and other predefines EAI related
Business Services
. Worked on leads, campaigns, smartscripts.
Environment: Siebel 7.8, Siebel Call Center, PRM Portal Application, SQL
Server 2005, Ms Word, Ms Excel, Ms Visio, Windows 2005 server, javascript,
IBM MQ Series.
ANDREWS TELECOMMUNICATIONS, Boston
09/06-09/07
Senior CRM Siebel Developer
Description:
Andrew Telecommunications provides telephone services to several homes. It
has the responsibility to provide healthy & continuous communication
service to its customers. It also needs to capture the market i.e. gain
more orders. During this course, there could be few problems (issues &
escalations) while providing new lines or failure of some line. These
problems are registered in the Siebel database, monitored & resolved by the
SMC users (Andrews Communication people). Using Siebel platform, SMC users
keep a track of issues & escalations and resolve them at earliest. Siebel
focuses on effectively managing the customer service, providing solutions
and avoiding the penalties.
Responsibilities:
. Created design documents for all of the Configuration, Workflows,
Workflow policies and Assignments.
. Involved in server administration tasks like adding employees,
responsibilities, positions, contacts and accounts.
. Data Manipulation and Data Validation was performed using eScript.
. Configured assignment object, assignment criteria, assignment rule,
worked on defining the position and position skills for assignment.
. Designed the Workflow processes (Workflow Action Types, Groups,
Policies, Monitor and Action Agents) and configured using Workflow
Manager as per pre-defined business rules of the organization.
. Created Business Rules using Assignment Manager to automatically
assign entities to the appropriate individuals based upon the Position
of the employee.
. State Model was used to restrict status, sub-status and the level of
the agent based on the position of the employee.
. Predefined Queries were used to enable the user to view conditioned
data.
. Server Script was used to invoke the workflow from Client End.
. User Event was used to invoke a Business Service script at the
application start level.
. The concept of Anonymous user was used to restrict the setting of
profile attributes.
. Involved in activities related to repository migration from
Development to various environments like Testing, UAT etc.
. Provided a rigorous training to a group of users for proper testing.
. Successfully managed a group of 3 people who reported to me.
. Used various log files to troubleshoot in workflows.
. Created Repeating Components for invoking workflows for Action/Service
Request requirements.
. Creation and maintenance of users, position, responsibilities, access
groups.
Environment: Siebel 7.7.2, Siebel call center, Oracle 9i, Oracle 10G, Toad
8.x, Ms Word, Ms Excel, Ms Visio, platform HP-UX 11i v3.
Cadence Design System, San Jose
01/06-08/06
Senior Siebel Developer
Description:
Cadence delivers application specific kits and new-generation platforms of
integrated design technologies and methodologies that help user address all
aspects of electronics design in the nanometer era. Siebel CRM system helps
in meeting the increase need for optimal response to customer queries.
Responsibilities:
. As a consultant, studied the business flow, gathered the business
requirements, analyzed and created a functional document. Involved in
technical design and implementation of the application.
. Worked Extensively for EAI Implementation between Web Services and
Siebel Application.
. Managing customer accounts and updating them, query handling.
. Created Workflows for email notifications.
. Created custom Business Service to authenticate the request for
product and services and other business requirements.
. Designed customized Workflows to convert Order into Asset.
. Complex data mapping eScript was written to meet complex order
management.
. Provided support for testing phases.
. Provided training sessions to the newly joined associates.
Environment: Siebel 7.7.2, Siebel Call Center Application, Siebel
eCommunication, Oracle 9i, Oracle 10G, Toad 8.x, Ms Word, Ms Excel, Ms
Visio, HP UX platform 11i v1.6.
British Telecommunications, London
02/04-12/05
Senior Siebel Integration Developer
Description:
A Customer places an order for the installation of a telephone line,
through several interfaces. Each interface validates the incoming order and
reaches the Siebel level. Siebel also performs validations and an order is
created in Siebel database. After receiving conformations from other
connecting interfaces, Siebel creates an asset corresponding to the order
in the Siebel database.
Responsibilities:
. Played the role of technical consultant for order management system
for British Telecomm Sector.
. Responsible for the review of technical design documents with
functional designers to streamline business requirements and resolve
issues.
. Served a Lead of "Transfer Order" Module with code delivery on time
and it's successful go-live.
. Responsible for system component reviews, testing and walkthrough
sessions to confirm the completeness and consistency of technical
designs.
. Worked on Complex Order Management program which involved Orders and
Assets.
. Business Service was used to convert Order/Order Line Items - Asset.
. Build various Applets, Business Components, Views, Screens, and
Business Services to fulfill order processing.
. Order Types - New, Modify, Cancel, Amend, Simple Transfer, Change of
technology and the complex transfer were used for various scenario of
complex order management program.
. Various Order statuses like Acknowledge, Committed, Completed,
Cancelled and Ceased were used. Business Service was created to apply
logic for order header/order line item status update.
. SIS OM PMT Business Service, SIS OM Asset and SIS OM Order integration
objects were used to create Asset and orders incase of any
modification of order.
. Assets were created once order status was completed using a customized
workflow based on SIS OM Order - Asset Workflow.
. For transferring an order, previous asset was ceased using customized
workflow "SIS OM Disconnect Workflow", wherein another order was
created based on the asset (with same product features as that of the
asset) with order type as "Cease".
. Server Side Scripting was used implement several calling and network
features to the telephone line.
. eConfigurator was used to implement the calling and network features
in the product.
. Worked with Workflows, XML, Integration Objects and MQSeries as the
transporting agents to achieve integration.
Environment: Siebel 7.5, Siebel eCommunications Application, eChannel
Application, Oracle, Toad 8.x, Ms Word, Ms Excel, Ms Visio.
TCS, BSNL, India
05/03-01/04
Senior Siebel Integration Developer
Description:
BSNL is one of the leading communication provider in Indian market. Siebel-
CRM is an information system that enables an organization to manage
prospects and customers in an integrated way. This system enables the
company to solve the faults occurring in the communication lines. It has
major entities like Account, Contact, Service Request, Assets, and
Activity.
Responsibilities:
. Heavily responsible for functional designs, detail design, business
requirements and system requirements documents to meet requirement.
. Configuration done with Calculated Values, Validations using B.C User
Properties and Field Level.
. Worked with administrator in adding new columns to existing tables or
adding new tables in order to meet the needs.
. Various Applets, Business Components, Links, Mvg's, Pick applet and
Views were created to meet requirements.
. Various Assets were customized using eScript to satisfy business
requirements.
. State Model was used to restrict status changes for status and sub-
status of the fault.
. Pop - up messages were created using Browser Script.
. Created Constrained Pick lists to make available only data related to
a particular field on the user interface.
. Workflows were used to submit the fault to the downstream so that
fault can be resolved.
. Was responsible for System and unit testing.
Environment: Siebel 7.5, Siebel eCommunications Application, Siebel Call
center Application, Oracle, Toad 8.x, Ms Word, Ms Excel, Ms Visio, IBM MQ
Series.
Contact this candidate