A software consultant specializing in Microsoft Dynamics 365 and Oracle’s Siebel CRM software and has worked in Design, Development, Migration, Support and Maintenance life cycles of projects with skills in providing technical solutions, troubleshooting, requirements gathering and technical documentation.

SUMMARY OF QUALIFICATIONS

MCSA: Microsoft Dynamics 365 Customization and Configuration certified.

12 years of IT experience in CRM.

Possess experience in CRM applications like Sales, Call Center.

Possess SQL skills and have worked on SQL Server, Oracle and IBM DB2 databases.

Proficient in shell scripting.

Strong analytical, diagnostic and troubleshooting skills and ability to work in a fast-paced environment.

Has expertise in CRM Configuration, Workflows, UI development.

Leadership skills and team player with strong consulting, interpersonal and Techno-Functional Skills.

TECHNICAL SKILLS

CRM: Microsoft Dynamics 365, Siebel

Languages: C#, VB, SQL, Python, Java Script, XML, JQuery

Operating Systems: Windows, Solaris 9, HP-UX (UNIX)

Database: Oracle, IBM DB2, MS SQL Server, MS Access

PROFESSIONAL EXPERIENCE

Employer: Lowe's Companies Inc.

Mooresville, NC

Aug 2015 – Present

CRM Lead Engineer

This project is a design, development and maintenance effort in CRM Call Center and Sales application.

Responsible for overseeing the company’s requirements, development, testing and deployment of Microsoft CRM LMS (Lead Management Solution) project.

Customized Sales application and modules like leads, account, contact, opportunity as per business process.

Designed and developed workflows and plug-ins to satisfy different business requirements.

Development of CRM related scripts.

Used various query mechanisms like Fetch XML and LINQ in programs to retrieve data.

Participates in daily leadership calls and stand-ups.

Day-to-day management of technical teams, working closely with Project Managers to provide information around scheduling, risks, issues, changes etc.

Conduct user training and create and maintain knowledge transfer documentation.

Participation in requirements gathering effort to convert call center in Oracle’s Siebel CRM into Dynamics 365 application.

Participated in AGILE software development methodology.

Drive requirement gathering efforts with business partners.

Proactively identify areas of improvements in the application.

Extensive Work to merge duplicate customer records. This helps in 360 degree view of customer.

Developed data comparison tool in excel VBA to compare data between environments.

Implemented various improvements in production support activities.

Production Support of the application.

Environment: Microsoft Dynamics 365, Siebel IP16, C#, Web Services, Workflows, Java Scripts, Visual Studio 2015.

Employer: Nihaki Systems

Premera Blue Cross, Mountlake Terrace WA

June 2014 – July 2015

Sr. CRM Developer

This project is a design, development and maintenance effort in Dynamics CRM 2013 application.

Participated in migration of Siebel Sales application to Dynamics CRM 2013 online.

Creation of Accounts, Contacts and opportunity modules in Dynamics CRM replicating the Siebel customization.

Developed Custom Lead to Opportunity Business Process flow.

Developed plugins for achieving various business scenarios.

Developed JavaScript and Business Rules for various client side validations.

Development point of contact for Sales application.

Used HTML/CSS for improvements in CRM UI.

Receiving data from Benefit Focus to load Accounts, Quotes, Quote Items, Opportunities, Census and Contacts data.

Extensive Excel Macro Development work. Created Dynamic forms in Excel to query data in Siebel.

Designed and developed interactive Siebel Login from Microsoft Excel and eliminated need to store passwords in excel spreadsheet.

Environment: Dynamics CRM 2013, Workflows, C#, SQL Server 2007 and Windows 7, Visual Studio 2012.

Employer: Nihaki Systems

Country Financials, Bloomington IL

May 2012 – May 2014

Sr. CRM Developer

This project is a design, development, delivery and maintenance effort in Dynamics CRM call center application.

Developed Business Process flows for guiding call center agents to intake a claim.

Provided data from Dynamics CRM to the IPhone Claims Application and also to the Web Application using Web Services.

Automated the claims creation process from vendors for Road Service and Glass related claims. Used Web Services for integrating Road Service vendor – Agero and Glass Service Vendor – Lynx.

Created new view for adjusters to enter all the details about a claimant.

Invoked Trillium for Address Standardization for all contacts and vendors.

Created Batch jobs to create activities for claims and assign it to a group. Also created batch jobs to move data around tables.

Worked on VB application to sort incoming USPS files to remove duplicate address entries and upload them into CRM.

Environment: Dynamics CRM 2013, C#, Visual Studio 2010, Workflows

Employer: Nihaki Systems

Minacs@Allison Transmission, Indianapolis IN

Mar 2011 – Apr 2012

Siebel Architect

This project is a design, development, delivering and maintenance effort in Siebel eAutomotive application and conversion of Siebel CRM to Dynamics CRM 2011.

Helped migrate from Siebel to Microsoft Dynamics CRM application.

Created batch jobs for data load from Siebel into Dynamics CRM.

Created stored procedure in SQL Server database to extract data for importing into dynamics CRM application.

Single point of contact for everything related to CRM. Responsible for estimating, designing, developing, delivering and maintaining Siebel CRM application.

Improve the performance of the Application by monitoring long running sql and make the appropriate configuration changes.

Automated the batch loading of Accounts and Account Addresses from SAP into Siebel using EIM and shell scripts.

Created batch update Scripts to assign appropriate organizations to Accounts and Contacts.

Created Workflows to assign appropriate organizations when a new Account or Contact is created.

Rolled out Opportunities Module for tracking the revenue generated by Sales users.

Interact with End users (Call Center users and Sales users) for new requirements gathering and to constantly improve Siebel Application with modifications to existing features.

Created User Test Cases for the Business Users for UAT testing before deployment.

Lead sessions for Business requirement gathering for Accounts, Contacts and Opportunity modules.

Developed Unit Test Cases and System Test cases for regression testing.

Analyze data and fix various data issues like orphan record fixes and performance issue due to huge volume of data.

Created custom charts in Siebel for reporting purposes. Interacted with business and provided an alternate feature involving charts after facing technical constraints.

Environment: Dynamics CRM 2011, Siebel eAutomotive, Workflows, Project Delivery, SQL Server 2007

Employer: Nihaki Systems

ATT@IBM, Middletown NJ

Sep 2009 – March 2011

Siebel Design/Dev Lead

Wireless-Wireline Integration(WWI):

This project is a design and development effort in Siebel eCommunications application. This project is focused on integrating ATT and Cingular’s CRM systems under one umbrella. The project is undertaken to bring the Business Customers of ATT and Cingular under one platform to help the Sales representatives of both businesses to better understand the customer’s needs and to increase productivity and profitability of the enterprise.

Responsible for the technical delivery of the projects.

As the Design Lead for Account Hierarchy module of the project, is completely responsible in designing the new features across this module from System Requirements.

Design Areas in Siebel include Configuration, Scripting, Workflows, Batch Jobs and Web Services.

Some of the salient features in the new Account Hierarchy Module are as below

-Accounts will be having 5 levels of hierarchy. Level 5 through Level 2 will be stored in Siebel Application(ROME). Level 1 will be stored in an external application called SAART which is the system of record for Accounts. This scenario was configured using Siebel inbuilt Master Account Id and Parent Account Id fields. Master Account Id for Level 4 through Level 2 will be the Siebel Row Id of Level 5 and Parent Account Id will be the first parent of a record.

-All the Account Assignments will happen only for Level 4 and Level 3 records. In other words only Level 4 and Level 3 records will be assigned to Sales Representatives and only they need to be displayed Across all applets with a few exceptions and if a L4 Account belonging to a Sales Rep has an L3 as well, only L4 need be displayed in the screen. This scenario was achieved using complex configuration to display the records.

-Only Level 4 and Level 3 can be assigned to child.(i.e Opportunity, Contacts, Credit Check etc). objects and the visibility rules for L4/L3 applies here also.Achieved this scenario with configuration tasks.

-Whenever an assigned Account on an object like Opportunity or Credit Check is changed audit trail needs to be invoked and should be displayed under Old Accounts. This was configured using a combination of BC level joins, Links from Account to Audit Trail and Links from Child Objects (i.e Opportunity, Credit Check) to Audit Trail.

-Involved in designing the EIM load of Accounts, Contacts, Address and Position into Siebel from SAART into Siebel.

Created Web Services to create Accounts, Contacts, Address and Position information real time.

Account Explorer screen was completely changed from Vanilla to meet the new System reqirements.

This was achieved with a combination of configuration and complex scripting across events of the

Business Component.

An email need to be sent to Sales Reps who own the Account as soon as they are assigned an Account

through EIM. This scenario was achieved using a combination of Batch Script written in Shell scripts

and Siebel Workflow using Outbound Communication Manager to send the email.

Account Hierarchy Data will be received real time from SAART. An inbound web service with workflow was used to achieve this scenario.

Configured various other views,Screens and applets and Toggle Applets as a part of Account Hierarchy.

Configured VBC (Virtual Business Component) using web service to get L1 account details for an L2 account and display it in Siebel Applet.

Involved in developing Siebel functionality across other modules of the project like Sales Hierarchy

and Common Funnel as well.

Created Batch Workflow Process to automatically update Segment values for Opportunities and used RCR.

As the Design Lead for Common Product catalog (CPC) module of the project, is completely responsible for designing the product data load and configuring the Product Screens and applets across the application.

CPC (External System) sends us “full XML” having about 100000 products on nightly basis. Loading of products was designed and implemented as below.

-Used XSLT transformation in shell scripts to break down the Products and its attributes in the XML file into 12 data files containing Products, Portfilios and the different attributes of Products.

-Once the data files are ready, used SQL and EIM to upload the products into Siebel.

Created COM scripts to map existing Products with new CPC Products and map Offers with Products.

Product MVG Applets and Pick Applets across the application was modified to reflect the new Product Hierarchy. Product Hierarchy is made of 4 levels. Some of the salient features of Product Hierarchy are as below.

-Products are the last level of the hierarchy. Products are required entity. The different ways products can be related are

-Portfolio->Family->Sub Family->Product

-Portfolio->Family->Product

-Portfolio->Product

-The Hierarchy of the Product should be displayed in MVG next to the Product wherever related.

MVG’s were correctly displayed with Product Hierarchy using a Calculated Source Field in the Link.

Involved in resolving ST/UAT/Production tickets in a timely manner.

Configured Siebel iHelp functionality.

Involved in Performance Tuning the Siebel Application especially around Address and Account entities. Used tools like SiebelSpy for Performance Tuning.

Worked on Smartscripts to create Products and link Products to Opportunity.

Used MVG, Pick Applet and scripting in SmartScripts.

Talk to Business and provide them new ways of implementing a feature after exploring the technical feasibility.

All documentation was added to “Reqpro” tool and mapping created between System Requirements, Functional Requirements and Technical Requirements.

Implemented Siebel PRM utility to share Accounts, Opportunities, Products and Sales Order for third party dealers. Visibility Rules were applied for Sales Reps based on their channel.

Environment: Siebel Sales, eCommunication (7.8.x), Siebel PRM, Siebel Tools, eScripts, Shell Scripts, Siebel Server Administration, Web Services, Workflows, Oracle 11g and Solaris 10

Employer: Pacific West Corporation

Cbeyond Communications, Atlanta GA Apr 2009 – Aug 2009

Siebel Consultant

This project is a development effort in Siebel Sales and eComm application. The development effort is mainly focused on automating existing promotions assigning operations.

Created new “Assignment Promotions View” to facilitate assigning promotions to new and existing Accounts.

Created Business Services to assign one or more Promotions to an Account on the click of a button.

Also created Business Service to do validations on Promotions.

Made use of calculated fields, user properties and Siebel out of the box configurations to avoid scripting in implementing business requirements.

Regularly interacted with Business users to fine tune the requirements and implement them in Siebel.

Created Batch Workflows to set the status of unused Assigned Promotions to Cancelled on the second day of every month.

Also involved in Administrative tasks like adding/editing LOV’s and creating test data.

Involved in creating the Technical Design documentation.

Used Web Services to receive Campaigns and Promotions entered in web portal into Siebel.

Environment: Siebel Sales, eCommunication (7.8.x), Siebel PRM, Siebel Tools, eScripts, Web Services, Workflows, Oracle 11g and Solaris 10

Employer: Pacific West Corporation

MTS Allstream@aMind Solutions, Manitoba Canada Jan 2009 – Mar 2009

Siebel Consultant for aMind Solutions

This project is a development effort in Siebel PRM application. MTS Allstream needed a new PRM application for the use of all their dealers across Canada.

Created Task based UI process to handle the step by step flow to be followed by the dealers while

creating or modifying existing customer information.

Created new Business Services to dynamically generate URL to open ‘Freeway’ application where orders need to be created. This business service was developed to get all the values dynamically with no hard coding. Also created Business Service for getting field values from the browser scripts.

Involved in the UI configuration like creating new views, screens, applets, links and joins.

Involved in data mapping work like appropriate selection of tables and columns for BC’s and BC fields.

Environment: Siebel eChannel (8.0.0.5), Task based UI, Siebel Tools, eScripts, Workflows, Oracle 11g and Windows XP

Employer: Pacific West Corporation

Kansas Dept of Labor@IBM, Topeka KS June 2008 – Dec 2009

Siebel Consultant for IBM

This project was for the Unemployment Insurance modernization program implemented for KDOL by IBM. As a part of Business Rules team, I was involved in creating new rules and modifying existing Rules in Haley rules engine, troubleshoot the defects in Haley-Siebel integration and acted as an administrator for the Haley Knowledge Base on Dev Server.

Integration of Haley Rules Engine with Siebel Public Sector Application using Siebel’s inbuilt integration Mechanism.

Extensively worked on Haley Rules engine to create business logic for our client’s unemployment insurance program.

Created Business Services to send inputs to Haley and handle outputs from Haley and process them to Haley/Siebel understandable formats.

Worked with Oracle Expert Services and Haley Experts to resolve a lot of issues with the Siebel – Haley Integration. Detected flaws in the integration and reported it to Oracle Expert Services which they agreed upon and worked on it for a fix.

Created patches to fix data in the Siebel runtime tables to overcome the deficit in the Integration.

Created Workflows for the seamless flow of the process. Most of the work done here are huge processes like “Filing New Claim” and “Filing Continued Claim”. The workflow had lots of Siebel and Haley steps that were processed and branched appropriately.

Also involved in configuration works like creating Business Components, Applets, Joins, links, calculated fields and User Properties.

Made all efforts to minimize the usage of scripting by handling it with user properties and calculated fields.

Acted as an administrator of Haley knowledgebase in Dev Server. In charge of importing Siebel objects

into Haley knowledge base, creating and modifying rules and testing the rules.

Analyzed Haley and Siebel log files to determine the causes of the errors arising out of Haley and Siebel

and fix them accordingly.

Environment: Siebel Public Sector (8.0.0.5), Siebel eService (8.0.0.5), .Haley Rules Engine(4.12),Siebel Tools, eScripts, Workflows, SQL Server 2005 and Windows XP

Employer: Pacific West Corporation

Solidworks Corp, Concord MA Jan 2008 – June 2008

Siebel Consultant

This project was to create a new excel application integrated with Siebel CRM for the sales representatives of Solidworks Corp. Sales Reps were able to create, modify, delete opportunities in Excel and synchronize their excel sheet with Siebel to post and retrieve data.

Integrated Excel Sheet Application with Siebel Application. Extensively used VBA Coding for this purpose. The functionalities achieved in excel sheet were the following.

-Create new Revenue records, Edit Revenue Records and delete Revenue records. This was achieved by the click of button in excel sheet.

-There is a Synchronize button which will fetch Revenue Records from Siebel and from excel to Siebel. If records were deleted or edited in either application, it would do the synchronize operation for this as well.

-This spreadsheet is used by VAR’s (Value Added Representative’s) who essentially sell Solidworks software.

Created custom Business Components, Business Objects, Links, Views, Applets and Tables.

Extensively used scripting to achieve some of the following scenarios

-Get the row id of the revenue record being deleted and store it in a custom table.

-Set Profile attributes when a revenue record is edited or a new record is created. Use these profile attributes to get updated records and new records when synchronize button is hit in excel.

-Created Applet level and BC level scripts to achieve all the above scenarios.

Environment: Siebel Call Center/Siebel VAR Portal (7.8), Siebel PRM, Siebel Tools, eScripts, Workflows, SQL Server 2005 and Windows XP

Employer: Pacific West Corporation

ALLTEL Communications, Wilkes-Barre PA

Jun 2006 – Dec 2007

Siebel Consultant

This was a maintenance and enhancement project for Alltel Communications. I was involved in maintaining and enhancing their Siebel eCommunication Application and also automating and scheduling jobs in Production environment along with enhancing their web sites hosted on Siebel eCustomer application.

Created new Search screen in eCommunications to retrieve ESN numbers.

Created functions using eScripts to convert Hexadecimal numbers to Decimal and vice -versa.

Created script to get the make and model of a phone based on the ESN number.

Created Custom applets/Business Components for the purpose of retrieving ESN numbers.

Created a script to dynamically constrain the values displayed in a dynamic picklist based on the value set

in another field.

Created a script to disable the “New”, “Copy”, “Query” button based on position of the users.

Created eScripts to log the MDN and Account no into a custom defined table whenever there is an error

in the application.

Created a new web page using Siebel eCustomer application for customers to register their cell phone numbers. Created custom web-templates using java script for this purpose.

Created and modified eScripts to enhance CTI application and improve performance.

Used Oracle External Table concept and PL/SQL scripts to load date values to an extension column in

Accounts table.

Used sql loader to populate data into tables from data files.

Created Smart Scripts to enable customer service agents create trouble ticket.

Created user interact workflows to navigate users to different views.

Also created workflow to retrieve information from billing system and update it in the Siebel database.

Was involved in the New Mexico split project which is for splitting the area code in New Mexico State

into two.

Created a script to dynamically constrain the values displayed in a dynamic picklist based on whether flag

is set to true or false.

Used Business Component and Field User Properties to do a lot of validation work.

Created batch scripts to run EIM process daily to upload accounts and contacts data obtained from billing

application.

Migrated batch scripts, templates and repository over different staging environments and into production

environment.

Analyze log files to determine causes for errors. We used to predominantly read eCommunication object

manager log files to find out errors/slow performance.

Created batch jobs using shell script to continuously monitor Server Components and automatically restart them if found in Not Running/Online state. Generate an alert, if unable to restart. Created custom tables to store the server component data.

Created shell scripts to monitor if any eCommunications/eCustomer server is accepting sessions. Generate an alert using scripts, if they are not accepting any sessions.

Truncated tables that were growing really big as a result of persistence turned ON for workflows. Also rebuilt indexes for those tables and turned OFF persistence.

Environment: Siebel eCommunications/eCustomer (7.5.3) & (7.8.2), Siebel Tools, Web Services, EAI, eScripts, Workflows, Siebel Server Administration, CTI, EAI, EIM, Oracle 9i, and Solaris (8 & 9) (UNIX)

Employer: Pacific West Corporation

XO Communications, Plano TX

Jan 2006 – Jun 2006

Siebel Consultant

Used eScripts to check Duplicate accounts from being created.

Used eScripts to capture user information whenever a user attempts to create a duplicate account.

Created browser scripts to achieve user interactive functionalities.

Constrained users functionality based on their position.

Created Business Service to truncate the length of the text.

Created the Workflow Policy. Developed Business Services for Workflow Automation, and verified

workflow Processes using process simulator.

Created custom tables and business components to capture user details.

Customized the screens of Account, Products, Contacts, etc. as per the Client Requirement.

Environment: Siebel eCommunications (7.5.3), Tools, eScript, Workflow, Oracle 9i, Win XP

Department of MIS, Southern Illinois University in Carbondale, IL Aug 2004 – Dec 2005

Graduate Assistant

Database Design in Oracle 9i for MIS Department.

Creation of the Entity-Relationship Diagram

Normalization of the Database

Populating, Inserting, modifying and updating the database

Writing queries to store and retrieve information

Created PL/SQL Queries to insert and update data.

Environment: Oracle 9i, Windows XP

Jerusalem College of Engineering

Dec 2002 – Mar 2003

Graduate Project

Project: Design and Implementation of Automated Teller Machine using Visual Basic .NET

Developed the Business Logic for the project

Created an MS-Access file to store the User information which contains profile of the users.

Designed a Graphical User interface (GUI) for the user to access the ATM

VB .NET application that stores and retrieves information for the project

ADO .NET database access methods were used.

Environment: VB.NET and ADO.NET

EDUCATION

Southern Illinois University in Carbondale, Carbondale, IL

Masters in Electrical and Computer Engineering

Aug 2004 – Dec 2005

Jerusalem College of Engineering, Chennai, India

Bachelors in Electrical and Electronics Engineering

Jun 1999 – Jun 2003

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