Management Support

Walter Stolyar

** ******** **

Doylestown, PA ***01

Cell: 215-***-****

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

Summary of Qualifications

Two decades of IT experience with a prime focus on integrating, application design and architecture, development and implementation.

15+ years hands-on experience in implementation, configuration and customization of CRM applications.

Lead role experience of over 10 years, 2+ years of management experience.

Widely experienced in all phases of Software Development Life Cycle.

Experienced in Requirement Analysis, Design and Development, Quality Control Testing, Maintenance and Support of Siebel, Client/Server and Web Applications, Enterprise Change Management, Project Management.

Expert knowledge of all aspects of Siebel server architecture, installation, configuration, maintenance and performance tuning.

Solid knowledge of technologies such as SQL, PL/SQL, JavaScript, VBScript, XML, etc.

Multiple full lifecycle experience in CRM application deployment.

Lead role in upgrading multiple CRM Siebel environments.

Excellent technical, analytical and communication skills as well as ability to learn quickly in a dynamic environment.

Technical Skills

CRM Siebel 6.0 – 8.1 – Call Center, ePharma, Sales/OMS, Marketing, Financial. Oracle CRM server installation/administration.

SmartScript, Workflow, Assignment Manager, EAI/EIM, Siebel VB/eScript, Integration Objects, Import Objects, VBC, EBC.

Languages Visual Basic, C#, XML, HTML, ASP, Java/J2EE, JavaScript, WSH, SQL, PL/SQL, IBM MQ Series, MSMQ.

Databases Oracle 7.x- 11g, MS SQL Server, DB2, SQL Anywhere studio, MS Access, MySQL, SQLite.

Other technologies Siebel Server Sync for Microsoft Exchange Server, Actuate Report Server, RSA ClearTrust and Web Access Management suite, Siebel Analytics/OBIEE, Visual Mining ChartWorks Server, Captaris RightFax Server, CyberSource CC and Tax APIs, FirstLogic/SAP data quality and de-duplication tools, Informatica/ETL tools, F-Secure SSH and SFTP, Aspect/Avaya/Genesys CTI, SSL, LDAP, Active Directory.

OS Windows 95 through 10, Windows Server 2000-2012, Unix IBM AIX, Linux Red Hat, Various Linux Desktop distributions.

Walter Stolyar

44 Radcliff Dr

Doylestown, PA 18901

Cell: 215-***-****

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

Professional Experience

UnitedHealth Group

Horsham, PA

July 2014 – Present

As Siebel Application Services team lead responsible for maintaining and daily support of a highly customized Siebel 8.1 Financial Services CRM implementation with 2000+ application users in several geographically dispersed call-centers.

Environment

Siebel 8.1 Financial

Services/CRM/Marketing

Responsible for daily management of a team of 4 to 5 support engineers (3 on-site + 2 offshore) with focus on providing 99%+ environment availability.

Played integral role in transition and migration activities of Catalyst-360 business-critical applications from The Hartford to UnitedHealth Group while maintaining availability SLAs and minimizing impact to quarterly enterprise release schedule.

Responsible for architecture design, planning and execution of infrastructure migration project involving multiple HA CRM environments while ensuring 100% business continuity as well as compliance with DR and regulatory requirements.

Managed acquisition, design and implementation of enterprise level monitoring software which helped identify major technical and performance issues, assisted in performing root cause analysis and reduced production incidents for critical business applications.

Key role in daily planning and execution of deployment activities for Enterprise, Interim and Minor releases. Ensured configuration and data integrity, researched and addressed deployment related issues and gaps, developed and executed remediation plans.

Identified and implemented multiple process improvements in daily support activities.

Managed multiple IT teams during transition from HPSM to ServiceNow Change Management system.

Ensured the team’s continuous cross-training in various technologies we support.

Acted as a liaison to other IT teams (Development, QA, Environment Management) with focus on streamlining processes, reuse of services/environments and providing innovative solutions.

Responsible for day to day problem management. Identified and documented known issues, engaged other IT teams, vendor support and Expert Services to find suitable solutions and workarounds. Provided frequent updates to senior management.

Managed critical production incidents and provided metrics to senior management. Implemented incident management process to review/resolve recurring issues by negotiating requirements and performing root cause analysis. This helped achieve a decrease in the amount of critical incidents by 85%.

Responsible for the Application services team’s incident/problem/change management processes.

Researched and identified several software patches and quick fixes necessary to address ongoing issues as well as changing environment needs. Managed testing, certification and deployment efforts.

Walter Stolyar

44 Radcliff Dr

Doylestown, PA 18901

Cell: 215-***-****

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

Played key role in implementing change management, SDLC and code deployment processes which reduced defects by 70%.

Responsible for production system VBF monitoring and alerting processes. Developed and implemented a suite of custom scripts for service/component/URL monitoring. Collaborated with other IT teams to create performance alerts as well as trend reports/dashboards for senior management.

Key role in design, development and implementation of a custom log monitoring software. The system is actively scanning application server logs and triggers alerts to the support team if critical errors are found. This resulted in reduction of critical incidents by 35%.

Closely participated in Siebel OpenUI upgrade process. Identified and resolved multiple upgrade and environment related issues. Managed resource and environment allocation, IT team collaboration as well as upgrade performance tuning. CSL Bering, Inc.

King of Prussia, PA

September 2011 – July 2014

As Senior Systems Analyst responsible for managing global Siebel ePharma enterprise implementation with 500+ mobile users and 10 languages deployed. Environment

Siebel 8.1 ePharma/Oracle BI/OBIEE

Responsible for managing production releases, including requirements gathering, impact analysis and deployment procedures.

Lead the design and migration of several Siebel environments to virtual hardware (VMWare).

Researched, identified and resolved multiple technical issues with Siebel OpenUI implementation.

Completed successful DR exercise of the entire Siebel CRM system (10 virtual servers).

Worked with Siebel Expert Services on resolving several product defects and creating workarounds.

Participated in design, development and deployment of a large array of ETL workflows with prime focus on performance and data integrity.

Identified and resolved numerous functional and performance problems within core application functionality as well as various interfaces.

Worked with UNIX team on creating/modifying shell scripts to control the server scheduling jobs.

Responsible for testing, validation and deploying several Siebel patches and Quick Fixes.

Led the optimization effort that consisted of ETL mapping modifications and SQL tuning.

Closely worked with Oracle Support on identifying and resolving several major system functional issues.

Provided technical direction and mentoring to a team of offshore developers.

Responsible for day to day production support and system maintenance.

Provided guidance to the global development team regarding application architecture, best practices and compliance.

Collaborated with DBA and Infrastructure (UNIX, Windows and MS Exchange) teams to create a list of notifications and monitoring SOPs designed to proactively monitor production environment during deployments as well as day to day operations. Walter Stolyar

44 Radcliff Dr

Doylestown, PA 18901

Cell: 215-***-****

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

Visionet Systems, Inc.

West Chester, PA

October 2010 – September 2011

As Senior Siebel Architect worked on highly customized Siebel Call Center/Order Management System with main focus on real-time data integration with Siebel Universal Customer Master as well as other proprietary and legacy systems. Other responsibilities included technical mentoring of other Siebel developers, knowledge transfer, compliance/release/deployment management, working with Siebel/Oracle support to resolve several product defects and technical limitations. Environments Client

Multiple Siebel 8.0 and 8.1 Call Center

and UCM implementations

QVC, Inc.

West Chester, PA

Played key role in design, development and deployment of a large array of custom Workflow processes responsible for real-time data integration between Siebel CRM/OMS and a number of legacy systems.

Closely worked with a team of TIBCO developers providing support necessary to debug and deploy real-time, near real-time and batch data loads.

Worked with Siebel server administration team to create and document release and deployment related procedures. Helped create supporting documentation and update SOPs.

Resolved several major performance issues related to both interfaces and UI in a highly customized environment. This worked required making extensive changes to Siebel configuration while preserving original functionality.

Worked with functional testing team to determine the root cause of several functional and performance defects. Once the issue was understood, provided technical directions to the development team on resolving the defects. Alternatively worked with Oracle support to create solution/workaround.

Created designs and estimates for a large list of customization requests with the main focus on preserving data integrity, application performance as well as implementation/deployment velocity.

Provided initial direction as well as hands-on development in redesigning several OOTB interfaces from using SOAP (web service) to direct TIBCO adapter calls. These changes resolved major performance issues while none of the functionality suffered.

Worked with Siebel Expert services on creating solutions for several Siebel product defects and technical limitations.

Walter Stolyar

44 Radcliff Dr

Doylestown, PA 18901

Cell: 215-***-****

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

Telerx Marketing, Inc.

Horsham, PA

May 2010 – October 2010

As Siebel technical lead worked on several Call Center and ePharma implementations. Responsible for performance troubleshooting, SQL fine-tuning, solution deployment and post-deployment support. Other responsibilities included Siebel development team technical mentoring (both on and offshore) as well as Siebel server installation/administration/maintenance. Environments Client

Multiple Siebel 7.7 and 8.0 Call Center

and ePharma environments

Multiple major US retail merchants and

pharmaceutical companies

Played key role in diagnosing and resolving performance issues with several Siebel implementations.

Supervised Siebel development team, provided technical direction, lead the architecture and design efforts of other Siebel consultants.

Played an integral role in a successful disaster recovery exercise as a Siebel server administrator.

Converted authentication mechanism of several Siebel implementations from database to Active Directory authentication.

Responsible for creating SOP/compliance documentation library.

Provided after-hours and post-deployment production support. Worked with end users to identified and resolve performance and other issues.

Responsible for all types of Siebel application server administration tasks.

Closely worked with DBA team on upgrading several Siebel databases to Oracle 10g. AETEA Information Technology, Inc.

Blue Bell, PA

February 2009 – April 2010

As Siebel technical analyst worked on several US and global Siebel CRM implementations. Responsible for requirement gathering, design, implementation and deployment with main focus on server administration, performance tuning and compliance. Environments Client

Multiple Siebel 8.0 ePharma

environments

Merck & Co., Inc.

West Point, PA

Played key role in design, development and deployment of "Direct to Consumer" call center Siebel application.

Worked closely with a team of Business Analysts to design, code and implement employee facing call center Smart Scripts.

Researched, designed and implemented PDM views and applets displaying Siebel Analytics data in the CRM application.

Played an integral role in implementing Single Sign On authentication mechanism in Siebel CRM, Analytics and Avaya telephony middleware.

Walter Stolyar

44 Radcliff Dr

Doylestown, PA 18901

Cell: 215-***-****

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

Closely participated in installation and configuration of Siebel server software of several existing and new implementations. Created/updated supporting documentation and SOPs.

Worked with Service Management (production support team) to understand and resolve performance and other issues in the production environment.

Extensively customized Siebel out-of-the-box application by introducing soft-delete (logical delete) functionality.

Responsible for managing Siebel servers, OM parameters, SRF compilations, repository migrations, version control, backups, compliance and many other server related tasks. ICT Group, Inc.

Newtown, PA

March 2000 – February 2009

As senior Siebel developer worked on multiple projects designing and implementing eBusiness solutions for major Pharmaceutical and Retail clients. As a key Siebel resource was involved in requirements analysis, design and deployment of several Siebel 7.7 Call Center and ePharma applications. As a technical team lead played major role in managing an off-shore IT team of 3 to 5 developers successfully implementing a number of client offerings. Environments Clients

Multiple Siebel 6.3/7.7 Call Center and

ePharma environments

Multiple major US retail merchants, internet

merchants, educational and government

organizations

Worked closely with Client Services on requirements gathering and analysis.

Played an integral role in data modeling and design.

Designed and implemented interfaces for transmitting data to client’s order processing system.

Researched, designed and implemented interfaces for credit card authorization and tax calculation for retail orders module.

Mentored a team of off-shore junior developers while successfully deploying many major client initiatives.

Played a key role in upgrading Siebel Call Center from v. 6.3 to v. 7.7. Later helped in upgrading Oracle database from 9i to 10g.

Designed and implemented inbound interfaces that allowed the client to manage product inventory and pricing in Siebel Call Center application.

Extensively used Siebel Tools to configure Siebel eBusiness application by creating required user interface, business and data layer definitions to implement different eBusiness solutions.

Researched and developed interface between Siebel and RightFax servers allowing outbound faxing from Call Center application.

Closely participated in the design and deployment of FirstLogic DQ and de-duplication module for Siebel application.

Participated in successful Disaster Recovery exercise.

Was responsible for the first in company deployment of Siebel Call Center in a virtual server environment with SSL.

Walter Stolyar

44 Radcliff Dr

Doylestown, PA 18901

Cell: 215-***-****

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

Developed standards allowing Siebel Call Center users to manage their own passwords while enforcing minimum password complexity requirements.

Installed and configured Siebel Server Sync component allowing data to be synchronized between Siebel and the clients Exchange server.

Designed, configured and deployed a system of custom Work Flows and Business Services governing all major aspects of Call Center operations with emphasis on error handling and self- documentation. This design has since been accepted as the company standard.

Played major role in design and development of SmartScript and data load procedures.

Designed and implemented interface between Siebel Call Center and a third-party email server automating inbound email activity creation in Siebel.

Coordinated development efforts between internal systems group, client’s IT department, outsourced provider and Siebel Professional Services to achieve optimal setup of the application.

Installed and configured ChartWorks and Actuate Report Server modules for several Siebel implementations.

Provided ongoing Siebel application support (24x7) and maintenance of the Siebel environments including troubleshooting software problems, application monitoring/tuning and performance improvement issue resolution work with the appropriate technical support groups.

Installed and tested Siebel patches and software upgrades and implemented backup and disaster recovery processes for Siebel environment.

Created interface between Siebel and WSI applications allowing for use of predictive dialing in outbound Call Center environment.

Designed, created and deployed a custom reporting system allowing management to monitor concurrent usage in multiple Siebel environments. This system provides email updates in pre-set intervals as well as allows for real-time monitoring.

Closely worked with Siebel SupportWeb (later Oracle MetaLink) to help resolve multiple issues in Siebel vanilla and customized applications.

Walter Stolyar

44 Radcliff Dr

Doylestown, PA 18901

Cell: 215-***-****

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

Essential Technologies, Inc.

New Castle, DE

1998 - 2000

As a senior VB developer was responsible for analysis, design and coding of custom software application governing the use of hazardous materials and chemicals. Environments Clients

Visual Basic 6 with Oracle and MS SQL

Server backend

Multiple major US chemical and oil

companies, FEMA

Closely worked with Client Services group and the client to develop application specifications.

Interfaced with different business users and groups to resolve and identify possible enhancements to business functionality.

Participated in development and deployment of hazmat management software.

Created a custom reporting system that calculated reportable quantities of hazardous materials and chemicals in case of environmental release.

Custom-tailored the existing system in accordance with different clients’ requirements.

As part of the development team was responsible for migrating the existing application from SQL Server to Oracle backend.

Sears Homelife, Inc.

Philadelphia PA

1996 – 1998

As a Visual Basic/Oracle developer worked on custom VB call center application. Environments Clients

Visual Basic 5 with Oracle backend Sears Homelife and Sears Home improvement

Made design and coding changes to custom call center application.

Participated in design and implementation of in-home appointment scheduling module.

Designed and coded Oracle stored procedures.

Designed and coded interfaces between VB front end and fax software for transferring orders and appointments to fulfillment vendors.

References

Available upon request.

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