Sales Service

Venkat Mudumbai

E-Mail: ********.***@*****.***

Mobile: 781-***-****

Professional Summary

Siebel Consultant with Overall experience of 8 years in Siebel CRM

Applications.

Worked as CRM BA for Siebel applications for 2 years.

Certified Salesforce developer (SFDC - DEV 401) with hands on experience

of developing SFDC application for 6 months.

Profile Summary - CRM Consultant with experience Call center, sales

and service implementations and Business analyst in Call center,

Sales and Order management applications.

Currently, working as a Technical Consultant for Mercer Siebel CRM

application.

Worked as a Business Analyst for Vodafone in Siebel CRM Application.

Worked in Production Support for Baxter Siebel CRM Application.

Worked as Technical Consultant/Business Analyst for the Siebel Vertical

upgrade project in Lexmark International Inc.

Worked on development and maintenance of 3M Siebel Sales and Call Center

applications.

Worked on Telstra Siebel applications on various Siebel projects involving

Feasibility analysis, Development, Testing, Maintenance, Production Support

and Quality assurance.

Proficient in analyzing, translating business requirements to technical

requirements, design, development and testing various modules in Siebel

development projects.

Strong functional abilities, flexible and goal oriented.

Good communication and interpersonal skills with self-motivation and quick

learning at the work.

Technical Expertise

CRM tools : Expertise in Siebel 7.8 and 8.1.1.4 tools, E-

Scripts.

Certified SFDC developer, Siebel

Telecom Application.

Archival tool : IBM Optim.

Reporting tool : Actuate Reports.

Languages : Apex, Visualforce, AJAX Scripts,

Java (Swings, JDBC, Servlets),e-

scirpts

RDBMS : Oracle 11g, MS-SQL Server 2000, SQL, DB2.

OS Platforms : Windows 2000/XP.

Project Details

Project 1: Mercer Siebel Application

Jan 2014 to Till Date

Project : Mercer Siebel Call center / Siebel Financial Application

Client: Mercer, USA

Role : Technical Consultant.

Environment: Siebel Enterprise Application / Siebel 8.1.1.4 Tools, IBM

DB/SUB64 9.07.005.

Description:

Mercer, One of the world's largest HR consulting firm, with

revenue of $3.1 billion. Mercer is the global market share leader in

retirement, health & benefits and investment consulting. Mercers

services approximately 90% of the 100 largest (by gross revenue) US

public companies. Mercer is one of the most trusted HR consulting brands

in the world, with 75% of C-suite and senior HR executives considering

us a trusted advisor (more than Towers Watson or Aon Hewitt).

Siebel Development/Enhancement for the

Internal and Portal Applications of Mercer to help their Client of

Investment areas and the Client Participants to file service requests. The

MERCER's 401k Plan Participants Call through IVR and Siebel CTI (Computer

Telephony Interface) provides the pre-configured View popup (based on

Participant keyed in SSN data in IVR) to the Call Center Agent. The Call

Center Agent responds to the Participant issue, and in turn creates a Touch

point. If the issue cannot be resolved over phone he/she creates the

Service Request and escalates it to the Back-Office Service Agents (Tier

2). The Escalations to Tier 2 or Tier 3 Agents are alerted by automatic

email and copy of alert email is sent to the Participant also. When the

Service Request is resolved, the Service Agent creates Resolved Type Note

and notification email is sent to Participant based on Pre-built Email

Templates.

For the Mercer's Defined Contribution line

of business, the Service Request is created for Adjustment Amounts for the

Investment stock rate differences and this involves Approval process with

top management. This has been implemented with extensive use of Siebel

Workflow and eMail features.

Working on the new user story feasibility analysis and technical design.

Worked on creation of ifbs for several EIM job running as a nightly cycle.

Working the Siebel enhancements requests and fixing the code for the

production issues.

Application of Siebel patches to existing environment.

Troubleshooting and providing solutions for all user/data/application

related issues.

Maintenance of Development/Acceptance/Pre-production/Production

environments.

Designing and implementing batch loads with EIM for daily and on-demand

data feeds - supporting EIM import/update/delete/export requirements.

Adhoc data Maintenance for Siebel and Siebel Analytics.

Automation of the tasks using cron and Autosys jobs and shell scripting.

Repository migration and Releasing new functionality and fixes into

production.

Designing and implementing Quest tool to monitor performance.

Implementing Active -Directory authentication for existing environment.

Deploying new srfs into production as a part of turning over new

functionality.

Maintaining detailed documentations for Siebel architecture and support

related activities.

Project 2:

Aug 2012 to Jan 2014

Project : Telecom Order Management in Siebel / Automate Arbor Activation

Client: Vodafone,UK

Environment: Siebel 8.1.1.4, Oracle 11g, Arbor 9.0

Description:

Vodafone is the one of the largest telecom provided in UK and a part of the

Vodafone group, the world's second largest mobile phone company. Vodafone

UK has

19.5 million Subscribers and is the third largest mobile telecommunications

network nationally after EE and O2.

Vodafone Siebel application is developed for the order management process

and Arbor application is developed for billing of the orders received in

Siebel. Three types of orders like Provide, Service Change and Cease orders

are created in CRM Application and once the order is created the data flows

from Siebel to Arbor through the integrations developed during this project

for billing of the orders. During creation of order in Siebel, inputs are

provided with the information of the equipment to be supplied to fulfill

the order, service to be provided and time frame in which the order needs

to be fulfilled. Various stages of the order fulfillment is tracked in

Siebel until the order is completed.

Roles and Responsibilities

Worked as a Business Analyst and responsible for converting the user

stories to technical requirement document.

Responsible for developing and amending the Workflow to accommodate the new

functionalities.

Worked with development teams in providing the inputs on the business

requirements and converting them to final deliverables.

Responsible for showcase of the new functionalities to the users of Siebel.

Responsible for creation of the user acceptance test plans and test cases.

Responsible for running the user acceptance tests with the users.

Responsible for release planning and scheduling of tests during release of

functionality to production.

Project 3:

April 2012 - July 2012

Project: Saudi Telecom Wholesale CRM Application

Client : STC, Saudi Arabia.

Application : Siebel eCommunications.

Environment : Siebel Version 7.8, solaris/windows servers.

Database : Oracle 10g

The Saudi Telecommunication Group provides integrated mobile, fixed and

broadband communications services to over 142 million subscribers in 10

markets including Saudi Arabia. Headquartered in Riyadh, Saudi Arabia,

Saudi Telecom Company (STC) is the largest telecommunications company by

market capitalization, total revenue and number of employees in the Arab

State region. In the last few years, STC has gone beyond its local borders

to the international markets, forming a network of businesses and

investments in a number of HYPERLINK

"http://en.wikipedia.org/wiki/Gulf_Cooperation_Council" \o "Gulf

Cooperation Council" GCC countries, HYPERLINK

"http://en.wikipedia.org/wiki/Asia" \o "Asia" Asia and HYPERLINK

"http://en.wikipedia.org/wiki/Africa" \o "Africa" Africa. The company is

now present in HYPERLINK "http://en.wikipedia.org/wiki/Kuwait" \o "Kuwait"

Kuwait, HYPERLINK "http://en.wikipedia.org/wiki/India" \o "India" India,

HYPERLINK "http://en.wikipedia.org/wiki/Indonesia" \o "Indonesia"

Indonesia, HYPERLINK "http://en.wikipedia.org/wiki/Malaysia" \o "Malaysia"

Malaysia, HYPERLINK "http://en.wikipedia.org/wiki/Turkey" \o "Turkey"

Turkey, HYPERLINK "http://en.wikipedia.org/wiki/South_Africa" \o "South

Africa" South Africa and HYPERLINK "http://en.wikipedia.org/wiki/Bahrain"

\o "Bahrain" Bahrain which has enabled STC to serve a larger number of

customers internationally.

Siebel wholesale CRM Application is developed to manage the

products, orders, Agreements, Invoices, payments, Accounts, contacts in one

place.

Roles and Responsibilities:

Planning of the data loading activities for loading historical data in

Siebel

Collection of data from the business

Preparation of Business requirement system design documents

Analysis and cleansing of data

Preparation of process documents for loading of data

Preparation of high level design document.

Developing the mapping sheets

Developing the control files

Developing of the ifb files

Loading of data in different environments

Preparation of test cases

Running the production load

Verifying the final data.

Project 4:

March 2011 to March 2012

Project : Mercer Siebel Application Support & Maintenance

Client : Mercer, USA.

Application : Siebel Call Center, Siebel customer Application.

Environment : Siebel Version 7.7.x, Siebel Call Center /Siebel Financial

Services, Siebel Analytics, Solaris/Windows.

Database : DB2

Description:

Mercer, One of the world's largest HR consulting firm, with revenue of

$3.1 billion. The global market share leader in retirement, health &

benefits and investment consulting. Serves approximately 90% of the 100

largest (by gross revenue) US public companies. The most trusted HR

consulting brand in the world, with 75% of C-suite and senior HR

executives considering us a trusted advisor (more than Towers Watson or

Aon Hewitt).

Siebel Development/Enhancement for the

Internal and Portal Applications of Mercer to help their Client of

Investment areas and the Client Participants to file service requests. The

MERCER's 401k Plan Participants Call through IVR and Siebel CTI (Computer

Telephony Interface) provides the pre-configured View popup (based on

Participant keyed in SSN data in IVR) to the Call Center Agent. The Call

Center Agent responds to the Participant issue, and in turn create a

Touchpoint. If the issue can not be resolved over phone he/she creates the

Service Request and escalates it to the Back-Office Service Agents (Tier

2). The Escalations to Tier 2 or Tier 3 Agents are alerted by automatic

email and copy of alert email is sent to the Participant also. When the

Service Request is resolved, the Service Agent creates Resolved Type Note

and notification email is sent to Participant based on Pre-built Email

Templates.

For the Mercer's Defined Contribution line of

business, the Service Request is created for Adjustment Amounts for the

Investment stock rate differences and this involves Approval process with

top management, this has been implemented with extensive use of Siebel

Workflow and eMail features.

Role and Responsibilities:

Working on the Siebel Server maintenance on the unix environment.

Worked on creation of ifbs for several EIM job running as a nightly cycle.

Working the Siebel enhancements requests and fixing the code for the

production issues.

Application of Siebel patches to existing environment.

Troubleshooting and providing solutions for all user/data/application

related issues.

Maintenance of Development/Acceptance/Pre-production/Production

environments.

Designing and implementing batch loads with EIM for daily and on-demand

data feeds - supporting EIM import/update/delete/export requirements.

Adhoc data Maintenance for Siebel and Siebel Analytics.

Automation of the tasks using cron and Autosys jobs and shell scripting.

Repository migration and Releasing new functionality and fixes into

production.

Designing and implementing Quest tool to monitor performance.

Implementing Active -Directory authentication for existing environment.

Deploying new srfs into production as a part of turning over new

functionality.

Maintaining detailed documentations for Siebel architecture and support

related activities.

Project 5:

Oct 2010 to Feb 2011

Project : Siebel Service GTS

Client: Baxter,USA.

Environment: Siebel 8.1.1.3, Oracle 11g.

Description:

Baxter uses Siebel Service GTS Application for its call center

agents and for the product quality assurance and for e-commerce users.

Through Siebel Service GTS application several modules Service Request

management, Activity management, Accounts, Contacts, Opportunity management

are available for the users of the application. Service Request management

in call center, Activity management in the shop and in the field is done

through this application. Interface for Account creation in Siebel and

Asset management and product management are implemented.

Role and Responsibilities:

Responsible for the Siebel system Administration.

Working with the users to analyze the issues related to configuration and

application administration issues and the issue that came up during the

upgrade of the Siebel application from Siebel 7.5 to Siebel 8.1.

Analysis of the issues related to smart scripts & e-signatures.

Fixing of the issues related to configuration and scripting based on the

issues reported by the users.

Analysis of the issues related to the autosys jobs.

Analyzed and fixed the issues related to the Siebel remote.

Monitoring of the Siebel Databases.

Analysis of the several autosys job failures and fixing them.

Analysis of the issues that have occurred in the interfaces like Siebel

-AIP- PMDA, Siebel -Web methods - JDE.

Worked on the DAC and Informatica Migrations in QA and production.

Responsible for the promotions from Dev to QA and QA to Production.

Project 6:

Nov 2009 to Oct 2010

Project: Siebel Vertical Upgrade and Merge

Client : Lexmark International Inc, USA.

Duration: Nov 2009 - Oct 2010.

Environment: Siebel 8.0.0.6, Oracle10g.

Description:

Lexmark International, Inc is a global Fortune 500 company that

makes it easier for businesses and consumers to move information between

the digital and paper worlds. Lexmark products include laser printers,

inkjet printers, multifunction devices and associated supplies, HYPERLINK

"http://lexington-kentucky.olx.com/services-cat-191" \h services and

solutions.

Lexmark has implemented its Siebel applications like call center,

sales and eServices in SEA and have upgraded to SIA applications.

Additionally the consumer goods application is also implemented. Merge of

the Sale and Service functionalities and CG application functionalities

into a single repository has been implemented.

Role and Responsibilities:

Worked with the business for the analysis of the gaps in the existing

production system of Lexmark's Siebel sales application and raised CR for

the improvement of the existing process.

Worked on configuring the data archival tool Optim - which archives and

purges the data in Siebel. Configured it for Business entities like

Service Request, Account and all related entities.

Configured a business service which gets data from the external system from

the archival file and displays in Siebel.

Worked on developing the webservices.

Worked on Forecast module in Siebel for improvisation of the Vanilla

functionality.

Worked on Data migration plan for UNO application and involved in the

meetings with the client for the sign off of the data migration plan.

Schema conflicts were identified and resolved.

Conflicts in Picklists were identified and discussed with client.

Business Rules for loading each of the entity from Paragon to UNO were

discussed and defined.

Handled the configuration and scripting issues that came up when

application

is upgraded from SEA to SIA.

Worked on the data migration issues during the load of the data from

paragon to atlas application.

Worked on the change requests & defects of the Atlas application those were

raised during the last enhancement before the upgrade.

Project 7:

Sept 2006 to Oct 2009

Project: 3M Siebel Sales Application (Production Support and Maintenance).

Client: 3M, USA

Duration: Sept'2006 - Till date

Environment: Siebel 7.8, Siebel Tools and SQL Server 2000.

Description:

3M earlier called as Minnesota, Mining and

Manufacturing Company has wide range of businesses like Display & Graphics

Business, Electro & Communications Business, Health Care Business, and

Industrial & Transportation Business in different locations like USA,

Japan, Italy and Belgium. To track the current status of customers and

identify Opportunities, to sell additional products and services that match

customers needs they have implemented the Siebel sales application.

This application has been developed to support sales professionals in

managing information related to Opportunity, Accounts, Contacts and

Business at risk and to deal day-to-day needs in a better way and to

maximize the business.

This tool will allow sales executives to track sales and service to

customer more effectively and shorten the time to close an opportunity of

organization or service to customer.

This project is an application development project starting with

requirements gathering, application design, application development,

testing, implementation, user training and post implementation support.

Role and Responsibilities:

. I was responsible for all the offshore deliverables which include the

Maintenance related jobs and the application enhancement work.

. Prepared the High Level design document and the Detailed Design Document

for the requirements during enhancement releases.

. Performed configuration & e-Scripting related work for 3.2, 3.3 3.4, 3.5

Releases

. Worked on the POC's for all the releases and worked on development of

several Business Services.

. Developed and modified the Actuate Reports as per the Business

requirement.

. Worked on the defects raised during the System testing, Regression

testing and UAT phases

. Developed Business Services to enhance the functionality of the

application

. Worked on loading data into Siebel application using EIM.

. Having hands of experience in loading Accounts, Contacts, Opportunities

and related entity loads.

. Migration of Repository from Development to QA.

. Migration of SRF from Development to QA.

. Worked on the Production Support jobs like handling the Authorization

requests and Admin Request.

.Worked on the Batch Assignment Manager as part of the Maintenance work to

transfer the account data

. Worked on creation and modification of the Integration Objects during 3.2

releases.

Project 8:

May 2006 to Aug 2006

Project : CRM Solution for Integrated Marketing.

Software : Siebel 7.8, Windows 2000, MS SQL Server, Oracle9i

Duration : 4 months

Client : Telstra, Australia.

Telstra is the biggest Telecom service provider in Australia with wide

range of products/services. Telstra Customer Segments are grouped as

Enterprise, Small and Medium Enterprise, Small Office Home Office, and

Consumer.

TB&G Marketing currently use a range of

channels to interact with managed customers in the delivery of campaign

messages. The choice of channels includes not only the nominated Account

Executive for a customer, but product specialists, Telemarketing staff, or

Dealers.

In some segments, Account Management &

Campaign support is provided through specially contracted external agents.

Current capability supports the delivery of campaigns only through the

nominated Account Executive.

The proposal is to enhance MAXIM to deliver fully integrated

marketing functionality, which supports the delivery of face-to-face, Email

and telephony based campaigns through the most effective channel, as

determined by TB&G Marketing.

Role and Responsibilities:

Worked on the Detail Design Document preparation.

Involved in Preparing a POC for contract creation.

Configured the required views and applet.

Performed the e-scripting to achieve the desired functionality.

Delivering the Change requests as per schedule.

Project 9:

Feb 2006 to May 2006

Project : CRM Solution for Territory Management.

Software : Siebel 7.8, Windows 2000, MS SQL Server, Oracle9i

Duration : 4 months.

Client : Telstra, Australia.

Telstra is the biggest Telecom service provider

in Australia with wide range of products/services. Telstra Customer

Segments are grouped as Enterprise, Small and Medium Enterprise, Small

Office Home Office, and Consumer.

The Customer Servicing Business Units are Telstra Consumer & Marketing

(TC&M)

Telstra Business & Government (TB&G), Telstra Wholesale, Telstra

Countrywide (TCW).

The objective of this e-communications project

is to provide a solution for Emerging Business - Territory Management's CRM

requirements. This will provide Telstra with the ability to monitor and

manage the activities and opportunities within the Emerging Business

customer segment which is managed through Telstra's Dealer Channel.

Role and Responsibilities:

Performed the configuring new views by cloning the existing views.

Involved in the Configuration of the find objects.

Involved in writing the unit test scripts and performed the unit testing.

Extensively involved in defect fixing during the system testing and

System integration testing.

Worked on the build items of download propagation.

Imported .xml files to modify the existing workflow and also revised the

existing Workflow and deployed it.

Project 10:

Feb 2005 to Mar 2006

Project : Consumer Sales Enterprises

Software : Siebel 7.7, Windows 2000, MS SQL Server

Duration : June 05 to Dec 05.

Client : GlaxoSmithKline, USA.

GlaxoSmithKline is a world's leading research based Pharmaceutical

Company. To streamline their market campaign system, they have implemented

Siebel e-business application. The objective of Consumer sales enterprise

project is to effective implementation of campaign management and

involvement of partners in market campaign. It coordinates the relation on

campaign list, call lists, contact call list, literatures, events, quotes,

partners, orders, Opportunities, Sales order.

Role and Responsibilities:

Did analysis on the web template items that is causing issues in the

production environment.

Customized joins, Links, MVG Applets, Pick List, and other Controls.

Developing Technical Specifications and enhancing existing functionality

based on functional specifications using Siebel Tools.

Using Siebel Tools for modification & enhancement and customization of

Siebel Business objects, Business Components and interfaces (Views, Applets

& Screens).

Configuring the Pick lists, Drilldowns as per the customer requirements.

Worked on the unit testing and defect fixing during the testing phases.

Involved in testing the application during the deployment.

Project 11 :

Oct 2004 to Jan 2005

Project : K2 - Financial Analyser

Software : Java: Swings, JDBC and Oracle.

Tool : Eclipse.

Duration : Feb 04 to Oct 04

K2 - a financial analysis tool is mainly designed and developed to

analyze the historical data about the market and give a prediction of the

future market based on the past data as well as the input given by the

market analyzer.

Role and Responsibilities:

Worked with the business analysts along with the team lead to arrive at a

design of the financial analysis system.

Developed the required screen for this system using swings.

Used JDBC concept for retrieving the data to the application.

Developed code that can fetch the data from the specified websites and

format it and display it to the end user of the tool.

Education:

Master of Science in Information Systems from Andhra University

affiliated college.

Bachelor of Computer Science from Nagarjuna University affiliated college.

PAGE \* MERGEFORMAT 1

PAGE \* MERGEFORMAT 1

Contact this candidate