Project Manager Sales
Resume:
Phone: 248-***-****
eMail: ********@*****.***
Sridhar
Have around 12 years of IT experience with 9 years Siebel CRM in various roles. Have experience in
Siebel 6.3/7.0/7.7/7.8/8.1. in Call Center, Sales, Marketing eService and e-Clinical applications
within Telecom, Pharma, Finance, Automobile, PublicSector and Banking domains.
Extensively customized Screens, Views, Applets, Picklists, MVG, Joins, Links, BC and BO. Worked on
eScript, Workflows, Assignment Manger, SmartScripts, CTI dashboard, EIM and Actuate Reports.
Have worked on task UI and iHelp. Worked on HaleyAuthority Tools to create Business Rules, Rule
Modules, deployed in the application and activated with Runtime Events.
Extensively worked on SOA Architectural interfaces like Siebel EAI and Web Services, used
Business Services like EAI XML Converter, Siebel EAI Adapter, and EAI Read from File, EAI Write to
File and EAI Transport Adapter.
Worked on Customer Order management, Service Request, Loyalty, Churn management,
Appointment Booking, Event management, Campaigns, Product admin and Case Management.
Reviewed Siebel Configurations and eScript for best practices in the interest of performance
improvements, used TOAD to analysis under laying SQLs and worked on fine tuning.
Exclusively worked on data loads for backups and Siebel Application Upgrade.
Have worked on setting up Siebel environment, performed Server Admin tasks, User support and
managing/running Server Components. Implemented SRF changes with zero downtime for delivering
quickfixes for blocker and show stopper issues.
Worked with third party testing/diagnostic Tools LoadRunner, SARM, KNOA reports and
Application Characterization Environment (ACE) monitoring agents for the systems to interpret
network configurations.
Have knowledge in Siebel Analytics, Fusion, SAP, salesforce.com and Clarify applications.
Applications and Systems Knowledge
CRM Package : Siebel 6.2/7.5/7.7/7.8/8.1, Siebel Config, EAI, WF, EIM, AM, CTI
CRM Skills : VBC, EBC, IO, IC, Smart Script, Product eConfigurator and HaleyAuthority.
Programming : eScript, SQL, PL/SQL, Java, Servlets, JSP, and EJB
RDBMS : ORACLE 8/9i/10g, MS SQL Server, DB2 UDB & OS/390
Operating Systems : HP-Ux, AIX, Solaris, and Windows-NT/2000/XP
WEB : HTML, DHTML, XML, Java Script, SOAP, WSDL, DTD, XSL
Tools : Front Page, XML Spy, Artix, Actuate, Rational Rose-2000, Toad
Web Servers : Tomcat 3.5, IIS Server, BEA WebLogic 5.1/6.0
EAI : IBM-MQ Series, TIBCO 4.0, Tuxedo, Web Services
Technologies : J2EE, Siebel Analytics/OBIEE, Clarify, SAP, Informatica, Salesforce.com
Versioning System : Concurrent Versioning System (CVS), ClearCase
Design/Mgmt Tools : MS Visio, System Architect, MS Project, ArgoUML, RUP
Testing : LoadRunner, Test Director, SIT and Performance testing and analysis
Education, Certifications & Trainings
Masters in Business and Administration from India.
Bachelor in Technology from REC, India
Siebel Certification course in Siebel 7.7 conducted by Siebel Inc.
Siebel Certification course in Siebel 7.8 conducted by Siebel Inc.
Attended training program conducted by Siebel University upgrading of Siebel 7.0 to 7.7
Attended training on Siebel 8.0 updates conducted by Oracle web training programs.
Attended training on Siebel Analytics (OBIEE).
Sridhar
Worked for Clients such as:
Client : LiquidHub Zag, PA May 2008 – Till date
Role : Siebel Project Manager
In the area of the Project management and application development I was responsible for:
Core responsibility is to provide day-to-day expertise and guidance on the design &
implementation solution for complete integration architecture development, including batch,
asynchronous and synchronous -- Request/Reply procedures that meets our client's business
requirements.
Designed project delivery schedules, and documented manpower estimations, and resource
utilization matrix to use resources and skills efficiently.
Participated in design discussions of modification of vanilla Call Center application mainly on the
Activities, and created Smart scripts, added Queues to pass the activities to Agent at make
outbound calls.
Identified the necessary objects and projects to be locked by administrator, and distributed
projects to team members to perform modification of necessary Business Components, fields,
Applets, Views to display the data received from the external application.
Reviewed and best practices on designing Integration Objects, External Integration Objects and
EBCs from XML schema to load the data and automated workflows to be invoked, and process
the http inputs and populate to Siebel DB, and write to XML files.
Supported team on Configuring EAI component to receive the HTTP inputs and to pass to the
Workflow.
Guided in creating HTML form to simulations to test with the HTTP Post method, and with a URL.
Participated in client conference call to discuss the design and implementation of Configuring
Smart scripts for outbound and inbound.
Reviewed test designs and scheduled within the strict schedules along with development.
Environment: Siebel 8.1, Siebel Sales, eCommunications, eFinance, Siebel Tools, Java1.5, Web Logic
Server 6.0, Toad, OBIEE, Oracle10g.
Client : Toys “R” Us, PA Mar 2008 – Apr 2008
Role : Project Manager
The scope of POC was doing the following Changes to the vanilla Siebel Application:
Worked on vanilla Call Center application, Accounts, SR, Activities, Contacts, and created Smart
Scripts, added automatic email WF to escalate Complaints.
Designed modifications of vanilla Service request Charts to support Case Reports, in the Toys R
us complaints.
Created OSI/ CSIS application Screen Shot as a HTML pages and provided Hyperlink in the Smart
Script, to represent other applications those are logged in during the Order process.
Explored on the Fusion to configure with Vender sales tracking system.
Prepared Gift Card Acknowledgment letter template, by adding the substitute fields to the HTML
template, so that user can use the template as mail body when choosing F9 in Siebel application.
Design and Configure Store Associate complaints stream Smart Script to handle outbound calls.
Product Safety Policy and Product Recall streams, Refund Policy Script stream is added to the
Smart script for inbound calls.
Customized Audit Trial to track updated and historic records.
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Sridhar
Configuring Ad-hoc UI, Applets and Views, Screen to display the records those are created form
the Smart scripts.
Created Business rule with complex Rule Modules in the HaleyAuthority Tools, deployed invoked
through Runtime Event in application.
Configured iHelp to provide guide for the user on customized order creation process.
Configured workflows to automate the escalations to Regional manager on Store employees
behavior and rudeness.
Altered LOVs for various Pick lists, and configured the same.
Created Product lines, Products, Cases, Customers, Stores and Associates in the database.
Exclusively worked on the Siebel Web template files.
Created letters in Toysrus letter Heads, as Correspondence with mail merge functionality.
Participated in generating test data, test scripts, executing test scripts, and fixing bugs as well as
recording defects.
Environment: Siebel8.1, Siebel eCommunications, Siebel Tools, Siebel Workflow, Toad, Oracle 10g.
Client : Toyota Financial Services, CA Nov 2007 – Mar 2008
Role : Project Manager
Played as Application Solution Architect and project management and delivery I was responsible for:
Responsible for application design, and documenting the technical design specification for the
application Implemented service-oriented architecture (SOA) to share across multiple
applications.
Preparation of GAP Analysis, Test designs, Project estimations and schedules indicating
deliverables and solutions.
Interacting with client Technical Specialists and Technical Leads to discuss requirements of each
modules and detail functionalities, consulting development team to discuss development versus
requirements and project/solution, while reviewing technical work for accuracy.
Involved in design of data mappings and migration process, developed IDOC IOs to migrate
Siebel data to SAP DB. Configured WF to be invoked on receipt of IDOCs from the SAP system.
Developed EAI functionality with the workflows and Integration Objects and custom and Siebel
defined Business Services to Interact with SAP application using SAP BAPI Adaptors Business
Services.
Creating data flow designs using System Architect to Siebel data to the interface and to the
Siebel Integration objects, External integration objects and the external system.
Supports system testing and generating test data, preparing test scripts, executing test scripts,
and fixing bugs as well as recording defects.
Environment: Siebel eAutomotive with Captive Finance version 7.8, Siebel Marketing, Siebel Sales, SAP
R/3, Siebel Tools, Toad, Tibco, Oracle 9i, DB2 OS/390.
Client : Abbott, VA Apr 2007 – Nov 2007
Role : Sr Siebel Consultant
As a senior consultant and Analyst I was responsible for:
Played role of Sr. Siebel techno-functional consultant, involved in business analysis and managing
gaps between system and functional requirements.
Coordinated team and distributed work after requirements analysis to team on configuring
Applets, Pick Applets, MVG, Business Components, Business Objects and Views, Screen to display
the records those are imported from external System.
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Sridhar
Configured eClinical application for Global Trial Management, Document Tracking,
Correspondence.
Integrated Siebel application to the MS Project and keeping the regulatory guidelines with 21 CFR
Part 111.
Used Artix tool to test the validity of WSDL documents prior to deployment and release of Web
Services. Configured Inbound and Outbound Web Services.
Implemented MQ Series and configured Siebel to MQs to send data to middleware to exchange
data between applications.
Worked with team on data cleansing activities on the raw data received from the client.
Designed and configured Smart Scripts to handle inbound calls from various customers.
Designed a View, Applets, BC and BO that displays the details of the inbound call summary.
Environment: Siebel 7.8, Siebel eClinical, ePharma, Siebel Tools, Toad, Oracle9i, IMB MQ Series, Artix,
Informatica, Siebel and Database servers on Unix.
Client : Hallmark, NY Aug 2006 – Apr 2007
Role : Sr Siebel Consultant/Business Analyst
As Senor consultant I was responsible for:
Identify and simulate the bugs in the testing environment to find a root cause and attempt to fix
before Release.
Responsible for application requirements analysis and documenting the technical design
specification for the application, and involved on HLD and LLDs.
Provided eSales application to the consumer, and eConfigurtior to the end user to avail various
product options.
Worked on Integrating Siebel and First Logic applications.
Generated performance reports by running virtual load tests on the Siebel application using
LoadRunner controller.
Created Greetings outbound smart script to call customers and ensure their satisfaction with
hallmark products.
Configured Siebel eChannel Partner Portal, Siebel Partner Manager Applications to the user of its
wide distributed business associates.
Created Inbound Web Services to be invoked by external applications.
Enabled Audit Trial to track updated and historic records, and generated reports.
Involved in identifying and pulling data to the warehouse DB through ETL process provided in the
SQL Server Integration services (SSIS).
Identified the Data required and Interface tables required for loading the Data into the Siebel
Database.
Generated Actuate Reports and sub Reports using Actuate Reports. Created Master-Detail
reports were created for Account/Opportunities. Report pertaining to an Accounts, it’s contact
and their activities was created.
Environment: Siebel 7.7, Marketing, eCommunications, Siebel eChannel Partner Portal, Siebel Partner
Manager, Actuate, Siebel Tools, Toad8.0, First Logic, LoadRunner, MS SQL Server 2005.
Client : Monster.com, NY Dec 2005 - Aug 2006
Role : Sr Siebel Consultant
As Siebel Business Analyst I was responsible for:
Design and implement Siebel configuration changes, with focus on keeping the application as
vanilla as possible.
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Sridhar
Involved in business process mapping and managing gaps between system and functional
requirements.
Coordinate with the network and hardware Infrastructure team for new installations, and setting
up new environments.
Interaction with clients and development, Design team to scrutinize the requirement and
functionalities of the various areas.
Reviewed development of applets, views, screens, business components, business objects, and
business services.
Customized CRM Help desk for it application user support, training and ticket management.
Created strategies documents on workflow actions, workflow group, workflow policies and
workflow conditions using business process administration.
Analyze the integration of Siebel with Avaya Telephony system.
Configure client application popup with contact information for an inbound call
Setup Outbound call features for calling back.
Configure a CTI Toolbar, made dashboard ready with User login.
Provide other standard Call Center features like Make Call, Transfer Call etc.
Environment: Siebel 7.7, Siebel Sales, eCommunications, Siebel Workflows, Assignment Manager,
Siebel Tools, Avaya CTI, Oracle 8i/9i.
Client : Telekom Malaysia, Malaysia Jun 2005 – Nov 2005
Role : Senior Siebel Consultant
As Senor consultant I was responsible for:
Identify simulate the bugs in the testing environment to find a root cause and attempt to fix
before Release.
Provided eSales application to the consumer, and eConfigurtior to the end user to avail various
product options.
Worked with Applets, Views, Screen, BC, BO, Link, Joins, MVL's, MVG, Static Pick List, Dynamic
Pick List and User Properties. Wrote Scripts at BC and Applet level as last resort.
Involved in customizing the CTI dashboard definition file for multi-channel integration such as of
CTI, IVR, email and Fax.
Generated performance reports by running virtual load tests on the Siebel application using
LoadRunner controller.
Worked on analysis of performance reports, identified memory leaks in application and
reengineered on the code and configurations.
Configure client application popup with contact information for an inbound call and auto
associated Smart Scripts.
Involved in Data mappings to the Informatica, for Custom columns created in Siebel DB.
Create business services to pop message boxes for notification using eScript.
Environment: Siebel 7.7, eConfigurator, eSales, Call Center, Siebel Tools, LoadRunner, Oracle8i/9i,
Informatica.
Client : Dept of Work and Pensions, UK Govt Feb 2005 – Jun 2005
Role : Integration Specialist
As Integration Specialist I was responsible for:
Extensive client interaction via meetings, workshops and one-to-one discussions
Responsible for delivering the high level and detail design for the integration interfaces
(Integration of Siebel with Legacy systems)
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Sridhar
Understanding of the Siebel integration interfaces by attending client workshops
Used System Architect to capture the design data and designing the Siebel Integration objects,
External integration objects, Siebel Data Mappers
Designing of integration and business workflows for Register Interest functionality
Interacting with cross team on Data mappings and Siebel interface connection with Informatica
team, and data warehouse team.
Configured the Inbound Web Services for Case Management functionality and allowed third party
applications to access the cases.
Development and testing of major business processes like Get Customer Information, Confirm
Payment payments.
Configured EBC, link between EBC and Siebel internal BC, applets and views to display external
data in Siebel application.
Configuration of Business Components, Business Objects, MVLs, MVFs and Links to cater to the
system integration.
Generated test data, written test cases and executed the same.
Environment: Siebel 7.5 Public Sector, Oracle 9.2, System Architect, Informatica, IBM Web Sphere,
Windows 2003, ClearCase version control, XML Spy
Client : CellC Johannesburg, South Africa. Dec 2004 - Feb 2005
Role : Senior performance consultant & Analyst
As performance consultant I was responsible for:
Analyzing the application for any Performance bottlenecks, and picked the know issues.
Identify and simulate the bugs in the development environment to find a root cause and attempt
to fix before upgrade.
Applied ACE tool to collect the data of inflows and outflows, and analyzed the entire tough points
to the CRM application. Created reports on the network latency, with in the integrated
applications.
Reviewing the Configuration so that the configuration changes done adhere to the performance
best practices issued in the interest of Application performance.
Obtain the underlying of long running SQLs studied the Execution Plan and suggest the possible
SQL tunings, and Indexes.
Submitted a white paper on the CRM application performance bottlenecks and best practices.
Generated Actuate Reports and sub Reports using Actuate eReport Designer Pro Tool.
Environment: Siebel 7.0.3, Siebel 7.7, Siebel Sales, eCommunications, UNIX, MS SQL Server 2000.
Client : British Telecom, UK. Oct 2003 – Dec 2004
Role : Performance Consultant
As performance consultant I performed following:
Analyzing the application for any Performance bottlenecks using Event logging SARM and KNOA
reports.
Reviewing the Configuration so that the configuration changes done adhere to the performance
best practices issued in the interest of Application performance.
Used SARM utility and studied the underlying SQL statement and spotting the potential problem.
Documenting the Best Practices of Scripting, and configuration.
Exploring declarative alternative methods to overcome traditional scripting in Regular
development practice, and enhance in the next coming release.
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Sridhar
In case of long running SQL studying the Execution Plan and suggest the possible configuration
changes which could reflect in the SQL generated by Siebel.
Worked on Unix shell Scripts to give alerts and automatically raise log levels, for a component for
details Log file for long running process in the performance environment.
Worked as team to support and maintain the service level agreement for the client, by analysis,
test and implement Siebel configuration and interface code changes to meet performance
targets.
Reviewed HLD and LLD and suggesting the possible remedies for performance improvement for
the forth coming releases.
Interaction with clients and development, Design team to scrutinize the requirement and
functionalities of the various areas.
Supported analytics team to map Siebel data in warehouse data, and helped performance tuning.
Environment: Siebel 7.0.3, Siebel Sales, eCommunications Siebel Tools, Oracle 8i/9i, IBM MQ Server.
Client : British Telecom Ltd. UK. Jun 2002- Oct 2003
Role : System Integration Tester
In the role of System Integration tester I was responsible for:
Integration of Siebel application connecting different applications and databases like CSS, STAA,
and Smart applications are connected each other in this system.
Created Test Designs, Test Cases from the requirement documents and executed the test cases.
Reviewed Test Designs written by Team members, and suggested modification.
Used remote login to verify Geneva, and Clarify Applications through Citrix Server.
Played a role in Release Management and Project Management, created estimation plans on
devilries of critical testing verses development and integrations.
Had presented many presentations to the team and cross teams on CRM system. Conducted
training on Application usage, and created tutorial documentations as end user manual.
Environment: Clarify, Geneva, Siebel, Oracle8i, Windows NT, Citrix.
Client : Lloyds Banking Group, UK Oct 2001 - Jun 2002
Role : Siebel Configurator/Developer.
As Senior Siebel Configurator & developer I was responsible for:
Identifying steps for configuration and also to find out the prerequisites for Setting up the order
management.
Creating Responsibilities, Employees and Assigning Responsibilities to Employees.
Creating Products, Product Catalog.
Creating Assignment Rules as per the requirement of the Business scenario.
Siebel environment setting up with Siebel Servers Installation on Windows 2000.
Environment: Siebel 6.0.3, Call Center, Siebel Tools, Oracle8i, Windows 2000 Server.
Client : Grainger Inc, USA Jan 2001 - Oct 2001
Role : Siebel Developer/Configurator
As Siebel developer & Configurator I was responsible for:
Identifying steps for configuration and also to find out the prerequisites for Setting up the order
management.
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Sridhar
Extensively customized new Siebel GUI Layer (Screens, Views, and Applets) and required Pick
Applets Joins, Links for Business components and Business Objects.
Tested the interfaces that were developed. And supported Mobile clients with Remote processing.
The UI and Business Layers were modified to accommodate the changes in the Data Layer.
Handled critical issues and implemented post-production changes to accelerate performance.
Environment: Siebel 6.0, Call Center Siebel Tools, Oracle8i.
Client : Wolters Kluwer, Germany. Apr 2000 – Jan 2001
Role : Siebel Developer
As Siebel EIM developer I was responsible for:
Map the business data with the Siebel Data model
Document data mapping for the EIM of Accounts, Contacts, Opportunities and Activities
Preparation of the ifb file for the data import from interface tables.
Execution of the Siebel EIM Server Task and batch assignment.
Verification of the data imported to Siebel using SQL, and UI elements.
Data Cleansing to remove the duplicate records
Configure Applets, Views, Screens, Joins and Links for Business Object and Business Component.
Environment: Siebel Sales and Service 2000, Siebel Tools, Siebel Data mapping & EIM, DB2, Citrix.
Client : CanTrade, Singapore. Sep 1998 – Mar 2000
Role : Programmer
As a programmer I performed the following tasks:
As a team member, was responsible for Development of Break News Monitor.
Development of EJB and Played role in unit and system testing.
Involved in coding and testing.
Developing the Utility Classes & the Database Layer for System Admin using JDBC.
Error Handling and management of configuration parameters
Environment: Java1.2.2, EJB1.2, JMS, JSP, JDBC2.0, Oracle8, Rational Rose-2000, BEA WebLogic
Application Server 5.1
Client : Opera Bureaus, USA. Aug 1997 – Sep 1998
Role : Programmer
As a programmer:
Involved in coding and testing.
Developing the Utility Classes & the Database Layer for System Admin using JDBC.
Error Handling and management of configuration parameters
Environment: Java Web Server Java 1.2, Oracle iAS (Mod PLSQL gateway), Apache Web server/JServ,
Oracle 8i, Jtest3.3.1.
References: Will provide on request.
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