Sales Service
Resume:
Email:
*******@*****.***
SHAHUL HAMEED Dallas, TX.
Highly skilled Information Technology Professional seeks a challenging
position in PL/SQL, Informatica and Data warehousing platforms.
PROFESSIONAL SUMMARY:
More than 15 years experience with proven ability in area of Client/Server
and Distributed Multi-tier Application Data Modeling, Database Design,
Development, Data processing, Data Warehouse and Support mainly with Oracle
technology on different platforms.
Over 8 years of experience using Oracle PL/SQL, Packages, Procedures,
Triggers, Functions, Cursors, Ref-cursors, Collections, Partitioned tables,
Materialized Views, Table Indexing, Index Organized Tables (IOT) etc.
Extensive experience in Data warehousing and Business Intelligence: Data
modeling in dimensional structures Star/Snowflake schema, ETL, Change Data
Capture, OLAP, OLTP using PL/SQL.
Expertise in developing Data Conversion/Migration from Legacy System of
various sources (flat files, Oracle/Non-Oracle databases) to Oracle system
using SQL Loader, External table, Utl_file and API's.
Expert in Query optimization, Debugging and Tuning for improving
performance of the applications using Explain Plan, SQL Trace and Tkprof.
Extensive experience as a Team Lead/ Tech Lead / Analyst /Developer
involving analysis, design, development and implementation of project
requirements through interacting with Marketing Team for MRD (Marketing
Requirement Document), Customer interaction, Data Collection, Preparation
of Functional Specifications/Use Cases, GAP Analysis, Data Flow Diagrams,
Data Modeling, Project Management and System Demonstration.
Proficient in using UNIX and Shell Scripting
Implementation/Customization of CLARIFY CRM suite of products.
Experience in Data Collection, Preparation of Functional Specifications/Use
Cases, GAP Analysis, Data Flow Diagrams and ER Diagrams.
Have worked with MS SQL Server and Sybase databases and also possess a
strong understanding of RDBMS
Hands on experience in Web/Client Server Development using n-tier
architecture in J2EE framework.
Technical Skills:
Languages SQL, PL/SQL, Visual Basic, C, C+
Database Tools: Oracle SQL plus, Erwin 4.0, Visio, TOAD, PL/SQL Developer
Data Modeling Erwin 4.0/3.5, Star Schema Modelling, Snow Flake
Modelling, FACT & Dimensions
ETL Tools: Informatica 8.5.1/7.1/6.2/5.1 (Power Center/Power Mart)
Databases Oracle 10g/9i/8i, MS SQL Server 2005/2000, MS Access
2000/97
Operating Systems Windows 2003/2000/NT, AIX, Sun Solaris, Linux
CRM Clarify 12.5/13.1, Siebel 7.7.2
Education:
Master of Computer Applications (M.C.A), India.
Bachelor of Science (B.S). India.
CompuCom
April 2005 -
Present
Dallas, TX
Oracle PL/SQL Consultant
Hallmarks of a world-class help desk are well-defined, well-executed
processes, continuous improvement, best practices, effective technologies,
well-trained technical resources, and satisfied clients. Each month,
CompuCom's EHD receives and responds to an average of 80,000 help desk
events, which some 75 Fortune 1000 clients report through telephone, e-
mail, and Web access. CompuCom manages these events with an average 85-
percent first-call resolution (FCR) rate and a 96-percent client retention
rate. The EHD is available to these clients 24 hours a day, 7 days a week,
365 days a year (24x7x365).
Streamlined the Production Support processes to provide quick response to
the Service Center trouble tickets and to provide thorough ICA/ RCA
analysis, identified enterprise-wide issues and provided resolution. This
enables the Team Management to present the report to sponsors to get
approval of funding for new service requests.
.
Time/Material and Service Billing Systems/Interfaces
Role: Oracle PLSQL Consultant
Time and Material Billing Interface
Sep. 02 -
Mar. 03
The Time and Material (T&M) interface is driven from information collected
on a Case. A Case can be entitled to service contracts, a Sales Order Form
and / or equipment warranty. Some business scenarios may included all
three forms of entitlement. T&M is defined as a Case where labor time,
expenses and / or parts are entitled or billable to a customer.
Entitlement is defined as a set of services that are provided to the
customer as part of a service agreement. The T&M billing interface breaks
T&M into three categories, Straight T&M, Contract T&M, and Manufacture
Warranty. Support programs in Clarify to define the entitlements available
to a customer on a service contract. Support programs are used to define
the customer price, how the price is measure ( per hour, per event, per
month, ect ... ) and can be one of three types: Product based, site based
or independent programs. Product based support programs are services
provided to support one or more products. Site based and independent
support programs are services provided to support one customer location or
site. When a Case is entitled to a product based support program, the user
must select the equipment from the customer's site configuration and link
it to a Case.
. Involved in URD sessions, High Level Design and Detail design for Billing
Interfaces/Data Loaders
. Interact with client to understand user requirements. Translate user
requirements to technical design specifications.
. Involved in detail design and data modeling discussions
. Developed PL/SQL packages, procedures, functions, triggers, constraints
using DB links, Cursors, Ref-cursors, Bulk-collection, index, hints...etc
. Created composite SQL script using Dynamic SQL, Analytical function, Bulk
Collect.
. Used aggregate routines for views, summary tables, materialized views,
reports etc.
. Resolved Query Level performance tuning issues Explain plan, SQL Trace
and Tkprof utilities to pin point time consuming SQLs and turned them by
creating indexes and forcing specific plans.
. Used Collections, Bulk Binds to improve performance by minimizing the
number of context switches between the PL/SQL and SQL engines.
. Tested and took measures for maximum performance utilizing optimization
hints, processors, storages and query optimization.
. Implementation includes Development, System Test, Staging and Production
environments.
. Lead cycle 0 testing for test, staging and production environments.
Environment: Oracle 10g/11g, Erwin, TOAD, PL/SQL Developer 7.x, Clarify
CRM 12.5/13.1, UNIX.
Service Component Price Book
The goal of this project is to provide additional flexibility and options
for defining and fulfilling Support Programs or Sales Orders by providing
Service Component Price Books. These price books will be used to define
the allowable charges for fulfilling a support program or sales order.
Billing wants the ability to charge various rates for Saturday, Sunday, and
Holidays, not just 1 time for Saturday and double time for Sunday (current
limitations). They also want the ability to vary travel rates depending on
in and out of coverage times. The price books will be designed to work
with support programs and sales orders (SOF), as well as perhaps customers,
or bus_orgs.
. Interact with client to understand user requirements. Translate user
requirements to technical design specifications.
. Involved in detail design and data modeling discussions
. Translated business requirements into creation and alteration of database
objects: tables, indexes, constraints, triggers and procedures.
. Created PL/SQL packages/procedures to transfer data from legacy sources
into Oracle database tables. Loaded data into Oracle DB using SQL Loader,
UTL_File and external tables.
. Created PL/SQL scripts for Data transform, Add-hoc reporting, Data
Analysis, cleansing and validation.
. Wrote PL/SQL code for Oracle Job Scheduling and Maintain Batch Jobs.
. Wrote multipart SQL scripts using Dynamic SQL, Analytical functions
. Resolved Query Level performance tuning issues Explain plan, SQL Trace
and Tkprof utilities
. Implementation includes Development, System Test, Staging and Production
environments.
Environment: Oracle 10g/11g, Erwin, TOAD, PL/SQL Developer 7.x, Clarify
CRM 12.5/13.1, UNIX.
Clarify to Oracle Billing Interface
Outbound Interface: This interface is used to send invoices from Clarify to
Oracle. It does all the business validations and sends the invoice data to
Oracle finance system. The Oracle finance system processes the invoices and
calculates the TAX for the invoice data.
Inbound Interface: Once the Invoice processing is complete, Oracle inserts
the invoice data into the transaction tables. This Interface is used to
pull the data from the Transaction tables and update the appropriate
Clarify tables.
. Interact with client to understand user requirements. Translate user
requirements to technical design specifications.
. Translated business requirements into creation and alteration of database
objects: tables, indexes, constraints, triggers and procedures.
. Created and modified PL/SQL packages/procedures to transfer data from
legacy sources into Oracle database tables. Loaded data into Oracle DB
using SQL Loader, UTL_File and external tables.
. Created partitioned tables, partitioned indexes for maintainability and
scalability.
. Wrote PL/SQL code for Oracle Job Scheduling and Maintain Batch Jobs.
. Wrote multipart SQL scripts using Dynamic SQL, Analytical functions
. Resolved Query Level performance tuning issues Explain plan, SQL Trace
and Tkprof utilities
Environment: Oracle 10g, Erwin, TOAD, PL/SQL Developer 7.xClarify CRM
12.5/13.1, UNIX.
Sprint PCS
July 2001 -
March 2005
Overland Park, KS
Role: ClarifyCRM/PL/SQL Consultant
(1) Telesales System
Sep. 02 - Mar. 03
Telesales is the call center for the sales organization. Tele Sales
Representatives (TSR) answers telephone calls from potential customers who
want to purchase phone equipment and initiate service in one step. Calls
are driven to Tele Sales centers through marketing promotions and
advertising and by the direction of selected national accounts. The
TeleSales centers receive calls from consumers and business customers,
including national accounts. Telephone handsets are shipped to the
customers "hot", i.e. already activated and ready to use. In addition to
the sales function performed, Tele Sales captures leads and provides
program performance data to the marketing organization. Leads can be used
for further sales and marketing activities, program feedback can be used to
improve the effectiveness of future campaigns.
Leading a Team.
Analyzing, designing and customizing the database and front-end for product
development.
Implemented GUI and back-end functionality and wrote interfaces to make API
calls to the Amdocs' Billing system.
Gathering requirements from JAD sessions, designing the Object model,
Coding, Testing and Implementation
Involved with Reports for the Business Unit in tracking effective Sales and
other processes.
Generated Use Cases, Activity Diagrams, and Sequence Diagrams and Use Case
Realization diagrams for specific module activities.
Writing of the Session beans, Controller Servlets and JSP for the business
and presentation logic.
Developed PL/SQL packages, procedures, functions, triggers, constraints
using DB links, Cursors, Ref-cursors, Bulk-collection, index, hints...etc
Resolved Query Level performance tuning issues Explain plan, SQL Trace and
Tkprof utilities to pin point time consuming SQLs and turned them by
creating indexes and forcing specific plans.
Developed data loaders using Informatica Power Center tools and PL/SQL
scripts
Worked with underlying Struts Framework for the system.
Environment: Clarify CRM 11.5 / 12.0, Java, J2EE, JSP, Servlets, Java
beans, EJB, XML, CBO, CDO, Rational Rose, Oracle 9.x, Informatica 7.x, UNIX
and Rational Clear Case
(2) Premiere Billing Services (PBS)
Apr.03 - Present
PBS is an application used by sprint PCS customer support representatives
to perform different business activities to provide exclusive service to
its Sprint PCS customers. It consists of different modules to support
different lines of business. Sprint PCS has achieved another milestone by
adding Wireless Local Number Portability (WLNP) capability to their
network. The Federal Communications Commission (FCC) Telecommunications Act
mandated that all cellular, broadband Personal Communications Service
(PCS), and covered Specialized Mobile Radio (SMR) carriers offer service
provider portability throughout their networks.
Phase I of Wireless Local Number Portability (WLNP) provides the system
with the capability to separate the Mobile Identification Number (MIN) into
two separate and distinct fields called Mobile Directory Number (MDN) and
Mobile Station Identifier (MSID)
Phase II of Wireless Local Number Portability (WLNP) provides the system
with the capability of porting a number (MDNs) from a different service
provider (e.g. Singular, AT&T etc.) to Sprint and vice-versa.
Lead a Team.
Involving the following phases of the project as Analysis, Design,
Development, Testing, Implementation and Maintenance.
Implemented GUI and back-end functionality and wrote interfaces to make API
calls to the Amdocs' Billing system.
Build and direct team members to accomplish common goals, establish and
communicate team's objectives and priorities.
Provide technical and professional guidance to developers in projects.
Interact with Business Analyst and Customer Solutions to analyze business
requirements.
Analyze customer business requirements and develop project deliverables to
support solutions.
Developed PL/SQL packages, procedures, functions, triggers, constraints
using DB links, Cursors, Ref-cursors, Bulk-collection, index, hints...etc
Resolved Query Level performance tuning issues Explain plan, SQL Trace and
Tkprof utilities to pin point time consuming SQLs and turned them by
creating indexes and forcing specific plans.
Resolve technical and inter-application issues in order to ensure
appropriate and timely solution for customers. Also communicate with
supporting application teams and resolve issues.
Perform code walkthrough and reviews to implement Sprint coding standards
to retain quality and efficiency of the Application.
Developed data loaders using Informatica Power Center tools and PL/SQL
scripts
Authored implementation plans for test and production environments.
Support Rollouts to test and production environment.
Environment: Clarify CRM 11.5, Java, J2EE, JSP, Servlets, Java beans, EJB,
XML, iSupport, iSales, CBO, CDO, Rational Rose, Oracle 9.x, Informatica
7.x, UNIX and Rational Clear Case
(3) Premiere System (Customer Loyalty 2 Project)
Jan. 02 - Aug. 02
The primary objectives of the Customer Loyalty 2 Project (CL2) are to
reduce Customer Churn, increase Customer Satisfaction, and thereby increase
Minutes of Use (MOU), Revenue and Profitability. To accomplish this goal,
CL2 will design and implement a Subscriber Profile, which will guide all
Customer Care Advocates in their contacts with established customers. This
was accomplished in 3 phases. The primary objective of the Reason Code
Tracker (RCT) Project is to collect reasons that customers contact Sprint
PCS through its Call Centers.
Analyzing, designing and customizing the database and front-end for
customer support and product development.
Generated Use Cases, Activity Diagrams, and Sequence Diagrams and Use Case
Realization diagrams for specific module activities.
Manage the implementation of design with developers
Worked on performance tuning issues Explain plan, SQL Trace and Tkprof
utilities to pin point time consuming SQLs and turned them by creating
indexes and forcing specific plans.
Involved in production support for the Premiere system.
(4) Clarify Trouble Ticketing Management System (CTMS)
Jun 01 -Dec 01
While functioning as team lead for this CTMS project, my primary
responsibilities were the following:
Interact with client to understand user requirements. Translate user
requirements to technical design specifications.
Manage the implementation of design with developers
Responsible for troubleshooting stability issues clarify thick client
application. Worked with the Tuxedo middleware team to debug Business
Transactions (BT) issues.
Troubleshoot production issues and deliver Issue resolving patches to
testing teams.
Upgrade Involved in the initial design meetings for analyzing 3G Release
impacts to the CTMS database.
Worked on performance tuning issues Explain plan, SQL Trace and Tkprof
utilities to pin point time consuming SQLs and turned them by creating
indexes and forcing specific plans.
Designed and developed a Purge/Archive Process for CTMS and Premiere
Systems.
Aspect Communications
May 2001 - July 2001
San Jose, CA
Customer Licensing and Bar Code Interface
While functioning as a team lead, my primary responsibilities were:
Writing design specs for customer business processes.
Designed and Developed Customer Licensing Project, an Interface to gather
customer product licensing information and to assist the Sales Force Team
to sell their new products to the Customers.
Design and development of complex reports based on the user requirements.
(Crystal Reports 7.0)
Telstra Corporation
May 2000 - April 2001
Melbourne, Australia
Clarify Comm Center Implementation
Worked as a Tech Lead for Clarify, Australia. managing Clarify Comm Center
Implementation for major telecom company in Australia, Telstra and the
responsibilities are,
Writing design specs for customer business processes.
Implementing Clear Support, Clear Logistics, Clear Contracts, Clear
Quality, Clear Sales and Comm Center modules.
Design and development of real time interface between Clarify system and
Service plus legacy system using Tibco adaptor.
Design and development of Tibco adaptor data publishing from clarify
client...
Design and development of real time interface between clarify system and
finprod financials.
Tracking Activity Entries for every change in Edit Case Screen, if any
customer related data get changed.
Worked on performance tuning issues Explain plan, SQL Trace and Tkprof
utilities to pin point time consuming SQLs and turned them by creating
indexes and forcing specific plans.
Design and development of Service level agreement monitor to track the SLAs
Zamba Corporation May 1998 - May 2000
Cupertino, Santa Clara
Viking Freight Inc. San
Jose, CA
Writing design specs for customer business processes.
Implementing Clear Contracts, Clear Sales and Clear Logistics modules.
Design and development of real time interface between tandem and clarify
system.
Implementing flexible deployment server with 'Service call message'
technology in tuxedo server.
Design and development of rate quote, shipment trace and document request
modules.
Automatic generation of quote object from call center application.
Worked on performance tuning issues Explain plan, SQL Trace and Tkprof
utilities to pin point time consuming SQLs and turned them by creating
indexes and forcing specific plans.
Designed a printing and email functionality from clarify using business
rule and cb modules in UNIX operating system.
Roche Diagnostics
Indianapolis, IN
Involved in project definition phase and interacted with customer to
understand their business requirements.
Involved in the design and development of Clarify Traveler Sharing Rules.
Designed separate tabs for parts used and time and expenses in case screen
to meet the business needs.
Designed an Interface program to link Call Center and Traveler Cases.
Designed an Interface program to create Answering Service Call Cases.
Automatic Selection of contracts
Auto destination rules.
Symbol Technologies New York, NY
Extensively worked in Clear Contracts, Clear Sales and Clear Logistics
modules.
Module designed and developed to create and link child contracts with
existing parent contracts.
Contract pricing
Warranty adjustment
Commission type
Design and developed to create and modify service contract letters using
OLE automation.
Associate cases.
Designed business rules to meet the business needs.
Inprise Santa Cruz,
CA
Design and development of a new component 'Revenue Forecast Calculation'
has been designed and developed in Clear Sales module.
Design and development of CTI Integration between Clarify system and Aspect
phone system.
Design and development of Data conversion interface for Site/Contact/Parts
data from the legacy system to clarify system.
Worked on performance tuning issues Explain plan, SQL Trace and Tkprof
utilities to pin point time consuming SQLs and turned them by creating
indexes and forcing specific plans.
Involved in the design and development of business rules and auto
destination rules.
Polaris Inc. Boston,
MA
Sites and Contracts Interface and Conversion Modules.
Involved in Clear Contracts, Clear Sales modules.
Effective method was designed to calculate the Response Time for Cases,
Subcases and Part Requests
Clarify 5.0 to 6.0 Upgrade
Filter Conditions added in Case Screen for a flexible search.
Design for a Service provider Contract business models.
Involved in a design and development for a multiple dispatch of Part
Request Detail Records.
MCI Communications June 1997 - May 1998
Colorado Springs, CO
Nextgen is a phased IT project tasked with providing any integrated GUI for
Technical Service Center workflow processes. It will convert the Technical
Service Specialist and Data Support Engineer workstations from OS/2 to
Windows NT 4.0 and will provide a more robust and cohesive desktop to work
service inquires in a cooperative group setting.
Responsibilities:
Large Customizations using Clear Basic language is generally affecting the
performance of the System. So, Sybase Stored procedures were written to
improve the performance. Exception handling module was written using Clear
Basic Language to detect and handle the errors through out the System.
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