Manager Sales

Location:

Gaithersburg, MD, 20877

Posted:

April 29, 2010

Contact this candidate

Resume:

HARSHA NAVUDU Oracle Applications CRM Functional

Consultant

214-***-****

***********@*****.***

SKILLS and EXPERIENCE

. Experience in R12, 11i (11.5.10, 11.5.9), 11.0.3, 10.7SC, Oracle Tele

Service, Oracle Service, Oracle Service Contracts, Install Base, Oracle

Sales, Oracle Tele Sales, Oracle Sales Online, Oracle Marketing Online,

Oracle Contact Center, Oracle Customer Care, Oracle eMail Center, Oracle,

Oracle Inventory, Oracle Workflows, TCA Architecture, Oracle CRM

Foundation (Assignment Manager, Resource Manager, Territory Manager, Task

Manager, Calendar, Notes), Order Management, Oracle Purchasing,

Inventory.

. Functional and Technical experience in Oracle CRM, Financials and

Manufacturing suite

. Project Implementation Lead in strategic planning, project planning,

project reviews, feasibility studies, time and cost estimates, statement

of work, functional system architecture & forecasting. Business Process

Analysis, Business Process Re-engineering, GAP Analysis, Data Modeling,

Data conversion, Data Flow Diagrams, Entity Relationship Diagrams,

Software requirements analysis, technical system design, interface

agreements with legacy/external systems, Systems Development Life Cycle

Methods - development, quality assurance testing, deployment and support

phases, training, implementation & migration strategies

. Worked on large-scale and medium-scale implementations; exposure to

Financial, Telecommunications, Banking, Manufacturing, Insurance,

Service, Education, Software Development and Agriculture industries.

. Over 12 years of Oracle experience of which 3 years with Federal

Government

. Writing Proposals and Presentations.

Skills

RDBMS Oracle 7.x/ 8.x/9i, 10g

Hardware Platforms HP-9000, Sun 4000, SUN 6000, IBM RISC 6000

Operating Systems SUN Solaris 2.5.1, UNIX System V, 4.2.HPUnix 10.2,

IBM AIX4.2, Windows NT 4.0

ERP Oracle Applications 10.6/10.7SC, 10.7NCA, 11.01, 11.02, 11i (11.5.7,

11.5.9, 11.5.10), R12, AOL, Teleservice, Field Service,

iSupport, iStore, Spares Management, Field Service

Technician Portal, Sales, Sales Online, Oracle Tele Sales,

Oracle Marketing Online, Customers Online, Accounts

Receivables, Accounts Payables, Cash Management,

Purchasing, Order Management, Inventory

Tools SQL* Plus, Oracle Enterprise Manager (OEM 1.2/1.4), Developer 2000

(Forms 4.5, 6i Reports 2.5, 3.0, 6i), Discoverer 6i,

SQL*Loader, Workflow

Career Highlights

Project: Harvard Business Publishing, Boston

Harvard Business Publishing is the publishing arm of Harvard Business

School

Position: Oracle CRM Sales Functional Lead

Dates: 10/09- Present

As a CRM expert I am responsible for configuring and advising the client

with R12 Telesales, Sales and Quoting implementation. My activities include

. Setting up Leads and Opportunities

. Setup Sales Stages, Methodologies, Statuses, Forecast Calendar, UWQ,

Dashboard, Forecasting

. Personalize Oracle Sales module

. Setup Quoting which included setting up of Statuses, Quoting

Parameters, Default Rules, Automatic assignment of Owner and Quote

Security.

. Setup Lead to Order process.

. Setup Pricing rules for Quoting

. Setting up Resources, Groups, and Territories and CRM Foundation.

. Setup Sales security and hierarchy.

. Setup TCA for Customer Model

. Setup Roles and new Responsibilities.

. Meet with Sales Reps and Service Reps to gather requirements and train

them.

Project: Paetec Communications, Rochester, NY

Position: Oracle CRM Service Functional Lead

Dates: 01/09 - 09/09

As a Lead functional consultant responsible for configuring and

implementing Field Service and Service Contracts my activities include

. Implementing Oracle Field Service, which includes auto-scheduling

technicians for Field Service Tasks.

. Enabled Service Contracts integration for Field Service.

. Setting up Resources, Groups, and Territories and CRM Foundation.

. Setup Assignment Manager, Advanced Scheduler and Dispatch Tower

. Setup Calenders, Shifts and Skill Sets for routing Tasks to

Technicians based on availability and Skill Sets.

. Setting Service Request Types, Statuses. Task Types, Priority,

Transitions, Task Template and Auto Task Generation.

. Designed a custom program in Maketing, which extracts the Contact info

on the Service Request and sends a Marketing Survey email to the

Customer Contact.

. Set Workflow and BRM notifications

. Setup Dispatch Center for Field Dispatchers

. Setup NAVTEQ maps for Advanced Scheduler to calculate optimum Travel

time and distance for Tasks.

. Setup Mobile Field Service

. Involved in the Customer Model design.

. Defined Coverage Types and Coverage Templates

. Setup Subscription, Service, Generic Items and Contract Items

. Defined Approval Management to enable the Service Contract Approvals

. Setup Service Contracts Billing, Transaction Types and Accounts

Receivables (AR) Autoinvoice interface

. Setup auto renewals.

. Design an interface between Metaslov M6 Service and Oracle Field

Service

. Document the setups in BR100. Write test scripts. Conduct CRP and

Training.

. Write Dataloader scripts for Territories, Groups and Subinventories

. Schedule Concurrent Programs.

Project: Micron Technologies, Exton, PA

Position: Oracle CRM Sales Functional Lead

Dates: 07/08 - 12/08

As a Lead functional consultant responsible for configuring and

implementing Sales, Telesales, Quoting and Marketing my activities include

. Gather requirements from Sales Managers

. Setting up Leads and Opportunities, CRM Foundation and Territories

. Setup Sales Stages, Methodologies, Statuses, Forecast Calendar, UWQ

and Dashboard

. Architect TCA for the Customer model setup

. Setting up Territory Manager to assign Leads and Opportunities to

Salesreps.

. Setting up Quotes, Pricing and forecasting

. Setting up Advanced Product Catalog to implement product categories

. Setting up Marketing Events, Campaigns, Budgets, Audience and

Approvals. Setting up Direct Mail activities for Campaign Schedules.

. Setting up Proposals. Defined User Defined dynamic fields to capture

additional information.

. Setting up Resources, Groups and Users

. Documenting the setups in Oracle AIM BR100

. Conducted CRP and User Training sessions

Project: TEVA Pharmaceuticals, North Wales, PA

Position: Oracle CRM Functional Lead.

Dates: 11/07 - 07/08

As a Lead functional consultant responsible for configuring and

implementing Teleservice, iSupport and Knowledge Base my activities

included

. Gap analysis against the present legacy system and mapped standard

Oracle functionality.

. Setup Service Request Types, Statuses, Status Transitions, Map Types

to Responsibilities, problem codes, and resolution codes.

. Setup Task functionality, which included setting up auto task

generation.

. Setup Profile options, Descriptive Flexfields

. Setup new Dashboard Profiles as per the clients requirements

. Defined new Related Objects to link other objects to SRs

. Setup Territory Manager to assign/route SRs to groups

. Setup BRM to generate notifications.

. Setup UWQ for SR and Tasks

. Setup iSupport which included personalizing iSupport homepage

. Created New User Types, enrollments and Templates for iSupport user

creation

. Created Custom Menus to limit iSupport user access

. Working on BR100 for Teleservice and iSupport to document all the

setups

. Setup Roles and Responsibilities. Create New Responsibilities

. Conducted CRP and System Testing.

. Wrote test scripts to validate the system.

. Prepared comprehensive training docs and trained End Users

. Completed system analysis for implementing Oracle Advanced Inbound /

Outbound and eMail Center

Project: Pension Benefit Guaranty Corporation, Washington D.C.

Position: Oracle CRM Service Functional Lead

Dates: 06/07 - 11/07

. Implemented Oracle Teleservice to replace PBGCs PPS System (Premium

and Practioner System)

. Setup Service Request Types, Statuses, Status Transitions, Map Types

to Responsibilities

. Create Resources, Groups, assign Resources to Groups

. Setup Severities, Problem Codes, Resolution Codes, Note Types

. Setup Profile options, Descriptive Flexfields

. Setup Dashboard Profiles. Setup Workflow.

. BR100 to document all the setups

. Setup Roles and Responsibilities. Create New Responsibilities

. Create Concurrent programs and Request Sets and schedule them to run a

certain intervals

. Conducted CRP and UAT with the client.

. Involved in Testing.

. Trained Users. Helped with Training Documentation and Standard

Operating Procedures (SOP) doc

Project: Fair Isaac Corporation, Minneapolis

Position: Oracle Service Lead Functional Consultant.

Dates: 01/07 - 06/07

Description: Fair Isaac Corporation is the market leader in credit rating

tools. All the big credit rating agencies and major banks use Fair Isaac's

tools to obtain credit scores.

As a functional consultant responsible for configuring and implementing

Install Base, iSupport, and Service Contracts my activities included

. Setting up iSupport which included setting up Service Request Types,

Statuses, Assigning Service Requests to reps, Profile Options, User

access, Problem Codes, Status Transistions

. Setup Territory Manager and assignment Manager to assign Service

Request to Customer Support Reps.

. Personalizing iSupport screens to fit the client requirements

. Setting up Knowledge Management which included setting up statement

type, solution type, authoring flows and setting up security based on

Customer products.

. Setup Knowledge Management security in such a way that customers can

see only Knowledge content based on their Install Base.

. Setup Install Base so that Fair Issac can track all the products owned

by the customers.

. Setup Subscription, Service, Generic Items and Contract Items in

Inventory which included mapping of Units of Measure.

. Setup Contract Status Transitions.

. Defined Quality Assurance Checklists.

. Defined Coverage Types and Coverage Templates.

. Defined the setups for the Approval Management to enable the Service

Contract Approvals

. Created Transaction Types to pass the Invoice information to

Receivables.

. Setup automatic renewals for contracts.

. Architected the Order Management to Service Contracts interface, which

gets the order information and creates a Service Contract with the

Draft Status;

. Architected the Service Contracts Billing and Accounts Receivables

(AR) Autoinvoice interface which sends the active contract's billing

information (based on the billing schedule) to the Invoice

. Defined Lookups, Flexfields and Profile Options

. Setup Price Lists and Resource Groups

. Designed conversion program to convert data from legacy systems to

iSupport

. Explore MES, iStore and OCM for document management.

. Involved in CRP Testing and end user training

Project: Fujitsu Transaction Solutions, Dallas

Position: Oracle CRM Service Functional Lead

Dates: 06/06 - 01/07

Description: Fujitsu Transaction Solutions sell point-of-sale store

technology, U-Scan self-checkout systems, self-ordering systems and multi-

vendor lifecycle services.

As Lead Functional Consultant I was responsible for the following

. Assess Field Service Suite which included Teleservice, Field Service,

Field Technician Portal, Mobile Field Service, Customer Support and

Spares Management, Service Contracts and Install Base

. Assess iSupport and iStore

. Gathered Requirements for Teleservice, Field Service, Field Technician

Portal, Customer Support, Spares Management, iSupport and iStore

. Analyzed requirements for Oracle standard functionality vs. Gaps

. Setup Service Contracts, which included setting up of Coverage

Templates, Coverage Types, Profile Options and Lookups.

. Setup Teleservice which included setting up of Service Request Types,

Status, Problem Codes, UWQ and Knowledge base

. Setup Field Service which included setting up of Dispatch Groups,

Skill sets, Shifts, Calendars, setting up of Field Engineer Trucks as

subinvetories and classifying them as good or bad.

. Setup UWQ for Service Requests and Tasks

. Spares Management - Set up sourcing rules, replenishment rules, min

max levels, Classify items as a spare.

. Setup Field Technician Portal which included Personalizing it to fit

the client needs

. Setup CRM Foundation, Assignment Manager, Territory Manager and

Advanced Scheduler.

. Setup iStore which included setting up Sites, Site Admins, Users,

Shopping Carts, Catalogs, Payment Types

. Used BR30 and BR100 documentation

. Personalized Field Technician to fit the client needs.

. Involved in CRP, end user training and production support

Project: Fair Isaac Corporation, Minneapolis

Position: Oracle CRM Sales Functional Lead.

Dates: 02/06 - 06/06

As a functional consultant my accomplishments were configuring and

implementing Oracle Sales and Telesales which included:

. Setting up leads management and Opportunities

. Setting Sales lookups, Profile Options

. Setting up Sales Coach Functionality (to coach salespeople) and Sales

Cycles

. Setting up CRM Foundation which included setting up of Territory

Manager, Groups, Roles and Responsibilities. Used TM to assign leads

and Opportunities to Salespeople.

. Setup UWQ for Opportunities.

. Create new DQM rules to fit the client's business needs for Customer

and Contact searches

. Was heavily involved in functional personalization's which included

creating new items, reordering existing items, setting default values,

making unused columns not displayed, assigning new CSS class, create

TIPS, Mouseovers etc.,

. Created custom saved searches and export the searches between

instances, create saved searches and export them for users to run and

view results.

. Writing test scripts for testing Opportunities, Leads, Customers,

Contacts and TAP

. Used Functional Administrator to define / modify new /custom menus.

Define / modify lookups etc,.

. Wrote functional design docs for enhancements.

. Trained end users and other client resources.

Project: Sungard, PA

Position: Oracle CRM Functional Consultant.

Dates: 10/05 - 02/06

Description: Sungard Oracle suite implementation includes Sales Online,

Leads Management, Service Contracts, Customers Online and TCA modules.

As a functional consultant was responsible for Setting up Sales Online

which included

. Setting up leads management and Opportunities

. Setup profile options, lookups, custom menus

. Worked extensively on setting up Territory Manager which included

picking the right territory qualifiers, to fits the business needs.

Territory manager setup was used to assign resources/salesreps to

Leads and opportunities.

. Designed a custom program, which uses Territory Manager setup and

assigns resource teams to Customers/Accounts.

. Was involved in post production support, trouble shooting issues and

end user training.

. Used AIM documentation extensively

. Support Customers Online setups.

Project: Pension Benefit Guaranty Corporation, Washington D.C.

Position: Oracle CRM Functional Consultant.

Dates: 03/04 - 10/05

Description: PBGC Oracle CRM implementation includes Oracle Service,

Oracle Contact Center, Customer Care, Oracle eMail Center, Knowledge

Management, Oracle Inventory, Oracle Workflows, and Oracle CRM Foundation

(Territory Manager, Resource Manager, Assignment Manager, Task Manager,

Calendar and Notes) modules. As a functional consultant my accomplishments

were Configuring Oracle Teleservice, which included:

. Setting up Email Center which includes creating email accounts,

assigning agents to accounts, Create Processing rules

(classifications, routing rules, auto acknowledgement rules), Intents.

Setup knowledgebase (Knowledge Management), suggested response

documents.

. Understanding eMail center tables and dataflow. Troubleshooting eMail

Center.

. Creating custom Profile Variables, Profile Checks, Drilldowns, Profile

Groups and Dashboard Groups.

. Creating Relationship plans and defining messages.

. Setup UWQ for Service Requests. Troubleshoot UWQ for performance

issues.

. Setting up Quick Menus to launch external applications from Contact

center.

. Setting up Assignment Manager to auto assign owners to Service

Requests. This included Defining Territories in Territory Manager.

. Defining System Profile Options, Descriptive and Key Flexfields.

. Defining Outcomes, Results and Reason Codes for Interaction History

and linking each other.

. Setting up Service Request Types, Request Status, Request Severities,

Problem Codes, Resolution Codes, Problem Codes mapping.

. Setting up Interaction Center and Customer Care lookups.

. Creating Functions, Menus, Responsibilities and Menu Exclusions.

Assigning Functions to menus, menus to responsibilities and

responsibilities to users.

. Post production support to support the implementation.

. Conducting client interviews to gather business requirements

Project: AT&T Oracle CRM implementation, NJ

Position: Sr. Oracle CRM Functional Consultant

Dates: Oct'2003 - Mar'2004

Description: AT&T Oracle CRM implementation includes Oracle Sales Online,

Oracle Partners Online, Oracle Marketing Online, Oracle Service,

Interaction Center, Universal Work Queue, Oracle Workflows, Oracle HR,

Oracle Core Contracts, Oracle Service Contracts, and CRM Foundation

(Territory Manager, Resource Manager, Assignment Manager, Task Manager,

Calendar and Notes) modules.

. Responsibilities included successfully architecting, implementing,

maintaining and supporting Oracle Sales Online, Marketing Online and

CRM Foundation modules (including the TCA Architecture).

. Implemented Oracle Service Contracts, which included setting up

coverage templates, entitlements, conditions, counters, renewals etc.

. Implemented Oracle Field Service which included automatic assignment

of Tasks to field engineers based on Skill sets and availability

. Involved in user meetings to gather requirements; production support

and end user training.

. Extensively involved in Oracle TAR management.

. Assessed Siebel CRM vs Oracle CRM and passed recommendations.

Project: Ultimate Electronics, Denver, CO

Position: Oracle Applications Lead Functional Developer

Dates: Feb'2003 - Oct'2003

Description: Ultimate Electronics is a leading electronics retailer in the

Midwest.

This was a migration project for Ultimate Electronics from a legacy system

(TOMAX) to Oracle applications 11i.

As an Oracle Functional / Technical developer I was responsible for

implementing Oracle Teleservice, Oracle Sales online, defining CRM business

process and testing.

. Implemented Teleservice Module, which included setting up Customer

Care, Contact Center, CRM Foundation, Service Request Types, Service

Request Mapping, Problem Codes, and Resolution Types.

. Created custom Profile Variables, Profile Checks, Categories,

Drilldowns, Profile Groups and Dashboard Groups

. Implemented Email Center which included creating email accounts,

assigning agents to accounts, Create Processing rules

(classifications, routing rules, auto acknowledgement rules), Intents.

Setup knowledgebase, suggested response documents.

. Implemented Oracle Sales online.

. Gathered requirements, wrote functional (MD050) and BR100 documents,

provided recommendations for user concerns and implement process and

system modification. (Utilized Oracle's Application Implementation

Method (AIM) approach, and documented the process using the