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Application support specialist

Corona, California, United States
November 30, 2018

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Bill Huang

Cell: 408-***-****


Jurupa Valley, CA 91752

Career Summary:

Systems Consultant/Administrator with various Customer Support experiences in Oracle CRM/Support Portal applications


Oracle, Belmont, CA

Principal Systems Consultant

December 2006 – September 2018

Setup multiple UAT/PSR Application environments for mock testing/deployments and rollout to production, administered applications such as: Oracle Knowledge (Inquira), OEM discovery(Enterprise Monitoring), LDAP, Knowledge base, RightNow in Linux/Windows

Skills: WLS 12c admin, Oracle SOA/BPEL/WSM/SDK fusion middleware troubleshooting/manage bridge/interface/AQ queue, JDK, linux admin, Windows admin, BigIP Load balancing, SOAPUI testing

Set up Siebel Analytics Business Intelligence iBots & dashboards, scheduled/generate reports for analysis

Oversee complete test cycles for multiple feature upgrades, track test scenario/cases via Jira Epics/Stories. Drive/Coordinate entire global test personnel/team throughout project duration, report/follow-up defects with development teams, conduct RCA with stakeholders

Troubleshoot bugs/issues through Server tasks monitoring and performance/tuning. Set up/Planned scheduled clean up on NFS storage mounts

Performed customer Support functions to APAC region by triage, research issue and assign bugs and follow up through coordination with Development/Engineering departments until issue resolution

Install Patches/Repository/SRF deployment in SSO/OID Linux Call Center environment.

Authored Confluence Knowledge base Documents/SOP and drive training sessions to train peers

Install, configure Siebel Enterprise. Configured Siebel Gateway Servers, Enterprise Server, Siebel file system, Siebel server Administer Data Migration/Data quality using Siebel EIM

Manage system upgrade projects in Jira/Scrum/Kanban settings, coordinated activities / conduct scheduled meetings with all stakeholders

Use Jenkins/Ansible to schedule automated jobs, execute builds for maintenance tasks

Environment/Tools: WLS12.2, VNC,Tools, Weblogic, Inquira, EMCC/Enterprise Manager 12C Cloud Control, SLACK, Atlassian Jira/Confluence

Autodesk, San Rafael, CA

Siebel Systems Support Analyst

April 2006 – November 2006

Setup Siebel Enterprise for Partner Center environments. Troubleshoot Registered Partners with Opportunity/Lead/visibility issues.

Troubleshoot CallCenter issues involving Setup, Server tasks monitoring and execute periodic Patches installation

Troubleshoot Contract/Order interface issues between Poetic Subscription, Siebel and Back Office Applications.

Tracked Defect/Change Management using Mercury Quality Center 8.2 & Remedy MidTier 6.3

Environment: Siebel 8.0, Siebel Sales, Service Modules, MS SQL Server, Windows NT, Mercury Test Director 8.2 & Remedy MidTier 6.3

Siebel Systems, San Mateo, CA

Siebel Administrator/Configuration/Lead Application Support Analyst

April 2000 – February 2006

Setup Siebel Enterprise for different environments. Set up hardware, installed operating systems, installed and configured applications and setting up security measures.

Designed, Created & Implemented Assignment Manager rules for entire Sales Operation & Product Marketing, Alliance, Global Service and TAMs, Researched and resolved territory conflicts. Generated conflict reports.

Administered Data Quality modules using FirstLogic and EIM/WorkFlow/COMM functions.

Resolved escalated Call Center/OnDemand Help Desk issues in position, responsibility, reporting hierarchy and trained staff analysts in applications operations/sales department.

Environment: Siebel Sales, Service Modules, Siebel Business, MS SQL Server, Windows NT

Notable soft skills:

Leadership/Time management – Lead system upgrade projects tracked via Jira, coordinated departmental efforts, built system from ground up, completed projects on time

Communication – Conduct periodic trainings to peers, authored KM documents detailing processes and application troubleshooting

Education: B.S in Business/Information Systems, University of Phoenix, San Jose, CA

Certified Siebel 7 Consultant Professional

Languages spoken: Chinese: Mandarin, Cantonese

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