Summary: CRM practitioner with strategic assessment, design and implementation expertise in application development and systems integration. I have over twenty-five years of experience in the analysis, design, and development of enterprise wide applications. Extensive experience in Software Development Life Cycle (SDLC) and process methodologies like waterfall, UML, Agile, SCRUM, feasibility analysis, gap analysis, scope and impact analysis of the software systems throughout the different phases of SDLC.
Technical Skills:
ERM/CRM Packages: Clarify, Siebel 4 – IP14
Siebel
Applications: Call Center, eHospitality, Sales, Consumer Goods, Life Sciences, eService, ePharma, eEnergy, Siebel Marketing Module, Siebel Analytics, eCommunications, Siebel PRM (Partner Manager and eChannel Partner Portal), eMedia, eClinical, Financial Services, Siebel Public Sector
Business Processes/
Modules: SmartScript, Work Flow, Assignment Manager, EIM, Web Services, TBUI, Siebel Data Quality, ADM, Oracle BI Publisher, EAI, Siebel Tools, Siebel Remote Administration, Server Administration, and System Administration
Operating Systems: All Windows platforms; UNIX, SunOS/Solaris
Databases: MS Access; MS SQL Server; Oracle; Sybase; DB2
Languages: Visual Basic; SQL; SQL*PLUS; PL/SQL; e-Script; Java Script, HTML
Reporting Tools: MS Access, Crystal Reports, Actuate, Siebel Analytics, Oracle BI Publisher
Other Packages: Oracle UPK, SAP BusinessObjects Data Quality Management for CRM 3.2, 4.1, 4.2, JIRA, Mingle, HP QA suite, SharePoint, Monarch, Team Foundation Server, Axure RP, SOAP UI
Implementation
Methodologies: UML, Waterfall, Agile, Scrum
Summary of Experience:
2017 – Current Laerdal Medical, Lead Siebel Consultant
2016 – 2017 NYS Justice Center, Lead Business Analyst
2012 - 2016 Laerdal Medical, Lead Siebel Consultant
2013 - 2015 Starwood Hotels and Resorts, ISAC Lead Business Analyst
2010 - 2012 AEGIS Insurance, Principal Siebel Consultant, Tech Lead Analyst
2010 - 2010 Boston Scientific, Senior Siebel Consultant
2010 - 2010 PEARSON Publishing, Senior Siebel Specialist
2009 - 2009 MTS, Technical Consultant
2004 - 2009 Motorola, Project Lead/Lead Business Analyst
2004 - 2004 APC, Interface Business Analyst
2004 - 2004 Phizer, Lead Configurator
2003 - 2004 KeySpan Corporation, Technical Lead/Lead Business Analyst
2000 - 2003 Siebel Systems, Senior Consultant
1997 - 2000 GE Power Systems, Business Analyst, Technical Lead
1990 - 1997 Empire Vision Centers, Programmer/Analyst
1984 -1989 DOT, Programmer/Analyst
Education & Training: MS Computer Science, MISA, Moscow, Russia
MBA, State University at Albany, NY
Siebel Certified
Siebel Customer Certified
Marketing: Siebel Server Architect
Analytics: Application Developer
Work Experience:
Laerdal Medical, Wappinger Falls, NY July’17 – current
Siebel Call Center, IP14
Lead Business Analyst
Responsible for:
Requirements gathering for Siebel integration with QAD, SalesForce, Eloqua and other applications:
oSessions with SME across different business divisions
oDesigning global and standardized solution
Business, system and process diagrams, Use Cases, GAP analysis
Design documentation, test cases
Unit, UAT and system testing
New York State Justice Center, Delmar NY May 2016 – June 2017
Siebel Public Sector 8.1.10
Senior Business Analyst
Responsible for:
Analysis of current customer operations
Advise on Siebel platform functionalities and best practices
Provide functional advise
Act as liaison between Justice Center (JC) and New York State Office of Information Technology Services (ITS) – business analysts and technical teams
Business, system and process diagrams creation
Replacing Surrogate Decision Making Committee (SDMC) legacy application (Legacy Renewal). Responsible for business processes mappings, requirements and design for SDMC new application
Assist with business and functional requirements, UI requirements, business rules, use cases
UAT and system testing
Creation of test cases using HP QC
End user training and support
Laerdal Medical, Wappinger Falls, NY November’12 – April’16
Siebel Call Center 8.1.1.5, 8.1.10, IP14
Lead Siebel Consultant, numerous engagements.
Responsible for:
Functional requirements, UI requirements, business rules, use cases
Design documentation, test cases for enchantments and new functionalities
Unit, UAT and system testing
Created business, system and process diagrams
Upgrade from Siebel Call Center (SEA) 8.1.5 to Siebel Call Center (SIA) 8.1.10; and from 8.1.10 to IP14 (open UI):
oResponsible for all phases of Siebel upgrade process, including managing team of developers:
Evaluate the complexity of the upgrade
Estimate the level of effort to upgrade
Assess business processes, functional redesign, and current requirements versus obsolete requirements that may be out of scope
Planning
Siebel Servers installation
Running upgrade scripts
All post-upgrade tasks, including database upgrade, application upgrade, configuration and scripts changes and conversion
Web Services updates and conversions
Workflows changes
Single Sign On setup
Training materials
Deployment Plans
QA scripts
Analysis and assignment of bugs
Open UI
Sales Mobility
BI Publisher reports
SAP BusinessObjects Data Services for Siebel CRM application implementation (3.2 and upgrade to 4.1):
oRequirements
oInstallation
oCustomization
oMaintenance
oEnd user training and support
Single Sign On setup using ADSI and SSL
ADM implementation:
oInstallation
oRequirements for custom objects
oConfiguration
oTest cases
oEnd user training and support
Application performance monitoring and troubleshooting application issues
Responsible for business processes mappings, architecture, requirements and design and development
Performing administrative and management tasks required to establish and maintain compliance with various regulatory standards
Starwood Hotels and Resorts, Stamford, CT May ‘13- July’15
ISAC Lead Business Analyst
Responsible for multiple aspects of gathering requirements for centralized global sales and catering system (ISAC). ISAC is an eHospitality application that provides a user defined tiered sales and catering program with seamless account, contact, sales and catering management systems.
Responsibilities:
Preparation of Project metrics for Agile Project Methodology
Preparation of Functional Design Document for Quick Analysis Interface
UI Prototyping using Axure RP
Requirements for Integration with
oData Power (shopping cart)
oValhalla (central reservation system)
oTLGO/ TLPE (pricing engines)
oReader Board Meeting Broker (hotel catering system)
oLanyon System (account management system)
Custom Data archiving solution
Requirements and design for BI publisher reports supporting multi languages
Test script review and scrum Meetings with QA team and development Team for ISAC upgrade to 8.1.11(open UI)
Knowledge transfer and training sessions with end users
AEGIS Insurance, New Rutherford, NJ September ‘10- October’12
Principal Siebel Specialist
Single handedly responsible for supporting current 7.7 Siebel Financial Application and upgrade to 8.1
System/Server Administrator/ Business Analyst Responsibilities:
Project Life Cycle deliverables:
oProject Planning & Initiation
oParticipation in Analysis and Design Sessions
oBusiness Requirements Documentation/Use Cases
oService Model
oBusiness Cases, including Cost Benefit Analysis
oTest Cases
oUser Acceptance Testing
oRollout Procedures
Participate in the review of:
oSystems Requirements Analysis
oGap Analysis
oSystems Delivery Spec
oUser Procedure Documents
oTraining Documents
Maintain development, QA, UAT and production environments
Troubleshooting of Siebel application problems related to Siebel environments
Application performance monitoring and troubleshooting application issues
Providing support to users in order to resolve system and application related issues
User creation and maintenance
Deployment activities – configuring application components, parameters, and configuration files, Repository Export / Import, SRF Compilation, Schema Changes, Seed Data transfer, replacement, browser scripts generation
Interface support -Creating, updating Oracle and MS SQL Server stored procedures. Supporting custom DTM (data transfer manager) application written in MS VB. Supporting webMethods interface
SAP BusinessObjects Data Services for Siebel CRM application customization, maintenance and support
Creating new and updating existing Web Services
SharePoint integration analysis
Updating existing Crystal Reports
Provide implementation support ensuring that results meet established needs, goals, and timelines
Work with technical staff, other system administrators, outside consultants, product vendors and internal business experts to enhance and maintain the Siebel CRM Infrastructure Architecture
Upgrade from Siebel Financial 7.7 to 8.1
Responsible for all phases of Siebel upgrade process:
Evaluate the complexity of the upgrade
Estimate the level of effort to upgrade
Assess business processes, functional redesign, and current requirements versus obsolete requirements that may be out of scope
Siebel Servers installation
Running upgrade scripts
All post-upgrade tasks, including database upgrade, application upgrade, configuration and scripts changes and conversion
Web Services updates and conversions
Workflows changes
Single Sign On setup
SAP BusinessObjects Data Quality Management installation and integration
Oracle and MS SQL Server stored procedures conversion
Test scripts creation, using Oracle UPK
Training materials
Deployment Plans
UAT coordination
Boston Scientific, Minneapolis MN July ‘10 – August ‘10
Senior Siebel Consultant
Siebel eClinical 7.7 upgrade to Siebel eClinical 8.1
Responsible for:
Assessment of the current system Integration design
Analyze eClinical 8.1 functionality
Evaluate the complexity of the upgrade
Estimate the level of effort to upgrade
Assess business processes, functional redesign, and current requirements versus obsolete requirements that may be out of scope
PEARSON Publishing, Upper Saddle River January ‘10 – July ‘10
Senior Siebel Specialist
Siebel eMedia 8.1, ePharma implementation
Participated in replacing legacy Sales application. Involved in all phases of transition from a legacy environment to a new Siebel application. As part of a team, responsible for business processes mappings, architecture, requirements and design. Lead the development team for the 3Sixty Siebel Prototype application. Established Siebel Development best practices for configuration, scripting, migration between environments for repository and non-repository changes and general project governance. Created business services, Web Services, Import Objects, Integration Objects, WF Processes, Task Based UI processes, Assignment Manager Rules, State Model rules for Pearson 360 Prototype.
Responsibilities included:
Providing Siebel Solutions to Business and Technical Teams
Training on-site Siebel development team. The training included many areas of Siebel, such as:
oTools and Client Installation
oConfiguration
oBrowser and Server scripting
oSiebel Architecture
oSiebel Server Administrative Tasks
oSiebel Remote
oEAI(Integration Objects, Web Services, WF Processes, Integration Maps)
oAssignment Manager
oCommunication Server
oState Model
oTBUI
oProduct Configurator
Requirements analysis and development design using Rational Requisite Pro. Detailed design was based on the development best practices for combination of eMedia and ePharma verticals.
Remote User Administration and support, including remote user creation, local database extraction, troubleshooting of synchronization issues, etc.
Monitor database using DB2 Access Plan, Explain Plan, and Event Monitor Utilities
Used DB2 LOAD utility to populate individual Enterprise Integration Manager (EIM) tables
MTS Winnipeg, CA June ‘09 – December ‘09
Technical Consultant
Siebel eService 8 implementation
Analyzed the requirements specification documents; and prepared technical requirements specification documents.
Developed Outbound Web Services to combine component-based development and Internet standard protocols that include HTML, XML, Simple Object Access Protocol (SOAP) and Web Services Description Language (WSDL).
Used Integration Data Map functionality to map external applications to Siebel.
Designed and configured various Siebel objects for implemented Siebel application.
Created custom business services and workflow processes.
Symbol Technologies Inc (Now Motorola Inc), Hicksville NY
December’04 - May’09
Project Lead/Lead Business Analyst
During over 4 years of consulting at Motorola was involved in the design, development and implementation of Siebel Partner Relationship Management and Siebel eChannel Partner Portal applications to support the company’s Channels Operation Group.
Responsible for coordinating 4 to 20 members’ team and ensuring accurate and timely configuration of application based on system requirements and business processes.
Analyzed, defined, and documented business solutions, provided detailed business requirements, system design, test plans and results, procedures and production rollout.
Acted as a link between clients and off site /on site developers in reference to modifications to the application, and overall project issues.
While in the position, I was responsible for many successful Siebel releases. These releases include an upgrade from Siebel 7.0.4 to Siebel 7.5.3 and a release based on the Siebel 7.8 environment.
Responsible for successful move of production environment from Motorola to offsite vendor.
Led the team of business analysts for Motorola Siebel Call Center initiative. Responsible for analyzing, defining and validating Call Center requirements. Performed gap analysis for Opportunity and Order Management modules.
Responsible for reviewing, validating, and/or augmenting Motorola Channel Marketing Siebel requirements and gap analysis documents, as well as updating and developing training documentation and plans.
Designed and developed custom ChannelGram campaigns functionality. Implemented complex offer design using custom merge fields and scripting logic based on partner preferences. The ChannelGram email offers are sent to more than 20,000 recipients.
Created custom stored procedures in Oracle to extract, manipulate and analyze BW data for custom Actuate reports.
Designed and created Analytics Segments for ChannelGram Marketing campaigns.
Designed, Developed and maintained Siebel interfaces using Siebel EAI/EIM with number of other enterprise applications: SAP, BW, salesforce.com, Docent, etc.
Installed Actuate server. Designed and maintained custom actuate reports medium to high complexity.
Implemented and supported complex custom Assignment Manager Rules.
Involved in creating training manuals, end user training.
APC, Kingston RI September’04 - November’04
Interface Business Analyst
Responsible for reviewing, validating, and/or augmenting client's Interface requirements and gap analysis documents for Siebel Call Center.
Gathered requirements and created design documentation for custom interfaces with Lotus Notes and Credit Card Verification 3rd Party Vendor.
Also, researched and resolved interoperability / stored procedure conflicts between PowerBuilder™ 9.0 and Oracle® 9i client software.
Phizer, Parsippany NJ Mar ‘04 – August ‘04
Lead Configurator
Deployment phase of Siebel Consumer Goods 7.0.4 implementation.
Responsibilities include requirements analysis, design, application configuration, and creation of custom Business Services.
Assisted with migration cutover plan creation.
Other activities included test plan development; test plans execution and helping the QA team in testing and bug fixes.
KeySpan Corporation, Brooklyn NY Mar ‘02 – Feb ‘04
Technical Lead/Business Analyst
Activities involved coordination of a 6-person team, migration, validation, and documentation.
Overseeing accurate and timely configuration of application based on system requirements and business processes.
Multi-phase Siebel eService 7.5.3 thin client implementation. The result was a successful launch of customer self-service web site for Long Island Power Authority electric customers.
Analyzing, defining, and documenting business solutions, providing detailed business requirements, system design, test plans and results, procedures and production roll-out.
Developed Virtual Business Components for real-time access to external data.
Developed EAI - using Siebel business services, workflows, and MQ Series.
Developed numerous other advanced configuration/programming pieces.
Managed assignment of tasks; trained and assisted the team. .
Led performance and load testing efforts using LoadRunner application.
Acted as a link between client and developers in reference to modifications to the application, and overall project issues.
Siebel Systems, Inc., Short Hills NJ Feb ‘00 – Feb ‘02
Senior Consultant
Abbott Labs
Lead Business Analyst/Test Script Writer
Siebel Life Sciences 2000 implementation.
Responsibilities included:
oDocument current and future state business processes and information flow map.
oIdentify key performance indicators for business processes and develop appropriate process measures and metrics.
oDevelop qualitative and quantitative business cases for process improvement and automation initiatives.
oDevelop detailed requirements specification from high-level business concepts.
oDevelop solution alternatives for business requirements and ensure alignment with IT Architecture
oTest plan development, support and execution for the client interfaces as well as ensuring data integrity.
oPerforming administrative and management tasks required to establish and maintain compliance with various regulatory standards (FDA, OSHA, PDMA, EPA, PhRMA, etc.)
Other activities involved acting as a liaison with outside vendors in reference to modification and performance issues.
Novartis
Business Analyst/Actuate Report Writer
Siebel Sales 2000 implementation.
Responsibilities included defining and documenting business requirements, creating Actuate reports and assisting with configuration issues.
Starwood
Project Manager/Business Analyst
Multi-phase Siebel 2000 Sales implementation.
Led a team of 4 technical resources and 3 business users.
Activities involved all phases of implementation including defining scope, estimating project, design, configuration, validation, and deployment.
Responsible for analyzing, defining, and documenting business solutions to meet business partners’ needs, providing detailed business requirements, gap analysis, test plans and results, procedures, installation of Siebel servers, and production roll-out.
Involved in creating training manuals, end user training.
New York Times
Business Analyst
Siebel Call Center implementation.
Responsibilities included requirements gathering, design, configuration and implementation.
Telespectrum
Technical Lead
INS Siebel implementation (Public Sector, Case Management).
Responsibilities included deployment, coordination of a 7-person team, configuration, validation, and documentation.
Activities also involved assisting the QA team in testing and bug fixes, creating and deploying upgrade kits, designing and implementing Workflow policies, writing SVB to incorporate business rules into the application and creating custom Actuate reports.
GE, Power Systems, Schenectady, NY Jun ’97 – Feb ‘00
Business Analyst, Technical Lead Aug ‘98 – Feb ‘00
Siebel Sales implementation.
Involved in all phases of the full life-cycle implementation and deployment.
Translated and implemented user pre-requisites into system design specifications that would best meet the Commercial Management System business requirements.
Developed and implemented custom tailored Metrics Module in Siebel 98 then upgraded to Siebel 99.
GE Power Answer Center Jan ‘97 – Aug ‘98
Technical Lead
As a team leader was involved in rapid development of a Client/Server application having Oracle back end and Visual Basic for GUI. OLE, VBA, Microsoft Access, Excel and Crystal Reports were also widely used. Application was designed as an automated reporting/decision support tool for Clarify system, used by Power Systems Call Center. Responsibilities included:
Gathering requirements
Data definitions and mapping
Program installation and configuration
Program documentation, operational documentation.
Analysis of business, application systems and complex programming problems.
Assistance in the determination of applicable quality tools and use of statistical methods. To support Six Sigma projects.
Support processes, infrastructure, and system development.
Ensure that the end product satisfies the user requirements/objectives.
Empire Vision Centers, Albany, NY 1990 – 1997
Programmer/Analyst
Actively participated in design, development, testing and product support in a number of projects.
Responsibilities included: collecting business requirements, logical and physical design of main database schema.
Utilized VB3/VB4 for GUI and DAO and ODBC for data manipulation on MS SQL Server back end.
Created various reports (MS Access, Crystal).
Generated advanced features and queries to satisfy ad hoc report requests through MS Access.
Conducted user training and originated program documentation.
Responsible for installation and customization of IBM-PC based software, providing billing, invoice, accounting for the company.
Was involved in development and support of PC applications related to sale force automation and retail POS.
Department Of Transportation, Moscow, Russia 1984-1989
Programmer/Analyst
Involved in the system definition process for an Inventory Control System.
Designed and implemented the User Interface Component of the system.
Participated in the maintenance and production support of the batch application software.
Citizenship: US Citizen